The Hospital of Fribourg had a budget to explore telemedical opportunities and came up with ideas of products.
My role was to evaluate, from a user perspective, telemedical applications in retirement homes or during home care.
Based on the proposed solutions, we formulated hypotheses and validation methods — including interviews/shadowing.
Areas to investigate: Specialised markets such as mountaineering, diving, army.
↓ Talking with stakeholders to understand their goal
↓ Listing the solutions envisaged by stakeholders
↓ Understanding hypotheses leading to solutions
↓ Proposing validation methods before product development
Telemedicine in retirement homes and home care.
Hypotheses to validate:
Contextual interviews/shadowing: Considering the amount of time available interviews will provide results faster
Who do we want to interview:
Due to time constraints, each member of the team focused on a different meta persona.
It seems the nurse pain paints wouldn’t be answered by telemedicine:
↓ Lack of patient information centralisation due to multiple health specialists (chemist, doctor, other nurses) reporting on different supports (emails, notebooks).
↓ Difficulty to communicate with doctors
↓ Exams carried by nurses are sufficient to diagnose life-threatening conditions.
↓ Future generations of home-care nurses will be trained differently and might need to carry other exams.
Investigate other areas: Possibility telemedical need in extreme environments (mountaineering, diving, war,…)
My role was to evaluate, from a user perspective, an Omnicom software concept.
To do so, I identified future users and ran some interviews; I did organise workshops to harmonise visions in light of the research outcomes.
↓ Talking with stakeholders to understand their goal: Using analytics on past advertising campaigns.
↓ Bringing a user-centric approach to shape the technology.
↓ Interviewing the campaign creators who need campaign insights (strategists, creatives, designers) and studying articles to understand their journey.
↓ Highlighting pain points to determine where the software could offer support.
↓ Animating workshops to present researches, personas, journeys, needs, solutions and evaluate solutions.
Goal: to create personas and journeys based on journey transcripts.
To start with, I did focus on the Captain’s journey, assuming that the First Officer had a similar one. The Crew, Air Traffic Control and devices are, in this project, shareholders.
In addition of the journey transcript, I also read an article called ‘How Airline Crews Work’ and watched the beginning of ‘Two cool ladies piloting heavy MD-11F ultimate cockpit movie’ to deepen my understanding of the topic.
Then, I reshaped the given scenario into a Captain’s persona and journey. I first pulled out the Captain’s goals when flying a plane from Zurich to NY. One of my aims was not to alter the scenario – to be none fictional. To do so, I cut the Captain’s scenario into steps and, for each step, identified needs. They mainly revolved around getting informed and informing. From it, I deduced the questions the Captain had to answer and the touch-points providing responses (apps, devices and people). I assumed that the more numerous were the information points, the more efforts were required and the less satisfying the experience was. I ended the document with some opportunities to streamline information and ease the Captain’s journey.