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Reflect

Digital design X Research

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How might we make conversations easier between patients with multiple chronic conditions and their caregivers?

CLIENT: DOBLIN (DELOITTE)


The app is designed to be a medium to encourage meaningful conversations between patients and supporters in a delightful way. The interface is unique which allows the players to combine the display of their phones with a swipe of a finger. The players can then choose the conversation themes from the various topics related to health. After which, the app generates a mix of cards that can be shuffled by the players on the combined screen.

Finalist in the IxDA Awards 2019 | Category: Connecting

 

ADVISORS

Aashika Jain
Senior Insights Consultant
Doblin - Deloitte

Criswell Lappin
Creative Director
Scrollmotion

Roger Mader
Managing Partner
Ampersand

ROLE

UX Design
UI Design
Art Direction
Prototyping
Video Production

TEAM

Abhinav Sircar
Glenda Capdeville
Rachel Balma

 
 

PROCESS AND RESEARCH

We followed the 4D (Define - Discover - Design - Deploy) approach for our design process. This helped us to structure the project into well defined phases and dive deeper into each to explore various tools and methodologies. The project was completed in a span of 10 weeks and in the end we presented our solution in the form of a MVP (Minimum Viable Product) to our sponsors and fellow classmates.  

 
 
 

USER INTERVIEWS AND INSIGHT SNAPSHOTS

We knew in order to make this experience be as impactful as possible, we needed to hear from what moments are the toughest in managing the effects of multiple chronic conditions for the patients and their caregivers. We found that that compounds with each condition is felt by both on every level of day-to-day life. We talked to over 11 patients, caregivers, doctors and experts. The insight summary from two patients is as follows:

 
 
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Group brainstorming helped us to convert the design principles into opportunities for intervention. We further came up with a pool of concepts to address the problems. And in the end we decided to continue in a direction that focussed on the emotional support that patients got from their loved ones. This not only gave them the courage to fight any obstacle, but also empowered them to face the difficult situation boldly as a team.

 
 
 


5 Es ANALYSIS

To design the user experience we needed to understand the entire process from the key stakeholders’ point of view. This was done by breaking the experience into 5 stages and analyzing them from different lenses. By carefully understanding user’s thought, feeling and actions throughout these stages, we were able to empathize and better design the new experience.

 
 
 

USER JOURNEY

We broke down our user’s journey with the app in those similar buckets to make sure that we design for the full range of the experience. It also helped us to organize the information architecture of the app and not miss any key moment of interaction.

 
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KEY FEATURES AND INTERACTIONS

The interface is unique which allows the players to combine the display of their phones with a swipe of a finger. The players can then choose the conversation themes from the various topics related to health. Post which the app generates a mix of cards that can be shuffled by the players on the combined screen. They pick one card for themselves and one for their partner to engage in meaningful conversations. Post discussion, the app gives the players the opportunity to take notes, set goals or reminders from the new learnings that they gathered from the game.

 
“I had never thought of questions that way, but they are things I had always wanted to know, I just didn’t know how to word them.”
— Participant A's husband
 
 

THOUGHTS AND NEXT STEPS

The project helped me understand and apply the various tools used in a design process. It challenged me to work together in a varied group and leverage on each other’s strengths. The most important learning came from interacting with people who were facing this real life challenge. It gave me a big reason to make something that added true value to their lives.

 

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