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Person-centred Design in Health and Social Care
Conference Tuesday 20 February 2018
10 am to 4 pm
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Welcome
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Event hosts
Robert Djaelani
Service Designer on placement at User
Research and Service
Design, Scottish Government
Anna Henderson Service Design Lead
User Research and
Service Design, Scottish
Government
Diane GrahamImprovement Advisor
Person-centred Health
and Care, Healthcare
Improvement Scotland
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Housekeeping
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Fire exits
Toilets Mobiles
Lets get
tweeting
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Fire alarms
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10:00 – 10:55
Why person-centred design?
An introduction to person-centred design
LUNCH 12:45 – 13:30
10:55 – 12:45
Opening up the problem space. Making sense
of what we have learnt. Defining the problem
13:30 – 14:40
Exploring possible solutions
Agenda Listening
& learning
Doing
Doing
14:55 – 16:00
Applying person-centred design: to ourselves
& how will you make it happen?
Reflecting
& planning
BREAK 14:40 – 14:55
Why person-centred design?
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Cat Macaulay
Office of Chief Designer,
Scottish Government
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Diana HekeremHead of Strategic
Commissioning
Support, Healthcare
Improvement Scotland
Hopes and fear about
person-centred design
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Hopes and Fears
Answer the following questions on the postcards:
› What are your hopes and fears for the day?
› What do you want to share and learn about person-centred design?
Exercise
An introduction
to person-centred design
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Design
What is a service?
What is Service Design?
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Marc Fonteijn
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What is service design?
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What is service design?
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Person-centred
Putting user
journeys at the
heart of the process
and referring back
to ‘problem’ being
solved at every step
in the process.
Research based
Building service with
evidence of ’real life’
users with
quantitative and
qualitative research
methods.
Iterative
Continually testing
and developing the
design of a service
with the users
journey in mind.
Participatory
In the public sector
services are
delivered by
multiple
organisation.
Therefore they need
to look outside of
their organisation
boundaries.
Co-design
Designing service
with and not for
users and
organisational staff.
What are the key principles of service design?
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DESIGNING THE THING RIGHTDESIGNING THE RIGHT THING
Let’s talk about design thinking
Why do service design?
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Why do service design?
User understanding Prototyping Tools for collaboration
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Feedback, interviews, focus
groups, complaints records, etc.
Field observations, market
research, usage data, front-line
staff
VOICE
ACTIONS
Business goals, capacity,
resources
Business landscape, legislation,
policy
GOALS
DRIVERS
OR
GA
NIS
AT
IO
NU
SE
RIt’s part of a conversation about the possible
What does that mean for
public services?
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Why it’s hard(er) in the public sector
#SAtSD
Why it’s hard(er) in the public sector
#SAtSD
Why it’s hard(er) in the public sector
#SAtSD
Why it’s hard(er) in the public sector
#SAtSD
Why the Scottish Approach to Service Design?
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Service design is
everyone's business
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Scottish Approach
to Service Design
Is a movement to collectively define a common approach to designing public
services in Scotland.
We believe taking this collaborative approach will:
• help us develop a shared language for talking about service design
in the public sector
• make it easier to collaborate between and across organisations
• help shape the way that citizens contribute to services
#SAtSD
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The goal is for Scotland
to have joined up public
service journeys that
are designed around
user needs.
#SAtSD
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Collaborative sensemaking
Analysing research with users
of a service.
Inclusive Co-design
Enabling participation
in the design of a service.
- Inclusion checklist
- BSL Interpreting Service
Developing approaches to helping citizens contribute
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#PCdesign18Image by Isabelle Mendes
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Person-centred design and improvement
Person-centred design / improvement
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1. Don’t listen very much to people who experience our services and we
do the designing
2. Listen to our service users then go off and do the designing
3. Listen to our service users and then go off with them to do the
designing
(Professor Paul Bate, 2007)
Three ways we do improvement
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for people who will use our services
(patients, carers, families, communities, H&Sc workers)
Model by: Institute for Healthcare Improvement
The model for improvement
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for people who use our services(patients, carers, families, communities, H&Sc workers)
Model by: Institute for Healthcare Improvement
The model for improvement
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for people who use our services
(patients, carers, families, communities, H&Sc workers)
Model by: Institute for Healthcare Improvement
The model for improvement
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Evaluate
and
Spread
Learning
Embed/
Sustain
Understand Design EvaluateImplement
© Image Copyright: Design
Council 2014
Clo
se
Star
t up
Initiati
onDelivery
Clo
se
Star
t up
Initiati
onDelivery
Clo
se
Star
t up
Initiati
onDelivery
Clo
se
Star
t up
Initiati
onDelivery
improvement phases.............
project management stages……………
Change Management and Organisational Culture
Health and Wellbeing Outcomes; National Health and Care Standards
Data Driven Intelligence; People’s Experiences; Evidence
Principles of Coproduction and Human Rights
ihub Strategic commissioning approach
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So, where do you start?
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Here and now!
LUNCH
Exercises:
Time
Total time:
BREAK
30 mins 50 mins25 mins 15 mins
1.
Opening up
the problem
space 2.
Making sense of
what we have learnt
3.
Defining
the problem4.
Exploring possible
solutions
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Here and now!
LUNCH
Exercises:
Time
Total time:
BREAK
30 mins 50 mins25 mins 15 mins
1.
Opening up
the problem
space 2.
Making sense of
what we have learnt
3.
Defining
the problem4.
