Design Research | Service Design Project Journal Design work by Shu Qi Jiang @makingsenseviadesign
Statement The multilingual designer recently graduated as the master from Design innovation and Service Design at Glasgow School of Art in the UK. Passionate about social design, such as civil rights, social justice, public services. Now ready through design to shape the better world.
Shu Qi Jiang Service Designer | Design Researcher Glasgow School of Art
CONTENTS
1.
Beyond Gender Critical design for LGBT community
2.
.Matters X NHS24 Design for mental well-being
3.
Cinematic Experience Analysis and Re-design
4.
Stars’Trace Digital health care for autism family
Beyond Gender
Critical design for LGBT community
Cooperation with LGBT health and wellbeing, Glasgow This project uses design as a critical tool for questioning existing social norms (sexual identities and gender). Focusing on LGBT people (a group defined by sexual identity), the research explores the limitations and complexities of sexuality as a definition of people's identity. Such barriers not only exist in defining what is “different” to the individual and the group, but also the gap between the definition of self-identity and the definition of social identity. For the LGBT community, people usually discuss how to improve awareness to accept what is ‘different’. However, this project uses the minority group's perspective (LGBT) to step back and think about the relativity of difference. Via the workshop, it asks people to discuss sexual identity and rethink the 'different', beyond society’s gender norms: what is the real difference? Moreover, via passing the idea of beyond gender (not only female and male) to build the understanding of different groups and improve people's awareness of existed sexual identities(diversity) rather than educating people to accept or tolerate 'different'. In the end, through the service system map demonstrates that by reflecting on the given social definition and raising awareness of sexual identity, we can interact with each other more respectfully and comfortably.
Design Process Rethink& Redefine Step back thinking
Outcome
Confirm insight
Research question 02
Practice
Ideate
Research question 01 Deliver Workshop
Development
Design as the question tool
Verification Field Research LGBT talk LGBT individual
Desk Research
Field Re-research
Workshop
Community discussion
Game as the research method
Expert interview
Participant discussion Test & Feedback Co-creation workshop
What if...
General public
Society perspectives
Overall Research
Insights
Evidence Finding
Design exists throughout the research process
Conclusion
Rethinking tool Service system map
Background-Desk Research
10
Full
7.7
General population
5.4
LGBT
5%
Undergone conversion or reparative therapy in an attempt to ‘cure’ them of being LGBT
24%
Accessed mental health services in the 12 months
Respondentation of satisfaction for living in the UK
2/3 + Avoided holding hands with a same-sex partner for fear of a negative reaction from others
2/5 Experienced an incident because they were LGBT
In today's UK, LGBT people have equal and broad human rights. People are also more open to people who are defined as LGBT. However, according to the UK Government Equalities Office's survey of LGBT's experience in the UK in June 2017, LGBT respondents are less satisfied with their life than the general UK population. Although there are increasing laws on protecting the rights of LGBT people, as a minority in society, discrimination and some unfair treatment are still being suffered.
Field Research & Finding
Field Research & Finding
“It’s a safe space which ultimately makes it safe from judgement.” “Without being self-conscious and open for criticsm from unprompted hetero-cisgaze.” “Queer people face today the tags of unuatural or other. These lables need to be consciously unpicked. ” “It’s not of the physical attributes but of the practices, people and community which
“I didn’t want to be gay but started to realise around 13. I was worried about it and I felt so down.”
“I don’t know what is LGBT.”
“I’ve had people treat me differently, and behave coldly when they find out.”
“I don’t mind people with different sexual orientation.”
“I first came out to close friends, who are also LGBT, as I felt they’d be most accepting.”
“They are just people. But I know lots of my friends they are gay, they are They were discriminated against by people who believe they are not "normal".”
“When I was holding hands with my boyfriend, people called name.”
“It is against nature.”
exist within it.” I found that whether the LGBT community, the individual or the general public, the common thing is they all agree with ‘different’ and based on this 'different', they begin to decide acceptance or rejection of it. What does this ‘difference’ mean? Because of the existing social attitudes, an LGBT individual knows their differences, or the people around them cause them to realise their differences. For instance, when a boy shows the personality of a socially defined girl as a child, he is often ridiculed. Unfortunately, this ridicule usually causes a child to fall into self-doubt rather than self-acceptance. When he finds that he likes people of the same gender, the boy knows that he is different from others, and this difference is accompanied by discrimination, disapproval, and self-doubt. According to my interviews with LGBT individuals, such negative attitudes (from themselves and others) have led them to have a much more negative life experience compared to the general population. Then, I raised another question：what is really ‘different’? Can we reduce negative attitudes by accepting 'different'? With this question I explored the LGBT community to get in-depth understanding and find the answer.
Public Engagement
Step back to understand the formation of LGBT community To understand the impact of LGBT's identity on the behaviour of LGBT people in their daily lives and what these effects bring. I use the game as a research method, making the process enjoyable and playful, avoiding the sensitivity of direct interviews and the negative mood of the participants when they talk about their experience. This game simulates the daily context of the participants, allowing me to observe the behaviour of the participants during the game directly, and to understand the reasons and motivation behind the response during the conversation with them.
Game design Game cards This is the guidline and intorduction of the game. These game cards help participants understand the rules of the game and how to play it.
Your Safe Space
Personal Space Participants can put selected characters into their own space and create conversations between them and others
Public Space The public area is a space outside of a personal one. It is divided into four parts: residential area, leisure area, commercial area and stadium area. There are other subdivisions of public spaces in each area, and when participants come out of their own space, they can choose where they want to go(put their characters in the space). Through this map, their choices and behaviours are visible.
Game characters
Familiar people
Stranger Created by yourself
Different characters (self, familiar people, strangers, other roles that can be created) People can choose different roles, or they can create their characters and dialogues with others.
Engaging target group
To understand LGBT people well, I run the workshop with people from my cooperator(LGBT health and wellbeing community Glasgow). According to the rules of the game, first of all, I asked participants to choose different roles to build their own space. When they completed the space construction, they introduced the reason of why they chose these characters and why not. Then, I ask them to come to the public space that I can observe their choices and behaviours.
Personal space building
Jumping to the public space
Insights & Evidence finding
Insights
LGBT residence
LGBT company
LGBT
LGBT group
LGBT
We-ness space
LGBT restaurant
Huge we-ness space LGBT sth ...
