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CY L

PROJECT MANAGEMENT

CY L

STRATEGIC THINKING

SERVICE DESIGN

VISUAL COMMUNICATION


You

get

_in life


what

you have the _courage to ask for. - Oprah Winfrey


CY L

CY L

PROJECT MANAGEMENT

STRATEGIC THINKING

SERVICE DESIGN

VISUAL COMMUNICATION


_ PROJECT 01

MYBODDY

02

RISK TAX

03

MYIL


CHIEN YU LIN A service designer with business & management background who expertise on graphic design. Having worked in startup company, IT exhibition company and been in a one-year leadership role in international youth organsition, AIESEC.

CONTACT

EXPERIENCE

403A

Let’s Roll Out

08.2013-06.2016

10 Steedman St.

Co-founder, graphic designer & project manager

Taipei, Taiwan

London

Developing services on enhencing cross-cultural understanding

SE173AF

during travel and regular life, and market development.

07895675049

Taipei Computer Association

02.2014-08.2014

c.lin0220171@arts.ac.uk

Specialist of international ICT exhibition “COMPUTEX Taipei”

Taipei, Taiwan

Worked on recruitment of IT storage hardware companies and promotion of TCA member company products & demonstrations to international buyers. Bybyclick Digital

12.2013-02.2014

Advertisement Designer

Taipei, Taiwan

Working on digital ads for Warner Bros. Entertainment in TW.


SKILL

AIESEC in National Chiao Tung University, Taiwan

07.2010-07.2013

Vice President of Global Community Development Programme,

Hsinchu, Taiwan

communications manager & specialist for campaign ‘Fun For A Change’ in Taiwan Dong Jen Human Rights Organization

01.2011-03.2011

Intern of publication illustrator for NGO in Beijing

Beijing, China

EDUCATION University of the Arts London- London College of Communication Service Experience Design and Innovation National Chiao Tung University (NCTU) Bachelor of Science in Industrial Engineering Management

LANGUAGE English (IELTs 7) Mandarin Taiwanese

Joining graduate project of Department of Communication and Technology Course: Human Factors Engineering/ Integrated Marketing Communication/ Digital Media Design/ Strategic Management/ Performance, Gameplay and Education/ Innovation and Marketing/ Quality Management/ Seminar in Urban Design and Creative

09.2017- now London, UK 09.2009-06.2013 Hsinchu, Taiwan


O1

MYBODDY

Personalised health manager

Service Design Project Management Visual Communication

The design objective was to create a

term condition and, those patients

sonalised health management espe-

condition very well as they desire. As

valuable service to empower the percially for people who are living with a long-term condition. We found how

Double Diamond The Lean Startup (Minimum viable product)

it would be of vital value for both Mi-

noxsys, our project partner, as well as the National Health Service (NHS)

of the UK, to build a platform that remotely supports the better health of

patients. More than 50 percent of GP

appointments are people with long-

are not feel at ease manage their patient’s demanding of interaction

on their data, using MyBoddy will

help patients take care of themselves

rather than rely on GP and hospital. It could support people to be an ac-

tive user to have a great in-depth management of their own condition.


Photo


Design strategy

Benchmark

Desk Research Mapping Interview

Analysis

Build Insight

Quotes

Service blueprint

Pain points Opportunities

HMW

Ideation

Mind map Co-creation

Evaluate Iterate

Minimum viable product

Final concept Business model

Observation

Discover

Define

Develop

Deliver


Define problem

Extract insight 01. Trend study

People demand change

£

4

Self-care Self-prevention billion

budget gap in NHS for caring long-term conditions patients

6 potential users 3 healthcare professions

For people in long-term condition and multi-condition, it is diffucult to maintain their condition because of...

• Tracking symptom and health data • Managing doctor’s advices and medication • Generating motivation to do self-care • Remembering complex instructions

7.9 million

People want access to healthcare that is responsive and flexible as online shopping.

