Copyright © 2015, Peter Jones
Designing Inspirationfor Community Health
Service Design for Health Movements
Peter JonesOCAD University, Toronto
Service Design for Healthwith Dr. Rick Botelho
April 21, 2015
Copyright © 2015, Peter Jones
Care occurs in-place, in a communitywe share with others.
Caring requires knowing, trust, patience, humility,honesty, & the primacy of life’s rhythms.
“… there must also be developmental change onthe other as a result of what I do; I must actuallyhelp the other grow.” M Mayerhoff
Copyright © 2015, Peter Jones
Design for “new value demand”Less for failure demand
• From systems perspective,disease focus is an intervention.
• Patient context is temporary• How to motivate prevention,
adherence, & continuity?
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All people are health-seekers
A health-seeking journey occurs over a lifetime, a continuitythat proceeds through youth, adulthood, & older age.
Copyright © 2015, Peter Jones
Where does Health Live?
Dis-eases emerge from so many factors …
Can we design for:• Home conditions• Connectedness - Friends & family circles -• Autonomy, mobility & communications• Neighborhood, safety, food supply• = community
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How does identity change when a patient?Are we disempowering self-care?
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Functional unit of service provision
Can connect services across system levels
Copyright © 2015, Peter Jones
Functional unit of service
Connecting closer to the health-seeker
Coordinated services across systems
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A Service Design process
Human ResearchDesign Research
Prototype Testing
Copyright © 2015, Peter Jones
Framing Coaching as a Service
• Service for “who in a community”• Frames are reflective responses to a desired action.
There is always a “prior pattern”• Our “initial appreciation” has huge leverage!• Avoiding jargon & default ways of thinking
• What are the affordances in communities?• How do movements (or contagions?) form?
Copyright © 2015, Peter Jones
“Frames not only simplify and create alternative views of aproblematic situation; they also evoke particular outcome spacesthat afford a range of responses.”
Paton & Dorst (2011). Briefing and reframing: A situated practice. Design Studies.
Language Co-Creation with yourstakeholders
Releasing fixation from prior frames
Considering “users” & their preferredvalues, taste regimes
Copyright © 2015, Peter Jones
Framing exercise.• Develop a framing concept for coaching in your
contexts, using handout.
• How might coaching / peer exchange take hold inyour network or situation?
• How would it be understood by others as a value tobe co-created?
• How would coaching be valued and understood?
Individually: Consider & enter responses in formPairs: Share concepts, identify similar / differing
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Debrief
• What frames for coaching / movements / did you co-create?
• What are the affordances in communities?
• How do movements (or contagions?) form?
• What’s the analogue today?
Copyright © 2015, Peter Jones
Today’s New Design Domains
Complexity increases at each .0
Number of stakeholders >Need for collaboration >Multi-tech, multi-design, multi-disciplinary
Future healthcare services will require all 4levels of skill & knowledge.
But design skills do not transfer up.Mixed teams always a necessity.
Copyright © 2015, Peter Jones
• Integrating clinical & community services• Interventions for social determinants• Community health promotion
• Redesigning services for new business models• Design & research for care innovation• Clinical teams communication & coordination
• Patient-health experience of service• Redesign EHR / information as workflow• Patient self-service in local clinics• Patient information across care journeys
• Innovative & usable wayfinding• Interior space infection control
Healthcare design across 4 domains
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Demand Side Innovation (Bottom-up)• Human experience – What are real concerns:
Student resilience in their first year of university• Mapping out journey of “ups & downs”• Identify key transition points• Top of map - Campus service systems
Human-Centred Systems
Copyright © 2015, Peter Jones
A Service Design process
Human ResearchDesign Research
Prototype Testing
Copyright © 2015, Peter Jones
Demand Side Innovation (Bottom-up)• Patient side - Human-centred concerns:
Mental wellness responsive to students.• People don’t know what services are offered• Fear or stigma associated with therapy• Care complicated by other conditions, life situations• Case study: OCADU Campus Mental Wellness
• Research modes: Ethnography, Dialogue, Public workshops• Design methods: Service analysis, Blueprint, Journey, Mapping
Human-Centred Service Design
Copyright © 2015, Peter Jones
OCADU Health & Wellness Centre – Service Flow
Current Service Blueprint
Copyright © 2015, Peter Jones
As re-envisioned to enable early student self-care
Oikonen, Starkman, Jones, Yip. (2014).
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Distributing health care resourcesamong different points of care:
• Person-Family• Person-Community• Patient-Patient• Patient-Providers• Providers-Community
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