Extended we-ness space
This definition of identity allows Via this workshop, I found that all the participants chose their familiar people when building their personal space.
the group of ‘us’ (both LGBT and
The most popular ones are partners and LGBT friends. When they come to the public space, they are also more
non-LGBT) to continue to expand,
inclined to choose the space with a rainbow flag.Therefore, I found that the community defined by sexual identi-
and there is always the opposite
ty (LGBT) has certain limitations, and it is constantly limiting its own identity definition. In my field research, I
of ‘us’ and 'them', and also the
initially thought that it was the general public's lack of knowledge about LGBT issues that caused such a lack
issue
of understanding, which leads to the negative attitude towards LGBT people. Simply because of an individual’s
rejection.
sexual identity, when we see this behaviour, it is defined as ‘different’. When sexual identity is as a definition of people's identity, it limits people's choices. When the social norm tells LGBT that they are different, they will also actively put themselves into this 'different' and choose the same thing as the identity definition.
about
acceptance
and
Evidence finding——Re-research
"They define me as a transgender woman, but I feel that I am a woman. Only when I am a woman, I feel that I am myself." "I hope other people can use 'she' as a pronoun to call and treat me, although I know that I look like a man." "As a non-binary, defining my sexual orientation is not an easy thing for me." “It's just my sexuality, like every part of everyone, but once I'm tagged with LGBT, it becomes the entire definition.”
Community Discussion Based on ‘what I found’ during the workshop, I began to question whether sexual identity can be used as a factor to define a person's identity, or if it can be a reason to put this person in a 'different' group? Does it matter? How can we solve the issue before it becomes a major problem? I brought this insight back to the LGBT community and discussed the sexual identity with members of the community.
What I found——’Very reason’ behind the insight Self
Society
What term I need to use to treat them?
Against
Male
Female
Male
What term I want Born-identity& Social-identity
Self-identity& Feeling
Me GAP
What term I
them use to me?
need to use to Them
?
treat them? What term I want them use to me?
Gender based
?
Like girls
In this discussion, I found that the definition of an individual's identity is not the same as the definition of identity given by society, and 'different' not only exists between LGBT and non-LGBT but also the status of the Lesbian
Gay
Bi
Trans
...
individual within the LGBT community. This difference puts people in a ‘box’ and makes people have to admit it—— put yourself into a community that is defined as ‘different’, or even a community that is different from your own identity. dentity.
Is there anything that 'out of the box', or is there a new definition not just by sexual identity(Female and male )? We determine people's sexual orientation based on our gender and give them various labels. When a person's standard definition is female, if she likes the same gender, then she is placed in the lesbian group. But, if this person's self-definition is male if ‘she’ likes females, how can we directly put ‘her’ into the lesbian group? When we define people using social identity, it may not be in a way that is comfortable and respectful to them. For example, for a ‘female’ (social definition) who self-identifies as male, it is not comfortable to live defined as a ‘female’. Furthermore, for others, this gender definition is confusing –
Female
Male
should we use 'she' or ‘he’ to describe the person? In what way we should treat this person? Especially for non-binary people, society cannot easily define these groups through sexual identity.
What is out of two ‘box’ ?
Ideate
Expert interview
Zy Evangelista PhD in LGBT psychology The University of Glasgow
“In the study of LGBT people, psychology, education and social sciences have entered a circular circle. Specifically for the LGBT community to solve problems or provide them with specialised services, but no one to question whether such identity definitions(LGBT) are reasonable, whether the differences we discuss are really different."
WHAT IF...
What if beyond gender(female and male) to let people rethink their sexual identity?
Taking the idea back to the community
I discussed with the community members that I work with about the idea’beyond Gender’. They suggested me to think about different contexts in daily lives, the contexts we are constantly being prompted for the definition of our sexual identity, and also these are places where there is a negative attitude towards sexual identity and controversial definition of sexual identity. For example, one of my interviewees told me that she was rejected when she was using a female bathroom because she is a transgender woman.
Framework Toilet Now
Startpoint
Different contexts
Hospital Airport Social media Clothing store
Awareness
Tomorrow(chould change)
Future
Rethinking New cognition
Shape the new identity
New ‘norms’
Based on their advice, I developed a framework. The framework is divided into three parts: now, tomorrow (can be changed) and future. Based on the suggestions of the community members, I decided to let people reflect on the definition of sexual identity from different situations in daily life. In discussions with community members, we chose the negative attitudes and disrespectful contexts caused by the definition of sexual identity: toilets, hospitals, airports, social media and clothing stores. Based on the rethinking in these everyday life scenarios, I hope the cognition of sexual identity (diversity) can be gradually improved. And in the future, through this redefinition, 'different' sexual identities become 'normal' and no longer become the whole identity of people.
Outcome
Game as the start point of rethinking and bringing people together Based on the advice of the community members and the framework, I designed a game and run the workshop. The workshop can lead people to reflect identity by completing small things in different scenes of everyday life in the relaxed, acceptable, playful way rather than serious education, and use empathy to think other's side, to get along with others respectfully and comfortably. For the game, it is similar to a journey, and I set different contexts in everyday life such as clothing stores, meeting, schools and hospitals on this journey. And there are different tasks in each setting. For example, the task in the meeting is to select a stranger, try to know them and introduce them to everyone.
Game design Context card I chose ten scenarios based on different contexts in daily life: airport, hospital, company, subways, parades, social media, school, bar, clothing store and toilet. Each context card is set up with a specific task that requires participants to discuss together or complete.
Journey board The journey map consists of different contexts, and the participants walk on the map by throwing the dice.
Beyond gender workshop
Play and discussion
To verify the use of the game and the effect of the game, I organised a workshop and invited people who identified as LGBT and non-LGBT to discuss together how to reflect on existing sexual definitions and break the use of sexual identity as a definition for people. This workshop is called "Beyond Gender". However, I am not inviting people to work with me to design a world without gender. Instead, we reflect on its limitations and 'differences' based on the existing definitions of sexual identity. I hope that through this workshop, people can recognise the diversity of gender, and start to question if sexual identity is really important as a definition of identity? Are different definitions of sexual identity really 'different'? Based on this question, people could reflect, redefine the identities of people, and weaken the use of sexual identity to define people. At the same time, via this workshop to reduce the limitations which these identities have brought for individuals and groups.
Feedback "In the beginning, I defined gender as male and female, but now I realised its diversity, or it shouldn't have boundaries. I think it should be a personal expression." "I think gender is a thing worth improving, or it's not a person's identity definition." "I realised that everything is treated to everyone in a respectful and consensual way."
The impact of the workshop Compering the knowledge for the sexual identity of participants before the workshop and after. I found that the workshop guided people to rethink and develop the definition of sexual identity. Hopefully, via the workshop, more and more people can reflect on the thing defined as 'different' (i.e. 'different' sexual identity); is it really different? Perhaps these so-called 'differences' are because of its natural diversity, rather than going beyond norms and given definitions (female and male), not to mention what is accepted and tolerated.