02. Interview

Engaging patient to be more active in their own health and care by using application.

Hypertension

03. Mapping

User journey NHS service flow

70 %

NHS budget for long-term conditions patients

Patient-centered healthcare data management and sharing

A good integrated care model should always put users at the centre, and facilitate collaboration and communication between departments.


If you put the right tool in patients’ hands, they really can become experts in their condition and transform the way they use healthcare facilities...

Dr Simon Bourne

© The Guardian 2016


Method 80

NHS ?

Age

60

?

30 20

How Might we

Living with long-term condition and multi-condition (complication)

help the long-term condition patients manage their personalised health-care data with stakeholders and get support after treatment ?

Multiple

Fogg Behaviour Model transposition

After making design questions for the developing stage, we implemented a co-creation workshop and also an idea sketch session with mindmap based on the insights below as guideline.

Long-term support for better health maintenance

• •

• •

Easily monitor personal health data Quickly summarise large amounts of health information Easily share data with stakeholder

Provide psychological support Empower users behaviour on having medication, diet control and exercise. Build up support network with professionals and user’s community

Feasibility

Viability

Co-design

We build minimum viable product based on the first time ideation. And testing with 7 potential users and 5 healthcare professionals.

Desirability

IDEO Trifecta for innovation

Personalised healthcare data management

Condition

Persona

Age 20-60

Simple

Define user type

Throughout our interviews and desk research, there are 4 different types of user groups, we decided to conduct about Long-term condition disease patient’s who use the health-care service frequently and have a motivation about themselves. The most of the long-term condition patients are lack of confidence of health management also they did not clearly understand of their own condition cause the unhealthy behaviour.


Service proposition

Service map

Prevention

Patient-centered

Quick flow

Ccondition control and preventtion for furthur complication

Patient-centered healthcare data management

Quick recording and reviewing flow


Journey Manage Personalised health care data

Inputting Data

Organising data

Monitoring/ Analysing

Custom Report

Prescription

Organise data into

Long-term tracking for

Pick the dimensions and

Medical Record

understandable information

your body condition

metrics

Health Data

Displaying in inclusive way

Raise awareness of own

Decide how they should be

health

displayed

Daily Check

Incentive/ Reward

Diet, exercise,

Check daily goals

Virtual Role

bad habit

Symptom and diet diary

Achievement

Goal Setting

Reminder/ Alarm

Behaviour changing

Long-term support for better health maintenance Supporting network

Building up personal supporting network

Touch Point

Journey

Joining user’s community

Joining premium advice group


Evaluation

Client

Lo-fi Prototype

Relatives of chronic patient

Potential users

Digital lo-fi prototype (Basic layout)

Chronic patients

Pharmacist

Hi-fi prototype ver.1

Pharmacists

Hi-fi prototype ver.2

Clinician

Testing- clinician

Testing- potential users

Service structure

Lo-fi prototype


Medical review & Network connection Prescription Medicine information Diagnosis history Health matrix Community Contact

Personalized health manager "Dr. Mino" Make an appointment with GP. Set up personal “Daily Goal” and create reminders.

MYBOODY

Generate Report for efficient diagnosis.

Achivement The main virtual character can be changed by user that depends on user’s engagement of this application (if they well manage their goals and health data). User is leveling up by collecting enough experiences points. As Setting medication notification automatically by doctors, carers Setting desirable behaviour by doctors, carers, and also patients themselves Recording the symptom diary each day to generate the report Recording the diet diary regarding diet conditions

Medication reminder and personal diary

reaching to the higher level, user can have more choices on various of clothes and hair-styles and also have priority to join different event in community page. The user can select various of clothes, hair-styles and emotions.


