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Posts in category 'Service design'

24 July 2013

Ph.D thesis: Design with Intent

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Brunel University London has posted the Ph.D dissertation of Daniel Lockton, entitled “Design with Intent – A design pattern toolkit for environmental & social behaviour change” (download link).

“This thesis describes a systematic research enquiry into influencing more sustainable behaviour through design, which has produced communicable new knowledge in the form of a design pattern toolkit, called Design with Intent, developed and evaluated through an action research process. The toolkit aims to help designers create products, services and environments which influence the way people use them, primarily for environmental and social benefit; it brings together techniques for understanding and changing human behaviour from a range of psychological and technical disciplines, illustrated with examples, with the aim of enabling designers to explore and apply relevant strategies to problems.

`Design for behaviour change’ has grown significantly as a field in the past few years, to a large extent due to recognition of the contributions that user behaviour makes to the environmental and social impact of technology and designed systems in general. People’s behaviour is inevitably influenced by the design of the systems which they use, and it is not a great leap to consider that design could be used intentionally to influence behaviour where some benefit would result.

This thesis starts by identifying the need for a guide for designers working on behaviour change. It extracts insights from reviews of perspectives on influencing behaviour from different disciplines, inside and outside of `design’, which could be usefully applied in a design context. Through an action research process of iterative development and workshops with design practitioners and students, these insights are incorporated into a toolkit for designers, which is applied mainly to environmental and social behaviour change briefs. Versions of the toolkit are made publicly available, and feedback from early users in different contexts is analysed and implications for continuing development discussed.”

24 July 2013

User-centred design on Gov.uk

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The Design Manual of Gov.uk, the UK Government services and information portal, has a section on user-centred design, whereas the service manual home page describes in more detail how designers can build a gov.uk service: from discovery, to alpha, beta, live and retirement.

“People come to GOV.UK with specific needs. Anything that gets between our users and meeting those needs should be stripped away. The design of GOV.UK reflects this, existing primarily as a way of delivering the right content and services to our users. Find out here how we approach this challenge.”

14 July 2013

Why behavior change apps fail to change behavior

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“Too many well-intentioned products fail because they feel like ‘haftas,’ things people are obligated to do, as opposed to things they ‘wanna’ do,” writes Nir Eyal on Techcrunch.

“When faced with ‘haftas,’ our brains register them as punishments so we take shortcuts, cheat, skip-out, or in the case of many apps or websites, uninstall them or click away in order to escape the discomfort of feeling controlled. […]

Unfortunately, too many companies build their products betting users will do what they should or have to do, instead of what they want to do. They fail to change behaviors because they neglect to make their services enjoyable for its own sake, often asking users to learn new, unfamiliar actions instead of making old routines easier.

Instead, products that successfully change behavior present users with an implicit choice between their old way of doing things and the new, more convenient solution to existing needs. By maintaining the user’s freedom to choose, products can facilitate the adoption of new habits and change behavior for good.”

11 July 2013

How is ‘experience’ valued in the sharing economy?

 

How do you buy or sell something so abstract as an “experience”? And what is it worth?

That’s not an idle question for companies in the sharing economy. The experience of staying in an Airbnb apartment–with all its quirks, blemishes and unique qualities–is the differentiator from the equivalent traditional hotel.

For most sharing economy companies, they aren’t selling a product. They’re providing a peer-to-peer marketplace for people to rent a product from another person or get a service from a person. Instead of buying something they get the access to that product or service. But how is this experience valued? And how does that compare to an equivalent service or product in a traditional company? How does an Airbnb home get valued and how does it compare to a hotel room?

6 July 2013

Cities are being redrawn according to Google’s world view

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In the second of two columns exploring the impact of digital culture on design, Sam Jacob looks at how Google Maps is reshaping cities while Apple, Facebook and Amazon are reshaping the natural landscape by building their own headquarters as self-contained ecosystems.

“Over the last year or so, many of the key digital behemoths have unveiled plans for new headquarters: the grand edifices that they choose to erect for themselves. These are the physical ecosystems inhabited by our digital ecosystems, and in these habitats we can read technology companies’ own ambitions and their own self images, and perhaps glimpse something of the distortions that digital culture brings to the world around us. […]

In designs for both the Apple and Facebook headquarters, the idea of nature is at once highly present and highly synthetic. It’s a level constructed above vast parking garages, quoted as experience and presented as mission statement. In both, there are echoes of the hippy pastoral techno-utopias of the 1960s, washed together with management theory and marketing. These are ideologies made glass and grass. […]

Proximity and loss of hierarchy are, in this headquarters, core issues. These reflect both the nature of digital work culture and the nature of the digital too. The absence of distance and constant adjacency is at once both the liberation that digital culture brings and the springboard for loss of liberty that Prism suggests. In architectural terms, we might understand this problem in terms of openness: the open plan and the curtain wall are simultaneously things that give us spatial transparency and a condition of panoptic surveillance.”