Handbook Based on the workshop, I designed a handbook for people to get conveniently. It is based on the premise of beyond female and male. Participants can bring themselves into different scenes to think (transposition). It includes eight different scenarios (hospital, school, company, clothing store, toilet, bar, airport and social media). In each scene, they have specific events, and according to different events to trigger reflection. This handbook also requires people to use empathy to think from the perspective of the other view. Let the handbook as a touchpoint to stimulate people's reflection on the existing social norms. Gradually shape the for-everyone, comfortable and respectful social environment.
Blueprint
Startpoint Workshop
Handbook
Now
Awareness
Shape the new identity
Impact each other
New ‘norms’
Tomorrow(chould change)
Future vision
matters Design for Mental Well-being
One in three people are regularly affected by mental health problems each year (Scottish Government, 2018). Mental health problems are a major public health challenge in Scotland and the current national health system needs to find new ways to promote and support mental well-being and self-management. As such, the project aims to explore new ways of offering both analogue and digital information, and support related to mental health. Through a ‘preferred future’ lens, the purpose of this project was to explore how to better centralise and connect the current health system’s disparate and unconnected services by using a citizen-centric and collaborative approach. The project was carried out in close collaboration with the out-of-hours service of the national health system NHS24 in the UK.
Design Process Step01: Problem Space: Build the right thing
General mental health desk reseach
Step02: Solution Space: Build the thing right
Learning
Desk research
Mental health of NHS24
Brief Analysis
NHS24 Interview
Ideas
Co-design
Youth Forum
Public Interview
Raise Question Overall Research
Research
Ideation
Understanding General Information
Understanding Analysis
Overall Understanding
Lead
Understanding different visions
Frame Work
What NHS24 trying to do
Concepts
Support
Gap Redefin brief
Problem finding
What public understand
Insights
New Brief Output
Understanding
Define
Test
Genal NHS24 Research & Public Research
NHS 24
Starting point
clinical out of hour service 111
website NHS 24
CONSTANTS Breathing Space ambulance service 999
webpage info & support
language line
BSL interpretation service
Breathing Space service line 0800 838587
website Breathing Space
Websites
Info Websites
webpage services provided
Living Life service line 0800 3289655
webpage Living Life
feedback line 0141 337 4597 webpage information
webpage resources
website NHSinform
webpage symptoms
information after stopping
information how and why to stop
addiction evaluation
Care Information Scotland
NHS inform service line 0800 228888
webpage self-help guides
smoking quit plan
webpage illnesses
webpage mental wellbeing
website NHS
Penumbra 01314752380
Respect Me 08448008600
SAMH 01415687000
website Children‘s Health Scotland
See Me 01415301111
Childline 08001111
webpage care & rights
CIS service line 0800 0113200
Knowledge Lab
Self-Check
website Knowledge Lab
website Telecare Self-Check
NHS24 e-learning
online self-check tool
Scotland‘s Service Directory
webpage palliative care information mental illnesses
practical help
let‘s think ahead ACP app
self-help therapies
information about care homes, money, support, rights, wellbeing, young adults
e-mail contact
online chat with advisor
anonymous live therapy via webcam online community /messanger
free smoking quit pack
Other websites
website CIS
@NHS24
webpage feedback
information about phobias, anxiety, depression, stress, therapy, traumas, anger
webchat with advisor
Products
patient advice & support service 0800 917 2127
webpage healthy living
Quit Your Way service line 0800 848484
4-9 sessions with coach
Personal contact
webpage test & treatments
webpage stop smoking
money calculator
Tools
patient reminder service
NHS inform
transition care plan document
website Parent Club website Mood Juice
website Samaritans
Samaritans 116123
website Be Mindful website Living Life
website Overcoming
website Scottish Partnership for Palliative Care
City Council Telecare 01412765615
NHS24 online mental health system The web services provided by the NHS24 are very complex. On the main page, users need to choose options that suit their situation, such as depression and anxiety. But it is difficult for them to make correct choices about their emotions because depression is usually accompanied by fear. And the user does not know the precise boundaries of different emotions in line with the clinical language. When the user makes a choice, the user needs to jump between multiple pages, and the time from finding the service to receiving the service is very long.
d Serv ices S cotla n We ll alt h-p Ca oin us t eLi wa vi y ng NH Li fe S In fo rm
alth e e Lin
ing
He
S an
Do
Life
g He Work in
The Samaritans
Choose
Breathing Space
sit amet, or Lorem ipsum dol
MENTAL HEA LTH
alt He ns re d l i ra Ch mb nu Pe Me See ul indf Be M d
oo
Low self esteem
CURRENT ENT RY PO IN TS
M
Generic entry point
d
lan
t co hS
ice
Ju
ary Prim
ealth
lH enta
M Care
Hub
Based on the knowledge of the network system, we
Trust
munity
m Ayr Co
investigated the different services offered by the various channels of the NHS24. And using
Mental Health
Ayr Action for
mapping as a method of building awareness,
Well Connected
connecting the service portal with the services Cross Reach
provided by the user, to understand the service
Commun
AD
ity Link
East-
CT
IO
Dunb
N
ing
nd
e
lin ild
ss a
ns re
N TIO LA ISO
e
tM
th al He
ec
nd
Re
GENERAL
ors ect
co ve r
Co ntr o
ell
yC af eD
ing
al
Di
re c
m
Asso
Sto ne
We llb
lC
ns
la ot Sc
b
onn ty C uni
Clu ent Par
m Com
ss
Co u
shire
ein
Str e
pport
to r
las
y
ses
ciatio
n for
service channels of the NHS24. Men tal H
ealth
s
Str e
types and target users offered by the different
Worker Su
arton
Step p
Ch
sp
Re
ild
Ch
BODY IMAG E
AB US E
ss
ne
l dfu
n
Mi
DI
There are many intersections (providing the same service) for the services offered by different entry
gC
las
ses
points. Although the services provided are detailed and universal, the solutions to various problems are the same and single, such as listening and GP suggestion.
ui
r
n,
me Wo or ple rt f po g Peo up g S Youn lin sel n and un Co ildre Ch
the Elderly
y Cafe d Bab nt an Pare itiative shire In barton re East Dun ve + Social ca ti for Crea
Tea Parties for
Contact the Elderly
Connec tions
Healthy Readin g Programmes
Sunday
Quantity Interview “Mental well-being is everyone connected” “It means a lot, it can happen to anyone at anytime” “I don’t have mental health” “...all kinds of emotion together... “Well, it means that someone has logic and common sense to live.” “This is something difficult to ask... it’s something nice.”