O2

RISK TAX

New Social Care Delivery Model

Service Design Story Telling Visual Communication

The society is continually changing

es, and governments. According to

teract due to the rapid development

three tech-related scenarios, perso-

the way people communicate and inof technology in the last several decades. Nowadays, the development

Design Research Speculative Design (Provocation)

of new technologies such as artificial

intelligence has deeply affected how the government works and it may shape new models of service deliv-

ery. The main aim of this project is to explore what could be the new relationships between citizens, business-

the provided materials for research: nas given by JRC and society issues

that addressed by London Borough of Camden, we were seeking the potential new social roles. Eventually,

we proposed a provocation about what could be the future service

delivery model, figuring out how different roles are going to emerge and work in the future provocation.


Photo


Design strategy

Materials from EU policy lab

Future Scenario

Future trend

Persona Insight

Camden 2025

Service delivery model

What if

Goal Challenge

Benchmark Future societal actor

Future technology

Provocation

Design research

Storyboard

Design fiction

Final concept Societal actor map


Define problem

Extract insight

01. Scenario: AlGo-vernment Based on the scenario that we have chosen, in 2030, the government works based on AI automated decision-making system. The boundary between tech companies a n d g ov e r n m e n t i s a b l u r. Surveillance is strong and no privacy for citizens. People are more and more isolated as they work and communicate mainly in the virtual space. Moreover, the society tends to under a kind of ‘Blaming culture’ which means that everyone should take charge of their own health condition to get healthcare. People are within “social credit” system: an end-to-end social control where each citizen receives a numeric index of its trustworthiness and virtue.

No Privacy

Limited resources Strong CCTV

eID microchip

The boundary between Gov and Tech Companies is blur

Social Credit Virtual relations

Algorithm based decision making Gov rely on big data to make decision

Loneliness Industry 4.0

Fake news

02. Challenge of Camden 2025+ 01 No one should be lonely or isolated – everyone should feel connected to their community and be able to ask for help and support when they need it.

02 Everyone should know how to take charge of their own health and wellbeing , and be encouraged and supported to keep active, eat well and stay healthy.


What if...

Our idea focused on how can we take advantage of the technology to prevent people being social isolation. Here is our provocation:

the quality of resources used in the social care service delivery will depend on the citizens’ efforts in prevention ?

Proposal: new model of service delivery

AI-driven Adult social care service Aware

Prevention

Intervention

Advice Dancing class

Meditation programme

High

Digital Bitcion class

Professional human clinician

Service provider

Eligible Citizen

CitizenĘźs behavior

AI receives the data and detect

Tech company

Tech company

Self care score

Evaluation 45.0%

90.2%

76.4%

Intermediate Tech company AI-driven device

Ineligible Low

Score

Match with other isolated citizen


Storyboard Co-creation

How to interact with iser

Role of service delivery

Idea visualization

Lo-fi prototype:

Bench mark

DEfine risk signals/ risk factors/ Actions/ needs

To prevent the condition happens in advance and be prepared for the fees of service in prevention stage, we realized that our previous service delivery model is quite similar with the model of the insurance company. After furture study about insurance model, we started to think about:

A day in a life

Persona

Method

What if... the government shift the public service delivery into the insurance model?


Provocation

To bring the concept to life, we start to think of the possibility of the risk score and how it will be shown in our daily lives. Will that be as illuminated value on our arm? Will we receive the premium because of the high-risk score? Will the company seek for certificating their product with the effects of reducing risk score?


Future delivery of the Social Care services

Risk Tax Bill

We envisioned a Government that acts as an insurance company, collaborating with businesses in order to prevent citizens’ “claims”. In order to get the services when they need them, citizens have to pay a monthly premium according to their level of risk. Our vision of the service delivery of the future is a fully AI-driven system, where AI is in charge of it in three stages: awareness, prevention, and intervention.

272 High Holborn London WC1V 7EY

25

0

1 Jun 2034 - 30 Jun 2034

> 50 hr per week

75

< 300 steps per day

50

> 11 orders per week

25

< 10 min per week £ 15/month

projection

£ 15

£ 40

75

£ 70

100

£ 100

Your Risk Tax is calculated based on your real-time Risk Score and evaluated on a monthly basis.

