Service Design of Care - OCADU Workshop

Copyright © 2015, Peter Jones
Designing Inspiration
for Community Health
Service Design for Health Movements
Peter Jones
OCAD University, Toronto
Service Design for Health
with Dr. Rick Botelho
April 21, 2015

Design’s emerging role in complex domains

Where is health located?
In the individual?
Where they live?

Care occurs in-place, in a community
we share with others.
Caring requires knowing, trust, patience, humility,
honesty, & the primacy of life’s rhythms.
“… there must also be developmental change on
the other as a result of what I do; I must actually
help the other grow.” M Mayerhoff

Design for “new value demand”
Less for failure demand
• From systems perspective,
disease focus is an intervention.
• Patient context is temporary
• How to motivate prevention,
adherence, & continuity?

WHAT IS HEALTH SEEKING ?

All people are health-seekers
A health-seeking journey occurs over a lifetime, a continuity
that proceeds through youth, adulthood, & older age.

3 ORDERS OF HEALTH FEEDBACK
Dubberly.com & Design for Care

Copyright © 2015, Peter Jones Dubberly.com & Design for Care
STAGES OF INTRA-PERSONAL
HEALTH SEEKING

Where does Health Live?
Dis-eases emerge from so many factors …
Can we design for:
• Home conditions
• Connectedness - Friends & family circles -
• Autonomy, mobility & communications
• Neighborhood, safety, food supply
• = community

How does identity change when a patient?
Are we disempowering self-care?

Today, services are discrete events

Functional unit of service provision
Can connect services across system levels

Functional unit of service
Connecting closer to the health-seeker
Coordinated services across systems

A Service Design process
Human Research
Design Research
Prototype Testing

Basic service concepts.

A simple service experience map.

Framing Coaching as a Service
• Service for “who in a community”
• Frames are reflective responses to a desired action.
There is always a “prior pattern”
• Our “initial appreciation” has huge leverage!
• Avoiding jargon & default ways of thinking
• What are the affordances in communities?
• How do movements (or contagions?) form?

“Frames not only simplify and create alternative views of a
problematic situation; they also evoke particular outcome spaces
that aﬀord a range of responses.”
Paton & Dorst (2011). Brieﬁng and reframing: A situated practice. Design Studies.
Language Co-Creation with your
stakeholders
Releasing fixation from prior frames
Considering “users” & their preferred
values, taste regimes

Framing exercise.
• Develop a framing concept for coaching in your
contexts, using handout.
• How might coaching / peer exchange take hold in
your network or situation?
• How would it be understood by others as a value to
be co-created?
• How would coaching be valued and understood?
Individually: Consider & enter responses in form
Pairs: Share concepts, identify similar / differing

Debrief
• What frames for coaching / movements / did you co-
create?
• What are the affordances in communities?
• How do movements (or contagions?) form?
• What’s the analogue today?

Today’s New Design Domains
Complexity increases at each .0
Number of stakeholders >
Need for collaboration >
Multi-tech, multi-design, multi-disciplinary
Future healthcare services will require all 4
levels of skill & knowledge.
But design skills do not transfer up.
Mixed teams always a necessity.

• Integrating clinical & community services
• Interventions for social determinants
• Community health promotion
• Redesigning services for new business models
• Design & research for care innovation
• Clinical teams communication & coordination
• Patient-health experience of service
• Redesign EHR / information as workflow
• Patient self-service in local clinics
• Patient information across care journeys
• Innovative & usable wayfinding
• Interior space infection control
Healthcare design across 4 domains

Demand Side Innovation (Bottom-up)
• Human experience – What are real concerns:
Student resilience in their first year of university
• Mapping out journey of “ups & downs”
• Identify key transition points
• Top of map - Campus service systems
Human-Centred Systems

Demand Side Innovation (Bottom-up)
• Patient side - Human-centred concerns:
Mental wellness responsive to students.
• People don’t know what services are offered
• Fear or stigma associated with therapy
• Care complicated by other conditions, life situations
• Case study: OCADU Campus Mental Wellness
• Research modes: Ethnography, Dialogue, Public workshops
• Design methods: Service analysis, Blueprint, Journey, Mapping
Human-Centred Service Design

OCADU Health & Wellness Centre – Service Flow
Current Service Blueprint

As re-envisioned to enable early student self-care
Oikonen, Starkman, Jones, Yip. (2014).

Distributing health care resources
among different points of care:
• Person-Family
• Person-Community
• Patient-Patient
• Patient-Providers
• Providers-Community

Co-creating care in our communities

Extending our communities to larger
networks.

Service Design of Care - OCADU Workshop

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