In a particular understanding of the NHS24 service, we want to know
For most of the respondents, they don't know what mental health is,
the user's perception of mental health, whether they will have the
or avoid this question. For example, “I don't have mental health.”
same/different views with the service provider. So we picked the
In the interview, most respondents have a negative attitude
question: "What is mental health for you? Can you describe it?"
towards this question.
Quality Interview 1 2
“Last week actually. I broke up with my girlfriend and got the worst tutorial for this semester. It seems like all the worst things are coming together in one day!”
We qualitatively interviewed 20 respondents. The reasons for their sadness are different. We learned that in different contexts, although respondents showed
3
2
“Any time I read of Brexit. It is afundamentally negatively thing because it will cause a lot of problems for this country. I don’t want to leave EU, because of my wife is German.”
the same emotions, the trigger points of emotions were different. It makes us realise that for NHS24, it may not be possible to provide the same service to
1
3
“My grandmother died last year”
users with the same feelings. Importantly, understand the context then assist.
Understanding Building & Insights
Understanding the Gap between different visions Public “language”
Reducing complexity by guiding patients’ from their A to their B. Based on the finding of NHS24 complex website, we hope to solve the existing problems, help users who use the website to find the services they need quickly. Take Google map as an example, and we want to help them navigate from point A to point B.
I don't know what is mental health I am afraid that I have mental health. I don't want others to label me. Mental health is negative
Transmission of information
Ga
Attitude
NHS24 “language”
Gap
I want them have self-care I hope them can talk about it that that I can help
Transmission of information
Shift in perception and attitude to make mental health a constant, not a condition.
p
Attitude
Insights
I want to understand what they need
Based on the difference between public attitudes and clinical attitudes, we hope that people can accept mental health and pay attention to their and others' mental health by changing attitudes (from severe issues to relaxed topics).
Recognising patients’ as individuals within their own contexts.
G
ap
Advanced technical
Industry “language” Clinical treatment Shape their mental health Technical support treatment and prevention
Complete system from engagement to recovery
According to the research, we found that although people show the same emotions, the reasons behind them are different. And there is a gap in information transfer between the user and the service provider (NHS24). If the service provider cannot understand the user's context, they may not be able to provide the service that they need. Thus, we want to close the gap of understanding through research. And once we understand the user's context, we can understand their needs deeply and it will be easier to guide their A to B.
Understanding-based Research: How can NHS24 expand the perspective on mental health and be more inclusive of individual contexts in order to be able to provide tailored access to the digital and analogue information relating to mental health?
Meeting NHS24 Staff
To verify the accuracy of our proposed insight and design direction. We went to the workshop to research NHS24 mental health hub and breathing space office to gain an in-depth understanding of existing service methods and vision.
NHS24 Expert interview After the interview with the expert, his answer testified to our insight. His attitude towards mental health is consistent with us: don't judge people, listen and companion. And he expects people to start paying attention to their mental health. However, he said that although they have these expectations, when they answer the user's phone because they can't communicate face to face, it is hard to understand the user's context, so it is difficult for them to respond to the user's needs. We began to think that if we can communicate face-to-face with users, it can help to understand the context. But our problems have been negated. Compared to telephone communication, face-to-face communication is not a safe way to tell their troubles and is considered to be not respecting privacy. And also, there is an attitude problem behind the inability to face-to-face communication – people think that this issue cannot be said and they worried about being judged (social stigma). So we decided to start thinking from two aspects, on the one hand, how to understand the user's context by phone or webpage, to ensure their privacy and understand their situation. On the other hand, how to change attitudes makes mental health become a part of everyday life, not a sensitive vocabulary.
Co-design Workshop
“
We hope that people can have self-care We hope people can change attitued: Mental health to Mental well-being We hope that we could understand people’s context in-depthly
“
We organised and facilitated a co-design workshop with a number of Senior Mental Health nurses working in the existing national health system. In this workshop, we worked with the staff to discern the direction of the new mental health hub and accordingly generated and modified applicable ideas that responded to both the insights we had gathered and from their experiences
Framework & Ideation
Framework
The framework is based on our analysis of the current user’s care journey. From our analysis we defined the following five steps: Awareness, Contact, Care Navigation, Care Options, and Care-Journey. The primary focus of this framework was to provide structure and hierarchy to our concepts and to help position them at the appropriate point of the user’s experience. The main feature of our framework was the Care Navigation phase, we defined navigation as the process of the health system remotely understanding the users’ respective context and their individual, appropriate need.
Ideation
How might we create the digital counterpart and self-care tool to the mental health hub that fits into our framework ?
Output
hour ·
Your mental well-being matters.com
· · mat t
s··· er
an · ·
··
··
·
Digital new touchpoint
The platform and accompanying suite of touchpoints aims to make information regarding mental well-being more accessible by offering a more holistic array of touchpoints with the topic, that stand to be more present in people’s daily lives. From the platform itself, to the digital tools, the information, self-help guides and signposting to other services on the website, to the an hour matters awareness campaign that would be present in partner public venues.
Self-care tool
This tea bag is designed according to different themes, such as Being relax and Being caring. And it has words inside of positive attitude about life, helping people to achieve self-care purposes. It can be placed in the workplace and is an ice-breaking tool that can motivate conversation.
When people feel tired, depressed and come to the lounge to drink tea, people pick up the tea bags, open the tea bags and notice the encouraging words inside then exchange them with each other to see the different words in it. It motivates people to communicate, relax and enjoy the rest time.
Service system
Matters is a platform that provides resources and tools that address the
Service strategy
following three things: it promotes mental well-being dialogue and discourse, it helps people to identify their needs and it gives advice to foster self-awareness. Our concept aims centralising information related to mental health and decentralising care.
BECOMING AWARE “This looks interesting”
RECEIVING
NAVIGATING
“I like how this responds to me”
“Let‘s see if they are helpful”
“This is what I like to do”
PRACTICING
GIVING FEEDBACK “I want to share my experiences”
“I really care how this will be
Our concept helps people to find the information they need. It tells people what they can do on their own to improve their well-being. Matters aims to deliver and improve their service collaboratively, and would offer users the opportunity to become ‘caretakers’ of the service and to help shape the future direction of it.
