MARIS DEBRUHL DESIGN
Pebble
Service System to Improve Healthcare
OVERVIEW
When a loved one is unwell, it can be scary when you have no idea what is happening medically or when understandable information is not provided. Patients and their loved ones are inundated with medical jargon and fragmented chunks of information, or worse yet, given little guidance at all. By developing a system that improves service design, environmental design, and information delivery, we can change that.
ROLE & DURATION
Designer | Student at NCSU
Research, Ideation, Concept Mapping, Touchpoint Design
Jan 2017 - Apr 2017
OBJECTIVE
To use human-centered design to determine the most salient moments of friction for the loved ones of patients admitted to Holly Hill Mental Hospital and to outline a service system that addresses their needs through just-in-time information delivery.
INITIAL PROPOSAL
Identifying Potential Goals
Families are a key component in the recovery process yet facilities rarely offer services for them. My first proposal indicated a system of touch points which would target the family
of a mentally ill patient admitted to a facility, in order to provide as much transparency and fluidity to this complicated process, as well as provide resources/services. The following
are my initial goals.
Mental health holds a lot of meaning for me personally. My mother was diagnosed with Bipolar Disorder, and from an early age I had many experiences with the mental healthcare system. My first hand knowledge and emotional connection provided fuel for my design.
ETHNOGRAPHY
Interviewing and Mapping
In order to better understand my user, I interviewed several loved ones of patients, as well as professionals in the field of mental health. The insights gained from these interviews allowed me to map amount of information given, emotional level, and level of understanding throughout the experience. These dimensions went on to influence the medium and placement of my final designs.
USER TYPES
The Spectrum of Users
Though the spectrum of potential users is infinite, I identified eight main user groups based on the patient’s cognitive function and desire for the involvement of their loved one combined with the loved one’s level of engagement. Out of these eight scenarios, I selected one to become my use case.
MEET EMILY
Emily’s brother, Jason, has Bipolar Disorder and is in the middle of a manic episode. Usually Jason’s psychosis is mild but his symptoms have become too much for Emily to handle on her own and she decides to take him to Holly Hill Hospital.
IDEATION
Sketches to Lo-Fi Mockups
By beginning with rough sketches I can get out many ideas quickly before selecting which concepts to move on with. Once an organizational structure begins to emerge, I began transferring my sketches into a lo-fi prototype in order to test its usability.
THE TOUCHPOINTS
The System in Context
These solutions are future-cast under the assumption that within the next 10-15 years the use of implanted microchips will allow for all of your medical information to be stored via cloud computing. The microchip itself contains no medical records, only encrypted codes that can be scanned, and revealed, in a doctor’s office or hospital.
WELCOME
Hospitality Nurse and MedChip
Hospitality Nurses help set the right tone for patients from the time they enter the door.
It is the Hospitality Nurse’s job to welcome visitors and scan their MedChip, which provides Holly Hill access to medical information. The Hospitality Nurse also acts as a guide, and takes care of visitors while they wait to be seen by the clinician.
UNLOCKING THE DATA
By scanning patients’ MedChip Holly Hill can unlock a portion
of a secure database that holds that person’s medical information, including allergies, medications and prior treatment. The electronic database, not the chip, would be updated with
each medical visit.
WAITING ROOM
Semi-Private Areas
Modular waiting areas are staffed by knowledgeable guides who help orient patients and feature quiet nesting spaces for reflection and privacy.Trained interns are on duty to sit with anyone upon request to help keep visitors calm and relaxed while they wait to be seen by a clinician. Personalized wait-time displays provide up to date information on how long visitors can expect to wait.
CREATING WELCOMING ENVIRONMENTS
Calming sounds and lighting put visitors at ease, while embedded technology in the seating areas read vital signs and mood information.
INTERACTIVE PROJECTION
Medical Orientation
This interactive wall display is designed as a tool both for the clinician and the patient during the assessment phase. The display features a timeline of the entire process as well as modules of information that can be drilled into depending on the preferences of the patient and/or their loved one. Together, the clinician, patient, and loved one discuss vital information and collaborate on treatment plans, medication and more.
ENGAGING WITH SPACES
Using a projector equipped with motion sensors and infrared technologies, Interactive Projection creates a display capable of sensing and responding to the natural gestures of the user, such as pointing or swiping.
PEBBLE APP
Your Path, Your Pace
Informational overload, especially at the onset, is a major stressor for those involved in the care of a loved one at Holly Hill Hospital. Now, with Pebble, all patient information can be accessed with ease at any time. Pebble remembers your preferences and knows what stage
in the process you and your loved one are experiencing. It keeps up to date records and sends alerts for tasks, updates and resources only when relevant. The information you
need comes to you.
JUST IN TIME INFORMATION
Pebble, in conjunction with improvements in customer service protocol, environmental design, and information delivery, creates a seamless and unified user experience for the loved ones of patients.
Any immediate tasks or updates can be found quickly from the home screen, as well as a direct call feature for easy contact with staff.
EASY TO ACCESS INFO
Notifications alert you of any changes in the status of your loved one’s treatment, from unit number to therapist visits.
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