Gillian Gender-Inclusive Health Clinic

Page 1

1


2


gillian Providing gender-inclusive sexual healthcare

Jowain So / GR 620 / Spring 2020 Design Process Book


GILLIAN DESIGN PROCESS BOOK

Table of Contents 1 Concept Development 08

Topics for Investigation

10

Brainstorming Process

14

Concept Exploration

16

Topic Reframing

17

Final Topic Direction

2 Brand Research 20

Brand Framework

21

SWOT Analysis

22 Personas 24 Stakeholders 25 Competitors

4


3 Brand Development 26

Brand Name Development

28

Keywords & Moodboard

30

Logo & Identity Development

32

Poster Development

34

Final Posters

4 Brand Deliverables 38

Deliverable 1: Gillian Clinic

50

Deliverable 2: Mobile App

58

Deliverable 3: Website Forum

66 Conclusion

5


Concept Development

6


08

Topics for Investigation

10

Brainstorming Process

12

Concept Exploration

14

Topic Reframing

15

Final Topic Direction

7


CONCEPT DEVELOPMENT

Topics for Investigation From the numerous problems I’d like to see solved in the world, I narrowed them down to five topics that have the potential to present a human-centered design problem. I then explored each topic by investigating a fact, a problem, and an outcome I’d like to see. Finally, I narrowed my project down to the topic I’m most interested in.

01

Synthetic fiber pollution More than 60% of fabric fibers are now synthetics, which does not decay in landfills. (Source: The Guardian)

02

Women’s reproductive rights

03

Abstinence-only sex education

45% of 6 million pregnancies in the US per year are unplanned. More than half the states are hostile towards women’s reproductive rights. (Sources: The Washington Post and ACLU)

23% of sex education in US public schools follow an abstinenceonly curriculum. (Source: Guttmacher Institute)

04

Ethically sourced coffee beans

05

Chemicals in beauty products

Coffee is harvested from rainforests, which are delicate and diverse ecosystems. (Source: Fair Trade America)

8

The US cosmetics and personal care industry (make-up, shampoo, lotion, etc.) is largely self-regulated (Source: The New York Times)


Fact

More than half the states are hostile towards women’s reproductive rights. Problem Because extremist politicians have worked to shut down women’s centers, cut off access to affordable birth control, and shame women who have abortions across the US, women are denied the opportunity to make their own decisions, and can’t get the appropriate information and care they need. (Source: ACLU) Outcome I want to give all women access to the correct healthcare resources, information, and support they need, in order to ensure every woman can make the best decision for herself and her family. Every woman has the right to choose whether and when to have a child without undue political interference.

9


CONCEPT DEVELOPMENT

Brainstorming Process

I began exploring the topic of women’s reproductive rights by doing a quick mind map, jotting down whatever I felt was related to this topic.

10


I then translated these thoughts onto a brainstorm wall, categorizing each point into a quadrant based on these opposite terms: ethics/morals vs. laws/ politics, and pro-life vs. pro-choice. These quadrants helped me come up with more new points, which I added to the wall.

11


CONCEPT DEVELOPMENT

Concept Exploration After the brainstorming process, I yielded three different conceptual directions within the single topic of women’s reproductive rights.

Concept 01: Reduce unplanned pregnancies among all women with low income and educational levels. Question How can I help low-income and low-education women, with no access to resources, prevent unplanned pregnancies? Summary Unplanned pregnancy rates are highest among low-income women (ie. women with incomes less than 200% of the federal poverty level). Additionally, women without a high school degree have the highest unintended pregnancy rate among those of any educational level. Since these women lack access to educational resources, and also can’t afford contraceptives/medical insurance, I hope to educate women on using proper contraceptives and guide them towards affordable contraceptive options.

12


Unfortunately, I struggled with deciding on a workable concept. Concept 1 was too broad and very education-based, with no real calls to action. Concept 2 was too narrow from which to create a full-semester

Concept 02: Support all women with unintended pregnancies and considering abortion.

design project.

Question How can I ensure that women with unplanned pregnancies are given the

However, through discussing this

opportunity to make their own choices?

topic more with my instructor, doing more research, and conducting interviews, I made some changes and reframed my entire project. Read on to find out more.

Summary There is a huge stigma surrounding abortion. Moreover, there are an estimated 2,300-3,500 crisis pregnancy centers (fake clinics) currently operating in the US, while there are only 1,800 abortion clinics. As a result, CPCs now outnumber abortion clinics. I want to keep pregnant women from encountering such clinics, and point them towards the right clinics and resources to allow them to make the decision for themselves.

Concept 03: Vote against laws that suppress women’s reproductive freedom. Question How can I initiate change in laws regarding women’s reproductive rights? Summary Protesting and voting can help initiate real change in abortion laws. I hope to encourage people to protest and vote through promoting election awareness and participation (ex: organizing protests, fundraising events for Planned Parenthood and ACLU to keep them afloat, and start petitions). Through these actions, I hope to teach people how voting can make a positive impact on women’s reproductive rights.

13


CONCEPT DEVELOPMENT

Topic Reframing After some exploration and research, it came to my attention that transgender men who still have female reproductive organs need support too. Furthermore, anyone with a gender nonconforming identity needs extra healthcare support in general, as they’re often marginalized and cannot safely access sexual healthcare. Because this project has always been about inclusivity and access for all, I decided to reframe my topic to support the Transgender and Gender Non-Conforming (TGNC) Community.