Future experience
providing servic
id prov
es
ing materia l health organisations
families workers
public students
city council
platform .matters
collaboration feedback
collaboration knowledge touchpoints funding
partners
public organisations schools
communities
giving feedbac k
pr ov idin g
charities funding and ac c e
ss
c irc ulate servic e
Collaborations & Partnerships
We recognise the current positioning of the nation health system in the UK, as such we want to place this new system in much more central collaborative position, building strong ties between public and private partners so as to deliver the best possible service and make mental well-being a much more integral part of society.
CURRENT FRUSTRATIONS
Digital Opportunities
Improved public experience in seeking help online.
Reduction of calls and a relief to the call-centre.
DIGITAL OPPORTUNITIES
Isolation of resources and services
Centralising information and suppport
Call saturation
Decentralising mental health care
Generic entry and response to people’s needs
Considering individual contexts
Misdiagnosis and uncertainty
Fostering self-management and awareness
Poor and one-sided triage
User-led care navigation
Gap in public awareness
Promoting good mental well-being
Negative attitude towards mental health
Shifting perception on mental health
Relieve emergency rooms and GP surgeries to allow those who genuinely need to access it faster.
A multichanneled service that holistically and is accessible to all.
Impact and Benefits
Cinematic Experience: Analysis and Re-design This project is mainly divided into four parts. The first part is the search for a service target group. We created a design proposal to seek project cooperation. The second part focuses on research, analysis, co-design, and service design tools such as stakeholder map, user journey map. The third part, understanding, is based on pre-research analysis and workshop knowledge, developing insight. In the fourth section, my group and I raised the design concept and tested it with customers in the cinema. The whole project based on the discovery, understanding, define, re-design and new service delivers (storytelling).
Design Process
Research Desk Research
Observation
Interview
Industry research
Cineworld
Public
Online user feedback research
GFT
Analysis
Ideate Mapping as the method
Co-design as the method
Reflection
Stakeholder map
Co-design toolkit preparation
Comparion
Overall user journey map
Persona creation
Discussion
Persona
Journey creation
Persona-based user journey map
Expression of user-centered creative experience Workshop hotreport
Ideate
Voting
Concept development
Concept testing
Service re-design
Deliver
Re-design Innovative persona Innovative experience Innovative service system
Understanding Building understanding
Scenario
Insights
Put “What if...” into user journey
“What if...” question
Desk Research & Field Research
Interview Industry backgroud
2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
13.91 15.27 15.87 17.00 17.40 17.13 17.60 19.17 19.18 19.31 19.35
Average ticket price – 2008-2018
Average annual spending per head population/ £
Research 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
“In 2018, 80% of the UK population are cinemagoers, increasing 25% since 2008 (64%). Moreover, UK cinema admissions have increased 4% and box office revenue has skyrocketed 50% to £1.28 Billion in 2017.”
5.20 5.44 5.95 6.06 6.37 6.53 6.72 7.21 7.41 7.49 7.22
Before starting the research, we believe that with the development of online video such as Netflix, fewer and fewer people will go to the cinema. But this set of data and literature shows that although the fare of movies is rising almost every year, the annual average of people watching films is still on the rise. The film industry is here to stay. But the way people watch movies has not changed radically. We are starting to think about how to iterate new services to bring new experiences and influence people's behaviour.
Observation
Social media feedback
“I don’t like noisy food”
“I hate the self-service machines”
“I like to see it on the big screen, I come for the experience”
“Coming to the cinema compared to watching something at home is like the difference between going to a concert and watching it on Youtube.
“I come to the GFT for the crowd as much as I do for the films”
Cineworld
GFT We collected people's comments about the cinema on social media. These
materials
serve
as
second-hand data to help us understand the factors that users care about and dissatisfaction within the movie experience. By visiting a large number of feedbacks, we found that friendly employees, comfortable facilities, and a clear guide system are essential reasons for a good experience and vice versa.
Two popular cinemas: Cineworld and GFT. We used the "fly on the wall" and "user perspective" methods. Facilities: Cineworld has six floors, an ample space, each level has a rest area and has its VIP restaurant，partner Starbucks, also advanced facilities, such as ticket machines. GTF is traditional, two floors, people need to buy tickets or collect tickets in the box office, there is only a small space cafe. User: During our two-hour observation period, Cineworld is dominated by young viewers, and GFT's user base is mostly older. Experience: Cineworld: During the ticketing/purchasing process, I found that the user stayed in front of the ticket machine for a long time. During the observation period, nearly half of the users had completed the ticket/purchase after repeated operations on the page. GTF: Need to queue in the process of ticket collection/purchasing, waiting area is crowded. Then, we have personally experienced it from the perspective of the user. For Cineworld, we chose to use the machine to purchase tickets. When I entered the seat selection interface, the system reminded me that I could not select the interface I wanted to choose. I had to quit and choose again. This experience adds to my anxiety. At GFT, we decided online booking and offline buying respectively, but we all picked up tickets and purchased tickets in the same box office, and did not feel the difference between the two ways. In this observation and experience, we have a general understanding of the facilities and service processes of the cinema, and some initial pain points.
We interviewed users to gather their Motivation (the reason for going to cinemas), Behaviours (How often), and Mentality (the most like/dislike of cinemas). People who rarely go to the cinema are often for a specific film. Most of the interviewees who went to the cinema frequently are because of the atmosphere of watching. They mentioned that going to the movies has become an activity to spend time with friends/partners/family, and part of socialising. It is a new point – going to the cinema may be more than a personal experience of watching movies, but a social event or a channel for people to get together.
Research Analysis
Analysis Mapping as the method
FREQUENCY
Stakeholder map
technicians suppliers invited guests
students
Based on the research, we analysed the information. Use mapping as a tool to
teachers
critics
disabled people
DAY
help understand the stakeholders in the cinema and the relationship between them. Spread out from the centre of people who go to cinemas frequently. In the
projectionists
tourists
festival visitors
providers and inviting visitors..
cleaning staff
ushers
families
bar staff
couples middle-aged workers
PRE-SERVICE
SERVICE
POST-SERVICE
young people
Overall user journey map
Touchpoints
nerds
Action description
members
part-time workers
Advertisement
Planning
Awareness Users become aware of
Co-ordination Users schedule date, time and place. (Involving others in this process)
screenings.
Digital Facebook Twitter Instagram Youtube/TV Website
Digital Facebook Website
Analogue Posters Printed media Word-of-mouth Building
Analogue Posters Printed media Word-of-mouth
Booking (Optional)
Arrival
Reservation Users can book tickets and seat positions in advance, online or in person.
Entry Users arrive by personal or public transport links.