01

If you maintain the risk score under 25 for over 10 years, you will stop paying Risk Tax.

£ 40/month

£ 64

£ 70/month

£ 100/month

(next month)

You need to pay Risk Tax contributions to qualify for national Social Care Services. You will be required to pay Risk Tax if you are 16 or over and either: (1) an employee earning above £162 a week. (2) self-employed and making a profit of £6,205 or more a year.

Save £ 24

You will need a National Insurance number before on your next you can start paying Risk Tax.

02

bill

Chat with friends

If you are determined as being eligible for Social Care Services by the Risk Moderator has Tax been 56 days since system, you can stop paying theIt Risk and the system will provide information about David. How about you called services and support options you available give him a call? according to your situation.

About the assessment by the Risk Moderator system: If your risk score is higher than 95, you will be Keep your considered a potential service user by the system. Then the system will review your situation again and decide whether you are eligible for social care support.

profile updated

It is time to change your Tinder profile pictures.

Please pay

£ 52.91 by 20 Jul 2034

< 3 matches per week

This calculation is based on a mix of risk factors and estimates of your personal risk score last year based on available information. It includes your current premium until 31 Jul 2034 and current Standard (Variable) prices thereafter, as well as discounts or charges, like VAT.

Late payment?

by following these recommendations:

How can you stop paying?

Top risk factor:

100

Your personal

50

Camden Town Hall Judd St, London WC1H 9JE 020 7974 4444

N*****68V

Tax Calculation

Tax rate

Risk score - Tax (£/per month)

7 Jul 2034

National Insurance Number

MR Harry Solo

0

About Risk Tax

Risk Moderator & Regulation

Bill Date

Walk more The average amount of steps for you to stay healthy is 500 per day.

Parks around you David and 17 other FB friends visited Primrose Hill during the past month.

Some of your services may be suspended if you do not pay the bill on time.

Netflix Your Netflix account might not be accessible until you pay the bill.

Deliveroo Your Deliveroo service will reject your orders until you pay the bill.

Please note we will frequently update your risk score and provide tailored advice at appropriate times


Risk score - Tax (£/per month) 25

0

£ 15

50

£ 40

75

£ 70

100

£ 100

Aware

Prevention

Intervention

Triangulating citizens’ personal data (e.g. clinical data, habits, digital activity, etc.) with the open data (e.g. neighborhood criminality level, area pollution, etc.), the Gov will feed an algorithm that assigns to every citizen a “risk score”. According to the score, every citizen has to pay to the Gov a “risk tax bill” every month, in order to get free Social Care services when they need them.

The role of businesses will keep people as far as possible from the intervention. This “risk score” becomes a crucial parameter that businesses will keep in consideration to tailor products and services for individuals. For example, Facebook will show you advertisements relevant to your “risk situation” (e.g. attend a certain event), Amazon devices or books, Tinder will recommend you more people suitable for you.

When your risk score exceeds a certain threshold, the Gov will intervene. It will be able to provide you with the right service immediately, without any assessment. All the data collected will be part of a lifelong and real-time assessment.

Everytime you follow a relevant recommendation, your “risk score” will be decreases, and consequently your bill will be floated based on your ‘risk score’. In this scenario, everything you buy, or you do, will be motivated by the aim to keep your “premium” low, so that businesses will focus their communication on that.


To lower down the ‘Risk Score’, apart from joining positive activities, it is also a good chance for technology companies to sell their products. For example, there will be a ‘Risk Labeling’ on the packaging of their product, telling citizens that by using their product, how much risk score they can reduce. For other products like a box of salad, could also show the ‘Risk Labeling’ to encourage citizens to live a healthy life.