Fact

TGNC individuals encounter high rates of discrimination in healthcare. 19% report being refused medical care altogether due to their transgender or gender non-conforming status. Problem Due to discrimination and even restrictions in medical insurance coverage, 48% of TGNC individuals report post-poning seeking care when sick or injured, and 50% report post-poning or avoiding preventive care. This reluctance often extends to seeking reproductive healthcare. (Source: NCBI) Outcome I want to give TGNC individuals a safe space to access sexual healthcare, as well as any other general healthcare needs. I want to be an ally to the TGNC community and help them feel seen by the medical community.

14


Final Topic Direction This is an intersectional sexual healthcare project. While there is inequality for women seeking reproductive justice, there is even greater inequality for TGNC individuals as many are being denied access to healthcare altogether. I feel it is really important to address this greater inequality, and narrow down my target audience to cater to the TGNC community.

New Design Concept: Support TGNC individuals by providing access to healthcare and resources. Question How can I help TGNC individuals receive the support they need when accessing sexual healthcare? Summary TGNC individuals currently don’t feel welcome at most clinics as they are heavily discriminated against and overlooked in the medical community. To solve this problem, I am going to create a brand that will help the TGNC community feel seen and safe when seeking sexual healthcare and general medical advice. I strongly believe that gender is a spectrum, and that everyone has the right to access healthcare, no matter what their gender identity may be.

15


Brand Research

16


18

Brand Framework

19

SWOT Analysis

20 Personas 22 Stakeholders 23 Competitors

17


BRAND RESEARCH

Brand Framework

Brand Name: Category: Location: Scope:

Gillian Service In cities around the US and online American organization

About the brand: Gillian is a brand that provides gender-inclusive sexual healthcare. We are committed to giving all TGNC individuals access to healthcare, as we believe gender is a spectrum and everyone has a right to healthcare, no matter their gender identity. We hope to achieve this goal by providing three main deliverables: a full-service clinic, mobile app, and website forum.

18


SWOT Analysis

Strengths This brand is unique. There is no popular brand out there that focuses on gender-inclusivity in healthcare. The fact that this brand is inclusive will make it easy to reach out to a large, varied target audience. Weaknesses Branding for different gender identities is very difficult. Unfortunately, the brand might not appeal to everyone to whom it could be of service. Because the concept of gender identity is very abstract and hard to design with, it will be challenging to get the right message across to the right people. Opportunities Because this brand is so unique, it will be easy to set itself apart from others. This is a good opportunity to be bold and stand out. Apart from being a good resource for sexual healthcare, the very existence of this brand could also help raise awareness about the rights of all gender identities. Threats Our top competitor is Planned Parenthood, as their resources are written to be sensitive and inclusive of other gender identities. Other threats include politics. Anti-abortion laws and anti-trans laws and supporters all over the US could stop this brand from becoming popular.

19


BRAND RESEARCH

Personas I’ve created three different personas to illustrate the target audience that I am designing for.

DEMOGRAPHICS Gender:

Trans male

Pronouns: He/him

Alex, 29 Trans Man

Race:

African American

Marital Status:

Unmarried, with partner of 4 years

Education:

Masters in Kinesiology

Occupation:

Fitness Trainer

Income:

$70,000 salary

Location:

New York

I just had top surgery and have still yet to get my bottom surgery. I’m transitioning because I’ve never truly felt like myself in this body. I am definitely interested in going to Gillian as I feel included in this community. I really appreciate that the brand is trying to make me feel seen and acknowledge my existence. It makes me feel like I matter, and that my medical decisions are equally important to other people’s decisions. I hope Gillian has come up with security measures to deal with potential anti-trans people infiltrating the clinic and community. Overall, I really care about this brand because it makes me feel like I have a safe space to go to for my sexual health needs.

20


DEMOGRAPHICS Gender:

Non-binary

Pronouns: They/them Race:

Caucasian

Marital Status:

Unmarried, with partner of 1 year

Education:

Law degree

Occupation: Mediator

Kay, 34 Non-binary

Income:

$60,000 salary

Location:

San Francisco

I think Gillian is an interesting brand because of it’s inclusivity angle. It makes me feel seen, making it a trustworthy resource for me to go to. I also see this brand as an opportunity to raise awareness about various gender identities, and how we were people too. I respect a woman’s right to make her own reproductive decisions, but I wish people knew that other gender identities have a right to choose too. I’m hoping for Gillian to be a safe, and reliable space for me to go to without others judging me for who I am and the decisions I’m making.

DEMOGRAPHICS Gender:

Intersex

Pronouns: They/them

Taylor, 40 Intersex

Race:

African American

Marital Status:

Unmarried, with partner of 4 years

Education:

Masters in Kinesiology

Occupation:

Fitness Trainer

Income:

$70,000 salary

Location:

New York

I just had top surgery and have still yet to get my bottom surgery. I’m transitioning because I’ve never truly felt like myself in this body. I never planned to have kids because I want to focus on my career, and have just never wanted to be a parent. I am definitely interested in going to Gillian as I feel included in this community. I really appreciate that the brand is trying to make me feel seen and acknowledge my existence. It makes me feel like I matter, and that my medical decisions.

21


BRAND RESEARCH

Stakeholders These are secondary audience members, who might be indirectly interested in this brand.