Digital Website
Analogue Building
Digital Website
Analogue Building
Digital Website (Internal)Screens
Analogue Brochure
Digital Website Email
Analogue
Digital Website (Internal)Screens
Analogue Brochure
Digital Website Email
Analogue
Ticket- machine
Ticket collection Ticket Users collect or purchase their tickets from the ticket machines.
Digital Website Email
Analogue Ticket- machine
Analogue
Screen egress
Cinema egress
Waiting Users elapse time before the start of the screening.
Before screening
Entry Users naviagte to the appropriate screen and use their ticket (usher) to gain entry.
Movie Users are shown approximately 30 minutes of advertisements and
Post-movie Users recombobulate then exit the screen (optionally taking/ disposing of their litter)
Post-movie Users exit the cinema.
VIP area Kiosk/bar Facilities Signage
Ticket Usher Signage Seating (Equipment)
Screen Seating (Accessibility features) (Facilities)
Belongings Signage (Bins) (Facilities)
Signage (Facilities)
Kiosk/bar Facilities Signage
Ticket Usher Signage Seating (Equipment)
Screen Seating (Accessibility features) (Facilities)
Belongings Signage (Bins) (Facilities)
Signage (Facilities)
Condition of facilities
Signage
Pricing/novelty/quality of snacks Location
Comfort Accessibility
Relevance of ads Quality of projection and sound system Atmosphere
Convenience Other users Queuing (Facilities)
Facility experience Transport links
Condition of facilities
Signage
Pricing/novelty/quality of snacks Location
Comfort Accessibility
Relevance of ads Quality of projection and sound system Atmosphere
Convenience Other users Queuing (Facilities)
Facility experience Transport links
Due to the different user groups during the day
XP driver
Building
and night, and the cinema audience is very
Emotional response to trailers Quality/relatability
Convenience of time and date Availability
Emotional response to trailers Quality/relatability
map has no specific group, shows everyone's
Timing Accessibility
Convenience of time and date Availability
Convenience Price + booking options
Timing Accessibility
Convenience of ticket machine Waiting time Atmosphere + people
Waiting time Atmosphere + people
Viewing options
Needs
journey map based on previous research. This
Convenience Price + booking options Viewing options Function-hire availibility
diverse. We first sketched the general user
experience of going to the cinema：thinking of
Screen entry
It demonstrates changes in user experience in real time, also the appearance of pain points
Response Post-movie showing, optionally sharing their experience with others.
Digital Reviewerplatforms Facebook Twitter Instagram
Analogue Word-ofmouth
Digital Reviewerplatforms Facebook Twitter Instagram
Analogue Word-ofmouth
Convenience of response
Convenience of response
Finding applicable time and date Co-ordinating with other users
Co-ordination Organisation Convenience Useful interface
Suitable transport links Parking spaces Handicapped accessible Signposted
Get the ticket(s) for the correct price at the correct showing
Food and drinks Facilities Passing time
Finding correct seat
Understanding and enjoying the movie
Gathering things Promptly leaving screen
Final facility use Exiting the building Getting home
Forming and voicing their opinion Sharing their experience
Being informed about current events and new screenings
Finding applicable time and date Co-ordinating with other users
Co-ordination Organisation Convenience
Suitable transport links Parking spaces Handicapped accessible Signposted
Get the ticket(s) for the correct price at the correct showing
Food and drinks Facilities Passing time
Finding correct seat
Understanding and enjoying the movie
Gathering things Promptly leaving screen
Final facility use Exiting the building Getting home
Forming and voicing their opinion Sharing their experience
People asking after your opinion
Exciting atmosphere
High points and pain points
the screenings, watching the movie and leaving.
Screening
Being informed about current events and new screenings
films, booking tickets, arriving, waiting, entering Highs Unable to co-ordinate dates and times with others
Online booking slot expires and you have to start again System failures in the payment process
No dedicated parking
Queueing for tickets in a time sensitive environment
No-where to wait (without having to buy something)
Confusing ticket machine interface
Having to provide ID to qualify tickets
The noise of people eating
Queueing to leave rows
seat in the dark
Pains
and design opportunities.
Personalised advertisement
Cinema provided co-ordinating and scheduling service Collect the user’s time (?)
Opportunities
NIGHT
box office staff
centre is cinema staff, then the audience, the third party support such as movie
journalists
kids elderly
Personalised advertisement
Cinema provided co-ordinating and scheduling service Collect the user’s time (?)
Special interest screenings More incentives
Special interest screenings More incentives Cinema app
More comfortable/engaging ways to spend waiting times Improved ticket machine interface
More engaging ways to spend waiting times E-ticket
Social waiting areas
Improved seating
Cloakroom
Parallel movie streaming
Children’s area
Digital group chat
Group activities Live reaction
Improved seating Social area for waitng
Facilitated discussion about the movie
Parallel movie streaming
Facilitated discussion about the movie Group activities Live reaction
Live feedback Digital group chat
Analysis Persona-based User Journey Persona After we analysed the stakeholder and general user journey, we created personas based on the research information. Four different personas represent four different main user groups: young single female student, outgoing, like niche movies. Young individual staff, quiet and like to enjoy time by himself. Couples, watching movies as a social event, like to discuss films with people. Older people, talkative, like a quiet and comfortable watching environment. These user groups allow us to have a comprehensive understanding of cinema users and understand their behaviour and lifestyle..
Persona-based user journey map We put different types of personas to the user journey map, envision their journey from booking to the end of the movie. Depending on the users, the touchpoint they use to engage services and experience is different. For example, Lisa chose online booking and ordered food, enjoying food while watching a movie. John decided to buy tickets at the box office and dislike the noise caused by the food. Peter likes to leave alone after the film and discuss movies online with friends, while Alice and George want to talk with people after the movie. Based on the different targeted user journey maps, we found that they have different behaviours and sometimes they negatively impact each other. We began to think about whether there is a new service that can encompass various types of customer groups and let them have a positive impact on each other.
Co-creating
Co-creating Workshop
To get inspiration for the cinema service and better meet the user's expectations. We held a workshop working together to create a cinematic experience that fits their vision. In this workshop we got a lot of new ideas; many of them are impressing. For example, a participant mentioned a language translation device; the audience can hear the native language without watching the subtitle translation. However, this workshop also has limitations. I found that during the introduction, the participants focused on telling their interesting point rather than the whole journey. For example, a participant focused on the design of the movie ticket; he hopes the ticket can be designed according to different movie themes. And some of the participants created persona just because they find it interesting or creative. Perhaps we did not explain the participants in detail at the beginning, but we did not want to set the rules for this workshop to limit the participants' interest and imagination. However, maybe we need to find a balance between usability information and creative information.
