Designing for service: Co-designing with people affected by asbestos related disease

Using Service Design methods over a series of research workshops we were able to build a small community of people affected by asbestos related disease willing to share their ‘lived’ experience. Through the visual evidence created in the workshops and the graphic designer’s development of the work in between workshops, this community co-designed a place to share knowledge and experience, irrespective of where the people affected by asbestos related disease lived in Australia, in the form of a website prototype.

Presented by Julie Tucker and Janine Sisson, at Service Design 2016

Transcript

1. Julie Tucker, Research Lead Janine Sisson, Service Designer CX
2. Research Project
3. Our Service Design Project Why use co-design ? Co-designing with people affected by asbestos-related disease: methods and tools The ‘Dusted Community’ online prototype Where to next? Questions
4. Our Service Design Project in Context
5. Our Service Design Question “How might we design a place to share knowledge and experience for people affected by asbestos-related disease, irrespective of where they live in Australia?”
6. Why use co-design? Co-design enables genuine engagement and a learning experience which is : • authentic • reflective • collaborative (Semple 2000)
7. Co-design workshops
8. Workshop 1: Exploring the ‘How might we…?’ Creating Personas
9. Persona: Richard
10. SUFFERER Spouse Carer Parents Extended family Friends Siblings Children Young people Grandchildren Children WORK Colleagues Employers Researchers Support network Health professionals Lawyers PEOPLE AFFECTED BY ASBESTOS RELATED DISEASE Stakeholder Map Workshop 1 Between workshops: Visual evidence
11. Workshop 2: User Journeys
12. Persona: Henriette’s User Journey
13. Touchpoints Richard Age: 52 years Family: Married to Sue (50 yrs) with two children: Boy: (Name, age) Girl: (Name, age) Dog named... Occupation: Works in IT. Technology use: Internet and iphone Health: Not good Likes: Walking, music, DYI Dislikes: Shopping A Day in the Life: Richard has quite a few good friends and he invites them over for dinner quite often. His special friend is Ken who he has known for 21 years. Richard was recently diagnosed with Mesothelioma and Ken is trying very hard to LawyersHealth professionalsSupport networkResearchersWORK Life before diagnosis TOUCHPOINTS VALUE Family, social activities, work, providing for his family’s needs EmotionAL Busy, active PhysicAL Work place, boss, home, social activities/places with and without kids PEoPLE Work mates, boss, family, friends Life changing diagnosis VALUE Life, family, best friend EmotionAL Not feeling well, devastation, vague predictions PhysicAL &QEVQTUQHƂEGJQOGRJQPG PEoPLE Sue, doctor (GP) and receptionist, family, extended family, Ken Get your affairs in order VALUE (COKN[oUƂPCPEKCNPGGFU help from employer EmotionAL Worry about family needs PhysicAL .CY[GTUQHƂEGƂPCPEKCNRNCPPGTU QHƂEGGORNQ[GTUQHƂEG PEoPLE .CY[GTUƂPCPEKCNRNCPPGTU employer Life after diagnosis VALUE Family, friends, wider community Bucket list Family quality time EmotionAL Devastated, worried, unwell PhysicAL Internet, phone, hospitals, chemo ward, radiotherapy ward, X-ray area, parking at hospital, palliative care section, meals prepared by Joanne, lawn mowing by Ken, car pooling by soccer parents, school PEoPLE Immediate family, friends especially Ken, Joanne and their children) and wider community, school friends, soccer mums/ dads, work mates, doctors, nurses, receptionists, specialists, lawyers The final journey VALUE Life, care, help, daily routine for kids EmotionAL Anguish for the family Despair? Acceptance? PhysicAL Home PEoPLE Sue, family, Ken and Joanne extended family, respite carer, life support people Life after for family VALUE Looking for a new ‘normal’ Friendships Support Supporting others EmotionAL Disbelief, anger, heartbreak, lonely, GRIEF PhysicAL Home, work place PEoPLE Family, extended family, friends, support groups OUTCOMES: JaninE
14. Workshop 3: User Journey structure to share more experiences
15. Between workshops: Early Prototype
16. Between workshops: Storyboards
17. Active Prototype NAVIGATION LABELS The main navigation labels are: Home Our stories Just diagnosed? Living matters Final journey Forums Support Contact
18. Main Outcomes 1.  Workshops Community 2.  Website Prototype 3.  Visual Evidence
19. Where to next? Introducing the ‘Dusted Community’ to the wider “asbestos community” A permanent home for the ‘Dusted Community’
20. Henriette’s video
21. References Semple, A. (2000). Learning theories and their influence on the development and use of educational technologies. Australian Science Teachers Journal, Vol. 46(3). Images/videos Image slide 4 http://www.canberratimes.com.au/act-news/welcome-to-the-asbestos- houses Workshop images and first video by Naomi Sisson Henriette video by workshop participants
22. Questions Julie Tucker Janine Sisson jtucker@swin.edu.au janine@artbydesign.com.au 0421 619 554