Health clinic administrative workers Admin workers at existing clinics would care about this project because they are the first people our clients interact with upon entering a clinic. They are the ones presenting the intake forms, receiving patients’ medical insurance information, and providing any information on the clinic. They’re there to communicate to patients in a non-biased, non-judgemental manner. Some possible concerns admin workers might have about Gillian is making sure all patient insurance information is recorded accurately. Health clinic doctors and nurses Doctors and nurses would care about this project because they work with our clients every day. They’re there to give non-biased, accurate information in order for people to make the right medical decisions. Some possible concern doctors and nurses might have about Gillian is making sure all the medical information provided is accurate and up-to-date. Abortion Clinics Abortion clinics would care about this project because they may work with the our clients, and they may want to make their services feel more inclusive. Gillian would provide a good education opportunity to these clinics in terms of using the right language on intake forms, written resources, and verbal communication. Some concerns that clinics might have is ensuring Gillian is providing the most accurate and up-to-date information to potential patients, and that they are getting directed to the right clinics in their area.

22


Competitors

Gillian sets itself apart from these competitors because it puts total gender-inclusivity in the forefront of its brand. It is direct about who it is addressing its message to, and in terms of reproductive healthcare, it makes an extra effort in making anyone with a uterus feel safe and included. Note that gender identity and sexual orientation are mutually exclusive.

Non-profit organization that provides sexual healthcare in the United States and globally.

Global legal advocacy organization dedicated to advancing reproductive rights.

Provides educational programs, resources, and consultation to healthcare organizations with the goal of optimizing quality for the LGBT community.

A federally qualified health center with providers who specialize in primary care for LGBT people and people living with HIV.

23


Brand Development

24


26

Brand Name Development

28

Keywords & Moodboard

30

Logo & Identity Developement

32

Poster Development

34

Final Posters

25


BRAND DEVELOPMENT

Brand Name Development I began my brand name development back when the topic was still about women’s reproductive rights. I brainstormed names that sounded friendly, reliable, and reassuring.

26


Potential names: 01 FemmOpt 02 Valinta 03

Gillian

04 Optio

Gillian Fortunately, the name I eventually chose still reflected my new topic well, so I stuck with it. TGNC individuals also need a brand that is friendly, reliable, and reassuring, so the name Gillian seemed appropriate, even after having reframed my topic.

27


BRAND DEVELOPMENT

Keywords & Moodboard Friendly In order to be perceived as an inclusive brand, the brand needs to feel friendly to its users. The brand should attract users by presenting itself as warm, welcoming, and inviting. Ultimately, Gillian should feel like a user’s close friend, to whom they can go to whenever they need support or reassurance. Reliable The brand should also feel reliable, as people are going Gillian for medical information. People need to trust that the information they are getting is accurate and unbiased. Reassuring The brand should reassure people that they are making the right decision for themselves. People need to perceive Gillian as the right place to go to for making their own sexual health decisions.

The overall visual verve is inspired by rounded Bauhaus-style shapes, in order to feel inviting, bold, yet inclusive and gender-neutral. We want people to perceive Gillian as a friendly and reassuring space to go to for support, as well as a reliable source of information.

28


29


BRAND DEVELOPMENT

Logo & Identity Development I began logo development by drawing as many different forms of the letter ‘g’ as I could. I also tried playing with the whole name just to see what I’d come up with.

30


gillian I played a lot with the organic shapes within the ‘g’ letterform, and eventually landed on this friendly-looking lowercase ‘g’. I then broke down the ‘g’ into smaller components of itself, symbolizing the brand’s intention to break down the social construction of gender identity.

i then added color to each piece, building on a neutral, yet friendly color palette that is pleasing to the eye. This helped me develop the brand’s overall visual system.

31


BRAND DEVELOPMENT

Poster Development My original moodboard included lots of skin tones, neutral colors, and navy blue to try and remain as gender-neutral as possible. However, this color palette wasn’t exactly feeling friendly, reliable, and reassuring, so I revamped my entire moodboard and re-designed my posters as a result. Here is my initial poster design for comparison.

I tried playing with the concept of spectrum through using abstract imagery, but the visuals ended up being too abstract to be able to understand the true message of the posters.

32


33


BRAND DEVELOPMENT

Final Posters After picking a much more fitting color palette and developing my visual system, I re-designed my posters to illustrate what my brand will look like throughout all my designed materials. The result was a very colorful, eye-catching visual aesthetic that is certain to grab the attention of passersby.

34


35


Brand Deliverables

36


38

Deliverable 1: Gillian Clinic

50

Deliverable 2: Mobile App

58

Deliverable 3: Website Forum

66 Conclusion

37


BRAND DELIVERABLES

Deliverable 1: Gillian Clinic The first deliverable is a full-service TGNC-friendly sexual health clinic. Services offered includes pregnancy testing, STD testing, abortion services, counseling services, birth control, emergency contraception, etc. Let me take you on a user journey through the clinic:

Patients would enter through this entryway.

38


Patients will find themselves in a well-lit reception area, where a receptionist

RECEPTION

would greet them and give them an intake form if they are walk-in patients. Volunteers are also onhand to welcome patients or answer any questions they may have while waiting. They would be recognized by their tshirts,

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

pictured on the left.

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

39


BRAND DELIVERABLES

WAITING AREA

Patients would then wait here as they fill out their intake forms, or read some brochures provided in the room. Information posters are also posted all around the clinic.

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

40


Intake form uses gender-inclusive language, and allows patient to write their preferred name, as well as their legal name for insurance purposes. Intake form also gives patient the option to ask a volunteer to join them in the examroom if they’d like.

41


BRAND DELIVERABLES

EXAM ROOM

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

Patient then enters exam room. As they wait for the doctor to arrive, they may choose to meditate along with the animation playing on the monitor. This is meant to help calm down any nervous patients, and to provide them with a more positive experience at a clinic. During the appointment, the patient’s appointment information would be shown on the screen, for full transparency and clear communication.

