This document discusses designing better solutions for chronic health experiences through a holistic understanding.
It presents an experience map that blends aspects of traditional journey maps and ecosystem diagrams. The map depicts the journey of an individual seeking and maintaining health over their lifetime. It shows how their experience is influenced by their social environment, physical environment, self, and interactions with physical and digital objects in the health ecosystem.
The map is intended to support ideating interventions and solutions, build internal alignment, and guide product teams to create consistent experiences across channels for chronic health seekers. It provides an example of how to use the map by focusing on a key health event, identifying influencing factors, and brainstorming related solutions.
Understanding Cholera: Epidemiology, Prevention, and Control.pdf
Design More Innovative Solutions with a Holistic Understanding of the Chronic Health Experience
1. CREATING BETTER SOLUTIONS WITH A
HOLISTIC UNDERSTANDING OF THE
CHRONIC HEALTH EXPERIENCE
Jen Briselli
SVP of Experience Strategy &
Service Design
Priyama Barua
Experience Strategy Director
Tiffany Mura
VP of Client Experience &
Strategy, Health
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3. 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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DESIGNING THE FUTURE NOW
EXPERIENCE
INNOVATION
BEHAVIOR
CHANGE DESIGN
Strategicvisiongroundedin
actionableresearch insight
Leveraging psychology to shift
behaviorsinto new patterns
DIGITAL
SOLUTIONS
Continuousdelivery on digital
customer expectation
6. Experience Strategy Work in Health
Improve People’s Experience
Obtain actionable insightsvia qualitative
research and experiencemappingto
identify& plan improvements.
Health Behavior Change
Design conditionmanagement
and health engagement
interventions.
Envision a Future
Collaboratively envisionideal,
differentiatingexperiences
alignedto business goals
7. Journey Maps
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
8. Ecosystem Maps
Traditional ecosystem diagrams illustrate the fullbreadth of componentsin a given
environment,but they typicallydo not show howthese componentsinfluencean experienceor
indicate howthat experienceunfoldsover time.
9. The Chronic Health
Experience Map
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.
10. This map represents the journeyof an
individualwith a chroniccondition,seeking&
maintaining health.
11.
12.
13.
14.
15. Health Seeker
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.
16. Health Seeker
“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.”
18. Social
EnvironmentalPhysical & Digital
People, organizations, or other
types of social network
available to the health seeker
Self
Physical environment in
which someone lives, works
or seeks health
Experience
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
The Ecosystem
19. Instructions
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.
Tiffany
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.
Tiffany
Jen
Jen
Jen
Jen
Jen
Priyama
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.
Jen
Jen
Jen
Jen
Priyama
Priyama
Should we switch to Mural or use the screenshot?
Visitor link to mural: https://app.mural.co/t/powhive2792/m/powhive2792/1600091258345/8a72acdaab9f25432ff82e2d37194b04187a0e4c
Possible solutions:
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?
Priyama
Workshop with life sciences. Quick example
Block out the face