This document discusses service design for patients with conditions like cancer, long-term illnesses, and mental health issues. It emphasizes understanding user needs through various research methods like focus groups, interviews, and observing patient journeys. The document also mentions developing personas, scenarios, and engaging users in innovation labs to generate ideas for useful and usable products and services. Evaluation of any new service is important to consider the impact on clinical environments and patient-doctor relationships.

1. Jane Wood
Service Designer
Cancer, Long Term Conditions,
Mental Health

2. Know your users
Lots of tools and techniques to help
Image - http://brynjones.deviantart.com/art/The-Usual-Suspects-189659496

3. Is there a need?
Make a difference to a lot of patients, develop a
flexible and scalable service
Image - www.cancerresearchuk.org

4. What are patients needs?
Current policy
Literature review
Don’t re-invent the wheel

5. Ask patients about their
experience
Focus groups Semi structured interviews
Inform: design, functions, features and content

6. Observe their journey

7. Who are the people involved in their care?

8. Where do they receive their care?

9. What support to they need alongside their care?

10. Where is the service used?
Impact on Dr/patient relationship?
Challenges in clinical environment?

11. How will patients become aware
of the service?

12. Evaluation
Image - http://solutionsfire.co.uk/Free-fire-risk-assessment-advice.html

13. Innovation Labs
Over 100 people - 126 ideas – December to
February
Lab1: Personas, scenarios, ideas
Incubation
Lab 2: features, storyboards, pitch
http://www.innovationlabs.org.u

14. Engage your users
Make useful, usable, engaging and effective
products and services

15. j.wood@mihealth.info
@janelwood
www.mihealth.info

16. Create a persona for a
diabetes app
Psyche: we all have an overall attitude
towards life and
our surroundings which also influence the way
we meet
technology e.g. is the persona introvert or
extrovert.
Background: we all have a social
background, education,
upbringing which influence our abilities,
attitudes and
understanding of the world.
Emotions and attitudes towards technology
Link:
and the

17. Is content relevant and
meaningful?
Is it accurate, up to date, authoritative?
Collaborate with reputable content providers