42


43


BRAND DELIVERABLES

Gillian would pride itself in training its staff in inclusive communication. To signify that a Gillian worker has been trained, they would wear this button, encouraging patients to feel comfortable asking any questions. Nurses, doctors, counselors, and other staff members would each have their own color-coded nametag to clearly communicate their position in the clinic (see right).

If needed, patients are given a front-opening gown, with pockets to keep their valuable belongings during their appointmen.

44


45


BRAND DELIVERABLES

After their visit, patients would be given a sheet summarizing what was covered in the appointment.

46


COUNSELING ROOM

Other rooms available at the clinic includes some soothing and comfortable counseling rooms.

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

47


BRAND DELIVERABLES

LAB ROOM

A lab room is also available for blood work and other tests. Again, patient’s information would be displayed on the monitor for clear communication. In order for patients to feel welcome, TGNC-friendly flags are also hung in

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

48

various rooms of the clinic.


SURGERY ROOM

Lastly, a surgical abortion room is also available for any surgical abortion appointments. Again, an animation will be readily available for patient to meditate to.

EXAM ROOM 3

SURGERY ROOM

EXAM ROOM 2

COUNSELING ROOM 2

EXAM ROOM 1

COUNSELING ROOM 1 LAB ROOM

RESTROOMS

WAITING AREA

49


BRAND DELIVERABLES

Deliverable 2: Mobile App The second deliverable is a mobile app to help users find a nearby Gillian clinic, or another TGNC-friendly clinic if Gillian is not nearby. This app also features a chat bot to privately ask any questions. All information on this app is confidential and fully HIPAA-protected.

TASK FLOW 1: Find a clinic near me

Home

Find a Clinic Near Me

Find a Clinic

Find a Clinic Near Me

94107

94107

Find clinic by city or zip

Welcome back!

Taylor

List

Map

List

All Clinics Gillian Clinic

Ask Gillian anything

1.3mi

View my profile

Prepare for my appointment

Open now

1234 Folsom St, San Francisco

677 Valencia St, San Francisco

0.1mi

View past appointments

User taps on “Find a TGNC clinic near me”.

Gillian Clinic Open now

677 Valencia St, San Francisco

1 34 Folsom St, San Francisco

10mi

Medical clinic

LGBT Medical Clinic

Closed now

455 Sutter St,, San Francisco

1010 Mezzanine St,, San Francisco

3.4mi

Planned Parenthood

TGNC health clinic

Medical clinic

Open now

Open now

325 California St, San Francisco

344 Ashbury St, San Francisco

2.4mi

A list of all available clinics would show up. User

A list of nearby clinics would show up, sorted

would enter their zip code at the top search bar.

from nearest to farthest. Gillian clinics would be highlighted with beige.

50

1.3mi

Medical clinic

Closed now

Gillian Clinic

0.2mi

TGNC health clinic

Open now

LGBT Health Center

0.1mi

Medical clinic

Medical clinic

Book an appointment

Planned Parenthood

Open now

Planned Parenthood

Clinics near 94107

Clinics near 9410

TGNC health clinic

Find a TGNC clinic near me

List

Map

SHOW LIST

User can toggle between l


c Near Me

Find a Clinic Near Me 94107

7

list view and map view.

94107

94107

List

Map

Find a Clinic Near Me

Find a Clinic Near Me

Map

Clinics near 94107

Planned Parenthood

0.1mi

Medical clinic

Planned Parenthood Medical clinic

0.1mi

677 Valencia St. San Francisco

Gillian Clinic

TGNC health clinic

0.2mi

TGNC health clinic

Open 8am-7pm

Open 8am-6pm

1234 Folsom St, San Francisco

677 Valencia St, San Francisco

Overview

Reviews

About

VISIT WEBSITE

CA

SAVE

Overview

Reviews

About

BOO APPOINTMENT

CA

SAVE

0.2mi

1234 Folsom St, San Francisco 0.4mi

LGBT Health Clinic

Gillian Clinic

1.3mi

User can also pull up list inside map view, so that

If a user wants to make an appointment at a

If a user wants to make an appointment at a Gil-

they can view both at the same time. User taps on

non-Gillian clinic, they can directly call them, or

lian clinic, they can directly book an appointment

orange arrows to view details of each clinic.

visit their website for appointment details.

through the app (see task flow 3).

51


BRAND DELIVERABLES

TASK FLOW 2: Ask Gillian anything

Home

ask gillian

Welcome back!

Taylor Find a TGNC clinic near me

ask gillian

Hi Taylor! I’m Gillian. I’m here to privately

Hi Taylor! I’m Gillian. I’m here to privately

answer any questions you may have. What

answer any questions you may have. What

is your question about?

is your question about?

answer any questio

is your question abo

Sex

Relationships

Sex

Relationships

Pre nancy

Bo ies

Pregnancy

Bodies

STDs/STIs

Other

STDs/STIs

Other

Ask Gillian anything

Hi Taylor! I’m Gillian

Sex Pregnancy STDs/STIs

Ok, what would you like to know about pregnancy? Here are some common

Ok, what would you

questions related to pregnancy, or feel free

pregnancy? Here ar

to type your own question below:

questions related to

to type your own q I have an unplanned pregnancy. What are my options?

I have an unplanned pre

Book an appointment

What are the symptoms and side effects of pregnancy?

Prepare for my appointment

What are the symptoms I think I might be pregnant. What should I do?

