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