Exploring possible
solutions
Introducing
the design challenge:
MaaS – Movement As A Service
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Understanding the problem to solve
http://www.economist.com/news/international/21707952-combining-old-and-new-ways-getting-around-will-
transform-transportand-cities-too-it?zid=307&ah=5e80419d1bc9821ebe173f4f0f060a07
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Solving the problem
http://www.economist.com/news/international/21707952-combining-old-and-new-ways-getting-around-will-
transform-transportand-cities-too-it?zid=307&ah=5e80419d1bc9821ebe173f4f0f060a07
#SAtSD
Opening up
the problem space
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Exploring the challenge
After launching the service in Helsinki the MaaS analytics team has concluded
that the those over 60, those with physical / mobility impairments and parents with
young children are not downloading the app or using it after the initial download.
The MaaS project team want to commission you to design a new service
for this target audience.
Imagine
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Opening up the
problem space
Discovery is about being immersed in the data to understand
what’s happening from the users perspective - what are they
telling us? What are the key points? There’s skill in determining what’s
important and what’s not, otherwise it’s easy to drown in data.
Exercise
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Bias
Image by Business Insider
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Good Post-it v Bad Post-it
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› In small groups of five, review the interview – spend
some time reading and absorbing what’s been
captured – 10 mins
› Highlight what you ‘notice’ - note down anything that
strikes you on sticky notes and add them to the
template – 10 mins
› Discuss the points that you have noted down with the
other half of your table – 10 mins
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Time for a cuppa
You’ve got 15 minutes
Illustration by illustrationetc.co.uk
Case study: local NHS mental health centre
Shared at Service Design in Government 2016,
http://govservicedesign.net/2016/sessions/index.php?session=27
Getting the right people in the room
Making sense
of what we have learnt
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Types of journey mapping
• Hypothetical
• Researched ‘as is’
• Designed ‘to be’
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› In small groups of five, use the research you have just
read to capture the person’s journey using the
template – 15 mins
› Discuss the key learning from mapping the person’s
journey you with the other half of your table – 10 mins
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Defining the problem
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Problem definition
This task will help your team to clarify its understanding of a problem,
reflect on how it is framed and clarify who it is an issue for.
This is about re-defining the problem to ensure that solution
concepts meet the needs of the user.
Exercise
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› In your groups, discuss your current understanding
of the problem – 5 mins
› Agree on one version of the problem and complete
the problem definition template – 5 mins
› Nominate one person in the group to feed back to the
other half of your table – 5 mins
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Let’s eat!
Lunch
You’ve got 45 minutes
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Case study: Daylight
https://youtu.be/Ee4CKIPkIik?t=40s
Help fight childhood obesity
Exploring possible solutions
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Creating ideas
Once insights have been defined the next stage in the design process
is to create ideas.
Exercise
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What is an idea?
1. It is an unresolved thought
2. It is not good or bad
3. It is used to build a concept
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Wild ideas
1. Encourage wild ideas - Wild ideas provide the breakthroughs
2. Be a builder not a destroyer of ideas - Think ‘and’ rather than
‘but’
3. Keep referring to the problem - Don’t forget what you are trying
to solve
4. Go for quantity not quality – Quality comes later
5. If you don’t draw, it doesn’t exist – Capture everything for
reference later
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› In your group, draw as many ideas on post its as
possible to solve your defined problem – 15 mins
› Put 10 unique ideas on the template, share your
ideas and get rapid feedback on your ideas from
the other half of your table – 7 mins each
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› In your group, pick one idea to improve based on
the feedback you received and start developing
your idea – 10 mins
› Share your idea and get rapid feedback from the
other half of your table – 5 mins each
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What is prototyping?
What is prototyping?
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How to prototype
1. Define your goal – What is your hypothesis?
2. Make a plan - How are you going to test your hypothesis?
3. Make a prototype – What objects, interactions, experiences do you need
to build?
4. Try it out – Who needs to try it?
5. Iterate – How can you make it even better?
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What are the different levels of prototyping?
Designing for public Services, by IDEO,
Design for Europe and Nesta pg 54
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Case study:
Pharmacy redesign,
Whittington Hospital
Designing for public Services, by IDEO,
Design for Europe and Nesta pg 65
Prototyping
your ideas
Time for a cuppa
You’ve got 15 minutes
Case study
Hospital at home
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Hospital to homeCo-designing the pathway from Hospital to Home with Older People
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Discover:
• Meeting with local team and
scoping issues
Q: Why are we all involved?
Understanding
service user and staff
experience:
• Pathway mapping
• Experience mapping
Q: what are our
personal
experiences?
Hospital to home design process
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Discover: Four pathways of discharge form Hospital
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Discover:
• Meeting with local team and
scoping issues
Q: Why are we all involved?
Understanding
service user and staff
experience:
• Pathway mapping
• Experience mapping
Q: what are our
personal
experiences?
Define:
• Define the problem
Q: What problems can we
tackle collaboratively within
the scope of the project
Develop:
• Developing solutions
Q: What solutions are there to the
problems we have identified?
• Refining solutions
Q: What solutions can we develop
within the scope
of this project?
Hospital to home design process
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Co-design in Tayside: Eight workshops
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Discover:
• Meeting with local team and
scoping issues
Q: Why are we all involved?
Understanding
service user and staff
experience:
• Pathway mapping
• Experience mapping
Q: what are our
personal
experiences?
Define:
• Define the problem
Q: What problems can we
tackle collaboratively within
the scope of the project
Deliver and share:
• Delivering
solutions/prototyping
Q: what will these
solutions look like in
practice?
Develop:
• Developing solutions
Q: What solutions are there to the
problems we have identified?
• Refining solutions
Q: What solutions can we develop
within the scope
of this project?
Hospital to home design process
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Any questions?
Applying person-centred
design
To ourselves
Applying person-centred
design
How will you make it happen
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Thank you
Ruth Glassborow, Director of Improvement Support and ihub, Healthcare Improvement Scotland
Person-centred Design in Health and Social Care
Conference
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