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Design for Chronic Illness
 exploring service systems & new technologies
 for patients with type 2 diabetes
 Lauren Chapman, M.Des. Candidate, CPID
 Suguru Ishizaki, Advisor, Department of English
 Jennifer Mankoff, Co-Advisor, HCII
 Funded by GuSH
Support Groups


Market Research
Literature Review, Market Survey
Stakeholder Map, Diabetes Statistics




                                            Diabetic Patient




                                                               Family &
 Doctors &                                                     Friends
 Health Care
Contextual Research
Interviews, Questionnaire,
Ethnographic Survey of Online Communities
Contextual Research
Interviews, Questionnaire,
Ethnographic Survey of Online Communities
Synthesis Models
Current Experience Journey after diagnosis,
Decision-tree, Personas
Synthesis Models
Current Experience Journey after diagnosis,
Decision-tree, Personas
Ideation & Concept
Validation
Scenario Sketches, Speed Dating
Participatory Design
Collaging Community Features,
Timeline Activity
Concept
Sketching & Modeling




                                        We’re here for people affected by type 2 diabetes



     CareMentors is a peer-based mentoring service rooted in an online social community
     for people with type 2 diabetes.

     In essence, I am designing a model for a large-scale Health Mentoring Community service.
     My case study is focused on type 2 diabetes. The service provides a template and structure
     for establishing a mentoring community for any focus-group, while being flexible enough to
     adjust to individual community needs. Included in the service is the structure/interface &
     promotonal materials (touch points), as well as a system for Mentor training.
Refined Concept
      Experience Journey, Service Blueprint,
      Site Architecture




                                                     Finds mentor through
                                                     discussion boards                                 Feels supported,
                                                                                                       understood & learns
                                                                               Engages with mentor     good management
                                   Explores online                             & general community

                                                                                                                             Demonstating good
                                                                                                                                                   Becomes mentor
Diagnosed at Doctors                                                                                                         management & desire
Given brochure                                       Finds mentor through                                                    to mentor, enters
Fill out info. card with nurse                       search criteria                  Joins community &                      training program
                                   Not active
                                                                                      representative becomes
                                                                                      mentor or nds mentor


                                                     In 1 week, call by mentor Decline & ignore
                                                     representative to reach out
                                                      & say “we are here”
Refined Concept
Experience Journey, Service Blueprint,
Site Architecture


                                                                                                   Training
          PHYSICAL                Brochure        Website         Website        Website                                              Website
                                                                                                  Materials          Mentor
                                Information      Phone Calls     Phone Calls    Phone Calls                                          Phone Calls
          EVIDENCE                  Card           E-mails         E-mails        E-mails
                                                                                                 Background         Certi cate
                                                                                                                                       E-mails
                                                                                                    Check


                                                 Visit Website   Engage with                        Good
           PATIENT              Take Brochure
                                                    Talk to                       Live well     management &
                                                                                                                    Complete
                                                                                                                                    Mentor Others
                                                                 community &                                      Mentor Training
           ACTIONS               Submit Info.
                                                  mentor rep       mentor                       wants to mentor


         Line of Interaction



           ONSTAGE
                                   Doctor          Mentor         Mentor &       Mentor &       Mentor Training   Other Mentors     Other Mentors
           CONTACT                 Nurse        Representative   Community      Community           Team             & Sta             & Sta
            PERSON

           Line of Visibility



         BACKSTAGE                                                             Mentor Support
          CONTACT               Mentor Match                                      Diabetic
                                                                                 Educators
           PERSON

Line of Internal Interaction



          SUPPORT                                                  Website     Other Mentors    Mentor Training
         PROCESSES                                               Support Sta    & Educators       Program
Refined Concept
  Experience Journey, Service Blueprint,
  Site Architecture