I think I might be pr

I am here to help yo

View my profile

View past appointments

moving forward. Re Ask something…

Ask something…

the right to choose

yours and no one e

here are your optio

User taps on “Ask Gillian anything”.

The Gillian chat bot would appear, automatically

The bot gives further prompts, to help narrow

giving the user prompts to help guide the user

down the topic.

Abortion Carrying to term

along in asking questions. User can also type into the bar below. In this case, the user has quesitons relating to pregnancy. Ask something…

The bot gives further prom down the topic.

52


ask gillian

ask gillian

n. I’m here to privately

I am here to help you make your decision

ons you may have. What

moving forward. Remember that you have the right to choose, and the decision is

out?

yours and no one else’s. That being said, Relationships

here are your options:

Bodies

Abortion

Other

Carrying to term

u like to know about

re some common

o pregnancy, or feel free

question below:

egnancy. What are my options?

s and side effects of pregnancy?

regnant. What should I do?

Adoption

There are types of abortion one can have: Medical abortion pill: The abortion pill works up to 11 weeks of pregnancy. You can usually have your abortion in the privacy of your own home. In-clinic surgical abortion: Surgical abortions are safe, simple medical procedures provided by doctors and nurses at a health center. Gillian offers both options. Did this help? Yes

No

ou make your decision

emember that you have

e, and the decision is

else’s. That being said,

Ask something…

ons: Adoption

Once the topic is narrowed down, the bot gives information on that topic. User can also write more questions in the bar below.

mpts, to help narrow

53


BRAND DELIVERABLES

TASK FLOW 3: Book an Appointment

Book Find aan Clinic Appointment Near Me

Home

Search forby service Find clinic ci y or zi

Welcome back!

Taylor

Select service Pregnancy Testing & Services

Book Find aan Clinic Appointment Near Me Search forby service Find clinic ci y or zi

Book Find aan Clini Ap

Search forby service Find clinic ci y o

Select service

Select date

Pregnancy Testing & Services

Pregnanc

May 2

Abortion Services

Find a TGNC clinic near me

Ask Gillian anything Emergency Contraception

Abortion Services

Initial Abortion Counseling

Abortion Appointment

S

M

6

7

T W Abortion S 1

2

8

9

13

14

15

1

20

21

22

23

27

28

29

30

H Services

Book an appointment

Prepare for my appointment

Emergency Contraception

Emergenc

HIV Services

HIV Servic

General Healthcare

General H

General Healthcare

View my profile

View past appointments

User taps on “Book an appointment”.

Counseling Services

A list of all the available services would pop up.

If user wants to book an abortion appointment,

User would select the dat

two appointments must be booked, the first being

for the initial appointmen

an initial counseling appointment, followed by the actual abortion appointment itself.

54

Ne


ppointment ic Near Me

Book an Appo ntment

Book an Appointment

Book an Appointment

or zi

Sele t appointment

cy Testing & Services

2020

S

M

T

W

T

F

S

13

14

1

16

1

1

1 Initial Abortion Counseling

W T Services

F

S

2

4

5

9

Confirm appointment

3 10

11

12

17

18

19

3

24

25

26

0

Initial Abortion Counseling Sandra Meng

B o

Counselor, LPCC, 4 years of experience

8:30 AM

10:30 AM

1:30 PM

2:30 PM

3:30 PM

4:30 PM

cy Contraception

De rah S ith

With

Deborah Smith

On

May 16th, 2020

At

Confirmation You have successfully booked your appointment for May 16th, 2020 at 2:30pm

2:30pm

Edit B o

Add to calendar

Counselor, LPCC, 10 years of experience

e t

ces

Healthcare

te they’d like to come in

nt.

8:30 AM

9:10 AM

10:00 AM

1:30 PM

2:30 PM

3:30 PM

Confirm

Ba k to ome

Fill o t intake fo m in advan e

4:30 PM

User is provided a list of available counselors for

User is then prompted to confirm all appointment

Appointment is confirmed. User can return to

this service. They can read each counselor’s bio

details. User can edit any details if they want.

the home screen, or fill out an intake form in

before deciding, then they can pick a time they’d

advance.

like to book.

55


BRAND DELIVERABLES

TASK FLOW 4: Take a virtual tour of a Gillian clinic

Prepare for my appo ntment

Home

Welcome back!

Booked a Gillian appointment?

Taylor

Do some prep!

Find a TGNC clinic near me

Ask Gillian anything

Book an appointment

Prepare for my appointment

View my profile

View past appointments

Take a Virtual Tour

Not sure what to expect for your appointment? Take a virtual tour of a Gillian clinic beforehand!

Not sure what to expect for your appointment? Take a virtual tour of a Gillian clinic beforehand!

360 view

360 view

We look forward to seeing you at Gillian! How can we help you feel more prepared?

View my upcoming appointments

Take a virtual tour of a Gillian clinic

Visit our forum to connect with others

Back to ome ENTRANCE

Lastly, users can prepare for their appointment by taking a virtual tour of a Gillian clinic so they know what to expect. Other ways to prepare is to view your upcoming appointments, or visit the mobile website of the Gillian forum.

56

Take a Virtual Tour

RECE TION

WAITING AREA

E AM ROOM

ENTRANCE

RECE TION

WAITING AREA

E AM ROOM


ENTRANCE

Take a Virtual Tour

Take a Virtual Tour

Not sure what to expect for your appointment? Take a virtual tour of a Gillian clinic beforehand!

Not sure what to expect for your appointment? Take a virtual tour of a Gillian clinic beforehand!