Toolkit Persona creation
User Jounery creation
Expression of experience
Participants created their own persona based on age,
Users create their own user journeys at different stages of
After the user journey map creation, each group explained
gender, hobbies and personality
the experience based on the inspiration card.
the new experiences and the reason for a different journey.
Insights
Customers have different attitudes to booking processes Customers would like more (social) space Customers think that the cinema’s target audience is exclusive e.g mothers
Put “What if...” into user jounery (scenario)
Customers have polarised experiences of food Customers have the need to to voice their opinions and thoughts on a film
Booking
Customers think the cinema is too expensive
Simplify the ordering process, offer a wide range of options and tips before the movie opens Waiting Diverse social space options, for example, the space for kids. Screenings Independent screenings are available, such as food-free, eating from film screenings and screening rooms for moms. After Screenings With real-time feedback, viewers can use this as a starting point to discuss movies，it can also promote the composition of movie-based social communities. Leaving The viewer can pay after watching the movie.
Concepts & Voting
Concepts
We visualise the "What if..." question and generated our concepts. With these concepts, we went to the cinema to test and let the audience choose their ideal movie experience.
Show starter
Eating From The Screen
Live Feedback
Voting based concept Based on the voting of the concepts, we selected three of the most popular viewing experiences to elaborate and integrated these three concepts into the entire viewing journey.
Blueprint for New Experience
Stars’Trace:
Digital health care for autism family
Stars’Trace is an innovative service that helps develop the potential of children with autism and supperts their famiies. It includes early in-depth research on autistic children’s centres to establish the new service and solve the different problems. Through this service, we have successfully built autistic children's community and supported hundreds of autistic families, helped their children receive better treatment, and triggered public donations, volunteer support and peer-to-peer support. As community-centric service, we build every new centre expansion in different communities and support to hundreds of new autistic families every year.
Background
In 2017, according to the report on the development of China's autism education service industry, there are more than 10 million people with autism, and more than 2 million of them are children between 0 and 14 years old. Surprisingly, 98.7% of the population did not receive effective services, professional teachers of autism services only covered 1.3%, and autism integration education is almost zero in China. Among them, there are 1345 national registration agencies, but parents of children with autism create about 50% of them. It means that it is difficult to establish uniform standards of service, and the impact of the service is not apparent. The integration of autistic children to society is a huge challenge. For example, there is no professional and complete service system for an autistic child from diagnosing by a hospital to searching for treatment. Once the child is diagnosed with autism, the blow is almost devastating for a family. In medicine, parents don’t know how to find help. In education, traditional schools refuse to accept autistic children. In daily life, parents have to take care of their children throughout the day, because these children have language barriers and cognitive impairments that require constant attention.
Field Research
About Autistic Children
Shadow
we conducted face-to-face interviews with parents to understand their experiences and expectations. In the process, we gained the challenges and needs at different stages of their child's growth. And alsoďźŒWe used shadow tracking research methods to track five different parents with their children in different contexts (autism institutions, public places, home.) and how they interact with things around them. This method helped us to had an understanding of their daily lives and the diverse needs of interacting with different touchpoint in different scenarios.
Clinical Manifestations
Observation
Mental retardation Social barriers to communication Language disability (Main)
Diagnosis Narrow interest and stereotyped behavior patterns
If parents find that their child has these typical clinical manifestations before age 3, the exclusion of other developmental disorders can be diagnosed autism.
Using a shadow-tracking method, we followed five autistic children and their parents that we could understand how they interacted with things around them in different contexts (public, institutional, home).
Participated classes According to the strategic needs of an autism centre (client), we entered the institution for field research. This research is aimed at the managers and teachers of the organisation that can help us to understand the current situation and the vision for strategic transformation. We used ethnography mothed such as “fly on the wall�, via joining day-to-day work and classes to build a comprehensive understanding of the organisation. Based on it, we organised the interview questions and conducted face-to-face interviews with managers and teachers to understand their challenges and needs. At the same time, these interviews also helped us understand the current state of autistic children and parents.
Analysis & Scenario
Problem Tree Main
Parents can’t find anyone who can help them
Secondary
Parents spend more money Parents feel helpless
Parents are afraid to face, and they afraid to tell others about their children’s symptoms
Institutes are hard to survive Children receive unfair treatment
Children are discriminated
There is no connection between Hospital,
Schools refused to accept these childern
Autistic children are not able to control themselves
institute and parents
Parents have poor expertise of autism.
Institution lacks of funding,they have to
The publicity from the government to the autism is not enough. Lack of attention to autism
Hospital has no specific department
charge parents high fees.
Hospitals have almost no dedicated departments.
Groups are too small and scattered The degree of special-education is uneven Low level of awareness to autism
Empathy Map of Kids Think & Feel
Maybe they like my painting I want my mother
I want to play with other children
I am so confused and I don’t know what are they going to do
The parents of the other
Father and mother
Why are they so hard on me
children told them not to
Other children I am afraid that my mother would leave me
play with me My mother told the teacher that they would give me a chance to go to school
Hear
My teacher doesn’t to like me
Some strangers
My teacher
environmrnt arround me is strange
My mother said sorry for me and hope they
My mother forced me to go to school
can understand me They forced me to learn something strange
Some strangers said I’m a bad boy and I’m sick My mother and my special-education teachers told me I’m great
I scream
I hide from others
Other kids draw different painting
I can told them nothing
My mother and my specialeducation teachers repeated their words over and over again
Other kids don’t want to talk to me Nobody likes to play with me
I just do someting I like, sometimes I’m drawing Most of time I don’t feel what other people think of me
Say & Do Pain No one can really uderstand what they want Their parents do not know about their illness and can not properly guide them Schools refuse to accept them, other people prejudice against them,they have no friends
They are afraid that others will bully them
Gain People can understand them People can be kind to them instead of losing their temper
Painting make them be noticed and praised
See
Stakeholder | Who Affects Them
Scenario 1
care of the child under the guidance of a doctor and takes him
Main
Second Autism
to the aut- ism rehabilitation center for better treatment.
Government
organization Autistic children
When the child is found to have autism, the mother can take
Parents
Special-
2
Hospital
education institution
Autistic children's mums know many parents who share the same experiences with her and often encourage and learn from
Commonweal
each o- ther.
organization 3
The public
Parents learn that there is an event for children with autism on weekends, and she helpes her son to named and prepare for the event.
4
Parents learn about the child's level of rehabilitation in the organisation and see the child progress.
How to get them linked together
5
Mary is an office worker and she learned that there was an art exhi- bition of autism children at the weekend and decides to go see it, so on the weekends she comes to the exhibition under navigation.
