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Hosted by Jen Briselli, SVP of Experience Strategy and Service Design, Mad*Pow and Priyama Barua, Director of Experience Strategy, Mad*Pow.
Through years of work across the health care ecosystem, Mad*Pow has developed The Chronic Health Experience Map. This artifact represents a human-centered architecture of the health ecosystem for someone managing a chronic condition. It illustrates common health related events so designers and innovators can build empathy for the health seeker’s experiences at different points on their journey and design more meaningful solutions that build value and improve health outcomes.
In this Webinar, the co-creators of this map will share insights from the research that led to this map’s creation, and discuss examples of how they’ve successfully used it in work with healthcare clients, along with tips and tricks for using it in your own organization.
The map is free to download at https://bit.ly/3gta94n. Print it, or paste the downloaded file into a Mural or Miro board to facilitate remote collaboration during an ideation session.
We work with health leaders to understand behavior and inspire change, both inside and outside of the organization.
EXPERIENCE INNOVATION Innovation isn't just a matter of thinking outside the box. To develop truly unique experiences that thrill customers, we embrace a systematic approach fueled by deep empathy and an understanding of behavior, directly aligned with business goals, and hyper-aware of organizational dynamics.
BEHAVIOR CHANGE Changing real world behaviors is central to addressing the key challenges facing both society and business. We leverage behavior science and motivational psychology to help people achieve greater health and wellness, financial wellbeing, education, and sustainability.
DIGITAL SOLUTIONS Modern technology is accelerating innovation and transforming business and society. We partner with our clients to design and build scalable, beautiful, usable and accessible digital solutions that deliver the seamless and compelling experiences that produce measurable business results.
When we began this journey of designing the map, we began to visualize connections amongst the different elements of the chronic health ecosystem. This is an early napkin sketch of when we first discussing it. You’ll see the myriad connections that started to form and we realized these connections would be different in different health situations and would be a fool’s errand to map this way.
Priyama We pooled together our learnings and experiences in researching and designing in the chronic health condition space to piece together events in the health journey. This is an image of a whiteboarding session where we mapped the journey and tried to think about important needs of people living with a chronic condition. It became clear that this was not a linear journey and that events could play out differently over the years, and for different people. WE wanted to make something that would represent this.
Priyama We layered in details and thought through what the final visual might look like to be most useful for teams brainstorming in the chronic health space. And slowly this idea of an equilibrium state that someone enters once they’ve been diagnosed and learned about their condition began to emerge. Events outside of this would pull people out of that equilibrium, hence the protruding shapes you see in this image.
Priyama And we iterated and iterated – working with clients and colleagues to refine the content and make this map usable in a variety of contexts. On this quest to design this map something that became clear was that using the word “patient” to refer to the person this journey was form the pov of, was no longer something we felt right doing. And Jen will talk a little about why.
Should we switch to Mural or use the screenshot? Visitor link to mural: https://app.mural.co/t/powhive2792/m/powhive2792/1600091258345/8a72acdaab9f25432ff82e2d37194b04187a0e4c
What if a doctor provided a printout and emailed health summary after every visit? Free Medical bracelet for all health seekers? Apple Health training for health seeker?
Workshop with life sciences. Quick example Block out the face
Design More Innovative Solutions with a Holistic Understanding of the Chronic Health Experience
CREATING BETTER SOLUTIONS WITH A
HOLISTIC UNDERSTANDING OF THE
CHRONIC HEALTH EXPERIENCE
SVP of Experience Strategy &
Experience Strategy Director
VP of Client Experience &
Go to Webinar Interface
We willbe presentingfor approximately20 minutes, and then we will spend 10
minutes answering your questions.
Please enter yourquestions intothe questionbox.
If we run out oftime, youcan emailus directly.
We leverage strategic design and the psychology of motivation
to create innovativeexperiences and compelling digital solutions
that are good for people
and good for business.
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Make sure Arrow Box and Mad*Pow
DESIGNING THE FUTURE NOW
Leveraging psychology to shift
behaviorsinto new patterns
Continuousdelivery on digital
Experience Strategy Work in Health
Improve People’s Experience
Obtain actionable insightsvia qualitative
research and experiencemappingto
identify& plan improvements.
Health Behavior Change
and health engagement
Envision a Future
alignedto business goals
Journeymaps typicallyillustrate a specificexperiencescenario unfoldingover a set time periodor
specificuse case, for a target persona or audience segment. They can includeinformationabout the
qualityof an experienceand the backstage processes that support it,but are often limitedin format to a
linearA-to-B experiencewith definedbeginningand end
Traditional ecosystem diagrams illustrate the fullbreadth of componentsin a given
environment,but they typicallydo not show howthese componentsinfluencean experienceor
indicate howthat experienceunfoldsover time.
The Chronic Health
This map blends aspects of a traditional experiencejourneymap with an ecosystem
diagram. It is designedto support the ideationof interventions and solutions, build
internal alignment,as wellas guideproductteams in creating a consistent experience
across products, channels,and services.
This map represents the journeyof an
individualwith a chroniccondition,seeking&
A health seeker is someonewho wants to behealthy, andmay be aware of their own
motivation to improve their health.Health seeking is the natural pursuit of personalwell-being,
which may be defineddifferentlyfor each individual.
“What if someoneisn’t a health seeker?”
A health seekingjourneyexists over a lifetime, and one’s encounters, experiences,and pursuit
of well-beingmightchange over time. This experiencemap depicts acontinualprocess of
health seekingbehaviors over a lifetime,with nofinalstate of achieving “health.”
EnvironmentalPhysical & Digital
People, organizations, or other
types of social network
available to the health seeker
Physical environment in
which someone lives, works
or seeks health
EcosystemObjects or interfaces that a
health seeker may come in
contact with or rely on
Psychological and physical
influencers, as well as actions
being taken by health seeker
1. Startwitha singlehealthevent that you wantto focuson. This willbe your “key moment”.
2. Brainstorma “How Might We..” statementthat couldhelp supportpeople in that key moment.
3. Identify other events thatmay influence or impactthatevent.
4. Identify entities withinthe healthecosystem thatinfluence or impactthatevent
5. Brainstormsolutions relatedto that key moment that considerother healthevents and ecosystem entities identified.
6. Once done, move onto other healthevents as relevant toyour project.
HMW make healthdata more easily