1. From democracy to Beta
How Public Design? • MindLab 2011
31. august 2011
John Holager
flickr: megantosh
live|work nordic AS John Holager
31 august 2011 www.livework.co.uk john@livework.co.uk

2. Citizen involvement = democracy
(usually lots of people and a fair bit of talking…)
live|work nordic AS John Holager
www.livework.co.uk john@livework.co.uk

3. A key problem in the
democratic model is the
aversion towards failure
• failure is expensive
• failure is time-consuming
• and it’s not quite as much fun as success
live|work nordic AS John Holager
www.livework.co.uk john@livework.co.uk

4. Is Beta a possible solution?
Trial and error with
experience prototyping
• reduced risk
• increased speed
• people are engaging for real, not abstract
live|work nordic AS John Holager
www.livework.co.uk john@livework.co.uk

5. Two examples of
experience prototyping
live|work nordic AS John Holager
www.livework.co.uk john@livework.co.uk

6. Prototyping patient information
InnoMed and Oslo University Hospital
InnoMed 2010 live|work nordic AS Anders Kjeseth Valdersnes
www.livework.no anders@livework.no

7. Stakeholder insights
! 2 nurses and 4 patients from the Cancer Centre
! 2 nurses and 3 families from the Children’s Centre
! 1 cancer nurse in the municipality of Østensjø
InnoMed 2010 7

8. Large amounts of information
is being created, but there
is no system.
InnoMed 2010 8

9. «This booklet was There’s a need for a better
system that makes it simpler
made by one person to create information, and to
do quality assurance.
who was given time, Det blir produsert mye informasjon på
avdelingene. Ofte springer det ut fra
and had the interest engasjerte fagpersoner som setter av
to create it.» tid og forfatter et skriv, et hefte eller
en perm. Det meste er tekstbasert og
lite illustrert, og man begynner med
— Kristin, nurse
blanke ark. Det er velkomment å
kunne bygge på andres arbeid og så
tilpasse det.
InnoMed 2010 9

10. An example of sharing. Marie has brought a template from Radiumhospitalet
and adapted it to the cancer department at Ullevål. It explains
When, What, How, Where, Preparations and Considerations afterwards
InnoMed 2010

11. 100 questions about
life, the disease and the system.
Life
?
InnoMed 2010 11

12. «I had no idea where to Patients need info on three
levels: the disease, the
begin. Just figuring out system and life.
Det er tydelig at definisjonen av hva
the social benefits som er ‘pasientinformasjon’ må være
ganske vid. Det er ikke bare det
system almost medisinske, men også hvordan
killed me.» sykehuset og helsevesenet fungerer. I
tillegg handler spørsmålene om
hvordan man lever med sykdommen,
— Kirsten, cancer patient og følgene det har for livet. Disse tre
tilsammen utgjør behovet.
InnoMed 2010 12

13. In addition to the hospital’s information, NGO’s create a lot of information for
patients and caregivers.
InnoMed 2010

14. PROTOTYPE 2:
Create a checklist
and a tailor-made
information
package for one
specific patient
InnoMed 2010 14

15. Vigdis and Cecilie were given the task to choose relevant information for a 6
year old girl with acute lymphatic leukemia
InnoMed 2010 15

16. …and were categorising it: Disease, System and Life.
InnoMed 2010 16

17. We compiled and designed the information in a tailor-made binder,
and let the family try it.
InnoMed 2010 17

18. «The more someone can filter the
information for us, leaving what’s
relevant, the better.
There is som much to read…»
«We have a folder where we collect all the
information. My mother-in-law has read
it as thorough as we have. When our
daughter got sick, we might not be the best
to explain things to her.»
— Anniken, mother of Cathrine (6)
InnoMed 2010 18

19. «Yes, definietly. It would be very
good for the patient to get it in
writing. For us, it would be
important to keep working on what
they’ve said and done at the
hospital.»
— Home care nurse, Østensjø municipality
«…but under System there’s lacks a
lot of information about what they
will get from the municipality!»
— Giske, Cancer Nurse, Østensjø municipality
InnoMed 2010 19

20. «A simple system for creating
check lists and folders would be
absolutely brilliant.»
«I would have ordered ready-
made folders from the in-house
printer’s. It’s quicker than
printing and making them
myself.»
— Childrens nurse, Ullevål
InnoMed 2010 20

21. What we learned from Prototype 2
! Up to 60% reduction of excess patient information
! Making the selection is quick
! Checklists are a good way of tailor making information packages for both the
ward and for a patient
! Bullet lists allow patients to ask better questions
! Provides patients great value in the transition between hospital and home
! Better overview for the municipality on information that is lacking when the
patient leaves the hospital
Challenges:
! Both patients and the municipality have a strong need for integration of
personal data with the general patient information
InnoMed 2010 21

22. OSLO TRANSPORT AUTHORITIES
Wayfinding and information system for Ruter
15. september 2010 live|work nordic AS John Holager
www.livework.no john@livework.no

23. Prototype with 30 people
30 people with different background,
language and travel habits were asked
to try the system to plan and carry out
different journeys.
live|work nordic AS John Holager
www.livework.no john@livework.no

24. Created user journeys
A set of user journeys were created. The user journeys
simulate real world tasks people need to solve when using
public transport.
live|work nordic AS John Holager
www.livework.no john@livework.no

25. Three cases to test
1. Entering a metro station
2. Exiting a metro station
3. Supporting tasks
live|work nordic AS John Holager
www.livework.no john@livework.no

26. Locating a destination and choosing the right travel direction.
live|work nordic AS John Holager
www.livework.no john@livework.no

27. Trying the new fare zone system – and finding ticket prices
live|work nordic AS John Holager
www.livework.no john@livework.no

28. Alternative time tables – created iteratively within the prototype
live|work nordic AS John Holager
www.livework.no john@livework.no

29. Finding the next step of the journey
live|work nordic AS John Holager
www.livework.no john@livework.no

30. Example of detailed feedback
“It will probably help me not to travel in the
wrong direction – as I sometimes do.”
15. september 2010 live|work nordic AS John Holager 30
www.livework.no john@livework.no

31. «There are quite a few questions that I’m not sure
I would have considered had I been sitting behind my desk»
live|work nordic AS John Holager
www.livework.no john@livework.no

32. Discussion tasks in groups
1. How would ”Beta” affect Imagine a public service
public services and where law- and police
management? student are ”back to
2. What would it take to get everyday” mentors for
government to adopt this newly released prisoners.
way of thinking?
How and what would you
3. Make a 4-point ”manifesto prototype it? What are the
for Beta in public service” key challenges?
live|work nordic AS John Holager
www.livework.no john@livework.no

33. john@livework.co.uk
www.livework.co.uk
15. september 2010 live|work nordic AS John Holager
www.livework.no john@livework.no