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Developing user centered eCare solutions eCare Summerschool ‘14 Prof An Jacobs Digital Society iMinds
Developing user centered
eCare solutions
eCare Summerschool ‘14
Prof An Jacobs Digital Society iMinds
25/08/14 2
2005 2007 2011 2006 2008 2009 2010
COPLINTHO
ASCIT
E-HIP
ICA4DT
IM3
TRANSECARE
CHF
DMOBISA
MEVIC
SHARE4HEALTH
CIMI
IMIND
SuperCT
ACCIO
AIR
AToM
Telesurgery
2012
Mesrecon
SuperMRI
O’Care-
Clouds
2013 2014
3DUS
SIMRET
Data sharing architectures
Home & residential care
Medical ICT technologies
NXT_Sleep
LittleSister
Fallrisk
*
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* SMIT involved
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Some examples of past projects within iMinds context (Flanders, Belgium)
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User centred design User research Usability, User interface, User experience All the same?
Source: http://www.usabilitycounts.com/2012/03/28/user-experience-vs-user-interface-infographic-as-cereal/
25/08/14 4 Source: http://www.e-cartouche.ch/content_reg/cartouche/ui_access/en/html/GUIDesign_UCD.html
Why user centred design & user research ?
25/08/14 5 Source : http://www.e-cartouche.ch/content_reg/cartouche/ui_access/en/html/GUIDesign_UCD.html
“Involving the user” pro & cons Goffin, Keith, Lemke, Fred & Koners, Ursula (2010) Chapter 7 Involving the user, 153-175, in: Identifying hidden needs: creating breakthrough products. Basingstoke: Palgrave Macmillan, 261.
advantages
• Cost & time reduction
• Increased creativity
• High consumer acceptance
• Improved internal innovation
processes
limitations
• Time, effort and experience
• Non representative users
• Incremental ideas
• Competitive & IP risks
Kwalitatieve onderzoeksmethoden 04-11-2008 | pag. 6
Market pull Problem/need driven
No room for determinism in innovation
Technology push Solution driven
Technical & social/market challenges meet
each other
Finding common ground
Supporting “call for care” in institutional care work
For example in ACCIO project
ICT challenge: reasoning with ontologies
Care challenge: Giving quality care one to many
Involving the “user”, new hype?
Source: http://myautoworld.com/ford/history/ford-t/ford-t-5/ford-t-6/ford-t-6.html
Source: http://www.autolife.umd.umich.edu/Design/Gartman/D_Casestudy/Henry_Ford.htm
“Role of customer in NPD is changing” Goffin et al 2010 From passive contributor to market research
to an active co-designers and sometimes an independent innovator
Source: E.Sanders, 2004 http://www.knowledgepresentation.org/BuildingTheFuture/Summaries/Sanders_summary/SandersSummary.html
How to capture user innovativeness?
Add users and stir?
How to capture user innovativeness?
How?
Who?
When?
Where? What?
Why?
Kwalitatieve onderzoeksmethoden 04-11-2008 | pag. 12
Who? “users”
25/08/14 13
How?
Who?
When?
Where? What?
Why?
Who? “users”
§ Lead users (von Hippel) § Typical users § Potential and current users § Non users § …
How do you decide? Determinate your in/exclusion criteria depending on research question - Conduct domain analysis:
- literature and document analysis of domain - Interviews with experts of the domain
- Create profiles, put them into persona’s
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Engage real and multiple type of users
25/08/14 15
Targeted network for home care technology
Care dependent
Common made design mistakes
Thé user doesn’t exist
I methodology
Elastic user
Participation of target group in user centred design Case: Recruiting pilot 1 AAL Care4Balance project
When? Timing of user involvement
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How?
Who?
When?
Where? What?
Why?
Innovation is not linear and staged, so .. Source: The Process of Design Squiggle, Damien Newman Fuzzy Front End
Ideally, continuous iterative user involvement When limited resources, involve “users” in the fuzzy front
Titel van de presentatie 26/08/14 | pag. 20
EXPERIENCE
What and where? How?
Who?
When?
Where? What?
Why?
How? Why?
Source: Sanders, Liz (2008) 'An evolving map of design practice and design research', in Interactions (November + December), 13-17.
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Emerging Approaches to Research and Design Practice
the map is the user-centered design zone. Thousands of people in this zone work to help make new product and services better meet the needs of “users.” They use research-led approaches with an expert mind-set to collect, analyze, and interpret data in order to develop specifications or prin-ciples to guide or inform the design development of product and services. They also apply their tools and methods in the evaluation of concepts and prototypes. The three large areas of activity in the user-centered zone come from the applied social and behavioral sciences and/or from engineering: human factors/ergonomics, applied ethnography, and usability testing. There are also two smaller bubbles within the user-centered territory: contex-tual inquiry and lead-user innovation. (More infor-mation about the map can be found in my 2006 Design Research Quarterly article [1].)
The participatory design zone spreads across both the research-led and design-led approaches on the right side of the map. Participatory design is an approach to design that attempts to actively involve the people who are being served through design in the process to help ensure that the designed product/service meets their needs. Its origins are generally traced back to work done with trade unions in several Scandinavian coun-tries in the 1960s and 1970s [2]. Participatory design attempts to involve those who will become the “users” throughout the design development process to the extent that this is possible. A key characteristic of the participatory design zone is the use of physical artifacts as thinking tools throughout the process, common among the methods emanating from the research-led Scandinavian tradition.
The design and emotion bubble emerged in 1999 with the first Design and Emotion Conference in Delft, the Netherlands. It represents the coming together of research-led and design-led approaches to design research. Today it is a global phenom-enon, with practitioners as well as academics from all over the world contributing to its development. Interested readers can learn more about it at the website of the Design and Emotion Society (www.designandemotion.org).