(If this topic fascinates you, also check out this fascinating piece by George Packer in the New Yorker on how Silicon Valley is transferring its slogans — and its money — to the realm of politics.)

6 July 2013

Prism is the dark side of design thinking

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In this first of two columns about the impact of digital culture on design, Sam Jacob asks what America’s Prism surveillance program tells us about design thinking.

“Prism tells us something about design in the twenty-first century. […] It tells us that design is increasingly about systems, increasingly about processes and the way these interface with the real world.

Prism is part, I would suggest, of the realm of design thinking. This is a problem-solving methodology born out of similarly strange bedfellows as The Californian Ideology. In this case it’s art school creativity hijacked by management theory. Design thinking suggests the synthetic way in which designers are (supposed to be) thinking can be applied to almost any subject. Its power is its ability to transform anything into a design problem: the way organisations work, profitability, market share, information, the gathering and processing of intelligence and, it seems, national security.”

6 July 2013

Seoul, the Sharing City

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On 20 September 2012, the Seoul Metropolitan Government disclosed its plan for promoting the “Sharing City, Seoul” project, which includes 20 sharing programs and policies for generating or diffusing “sharing city” infrastructure after declaring the “Seoul as a Sharing City” vision.

The Metropolitan Government regards “sharing city” as a new alternative for social reform that can resolve many economic, social, and environmental issues of the city simultaneously by creating new business opportunities, recovering trust-based relationships, and minimizing wastage of resources.

In particular, the city plans to deploy secondary sharing infrastructure from now on to enhance the usefulness of idle resources such as space, objects, and talents since its urban policies have concentrated on constructing primary sharing infrastructure to date, such as roads, parking lots, schools, and libraries. Parallel to the above, the Metropolitan Government plans to implement policies of opening public resources to the citizens by having the public sector take the initiative while focusing on the implementation of policies that respect and promote private sector capabilities.

6 July 2013

Book: Legible Practices by Helsinki Design Lab

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The social innovation book Legible Practices aims at codifying the practises of stewardship, as exhibited by innovators who are consciously rethinking institutions to better meet the challenges of today. It is the last book by Helsinki Design Lab, the recently closed strategic design lab of Sitra, the Finnish innovation fund.

“Stewardship is the art of aligning decisions with impact when many minds are involved in making a plan, and many hands in enacting it.

This notion comes to life through the stories of six projects on three continent, each an example of carefully rewiring institutions to better meet today’s challenges.

By zooming in on the details, a handful of practises emerge that will help you convert ideas into action. Each story is shared as a brief narrative which is then broken down into a network of interlinking practises.

In writing Legible Practises, the authors Bryan Boyer, Justin W. Cook and Marco Steinberg – hope to spark a conversation about the deep craft of social innovation as a reminder that, even when dreaming big, the details still matter.”

The case studies featured in the book:

  • Constitución (Chile): Redesign the city in 90 days through a co-creation process aimed at deliverying more resilient infrastructure and an urban form that provides greater social equity.
  • Brownsville Partnership (USA): Create a safer, stronger and more self-reliant community in Brownsville by working collaboratively with community, non-profit organisations, and public agencies to build a portfolio of complimentary services.
  • Creative Councils (UK): Support innovators in local government across England and Wales to develop and implement radical innovations addressing a long-term challenge that matters in their area.
  • Consumer Financial Protection Bureau (USA): Designing a brand identity, engagement strategy and discrete consumer-facing educational experiences for the nascent Consumer Financial Protection Bureau.
  • Branchekode (DK): Transform a Danish government service responsible for generating classification categories needed to register a new business.
  • Gov.uk (UK): Transform the quality of the UK’s government digital services, making them “simpler, clearer, faster”, starting with a single website for the whole of government.

You can order a printed copy or download a free pdf.

29 June 2013

Designing for services beyond the screen

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The producer-consumer model is so ingrained in our society that we tend to treat everything like a product—a one-and-done offering that can be pushed to the market and forgotten. Yet, writes interaction and service design consultant Andy Polaine, online experiences are rarely so simple.

“Dividing businesses into silos, with each silo reporting back to management, worked well for industrial product companies: on an assembly line, each worker works on building the same object, such as a car, that never changes its planned final form over the course of assembly. Each task is repeatable and requires little or no interaction with other people—so much so that factory workers can be replaced by robots.

But services aren’t made on an assembly line. They are complex and difficult to get right, because your users might interact with the service across a wide array of touchpoints. You can’t predict precisely which of them each user will need, in what order she will encounter them, and who will help her along the way. The service is experienced differently by every person, because every person is different.”

