1. sync
Exploratory Research
Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei

2. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Hunt Statement
To restructure primary care
systems to reduce repeated steps
both within and between visits and
better utilize time for patients and
staff alike.

3. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Territory Map
‣ Scheduling
‣ Time
‣ Coordination
‣ Transportation
‣ Communication
‣ Sync
‣ Flow

4. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

5. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

6. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

7. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Card surveys

8. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Directed storytelling
“After hurting my back, I couldn’t get in
to see a physical therapist for over one
week!”
“After repeated virus infections, primary
care insisted on giving me the same
worthless treatment.They did not work.”

9. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
First-hand experience
“I have nothing to do but waiting”

10. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Mayo shadowing, tours, and interviews
problem | office visit | medicine || follow-up visit
“The computer will recommend patients preventative services.”

11. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Comparative analysis
USA
China
Environment Time & Primary Diagonosis Pharmecy
Convenience Friendliness Insurance Affordability
& Devices Schedule Care System Quality Experience

12. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Opportunity Areas
‣ Better devices and ‣ Three doctors in room
environment ‣ Patients may visit with or
‣ Personalized medicine without appointment and
‣ Technology
much less time.
‣ Doctors in pharmacy
‣ Family doctors are always
available on phone
‣ Quick treatment
‣ Doctors can be seen from a
small glass pane.

13. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint
physical Patient’s Medical
Chair Chair
Examination Room Medication
CVI Paperwork Magzine Desk
evidence schedules Forms
TV Medical Devices Prescription Bottle
Go to Pharmacy
patient Make
Fill Out CVI Go to receptionist
Schedule Another
Drop Off Prescription
Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor
actions Appointment
Wait Appointment
Wait
Get Medicine
Line of Interaction
onstage Make
Sign in Take Preventive Exam
Make Another Check & Prepare
Prescription
Appointment Appointment
contact for Patient
Measures Make Prescription
for Patient Give Medication
Line of Visibility
backstage Check the
Mail CVI
Attach CVI to Prepare
Check the Light
Check Availability
Avaible Time the Database the Room of Specialist
contact
Line of InternaI interaction
support Scheduling Support Preventive “Light”
Support System Support System
processes System System System System

14. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 1
Shorten the entire process
or eliminate repeated steps

15. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we heard What we found
‣ Scheduling gets repetitive
‣ Value/time imbalance for
“I visited my specialist 7 times.” appointment process and
doctor visit
‣ Frequent office visits

16. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint Observation
physical Patient’s Medical
Chair Chair
Examination Room Medication
CVI Paperwork Magzine Desk
evidence schedules Forms
TV Medical Devices Prescription Bottle
Go to Pharmacy
patient Make
Fill Out CVI Go to receptionist
Schedule Another
Drop Off Prescription
Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor
actions Appointment
Wait Appointment
Wait
Get Medicine
Line of Interaction
onstage Make
Sign in Take Preventive Exam
Make Another Check & Prepare
Prescription
Appointment Appointment
contact for Patient
Measures Make Prescription
for Patient Give Medication
Line of Visibility
backstage Check the
Mail CVI
Attach CVI to Prepare
Check the Light
Check Availability
Avaible Time the Database the Room of Specialist
contact
Line of InternaI interaction
support Scheduling Support Preventive “Light”
Support System Support System
processes System System System System
Patterns
The whole process must be
repeated many times with
patients waiting for
feedback in between.

17. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 2
Move things around to avoid
unused time and energy

18. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we heard What we found
‣ Patients don’t like to be the
“I have to tell my primary care
mediator in the process
doctors and specialists and nurses ‣ Patients don’t like to waste
my disease over and over again, time, money and energy on
why am I responsible for that?” unimportant things

19. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint Observation
tient’s
hedules
CVI Paperwork
? Medical
Forms
Chair
Magzine
TV
Chair
Desk
Medical Devices ? Examination Room
Prescription
? Medication
Bottle
Go to Pharmacy
Fill Out CVI Go to receptionist
Make Drop Off Prescription
Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor Schedule Another
ointment Wait
Wait Appointment
Get Medicine
Make
ointment
r Patient ? ? Sign in
? Take Preventive
Measures ? Exam
Make Prescription
Make Another
Appointment
for Patient
Check & Prepare
Prescription
Give Medication
heck the
aible Time
n
Mail CVI
? Attach CVI to
the Database
Prepare
the Room
? Check the Light
? Check Availability
of Specialist
? Patterns
eduling
ystem
? Support
System ? Preventive
System
“Light”
System
Support System Support System
?
White blocks in service
blueprint could be used
in a better way.

20. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 3
Find new ways or new times
for patients to interact with
the doctor.

21. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we found
‣ Patients value doctor time
What we heard more than any other part of
the process
‣ Patients worry about
“I’m confusing who is who but they forgetting to share problems
‣ Patients don’t want to waste
watch me so I think they are doctors.”
time on unexperienced
doctors.

22. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint Observation
physical Patient’s Medical
Chair Chair
Examination Room Medication
CVI Paperwork Magzine Desk
evidence schedules Forms
TV Medical Devices Prescription Bottle
Go to Pharmacy
patient Make
Fill Out CVI Go to receptionist
Schedule Another
Drop Off Prescription
Paperwork Travel Check-in Wait Talk to Nurse Wait Talk to Doctor
actions Appointment
Wait Appointment
Wait
Get Medicine
Line of Interaction
onstage Make
Sign in Take Preventive Exam
Make Another Check & Prepare
Prescription
Appointment Appointment
contact for Patient
Measures Make Prescription
for Patient Give Medication
Line of Visibility
backstage Check the
Mail CVI
Attach CVI to Prepare
Check the Light
Check Availability
Avaible Time the Database the Room of Specialist
contact
Line of InternaI interaction
support Scheduling Support Preventive “Light”
Support System Support System
processes System System System System
Patterns
Time with the doctor is
the most important, yet
shortest part of the
process.

23. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Design Implication 4
Bring patients closer to
support systems to increase
efficiency.

24. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
What we saw
What we found
‣ Employees rely on support
systems such as preventative
care, triage, and patient
records
What we heard ‣ Patients frequently need
repeat information already
contained within these
systems
“Why do I have to tell these to ‣ Support systems for
my doctors again and again?” Pharmacy, Primary care,
Specialists and Staffs are
separated.

25. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Blueprint Observation
Chair Chair
Medical Examination Room Medication
Magzine Desk
Forms Prescription Bottle
TV Medical Devices
Go to Pharmacy
Go to receptionist
Drop Off Prescription
avel Check-in Wait Talk to Nurse Wait Talk to Doctor Schedule Another
Wait
Appointment
Get Medicine
Make Another Check & Prepare
Sign in Take Preventive Exam Prescription
Appointment
Measures Make Prescription Give Medication
for Patient
Attach CVI to Prepare Check Availability
Check the Light
Patterns
the Database the Room of Specialist
Support Preventive “Light”
Support System Support System
System System System
Patients are far removed
from employee support
systems.

26. 01 Project Overview 02 Research 03 Blueprint 04 Design Implications
Generative Phase
‣ Scenario
‣ Persona
‣ Concept development
‣ Participatory design

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Thank you.
Designing for Service F’08 | Carnegie Mellon University Maria • Brigit • Priyanka • Sungjoon Steve • Wei