360 view

360 view

RECE TION

WAITING AREA

E AM ROOM

ENTRANCE

RECE TION

WAITING AREA

E AM ROOM

Additional screens (below), include viewing your past and upcoming appointments. Users can toggle between the two while they are on that same screen. When viewing past appointments, users can view their appointment summaries. When viewing upcoming appointments, users can add them to their phone’s calendar.

My Profile

Appointments

Past

Upcomin

Appointments

Past

Up omin

Taylor They/them

Sandra Meng

1 upcoming appointment:

Counseling services May 4, 2020 - 9:00 AM

Insurance

Edit View appointment summary

Aetna PPO W49980019

Deborah Smith

Bio

Initial Abortion Counseling May 16, 2020 - 2:30 PM A to alen ar

Le al ame

Edit

Lab Blood test

Annabelle Noelle Harding

March 10, 2020 - 1:00 PM

Preferred Pharmacy

Edit

View receipt

225 Bush Street, #100, San Francisco

Payment Method Visa ****2125

Edit

Sandra Meng Counseling services Dece ber 9, 2019 - 9:00 AM

View appointment summary

57


BRAND DELIVERABLES

Deliverable 3: Website Forum The third deliverable is a website forum, aimed to allow TGNC individuals to seek support &advice, share stories, and connect with others in their community. The forum is meant to foster a sense of community, unity, and safety among TGNC groups.

SIGN UP FLOW gillian

About gillian

LOG IN

SIGN UP

About gillian

LOG IN

SIGN UP

the gillian orum Is a unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another. SIGN UP

gillian

Sign up Create username

Enter email

Create password

Confirm password

NEXT

58


gillian

Explore

Welco e, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

Create profile Gender identity (optional)

Preferred pronouns (optional)

Write a short bio… (optional

I’ll do this later

gillian

C EATE

Explore

Welcome, taylor93!

the gillia forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

Profile My posts

My comments

Saved

You have no posts….yet! Edit

taylor93 Non-binary, they/them I like to explore gender identity and I lo e to read. Active since May 2020 NEW POST

At the Gillian landing page (left), vistors are prompted to sign up, in order to create their very own public profile. Username can be completely made up, and users would refrain from putting any identifying information as the forum is public. Users may choose to share their gender identity and pronouns. Users would then move on to exploring forum topics.

59


BRAND DELIVERABLES

EXPLORE FORUM FLOW

gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

gillian

Profile

About gillian

Log out

the gillian forum

the gillian forum

Search Filters:

Explore

Welcome, taylor93!

A unique platform for TGNC users & allies to share stories,

A unique platfor for TGNC users & allies to share stories,

seek support & advice, and connect with one another.

seek support & advice, and connect with one another.

Gender

Category

All posts

Subcategory

CLEAR FILTER

Search Filters:

Gender

Category

All posts

Search by keywords

Topic

Seeking

Gender

I had an abortion and I didn’t tell anyone. Looking for some support.

Support

Transgender male

11

My partner’s experiencing body dysmorphia. This is how I’ve been trying to help.

Support

Non-binary

9

My partner and I want to have kids before I transition (FtM). Options?

Advice

Transgender male

2

Subcategory

Search by keywords

Comments I had an abortion and I didn’t tell anyone. Looking for some support.

My partner’s experiencing body dysmorphia. This is how I’ve been trying to help.

My partner and I want to have kids before I transition (FtM). Options?

Transgender male, support

Non-binary, support

Transgender male, advice

11 comments

Reliving some past trauma from when I was molested as a kid. Looking for therapist.

Support

Intersex

5

My new partner doesn’t know I’m non-binary yet. Got any coming out tips for me?

Advice

Non-binary

5

I’m considering getting an abortion This seems like a welcoming community to share

Support

Cis female

8

This is the main forum page. All posts are color-coded by gender. Orange thunderbolts denote topics

Int

11 comments

11 comments

I’m considering getting an abortion. This seems like a welcoming community to h

My new partner doesn’t really know I’m non-binary yet. Any coming out tips?

Re fro as th

I’m having a hard time getting my parents to understand my identity.

C ad su

Users can toggle between list view and grid view of all posts.

that the original poster think might be triggering for others (trigger warnings). Users can search/narrow down topics by setting the filters in the orange bar above, or directly typing into the search bar.

gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

gillian

the gillian forum

Search Filters:

Explore

Welcome, taylor93!

Profile

the gillian forum

A unique platform for TGNC users & allies to share stories,

seek support & advice, and connect with one another.

seek support & advice, and connect with one another.

Category

Subcategory

CLEAR FILTER

Search Filters:

Non-binary

Sex & Relationships

Sex / Relationships

Search results

Search by keywords Pregnancy

Domestic violence

Search by keywords

Seeking

Gender

Comments

Topic

Non-binar

Communicating to a partner Support

Non-binar

Non-binary, other

11

My NB partner’s family is very unsupportive. Any advice for how I can help?

Safe sex

Advice

Non-binary

9

What’s helpful for your partner, when they’re experiencing body dysmorphia?

I am non-binary with a cis boyfriend who verbally abuses me. Help.

Advice

Non-binary

2

I am non-binary with a cis boyfriend who verbally abuses me. Help.

Advice

Non-binar

Reliving some past trauma from when I was molested as a kid. Looking for therapist.

Support

Non-binary, other

5

Reliving some past trauma from when I was molested as a kid. Looking for therapist.

Support

Non-binar

My new partner doesn’t know I’m non-binary yet. Got any coming out tips?