29 June 2013

Design in Service: Crafting the Citizen Experience

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Many agree that a combination of factors – a demand for better user experience, the rise of ubiquitous technologies and more readily accessible datasets – present the conditions necessary for a more enjoyable life as a citizen of our country. But necessity is just the mother of invention; it takes hard work to get there. To narrow the gap between today’s promises and tomorrow’s opportunities, designers are increasingly intent on improving what’s known as the citizen experience.

Anyone who’s interacted with an office of their local government knows that the public sector works as best as it can to serve the needs of its constituents. Organizations frequently adopt and adapt solutions along the way which inevitably introduces inefficiencies. Inefficiency, however, is something for which user-centered design is well suited. It’s just rarely the case that these two parties meet in the middle, despite the fact that they have so much to gain from one another.

31 May 2013

Smart cities and smart citizens

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For future smart cities to thrive, it must be centred around people, not just infrastructure. This was the overwhelming message from a group of influential thinkers speaking at this year’s FutureEverything Summit. sustain’ went along to find out what smart-city planners can learn from bottom-up approaches.

“It seems global corporations and the large-scale technology platforms they offer and promote seem to be at odds with many of the localised, small-scale technology projects showcased at the Summit and, indeed, the interests of citizens themselves. And if there was one stark warning that emerged from the Summit for city leaders thinking about investing in smart-city technology, it was ignore your citizens at your peril. […]”

The city is what it is because of the people. […]

In many ways, social media has created a new interface for the city and how its citizens interact with it. Citizens have the opportunity to try something out, such as a pop-up café – and multiply it through social media and feedback via bespoke apps: physical activity and digital activity in harmony. Yet this appears to be contrary to the thinking behind many current smart systems which merely deliver information in order to change attitudes and behaviour. […]

Citizens are quite obviously embracing new technologies – but it isn’t always for reasons of efficiency: it’s about sociability; it’s about transparency; it’s about culture; and it’s also about fun – gaming and entertainment. Furthermore, a one-size-fits-all approach to smart cities will not easily work in an age where, even at the most basic level, apps designed for specific spaces or cities are prevalent on most mobile phones. Bespoke solutions will be required.”

22 May 2013

Smart citizens make smart cities, a talk by Dan Hill

 

“We have the technology to do anything. To make things happen you need to turn to design and redesign the context, the decision making and the question.” – Dan Hill, CEO of Fabrica, figured out that smart citizens are necessary to make smart cities. The institutions are collapsing, we have to decide on our own!

He spoke about all this at the end of April at Next Berlin.

Dan Hill is CEO of Fabrica, a communications research centre and transdisciplinary studio based in Treviso, Italy. A designer and urbanist, he has previously held leadership positions at Sitra (the Finnish Innovation Fund), Arup, Monocle, and the BBC. He is strategic design advisor for Domus magazine, as well as blogging at cityofsound.com.

Dan Hill will be the second speaker at Experientia’s Talking Design lecture series now co-organized with three other companies and organizations: Deltatre, GranStudio and ITC-ILO. The talk will be at the beginning of July and we will announce it here very soon.

21 May 2013

Service Design + Lean UX + Disruptive Design = UX Strategy?

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It seems like the UX community has been struggling a bit to reach a common definition of UX strategy. Is it a framework or an approach? Is it a methodology or a philosophy? According to Mona Patel, there are three concepts and perspectives that are all the rage in our larger design and development space — service design, lean UX, and disruptive design. Cumulatively, she says, these three trends give us a solid working definition of UX strategy.

“Brand is everything, offline and online. Therefore, the overall experience is what gets people to engage, buy, use, and connect with a given product or brand. The UX strategy defines how this happens.

And UX strategy actually makes it happen. […]

The UX Strategist’s role is to help an organization want to consider and understand the user’s experience first and foremost. The UX Strategist’s job is to create a connection between the people who work in an organization and the people who might purchase its products and services or otherwise engage with the organization. It is to teach an organization how to embrace design thinking.”

10 May 2013

‘Open Data’ brings potential and perils for governments

 

Governments and public officials are rushing to embrace the concept of Open Data, throwing open the vast panoply of publicly collected information for the digitally savvy to mine and exploit, writes Ben Rooney in the Wall Street Journal.

However, the use of government data throws up many issues surrounding privacy, policy-making and the uses to which the data has been put. These need to be tackled before simply opening up these digital to all comers.

Some remarkable quotes:

“Anonymized personal data has to be treated as personal data and not open data.”

“The main problem with correlation is that if you look at enough data you can find correlations in almost anything.”

“It is very dicey when you start talking about causation… You know, we have real problems to solve.”