Their behaviors
Use Wechat to contact and get information
6
It is hard to reach other people
Let
only in Wechat group, basical-
know and expand
ly the yare just parents and
their infl- uence to
teachers of the in- stitution,
solve the pr- oblem.
which is a small circle and still can not solve the pr- oblems they are facing, but it is a good starting point.
more
Mary thinks these kids are really talented and she really likes one of the paintings and bought the picture.
people 7
The exhibition donated the money to the institutions to help them run and provide children with a better teaching and learning environment.
Insights & Visions
Insights from managers For the centre, they help autistic children with a limited scope, and lack of professional teachers and volunteers. In interviews with managers, we learned that the primary source of autistic children treated at institutions is the recommendation from parents of children who have been treated in the institution. The institution is mainly responsible for the clinical treatment of children, but the management of daily treatment and care of children outside the institution is not uniform. Managers hope that their institution can reach different communities that they can help more children, and also provide a variety of services, such as social activities to communicate with the "outside world", assisting children in joining a fusion school after the clinical treatment.
Visions for managers Expand the touchpoints of the autistic centre. Expand the scope of services and diversified services, provide autistic children with integrated services from diagnosis, treatment, education and integration with society.
Insights from teachers Via participating classes and interviewing teachers, we learned that they usually provide clinical treatment to children, including language and attention training. They told us because of the nature of autism; it is difficult for them to help children in ways other than clinical treatment.What's more, they mentioned that the family plays a significant role in the growth of autistic children, and the way of conversation between parents and children is substantial. Therefore, they hope that even when the child is not in the institution, the parents can professionally treat their children and support each other with autistic families.
Visions from teachers Provide professional treatment knowledge to parents
Insights from parents For parents, once a child is diagnosed as autism, the impact on a family is destructive, they have to bear the pressure of the spirit and life. After the hospital diagnoses the child, the parents do not know who to ask for help and do not know how to guide the child professionally. It shows that there is a lack of bridges between institutions and hospitals. At the same time, we learned in the interview that due to the nature of autism, many parents had to give up their work and accompany their children for 24 hours. They also suffered a lot of psychological pressure about worries of a child's future, public discrimination and less social acceptance
Visions from parents Reduce mental stress, understand the professional ways to get along with children, time for themselves, their children can have a functional integration with society.
Insights from children Based on observations of children, we found that it is difficult for these children to interact with people around them, and also people around them do not understand their behaviour, but most of them can focus on painting and building blocks.
Visions from children Be understood and concerned.
Insights from public In our quantitative questionnaire survey of the public, 80% of people do not understand autism and do notknow how to help them. In our shadow tracking of children with autism, we also found that in public places,the public has a negative attitude towards children with autism.
Insights from public
Understand autism, reduce discrimination.
Solution
Solution We divide services into online and offline based on the insights of different stakeholders and propose a community-based strategy. Online services help expand information channels. Offline services include lectures, workshops and exhibitions to promote people's real-life communication. Through the transformation of the overall strategy and the combination of online and offline services, we engaged all stakeholders and matched their needs.
Community Strategy
Digital Service
In terms of strategy, we propose to transform from institutional centralisation to the community. Each community can have three professional teachers and also combine parents and volunteers to work together in the community. In conjunction with local hospitals and schools, to ensure that children can be connected from diagnosis, treatment to education without gaps. Moreover, the community-based strategy moves from institutional centralisation to user-centred service, enabling organisations to enter each community and ensure that children in each district receive professional treatment and participate in diverse community activities. This strategy solves the problem of teachers are concentrated but limited in the institution, limited service coverage and single service.
Star's trace is an app that combines online and offline services together. Linking information online with offline entity activity. Star's trace engages institutions, experts, parents and the public, connect all stakeholders. It provides parents with autism expertise and online monitoring services. Parents can keep an eye on children‘s development and consult experts online in the meantime. Also, they can get in touch with other parents, support each other or join an offline event together. For the public, Star's trace provides volunteer support activities and online donation activities, and the public can access activity information online, do offline participation, such as community support activities and autistic children's art exhibitions. Help the public understand autism, reduce discrimination and contribute support.
Offline Activities Community-centered, based on workshops, lectures and social activities organised by community leaders and volenteers. On the one hand, parents got professinal konwledege about autitism and how to treat their children in daily life via paticipating the community. On the other hand, parents gather together through offline activities to conduct peer-to-peer communication and support. And also, some activities are open to the public, such as autistic children's art exhibitions, giving the public an opportunity to understand the autitism and support the community. These offline activities bring all stakeholders together to ensure that the service works at every different stage and meets the needs of various stakeholders.
Digital Service LOGO Why choose these colors ?
#99CDE0
#B7F7F9
#5390EC
#FF8585
Blue is the color of autistic children, quiet and mysterious. Hope that through this color to people to convey a quiet, comfortable, healing feeling.
Why designed this App? Parents can consult doctors online, access to professional knowledge, better understand their children, and timely contact with autism rehabilitation agencies, so that children can receive early treatment. And also parents can find their peers onlie that they can encourage each other. Via this App, we hope to increase positive social influence and reduce discrimination.
Choiceness
Location
Discover
Help
Online consultation
Online Gallery
Activities & Exhibition Collect Children's Paintings
Exhibition
Institution teachers
Design Posters and Exhibition Tag
Activities in community
Exhibition Tag
Lecture
Volunteering
Workshop
Outdoor activities
Service Conclusion
System & Impact
Daily necessities
Rehabilitation facilities Rehabilitation training
Educate
Financial Flow
Educate
Information Flow
Painting
Parents
Tuition fee
Autistic children
Institution&School Offline activity information
The progress of kids in the institution Offline activity information
The progress of kids in the institution
Online reference services Pantings
Online reference services
Pantings Offline activity information
Donation
Donation
Donation
Buy kids’ painting online
Activities
Stars’Trace (An app) Offline activity information
Offline treatment costs
Offline activity information
Material Flow
Via this project, we helped our client achieve a strategic transformation from organisation-centric to community-centric and user-centric. It solved the existing problems and expanded the scope of services and the influence of the organisation in the form of innovation. At the same time, through the research and analysis of the industry background and different stakeholders, we established a correct understanding, defined problems and gaps. Based on this evidence, we re-integrated the decentralised services, proposed new solutions, and continuously updated and revised through prototype testing (such as app prototype testing). Ultimately, we developed a favourable ecosystem of services that serve hundreds of families of children with autism each year successfully. In the future, we will continue to help our client explore their communities and improve the service based on user feedback.
THANKS