In the whole design process, we faced debates on different controversial issues, like should we take care of freedom of speech, is it ethical, is it against the equality. People as part of the society, part of the huge data processing system, can’t easily understand which behavior lead to system’s decision making. If people aim to make personal experiences valuable and contribute to civilization, open data and freedom of information will be necessary for a data-driven society. But, who is the role setting the mechanism of this artificial intelligence? In the scenario “AlGo-vernment”, it is important to understand the intention of whom control the AI, citizen’s need is the prior parameter or business’s. And, how much possibility is there to realize the concept “citizen first” in a surveillance with totalitarianism, that’s the question. This led to the discussion about the possibility to have a review system from people to the state and how we let people win by making a counterbalance between powers.

Risk Moderator s -3 point /mont h

Amazon is our o ffical partner in the UK. They provide services to help you reduce your Risk Score.


O3

MyiL

A Strengths & Asset Based Screening Model to Improve Social Care Provision in Lambeth

Service Design Interview Analysis Idea visualisation Co-creation Prototype

MyIL, My Independent Life, a news-

further assessment. In addition, the

Adult Social Care in collaboration

the social and cultural activities tak-

paper created by Lambeth Council,

with AgeUK Lambeth for the senior citizens in Lambeth. The readers are

encouraged to scale different aspects of their life with simple statements. The responses will be analysed by

Lambeth Social Care experts, rec-

ommendations will be provided and respondents consideredâ&#x20AC;&#x2DC;at riskâ&#x20AC;&#x2122;will then be identified and contacted for

newspaper shares information about ing place in Lambeth.


Photo


Design strategy

Observation

1st research question

Lambeth assessment study

Stakeholder map evolution

Interview

Insight User journey

Speculative stakeholder map

SWOT

Personal statement 2nd research question

Prototype/ Idea generation Iteration

Service approach

Service journey

Persona

Define themes

Service blueprint


Define problem

Extract insight

18

Ageing population in UK (2039)

£

million

(over 1/4 population)

01. Key Issues It is a time of unprecedented demand and financial challenge f o r h e a l t h a n d s o c i a l c a re , driven by the growing numbers of older people in need of care and support, and those with complex health and care needs’. In 2016, local authorities spent £13.8 billion on adult social care services, more than

£168M above their budgets and tapping into their reserve funds (The state of health care and adult social care in England 2015/16). This has been a key dimension guiding our design vision. The proportion of elderly using digital tools is the secondary dimension guiding our proposed solution, also

13.8

27%

Adult Social Care Services (2017)

£

billion

people over 75s using tablets

(£168M above their budgets)

taking into account that still the vast majority of users in our target age group do not like to or actually use digital tools. From the perspective of service delivery, that despite the increased access and acceptance of technology by seniors with 44% of over-75s going online, more than half

(the remaining 56%) still do not. Furthermore, most of these (86%) have no plans to do so. Our solution takes this reality into account in an attempt to be truly inclusive and serve the Council, Age UK and its users to the fullest potential.

02. Insight 01

Seniors develop their individual methods of local support: local grocery services, cleaner service, local library, pharmacy and neighbours are key components of these networks. 02 Seniors feel secure in their house but get many unknown people knocking the doors. Going out after hours feels unsafe to most of the elderly due to real or perceived dangers in the neighbourhood.

03

Many senior citizens have heard the name of AgeUK but are unaware of the services provided by them and what kind of activities or support they might access.


Asset-based community development is a methodology for sustainable

How Might We

community development based on the strengths and potentials of the com-

facilitate senior citizens to follow their

ence available and organising the community to solve issues based on these

munity. It works by assessing the communityâ&#x20AC;&#x2122;s resources, skills, and experi(ABCD, Nurture Development website, 2016). We have used this approach in

aspirations towards a fulfilling life by

our service especially when considering what stakeholders could be involved

identifying their strengths and

in supporting the service delivery, such as friendly neighbours, GP Receptionists, Librarians or Community Centre volunteers as well as Age UK Lambeth

understanding their current situation?

volunteers from both Be-friend and SAIL units.