2 May 2013

Design for Public Good, a new report for the European Commission

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The UK Design Council and three other members of the SEE Platform (Sharing Experience Europe) – the Danish Design Centre, Design Wales and Aalto University, Finland – on Tuesday published a new report, Design for Public Good, encouraging the European Union and its member states to adopt design-led innovation to create the next generation of public services and policy that can meet the pressing demands of the future.

The report follows the publication in March of the Design Commission report, Restarting Britain 2, which calls for design thinking to be used to improve UK public services. Design for Public Good now brings this message to the EU, but also extends it to look at the potentially huge gains design methodology can bring to policymaking as well as services.

The report describes the key benefits of design thinking for government as follows:

  • Design-led innovation is a joined-up process, with no inefficient handover from analysis to solution to implementation
  • Rather than jumping straight to expensive and risky pilots, design process tests iteratively, starting with low-cost, simple models (prototypes) and designing out risk with each new version
  • Rather than disjointedly patching together incremental solutions as problems arise, design thinking looks at the entire system to redefine the problem from the ground up
  • Design thinking starts by understanding user needs in order to ensure solutions are appropriate, waste is avoided and end users buy into them
  • While the factors that cause silo structures in government may be stubborn, design methods offer uniquely effective ways of understanding which teams and departments are relevant to a problem and engaging them in collaborations.

Press release

1 May 2013

UK ‘Nudge Unit’ to be privatised

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The UK’s Behavioural Insights Team – known as the “nudge unit” – will join with a commercial partner and become the first policy unit to be spun out of Whitehall, reports the BBC.

It finds ways of “nudging” people to make better choices themselves, rather than through state intervention.

The team, established after the 2010 election, applies insights from academic research in behavioural economics and psychology to public policy and services.

In addition to working with government departments, it has worked with local authorities, charities, non-governmental organisations, private sector partners and foreign government to develop proposals and test them in government policy.

A competition will be held to find a business partner for the unit.

30 April 2013

Exploring Problem-framing through Behavioural Heuristics

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Article published in the April 2013 issue of the International Journal of Design
By Dan Lockton, David J. Harrison, Rebecca Cain, Neville A. Stanton, & Paul Jennings

Design for behaviour change aims to influence user behaviour, through design, for social or environmental benefit. Understanding and modelling human behaviour has thus come within the scope of designers’ work, as in interaction design, service design and user experience design more generally. Diverse approaches to how to model users when seeking to influence behaviour can result in many possible strategies, but a major challenge for the field is matching appropriate design strategies to particular behaviours (Zachrisson & Boks, 2012).

In this paper, we introduce and explore behavioural heuristics as a way of framing problem-solution pairs (Dorst & Cross, 2001) in terms of simple rules. These act as a ‘common language’ between insights from user research and design principles and techniques, and draw on ideas from human factors, behavioural economics, and decision research. We introduce the process via a case study on interaction with office heating systems, based on interviews with 16 people. This is followed by worked examples in the ‘other direction’, based on a workshop held at the Interaction ’12 conference, extracting heuristics from existing systems designed to influence user behaviour, to illustrate both ends of a possible design process using heuristics.

23 April 2013

“CasaZera” opens, with Experientia smart meter design (incl. slideshow)

 

In a decommissioned industrial zone in Turin, a single bright yellow apartment stands out in the shell of an old factory. This is “CasaZera”, a sustainable living housing prototype, which was officially opened on the 18th April 2013 by local officials, and the project partners. Experientia consulted for project partner DE-GA, designing a tablet-based solution to enable the residents to access information and systems about energy use in the apartment, as well access to local services. Experientia senior design Renzo Giusti was on-hand to showcase Experientia’s contribution.

The Experientia-designed interface shows monthly energy consumption and production for electricity, heating, cooling and water.
Click on image to view slideshow

CasaZera is part of the ECOstruendo program, funded by the Region of Piedmont, and promoted by Polight, the innovation centre for sustainable construction at the Turin Environment Park. The apartment is an inhabitable prototype, demonstrating ways to utilise decommissioned industrial areas for residential use, and adhering to five main precepts: zero consumption of soil, zero waste of resources, zero time, zero energy and zero project errors. The apartment itself is a fully-designed and equipped residential unit, which has been integrated into the framework of an old factory, instead of creating new zones for residential construction.

The apartment is around 30 square meters, with a bedroom, living-room/kitchen and bathroom. It contains state-of-the-art technology for home automation and resource management, with 75% of the energy used in the apartment produced by renewable solar, photovoltaic and biomass sources. Experientia’s role, as consultants to DE-GA S.p.A, was to employ human-centred design methodologies to make this cutting-edge technology easily usable for the everyday people who will live in the unit. The tablet-based solution Experientia created allows people to interact with key functions for controlling the home appliances and heating and cooling systems, and shows simple visualisations of how the energy in the home is being used – a “living room” view of the household consumption.

