Guiding Careteam's platform to encourage emotional support and better communication between support groups.

Created cultural probes to gain insight into one's emotional intelligence in regards to what it's like caring for their loved one.

Careteam: User Experience Research for Patient Care

Careteam
September 2017 — March 2018

Date

Cultural Probes & Future Direction in Research

Outcomes

Haig Armen
Kanak Jaitli
Amy Zhu
Sandra Han

Team

User Researcher
Visual Designer

Roles

Client

Problem Space

Navigating care responsibilities, commitments, career, one's own well being, etc. can physically, mentally, and emotionally affect everybody in the family when a loved one needs to be looked after more often.

This often adds an additional layer of stress due to miscommunication, sense of urgency, coordination of care, and other problems.

Future Iterations Concept

A newly improved platform that encourages emotional support and better communication skills.

Health technology company, MyBestHelper developed a platform called Careteam to coordinate patient care at home. It enables healthcare providers, family members, and patients to access their self-directed health plan from a single web/mobile device location.

This lets users view updated information regarding their health plan and message other Careteam members, who have been pre-approved as contacts, in particular roles.

Figuring It Out

Going through each stage of Dementia, we utilized human-centered design methodologies to empathize with family member care responsibilities and how they may view changes within their parents over time.

Through secondary research, we identified certain language sensitivities, naming conventions, roles, and titles. Since our research was focused on family members caring for their elderly parent having Dementia, we will refer to ‘the patient’ as the ‘elderly parent’.

We did a competitors analysis on Dementia related products and looked at common features and what was good about them and what wasn't. Through that exploration, we put these products into a matrix map and looked into what area this product could fit into.

Through doing this, we found an opportunity space to move towards creating a product that encourages providing emotional support and helps with reminders & better communication between families, caregivers, and patients.

This also revealed that this product has potential to be work on a variety of health cases outside of Dementia to keep track of data and reminders.

Outcomes

We wanted to create physical cultural probes to question and confirm how our participants were going to respond to our research insights based on secondary research:

By creating physical cultural probes, we can question things like how they were feeling based on their handwriting, any drawings, different mediums, where they chose to write, etc.

These behavioural cues could give Careteam a good start into figuring out what questions to ask during the interview process to gain a more real-time, emotion-based response instead of a rational response that you might get from a digital probe.

I took initiative to take on the visual design aspect of the cultural probes. Focusing on the user experience aspect, I wanted to make this routine so that after you completed the Daily Activity, you would get to take a peek at the 'Mystery Card'.

Although the 'Mystery Cards' asked questions that weren't really expected of, they still help reveal aspects of emotional intelligence, just in different angles. The mystery aspect of these cards is that I created an ambiguous but warm, calming image that would appear once you put all the cards together like a puzzle.

Biggest Takeaways

Importance of divergence and convergence in design.

Empathizing with users can be challenging, especially with so many degrees of personalities, behaviours, habits, and self-awareness. It's important to use UX research tools to prove your insights and continually search for different sources on what could parts of the problem space.

For this project in particular, we took into account of those who work in the evenings, those who also face other health related issues but have good intentions, relationship dynamics, etc.

Given the project timeline, I wish we could've explored more on the topic of miscommunications but being able to focus on a set of problems helped keep us on track.

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