Site Map




      ABOUT US                      GET INVOLVED                   MEMBER ACCESS


            Mission                         Patients
                                                                   My Care Network       Mentor Search                   Encouragement                             Discussion Topics        Diabetes Information        Recipe Share            Local Events
            Who We Are                      Mentors                                                                      Center & Goal Setting
                                                                                                                                                                               Categories               News                           Add                     Add
                                                                               Profile              View All
            History                         Mentor Training                                                                           Daily Laugh
                                                                                                                                                                                                                                       Search                  Search
                                                                               Mentor               Search                                                                                              Medical Information
                                            Program                                                                                    Cheer on!
            Provider Participants                                              Family               Family
                                            Healthcare Providers                                    Mentors                           Mobile
                                                                               Friends                                                Reminders
            Application                                                                                        Request
                                            Insurance Agencys                                                                          Set Goals    Time Frame
            Pricing
                                                                                                                                                    Invite
                                            Indepedent Providers                                                                                    Participants
            Mentor Reach Out
                                                                                                                                                    Compete
                                            Discussion Topics

                                            Diabetes Information
Wireframes
User Testing
Role Playing Scenarios, Survey

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Thesis Process

  • 1. Design for Chronic Illness exploring service systems & new technologies for patients with type 2 diabetes Lauren Chapman, M.Des. Candidate, CPID Suguru Ishizaki, Advisor, Department of English Jennifer Mankoff, Co-Advisor, HCII Funded by GuSH
  • 2. Support Groups Market Research Literature Review, Market Survey Stakeholder Map, Diabetes Statistics Diabetic Patient Family & Doctors & Friends Health Care
  • 5. Synthesis Models Current Experience Journey after diagnosis, Decision-tree, Personas
  • 6. Synthesis Models Current Experience Journey after diagnosis, Decision-tree, Personas
  • 7. Ideation & Concept Validation Scenario Sketches, Speed Dating
  • 8. Participatory Design Collaging Community Features, Timeline Activity
  • 9. Concept Sketching & Modeling We’re here for people affected by type 2 diabetes CareMentors is a peer-based mentoring service rooted in an online social community for people with type 2 diabetes. In essence, I am designing a model for a large-scale Health Mentoring Community service. My case study is focused on type 2 diabetes. The service provides a template and structure for establishing a mentoring community for any focus-group, while being flexible enough to adjust to individual community needs. Included in the service is the structure/interface & promotonal materials (touch points), as well as a system for Mentor training.
  • 10. Refined Concept Experience Journey, Service Blueprint, Site Architecture Finds mentor through discussion boards Feels supported, understood & learns Engages with mentor good management Explores online & general community Demonstating good Becomes mentor Diagnosed at Doctors management & desire Given brochure Finds mentor through to mentor, enters Fill out info. card with nurse search criteria Joins community & training program Not active representative becomes mentor or nds mentor In 1 week, call by mentor Decline & ignore representative to reach out & say “we are here”
  • 11. Refined Concept Experience Journey, Service Blueprint, Site Architecture Training PHYSICAL Brochure Website Website Website Website Materials Mentor Information Phone Calls Phone Calls Phone Calls Phone Calls EVIDENCE Card E-mails E-mails E-mails Background Certi cate E-mails Check Visit Website Engage with Good PATIENT Take Brochure Talk to Live well management & Complete Mentor Others community & Mentor Training ACTIONS Submit Info. mentor rep mentor wants to mentor Line of Interaction ONSTAGE Doctor Mentor Mentor & Mentor & Mentor Training Other Mentors Other Mentors CONTACT Nurse Representative Community Community Team & Sta & Sta PERSON Line of Visibility BACKSTAGE Mentor Support CONTACT Mentor Match Diabetic Educators PERSON Line of Internal Interaction SUPPORT Website Other Mentors Mentor Training PROCESSES Support Sta & Educators Program
  • 12. Refined Concept Experience Journey, Service Blueprint, Site Architecture Site Map ABOUT US GET INVOLVED MEMBER ACCESS Mission Patients My Care Network Mentor Search Encouragement Discussion Topics Diabetes Information Recipe Share Local Events Who We Are Mentors Center & Goal Setting Categories News Add Add Profile View All History Mentor Training Daily Laugh Search Search Mentor Search Medical Information Program Cheer on! Provider Participants Family Family Healthcare Providers Mentors Mobile Friends Reminders Application Request Insurance Agencys Set Goals Time Frame Pricing Invite Indepedent Providers Participants Mentor Reach Out Compete Discussion Topics Diabetes Information
  • 14. User Testing Role Playing Scenarios, Survey