Advice

Non-binary

12

My new partner doesn’t know I’m non-binary yet. Got any coming out tips?

Advice

Non-binar

My new partner has never dated a non-binary person before. Advice for how to nav?

Advice

Non-binary

4

My new partner has never dated a non-binary person before. Advice for how to nav?

Support

Non-binar

Then filter by category.

60

Gender

Support

Advice

Cancer

What’s helpful for your partner, when they’re experiencing Sexual body dysmorphia? Orientation

Seeking

Polyamory BDSM / Kink

Emergency

My NB partner’s family is very unsupportive. Any advice forContraception how I can help?

Verbal abuse Dating

Abortion Birth Control

Subcategory Consent & sexual assault

Gender Identity

Topic

Log out

A unique platform for TGNC users & allies to share stories,

Non-binary

Search results

About gillian

Users can even filter by subcategory if they wish to narrow down the posts even f


C EATE POST POST

QUICK ESCAPE

gillian

Explore

Welcome, taylor93!

Profile

A out gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillian forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

CLEAR FILTER

Search Filters:

Category

Gender

Su category

CLEAR FILTER

Cis female Cis male

Search results

Transgender male

Search by keywords

Transgender female

Topic

Seeking

Gender

Support

Non-binary, other

11

What’s helpful for your partner, when they’re experiencing body dysmorphia?

Support

Non-binary

9

I am non-binary with a cis boyfriend who verbally abuses me. Help.

Advice

Non-binary

2

Reliving some past trauma from when I was molested as a kid. Looking for therapist.

Support

Non-binary, other

5

My new partner doesn’t know I’m non-binary yet. Got any coming out tips?

Advice

Non-binary

12

My new partner has never dated a non-binary person before. Advice for how to nav?

Support

Non-binary

4

Non-binary

Comments

Genderfluid

eliving some past trauma om when I was molested s a kid. Looking for herapist.

terse , support

My NB partner’s family is very Intersex unsupportive. Any advice for how I can help? Genderqueer

11 comments

Cis man here looking for dvice on how I can upport my trans girlfriend.

Back in list view, users can filter first by gender.

C EATE POST POST

ry, other

QUICK ESCAPE

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillian forum

seek support & advice, and connect with one another.

CLEAR FILTER

Search Filters:

Non-binary

Search results Comments 11

9

ry

2

Se% & Relationships

Communicating to a partner

CLEAR FILTER

Search by keywords

Topic

Seeking

Gender

My NB partner’s family is very unsupportive. Any advice for how I can help?

Support

Non-binary, other

11

What’s helpful for your partner, when they’re experiencing body dysmorphia?

Support

Non-binary

9

I am non-binary with a cis boyfriend who verbally abuses me. Help.

Advice

Non-binary

2

Reliving some past trauma from when I was molested as a kid. Looking for therapist.

Support

Non-binary, other

5

My new partner doesn’t know I’m non-binary yet. Got any coming out tips?

Advice

Non-binary

12

My new partner has never dated a non-binary person before. Advice for how to nav?

Support

Non-binary

4

Comments

5

ry

12

ry

4

further.

Explore

Welcome, taylor93!

A unique platform for TGNC users & allies to share stories,

ry

ry, other

gillian

Final example view of posts organized by non-binary gender, the sex & relationship category, and the communicating to a partner subcategory. 61


BRAND DELIVERABLES

VIEW OR MAKE A POST FLOW

gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

CREATE POST POST

QUICK ESCAPE

gillian

Explore

Welcome, taylor93!

the gillian forum

Sex & Relationships

Log

A unique platform for TGNC users & allies to share stories

seek support & advice, and connect with one another.

Non-binary

A out gillian

the gillian forum

A unique platform for TGNC users & allies to share stories,

Search Filters:

Profile

seek support & advice, and connect with one another.

Communicating to a partner

CLEAR FILTER

Create post

Seeking:

S

My NB partner’s family is very unsupportive. Any advice for how I can help? Title

Posted by xenia445 My partner has been out for awhile to their parents, but their parents and family don’t support it. Recently it’s gotten worse (to my knowledge). Their parents are forcing them to dress more “feminine”, and their brother stomped on their glasses and called them a “tranny”. They don’t have anywhere to go after school and they can’t really stay at my place because I live far way (I live a 50-minute drive from the school). I want to be able to help them the best I can, and be there for them as much as possible. Any thoughts on what I can do to help? Comment

1 hugs

Share

Sa'e

B i U

</>

T

T

1 2 3

Share your thoughts here...

Report

Post a Comment What are your thoughts?

Add tags (optio a ): Ge der

B i U

</>

T

T

1 2 3

COMMENT

Comment as taylor93

Comments (11) calmiddlesex says: This sounds awful. I’m so sorry your partner’s family is putting your partner through this. I can’t imagine how difficult it must be for them. I’m sorry I can’t help much but is there a GSA/LGBTQ support club at your school? If so, something might be able to be worked out with after school meetings.

To view a post, from the previous screen: User would click on the post that interests them. User can then read the full post in detail, comment on said post, give a hug, share, save, or report the post (if they deem it inappropriate).

62

Category

Subcategory

TRIGGER WARNING

CANCEL

To create a post, user could click the ‘create post’ button on the top right corner.


out

CREATE POST POST

QUICK ESCAPE

gillian

Profile

About gillian

Log out

CREATE POST POST

QUICK ESCAPE

the gillian forum

s,

Support

Explore

Welcome, taylor93!

