Week2. Synthesis, Sense making
In-class session — Summarize research findings & Affinity Mapping
Our team completed user research during the first week, by the end, we were able to conduct interviews with two people who represent Transgender community and non-binary community respectively. Additionally, secondary research revealed a number of crucial statistics that point to the problem. While we had little understanding of how our target audience experienced the current healthcare environment, the research process has helped us empathize with them and understand their pain points. We started summarizing the findings during our class studio time and organized our insights using an affinity diagram.
We categorized all the problems into four categories: interpersonal, institutional, environmental, and marketing.
To decide which one to focus, we used Effort & Value Matrix and we chose to focus on the interpersonal issue, more specifically, it’s the users’ first interaction with the healthcare provider for the following reasons:
- High importance: First interactions with healthcare providers are often uncomfortable, as our participants noted. Regardless, the first interaction is what decides if they will feel safe and have a good experience at the clinic.
- High feasibility: Solving the problem does not require drastic changes to the physical environment, or required long-term adaptation from the healthcare employees.
Persona & Journey Mapping
We spent the next half hour creating a persona for this problem based on the first interaction that users have with healthcare.
A persona and user journey map allow us to envision how the target audience would interact with the existing system, and what might cause them inconvenience. Though we did not all have the same experience visiting a clinic, we tried to think of the universal process adopted by most healthcare providers.
How Might We…..?
We discussed several opportunities in the journey map that could potentially improve the user’s experience. Then each of us came up with several “How might we…” statements as our initial ideas.
Each person voted for one idea to focus on. Below are the three ideas that got selected.
We improvised the problem statement based on the three ideas. Also, Michael gave the example of conversation cards, which are used by patients to communicate concerns and health conditions to clinicians. The cards could also be used to send feedback to clinicians.
In our interview, we learned that some trans and non-binary people do not wish to disclose their identity or personal experience to clinicians if it is not medically necessary, and that they are sensitive to being asked about some topics. We agreed that it’s important to design this typical communication issue to make it easier for users to talk about their concerns in a comfortable way, while also being respected for who they are.
Problem Statement
How might we create a step by step toolkit for fostering empathy, providing prompts, and improving the initial check-in experience of trans/non-binary/genderqueer patients.
To further evaluate our problem statement, we started brainstorming what the toolkit may look like?
- Who is it about?
Between healthcare employees and LGBTQ patients.
- What is it?
A universal method of communication that works for all patients but is inclusive of the needs of trans/non-binary/genderqueer patients that commonly are ignored.
Create a tool that can be implemented successfully regardless of experience or prior training of the healthcare employee.
Lastly, we generated some questions to help us define the toolkit, and those will be helpful to our next step: Ideation & Prototyping .
What’s the format of this toolkit?
When do we give to patients or healthcare workers?
What does the paper/toolkit exchange look like? Beginning, Middle, End
What human interactions take place?
If the toolkit is going to be used every single time they visit?
What if patients are late to the appointment, no time to use the toolkit?
What if patients are unable to fill out the form? Disability barriers
Can someone else help with filling out the form?