As part of Experientia’s holistic approach to enabling more sustainable lifestyles, the final solution also helps connect the residents of the apartment to local services. This includes information on frequency and time of local public transport, bike sharing availability, and locations of local markets, stores and pharmacies.

The apartment systems will now be tested for 10 days with the unit empty, to gather feedback on how systems are working. After this time, two students from the Turin Polytechnic will move in, and will test the apartment systems over the course of the next year. The students will provide an in-depth look at how well the system performs in the long run, and how easy it is to use for people who are not specialists or involved in the system development, but are representative of the people who will eventually live, work and study in similar constructions.

Turin council member for the environment, Enzo Lavolta, was present at the opening, praising the initiative as a “concrete example of a smart city”. Giorgio Gallesio, DE-GA S.p.A’s managing director, and head of the project, and Matteo Robiglio from the architectural partner Tra, also spoke. Much of the debate of the day centred on how affordable the solution is, and the vibrant possibilities for urban renewal it offers, reclaiming existing urban areas for residential use, without waste. The project aims to be an Italian example of a new mindset, and demonstrate an innovative method to create zones for rental property.

Experientia senior designer, Renzo Giusti, who helped implement Experientia’s contribution to the project, also spoke about Experientia’s vision for sustainable, high quality urban development, and how this was channelled into the final solution.

Experientia’s work on this project was as consultants to DE-GA S.p.A. The other partners in the initiative were: Tra architects, experts in social and co-housing; Confortaree, experts in housing fixtures and fittings; Habicher Holzbau, specialised in wooden residences; Teclmp for heating and cooling fixtures; Golder Associates, environmental and energy consultants; Onleco consultancy service; and Tebe, research group on energy technology for construction.

22 April 2013

Low2No smart services workbook by Experientia

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As part of Experientia’s involvement in the award winning Low2No project in Helsinki and in particular its strategy towards demand management and behavioral change, we are proud to announce that Dan Hill (former ARUP and Sitra, now Fabrica) has just reminded us of last year’s long review (and a download link) of the Low2No smart services workbook created by Experientia and ARUP:

“This aspect explores the potential of contemporary technologies – particularly those increasingly everyday circling around phrases like social media, “internet of things”, “smart cities” and so on – to enable residents, workers, visitors and citizens in general to live, work and play in and around the block in new ways. These are predicated on the same low-carbon outcomes that drives the Low2No project in general, but also a wider “triple-bottom line” approach to sustainability, which might include beneficial social and economic outcomes, as well as environmental. We’d had this element in from the start, from the Arup-led consortium’s original competition submission in 2009, and today we’re sharing some of the work-in-progress as it developed, in the form of the “informatics workbook” developed by the design team, as a tool in the design process.”

Thank you, Dan.

16 April 2013

Videos online of March 2013 Healthcare Experience Design conference

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On March 25, the Healthcare Experience Design (HxD) conference took place in Boston. Speakers discussed how human centered design and design thinking can improve the quality of health service delivery and digital interactions, helping all of us achieve better health.

Videos of all sessions are now online.
 

PLENARY SESSIONS

Opening Address [14:32]
Amy Cueva, Co-Founder and Chief Experience Officer, Mad*Pow

Evolving Health IT User Experience: The View from DC [No video yet]
Ryan Panchadsaram, Senior Advisor to the US CTO, The White House
Jacob Reider, ONC HIT, US Dept of Health and Human Services
While federal government’s meaningful use incentive program accelerated the adoption of technology in hospitals and medical offices across the United States, users of these systems express concern about their usability and safety. This session will provide a glimpse of the Federal efforts to help health IT designers & developers bridge the gap between where they are and where their users wish them to be.

Opening Keynote: Sneaking Up Sideways on Behavior Change [36:08]
Jane McGonigal, author, inventor, co-founder, Reality is Broken, SuperBetter
Jane McGonigal is a world-renowned creator of alternate reality games, or games designed to solve real problems and improve players’ real lives.

Health Behavior Change and Beyond: The Health Benefits of Success Experiences [35:38]
Dr. David Sobel, Medical Director of Patient Education and Health Promotion, Kaiser Permanente
While sustained behavior and lifestyle changes can lead to improved health outcomes, there may be another pathway to health. Namely, the increased sense of confidence and control that comes from being successful at changing ANY behavior, even if the change is not sustained, can also improve health outcomes. Learn how to avoid the tyranny of prescribed failure experiences. Learn how to prescribe success by aligning with passions, discovering patient-generated solutions, and celebrating success.