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

Create post

Advice

Seeking

Support

Advice

I booked my first abortion counseling appointment at a Gillian clinic and I’m really nervous. What’s it like??

B i U

</>

T

T

1 2 3

I found out I’m pregnant a few weeks ago and I’m considering getting an abortion. I heard about the Gillian clinic through this forum so I booked my first abortion counseling appointment. Has anyone ever been before? What is the counseling appointment like? I’ve never been to a TGNC-friendly clinic before, and I’ve always had really bad experiences at health clinics. I’m excited yet nervous (since I’m dealing with a big decision) for my appointment. Would love some support/explanation from other people’s experiences with Gillian. Thanks!

Add tags (optio a ): POST

No &bi a y

Abo tio

Subcatego y

TRIGGER WARNING

CANCEL

POST

They’d add a title, and type their post into the textbox. User can toggle between seeking support or advice. They can also add tags to help other viewers find their post when filtering. User may want to add a trigger warning if they think their post describes events that may trigger others. Once completed, user would click ‘post’.

gillian

Home

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillia forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

Profile My posts

Edit

My comments

Saved

I booked my first abortion counseling appointment at a Gillian clinic and I’m really nervous. What’s it like?? I found out I’m pregnant a few weeks ago and I’m considering getting an abortion. I

taylor93

heard about the Gillian clinic through this forum so I booked my first abortion

Non-binary, they/them I like to explore gender identity and I love to read. Active since May 2020 NEW POST

counseling appointment. Has anyone ever been before? What is the counseling appointment like? I’ve never been to a TGN -friendly clinic before, and I’ve always had really bad experiences at health clinics. I’m excited yet nervous (since I’m dealing with a big decision) for my appointment. Would love some support/ explanation from other people’s experiences with Gillian. Thanks! 9 comm ts

2 s

User may return to their profile to view all the posts and comments they’ve ever made, as well as any posts by others they have saved.

63


BRAND DELIVERABLES

ABOUT GILLIAN PAGE FLOW

gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillian forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

About gillian

Forum Rules

Gillian is a brand that provides gender-inclusive

Please note that we do not tolerate hate speech on this platform, or any part of our brand. We

sexual healthcare. We are committed to giving

are committed to creating a safe space for everyone to share their experiences. All posts are

all TGNC individuals access to healthcare, as we believe gender is a spectrum and everyone

Quick Escape

Find a gillian Clinic

moderated by our representatives. If we see any hurtful comments, they will be removed

has a right to healthcare, no matter their

immediately and respective users will be banned. Furthermore, if you see any posts that are

gender identity. Use this forum to seek support

concerning, please report it by clicking on the flag icon below the post. Thank you!

& advice, share your stories, and connect with others in your community. You may also choose to visit a gillian clinic. Find your nearest gillian clinic on the right.

On the ‘About gillian’ page, users would learn about the forum’s rules.

gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillian forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

About gillian

Forum Rules

Gillian is a brand that provides gender-inclusive

You may have noticed the yellow ‘quick escape’ button on the top right-hand corner of our page.

sexual healthcare. We are committed to giving

This is here to ensure your safety and privacy. You can use this if someone (ex: an abusive

all TGNC individuals access to healthcare, as we believe gender is a spectrum and everyone

Quick Escape

Find a gillian Clinic

partner" is watching over your shoulder or enters a room and you need to quickly switch to

has a right to healthcare, no matter their

another website. Simply click the escape button to be rerouted, and leave no obvious trace. The

gender identity. Use this forum to seek support

button will immediately move from the gillian webpage to weather.com while simultaneously

& advice, share your stories, and connect with

opening an additional tab at google.com. After using the escape button, a user will not be able to

others in your community. You may also choose to visit a gillian clinic. Find your nearest gillian clinic on the right.

“go back” by pressing the back arrow. However, note that this does not keep a user from going back to check the browser’s search history.

The quick escape button on the top right-hand corner is explained here. The forum features this button to allow users to quickly switch to another website, in case an abusive partner is around to see what they are searching.

64


gillian

Explore

Welcome, taylor93!

Profile

About gillian

Log out

C EATE POST POST

QUICK ESCAPE

the gillian forum

A unique platform for TGNC users & allies to share stories, seek support & advice, and connect with one another.

About gillian

Forum Rules

Gillian is a brand that provides gender-inclusive

Our gillian clinics are full-service health clinics, offering services from pregnancy testing to

sexual healthcare. We are committed to giving

counseling services. To find your nearest gillian clinic, enter your zip code or address below.

all TGNC individuals access to healthcare, as

Quick Escape

Find a gillian Clinic

we believe gender is a spectrum and everyone has a right to healthcare, no matter their

Enter zip code or address

SEA CH

gender identity. Use this forum to seek support & advice, share your stories, and connect with others in your community. You may also choose to visit a gillian clinic. Find your nearest gillian clinic on the right.

Users can also learn about the Gillian clinic, as well as find the nearest Gillian clinic from them.

65


BRAND DELIVERABLES

Conclusion I learned a great deal from this project. Before this project, it never came across my mind that sexual healthcare and reproductive rights also applies to genders other than cis-gendered women. I had to consume a lot of new information through interviewing TGNC individuals, doing online research, and speaking with my instructor. It was particularly challenging designing for a target audience of which I am not a part in any way. Through taking on this project, I learned a lot about empathic human-centered design. I think that this project could further be expanded on, perhaps through events or fundraisers. I am especially excited about the clinic design, and even wonder if there is a market for this? Perhaps one day, I can make this clinic a reality.

66


67


68