The critical design bubble (in the top left corner) is design-led, with the designer playing the role of the expert. The emergence of this bubble came about as a reaction against the large user-centered zone, with its overwhelming focus on usability
ParticipatoryDesign
Human Factors+ Ergonomics
UsabilityTesting
AppliedEthnography
User-CenteredDesign
Design + Emotion
Critical Design
Lead-UserInnovation
ContexualInquiry
Cultural Probes
GenerativeDesign Research
GenerativeTools
“Scandinavian”Methods
Design-Led
Research-Led
Expert Mindset
“users” seen as subjects (reactive
informers)
Participatory Mindset“users” seen as partners (active co-creators)
Map of Design Research!Research Types
Map of Design Research!Underlying Dimensions
design-ledwith
participatory mindset
research-ledwith
participatory mindset
research-ledwith
expert mindset
design-ledwith
expert mindset
Design-Led
Research-Led
Expert Mindset
“users” seen as subjects (reactive
informers)
Participatory Mindset“users” seen as partners (active co-creators)
ParticipatoryDesign
Human Factors+ Ergonomics
UsabilityTesting
AppliedEthnography
User-CenteredDesign
Design + Emotion
Critical Design
Lead-UserInnovation
ContexualInquiry
Cultural Probes
GenerativeTools
“Scandinavian”Methods
ParticipatoryDesign
User-CenteredDesign
Design + Emotion
Critical Design
Cultural Probes
GenerativeTools
Human Factors+ Ergonomics
UsabilityTestingTesting
AppliedEthnography
Lead-UserLead-UserInnovationInnovation
ContexualInquiry
“Scandinavian”Methods
“Scandinavian”
DialogicDesign
Design-Led
Research-Led
Expert Mindset
“users” seen as subjects (reactive
informers)
Participatory Mindset“users” seen as partners (active co-creators)
Dialogic Design Overlayed on Map of Design Research
! Figure 1. Map of Design Research — Underlying Dimensions
! Figure 2. Map of Design Research — Research Types
! Figure 3. Dialogic Design Overlayed on Map of Design Research
How, where and why?
Source: Steen, Marc (2008) The fragility of human-centred design. TUDelft, Delft.
Emphasis on researchers’ and designers’ knowledge and on their move towards end users
Emphasis on users knowledge and on their move towards research and design activities
Different routes possible, an example of fruitful grips from the project ACCIO
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From collection of information to knowledge ? 24
Harry Potters””where about” clock as project metaphor
Information Communication
Connection
observation knowledge
descision
ACCIO ! Innovation vision
Proof of Concept
26/08/14 25
Personal Electronic Device (PED)
1. Start before prototype evaluation with user involvement
§ List of co-creation workshops in ACCIO § Mix of stakeholders (engineers, nurses, doctors, other careworkers,
professionals in healthcare industry, social scientists)
25/08/14 26
2) create a mixed team realising interdisciplinarity in practice
25/08/14 27
25/08/14 28
Equal foot Celebrate differences
care organisations technology providers social research technology research
making expectations explicit Concept development
Proof of concept development
Step 1: Embedding & introducing
Step 2: Making expectations explicit
Step 3: Current practices & technological roadmaps
Step 4 :Co-creation & design and development
Step 5. Refinement & deciding POC
Step 6: Realisation POC and evaluating
Step 7:Dissemination & valorisation
Social stream Technical stream
End project
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Innovation binder approach
Innovation binder approach : spine of scenarios & persona’s
§ Persona: ‘A precise description of our user and what he wishes to accomplish’ (Cooper 2004, p. 123) § It is fictional character is based on user research insights. § They are the characters in the scenarios
§ Scenario: is a believable narrative, usually set in the future of a persons experience as he or she engages with a product or a service (Martin & Harrington, 2012, p.152)
1. Based on assumptions or on research (hypothetical vs grounded scenarios)
2. Oriented at the current or future practices (current practice and future practice scenario)
3. Technology works flawless or bumpy but people behave like people in context
(sunny day versus cloudy weather)
4. Utopian or dystopian worldviews (desired versus horror scenario)
.
Jacobs et al. (2014) The Innovation Binder Approach: A Guide Towards a Social-Technical Balanced Pervasive Health System. In A. Holzinger, M. Ziefle, & C. Röcker (Eds.), Pervasive Health (pp. 69–99). Springer London.
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3) co-creation: iterative participation in creation by all stakeholders
25/08/14 32
Vision: Iterative process by mixed team
Observations
Scenario’s
Co creation workshops
Ontology engineering
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Scenario’s
25/08/14 34
25/08/14 35
Role play workshop
Call differ by reason
Water Or fall
Prevention by sensors
Detection of deviant profile and context
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Discussion towards decision tree
Decision tree workshop
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Proof of Concept
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Possible bumps in the road… § if care organisation is not a formal partner, continuous
engagement is difficult
§ Balance involvement to avoid overburdening domain experts in care main job is giving care
§ Active stimulate caregivers to think outside current practices and beyond the person they care for
§ Don’t forget to iterate: small scale steps and go back if
needed
§ Make things tangible as soon as possible
25/08/14 41
4) proof of concept is only the beginning
§ co-creation needed until after market introduction
§ Long way between POC and service § still a lot of choices to make and implement
§ Business models needed: § Cocreation to find new solutions within new business ecology?
§ A big gap from adoption towards appropriation § How to overcome learning curve?
§ Simplicity is not the answer for complex systems § Cocreate workable teaching the teacher systems?
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25/08/14 43
proof of concept is only the beginning
start way before prototype evaluation with user involvement
co-creation: iterative participation in creation by all stakeholders
create a mixed team realising interdisciplinarity in practice