The Happiness Project: Why I Spent a Year Trying to Sing in the Morning, Clean My Closets, Fight Right, Read Aristotle, and Generally Have More Fun [27:46]
Gretchen Rubin, Author, The Happiness Project
Gretchen has a wide, enthusiastic following, and her idea for a “happiness project” no longer describes just a book or a blog; it’s a movement. Happiness Project groups have sprung up from Los Angeles to Enid, Oklahoma to Boston, where people meet to discuss their own happiness projects. More than a dozen blogs have been launched by people who are following Gretchen’s example. On her companion website, the Happiness Project Toolbox, enthusiastic readers track and share their own happiness projects.

Closing Keynote [36:22]
Jamie Heywood, Co-founder, Chairman, Patients Like Me
Jamie’s scientific and business innovations have been transforming the intersection of biotechnology and pharmaceutical development, personalized medicine, and patient care.
As chairman of PatientsLikeMe, Jamie provides the scientific vision and architecture for its patient- centered medical platform.
 

BREAKOUT SESSIONS

Theme: Behavioral change

Systems for Self-Regulation [29:56]
Dustin DiTommaso, VP User Experience, Mad*Pow
By better understanding the factors that govern self-regulation of human behavior, we can begin to design products and services that more reliably facilitate healthy changes in behavior.

How to Design User Habits [27:06]
Nir Eyal, Consultant
In an age of ever-increasing distractions, quickly creating customer habits is an important characteristic of successful products. How do companies create products people use every day? What are the secrets of building services customers love? How can designers create products compelling enough to “hook” users?

Theme: Team Dynamics

Playing Nice: Facilitating Multi-disciplinary Teams to Create Better Holistic Experiences [34:21]
Toi Valentine, Experience Designer, Adaptive Path
In this talk, Toi explores the challenges that come with collaboration within a traditional organizational culture and some creative methods and strategies to overcome those obstacles.

Influence Mapping in Healthcare: How information design and organizational dynamics can improve the quality of health communication [31:27]
Dante Murphy, Global Experience Director, Digitas Health
This discussion will demonstrate how applying the techniques of influence mapping in organizational Dynamics and information design can help discover the points of failure in healthcare interactions and address them with appropriate content, tools, and techniques.

The Embedded Designer: How to Make Designers an Integral Part of Your Team [28:12]
Cassie McDaniel, Design Lead, Healthcare Human Factors, University Health Network
This session will outline how to lay down the infrastructure for designer and clinician collaboration by sharing case studies, challenges, opportunities, and tips and tricks, particularly from the lens of the largest human factors design team in the world devoted to health.

Theme: Health Literacy and Public Health

Reader-Centered Design for Health Communication [29:12]
Sandy Hilfiker, Principal and Director of User-Centered Design, Communicate Health Inc.
Molly McLeod, Creative Director, Communicate Health Inc.
The presenters have designed and tested health Web sites and interactive tools using the strategies outlined in Health Literacy Online (edited by CommunicateHealth co-founders). The presentation will include examples and case studies, with a focus on content developed for audiences with limited health literacy skills.

Where We Are: Designing the Environment for Health Impact [No video yet]
Andre Blackman, Founder, Pulse + Signal
Seamlessly integrating health into what citizens are already doing (e.g. not more health posters) is what will help shape the future of health.

Inclusion by Design [27:02]
Dr. Ivor Horn, Associate Professor of Pediatrics, Children’s National Medical Center and George Washington University School of Medicine
Social media and mobile technology are disrupting the way patients and health systems interact and our expectations of how individuals and systems manage health and wellness in addition to illness. As early adopters, minority populations, who suffer from some of the greatest health disparities, are positioned to take a lead in leveraging innovations to improve their health outcomes. However, it is important that we discuss ways for companies and developers to partner with underserved populations and the providers who care for them to create solutions that are applicable and relevant to the realities of the environment (economic, social and physical) in which they live.

Theme: Methods for Research, Strategy & Design

Research and Design Methods in Healthcare [1:04:03]
Megan Grocki, Experience Design Director, Mad*Pow
Adam Connor, Experience Design Director, Mad*Pow
Michael Hawley, Chief Design Officer, Mad*Pow
Designing experiences that are elegant, simple, intuitive and valuable is hard. Organizations often have a difficult time coming to consensus around design decisions or leveraging outside perspective and research into their design process. In healthcare, the complex web of patient behavior, regulatory systems, and multiple players make the design process that much more challenging. In this fast-paced session, we share our experiences designing for the multiple facets of healthcare experiences. We discuss core research and design methods that help overcome organizational barriers to good design, and review research and design methods that work for patient, provider, insurer and other players in healthcare specifically.

The C-Factor: Boosting Your Content’s Clout [29:40]
Colleen Jones, Principal, Content Science
Getting strategic about content for your website or mobile application starts with analysis. Would a doctor prescribe a solution without first conducting a thorough exam? Of course not! In the same way, your organization can’t fix its content problems or make the most of its content opportunities without taking a close look at your content situation.