User

User

Social worker

User

Assessor Family

User User

Receptionist, Nurse

User

User

SAIL Team

Age UK Lambeth

GP Clinic

GP User

User

Nurse

Social Workers,

Council Carer

70+ senior citizens

Librarian

Local Shop

Neighbours

User

Librarian

Cafe staff

Assessor,

UK Office

Volunteer, BE-friend

User

Grocery

Lambeth Council

SAIL Team,

Office / Age

Library

User

Community

Home

Centre

User

User

User

Self, Neighbour

User

User

Volunteer User User

User

User

User


In this project, we needed to tie back to our brief and situate ourselves in the

ment, as the pre-screening tool should serve as an ‘early signals’ detector for

overall context (e.g. this pre-screening will work in combination with an existing

the Council’s Social Care professionals. We iterated this relation between MyiL

assessment form, which will be used ‘as is. So, we started to build those bridg-

and the current Social Care Assessment until we managed to streamline to only 8

es). We dissected the Lambeth Social Care Assessment Form to build the key

questions per section which could all be evaluated by a Likert Scale in order to

themes and sub-themes of our service solution.

provide consistent and usable output for the experts, as well as easy to under-

We researched strengths-based evaluation models and collectively decided

stand output and recommendations for the users.

that using positive personal statements would be a non-intrusive and human-centred way to screen our users. We found excellent examples of this such as CliftonStrengths and VIA Character Strengths and found that a Likert Scale would work well with these, after examining a number of more complex scoring models, such as Weighted Factor. We mapped Lambeth Council’s assessment in order to ensure our positive personal statements covered all the key issues which are being evaluated within that docu-


MyIndependentLife (MyIL) is a ‘positive personal statement’ pre-screening ser-

A web

vice that will provide early signals of potential care needs of senior res-

(desktop, mobile, tablet as scaled response statements)

idents in Lambeth Council, while optimising the current traffic referral overload towards Lambeth Social Care, which negatively affects the quality of work of this department by taking resources from assessing critical users.

As a third option, it could be delivered as an automated

MyIL consists of 40 personal statements grouped in 5 categories: Aspirations, So-

phone system with a scaling voice reply method (e.g. used

cial Relations, Mobility, Security and Personal Finances, Health and Wellbeing.

as a flow in Twilio, a call centre software currently being evaluated by Age UK Lambeth) or provided by the SAIL team instead of via automation.

The pre-screening tool will be accessible in two key formats: A newspaper format print paper, which is easy to use and a familiar format for senior citizens, with scaled personal statements. MyIL newspaper uses affordable optical mark

Report

recognition (OMR) technology so that responses can be scanned from a phone camera for automated transfer into the MyIL database. It also contains ads from local services and events for seniors, providing a context for their independent living needs.

Library

GP

Clinic

Council office / Age UK office

Community

Home

Centre

MyIL, My Independent Life, newspaper is a creation of Lambeth Council, Adult Social Care in collaboration with AgeUK Lambeth to understand the needs of the senior citizens in Lambeth. The senior citizens can scale different aspects of their life through simple statements. The responses will be analysed by Lambeth Social Care experts, recommendations will be provided and re-

1

spondents considered ‘at risk’ will be identified and contacted for

1

further assessment.

2

In addition, MyIL newspaper shares information about the so-

3

cial and cultural activities taking place in Lambeth.

Pre-screening tools

2

3

4

5

Report


01. Pre-screening tool on newspaper

02. Report Generate report for user Graphic analysis

Radar chart

Recommendation

Aspirations

Social Relations

Mobility

Security & Finance

Health & Wellbeing

Generate report for evaluator Radar chart

Early signal to assessment

Likelihood to engage in care or activities

Personal care Mobility

Independent

Risks Caring for Others

Isolated Sociable

Staying safe at home Eating healthy Living situation

Dependent


O4

Miscellaneous


Visual Communication Illustration Animation

Photoshop Illustration Flash


Lin Chien Yu  
Lin Chien Yu  
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