Theme: Well-being: Foundation for Health

Stress is the New Fat [29:12]
Jan Bruce, Founder, CEO, meQuilibrium
Stress is the #1 inhibitor to people adopting healthy behavior changes like diet and fitness. Stress costs employers $300 billion each year in healthcare expenses and absenteeism. One in 4 adults now characterize their stress as high or severe, and 80% understand that, left unattended, stress is making them ill, overweight, unproductive and with a diminished quality of life. This session will cover the common misperceptions about stress and its significance in behavior change; and then explain how stress can be managed in new ways, which give important clues to helping people with other behavior change issues.

Vulnerability is an issue like never before… is it treatable? [27:24]
Alexandra Drane, Founder, Chief Visionary Officer and Chair of the Board, Eliza Corporation
Join our session to better understand how we can help measure Vulnerability in actionable ways, develop solutions based on successful models outside the traditional healthcare space, and then analyze the results of these interventions to determine whether or not this pervasive condition is in fact, treatable.

Calming Technology [27:34]
Neema Moraveji, Director, Calming Technology Lab, Stanford University
As interactive experiences pervade everyday life, the potential for stress and anxiety increases. How can we utilize the power of interactive tools without sacrificing our sanity? The answer lies in a dual-pronged approach: (1) cultivating contemplative and calming practices in our personal lives and (2) increasing awareness of designers to mitigate stressors in interactive products. In this talk I will discuss our research from the Calming Technology Lab at Stanford University towards this aim.

Theme: Patient Stories

Preventing Nightmare Patient Experiences Like Mine [21:28]
Richard Anderson, Principal Consultant, Riander
Richard will detail some of his nightmare patient story, some of what was responsible for it, and some of the implications for how healthcare experience designers and researchers need to work.

Live a Full Life with Chronic Illness [24:00]
Nina Gilmore, Principle UX Designer, Oracle Corporation
Nina will share her experience as a patient and adventurer in the world of healthcare. She’s been poked and prodded, helped and harmed, treated sometimes with compassion and sometimes with indifference. As a designer, she is passionate about opportunities to create experiences more conducive to healing and hope. She’ll talk about what’s worked and what hasn’t worked, and she’ll share her curious experiences on this journey.

When the Designer is a Patient: A View from the Inside [30:59]
Samantha LeVan, Senior User Experience Designer, Mayo Clinic
Patient experience researchers are trained to minimize the influence of personal opinions on the design of a product or service, but when the researcher is also a patient, those personal experiences may be difficult to set aside. In this talk, Samantha will share how being a cancer patient has shaped the direction of her user experience design career and highlight a few tricks to using personal experience as an advantage, rather than a hindrance to patient-centered design.

Patient Innovators and Instigators [31:43]
Katie McCurdy, Experience Design Consultant, Mad*Pow
Meet these bold patients who are creatively using the tools at their disposal to take control of their healthcare. This panel brings together patients who have ‘hacked’ their own healthcare to improve communication, connect the dots between their providers, and generally create a more satisfying patient experience. These problem-solving trailblazers give us a glimpse into a future of highly informed, connected and empowered patients – so we’d be smart to listen to them now.

“…but a sword:” Art, Icons and Medical Advocacy< [24:43]
Regina Holliday, Founder, Patient Artist Activist, The Walking Gallery of Healthcare
Description TBD.

Theme: Consumer Expectations

The Digital Revolution: Leveraging the Consumer Journey to Deliver Transformative Health Experiences [30:27]
Brian Tilzer, Chief Digital Officer, CVS Caremark
Digital trends are changing consumers- expectations of the interactions they have with the healthcare system, and pharmacies sit at the forefront of this transformation. Empowered customers are increasingly managing their own care using an array of digital tools and now have access to technology everywhere they go. To stay relevant, health care companies must adapt their customer experiences to these new ways of doing business.

The #NEXT Generation of Healthcare [25:16]
Sean Brennan, Senior Envisioner, Continuum
As patient satisfaction starts to matter more and more, healthcare services will need to figure out how to deliver for this audience – what attributes does Gen Y seek in its experiences and services? What can we learn from sectors outside of healthcare about what this next generation of healthcare consumers are going to demand from their healthcare experiences? And ultimately, what does that mean for design?

HxD: from the Big Picture to Painting by Numbers [30:09]
Rodrigo Martinez, Life Sciences Chief Strategist, IDEO
Designing better experiences in healthcare is complex, difficult and often overwhelming. What if we were to build these experiences bottom-up, from isolated touch points and principles towards a cohesive system? How might we apply simple lessons from great experiences in other industries?

Theme: Care Experiences

Case studies [32:28]
Jeff Stevens, Web Content Optimizer, University of Florida Academic Health Center on building an integrated patient-focused website for the University of Florida Academic Health Center
Chris Herot, CEO and Co-Founder, SBR Health on how SBR health has created a video communication web services model to support healthcare designers who are incorporating today’s low cost and cloud-based televideo technologies into their own applications
Valerie Mais, Project Lead, Center for Innovation in Complex Care, University Health Network on implementing new ways to capture and display patient experience, care quality, efficiency and interprofessional team “health” in meaningful ways for frontline healthcare providers.

Case Studies [30:27]
Jeanine Kierkels, Design Research Consultant, Philips Healthcare Design on experience design for labor and delivery
Brian Loew, CEO, Inspire on Inspire’s rare disease communities
Zen Chu, Medical Tech Entrepreneur & Investor, MIT on MIT’s H@ckingMedicine program.

Health Navigation [32:11]
Dan Brousseau, Partner, Emperia LLC
Dan’s talk describes how service at hospitals can help transform the overall experience. He describes of how a large unit within a major teaching hospital that he worked with is innovating the concept of service and support through ‘health navigation’ to engage patients and families at a deeper level and bring new value to their healthcare experiences. He provides strategic context for customer experience at hospitals and show how a technique called Experience Value Mapping can be used to examine and redefine the customer experience from the outside-in.

Breaking the Mold [29:56]
Jess Kadar, Principal Product Manager, Iora Health
Details coming soon.

Rethinking the Fertility Patient Journey [28:36]
Peter Eckert, Chief Experience Officer, Projekt 202
Kijana Knight, Senior User Experience Researcher, Projekt 202
Aliza Gold, Senior Experience Designer/Researcher, Projekt 202
The Reproductive Medicine Associates of Texas (RMA) is not the first client to engage projekt202 in the hopes of becoming better, faster, more efficient, and more creative in their approach to problem-solving and ways upon they offer their services; but they are the first to ask us to apply our processes and skills to finding solutions in physical and emotional space. We believe that our findings and the documentation we have begun to create in response to our observations and hypotheses offers an opportunity to begin a very fruitful dialogue between interaction designers and healthcare providers on how the principles of user-centered design can be applied to improve the experience of medical service for both patients and providers.

Theme: Design Innovation

From Malawi to Minnesota: Hyper-Local System Design and Global Scale [No video yet]
Christopher Fabian, Co-leader and Co-founder, Innovation Unit, Unicef
Bringing best practices from design and start-up culture to the world of development challenges is daunting – but allowing for failure, co-creating solutions, and recognizing that almost everything we build in New York does not, in the end, work in the field have forced us to be humble and look for ways to facilitate solutions to some of the world’s most pressing problems.

Design and Innovation: The Human Perspective [29:56]
Ryan Armbruster, VP, Innovation Competency. UnitedHealth Group
In this session, Ryan will share frameworks for explaining and understanding this interrelationship which have been effective at helping healthcare leaders grasp and pursue design and innovation effectively within their organizations. In addition, he will share recent examples of how UnitedHealth Group, one of the largest and most diversified companies in the healthcare industry, is applying design to enable more successful innovation.

Theme: Chronic Condition Management

Understanding Networks of Diabetes Care: A Research Framework for the Healthcare Innovation of Tomorrow [26:11]
Eilidh Dickson, Project Leader and Senior Interaction Designer, CIID Consulting
Helle Rohde Andersen, Interaction and Service Designer, CIID Consulting
Working with Novo Nordisk, CIID Consulting assembled a 360º view into the networks of care, that support diabetes patients. By approaching the research from a systemic level and studying a patient’s network of support rather than individuals in isolation, the result was a rich and emotional view into the complex interactions and relationships encompassing a patient’s journey with the condition.
This talk shows how a new research framework and information visualization methods can inspire you to tackle challenging healthcare issues in ways that will provoke new understanding and build user empathy.

Am I Normal? Findings from Research on Text Messaging for Women with Diabetes [28:35]
Janna Kimel, Senior User Experience Researcher, Regence
The session goes into detail about how to insert qualitative research into a quantitative environment, with best practices for getting answers from study participants. This discussion also reviews key findings about how to interact and message disparate populations, as well as the pros and cons of using text messaging to influence health outcomes.

Theme: Health Trends

Designing Work for Health and Profit [31:19]
Martin Adler, Co-Founder & Director of Product Management, Healthrageous
This session will address how cutting edge science and technology can be used to change behaviors and optimize workplace health. In doing so, we will define steps that individuals can take to improve their health and wellbeing immediately, how change makers and organizations can cut costs by improving the health of their workforce and how technology is revolutionizing the way we’ll work tomorrow.