Hans Kaspar Hugentobler, first day presentationat #RSD3 Relating Systems Thinking and Design 3, in the Service Design and Design for Public Services track, at AHO, Oslo, Norway, moderated by Alex Ryan
This digest was created in real-time during the meeting, based on the speaker’s presentation(s) and comments from the audience. The content should not be viewed as an official transcript of the meeting, but only as an interpretation by a single individual. Lapses, grammatical errors, and typing mistakes may not have been corrected. Questions about content should be directed to the originator. The digest has been made available for purposes of scholarship by David Ing.
Program is at http://systemic-design.net/rsd3-2014/program/
From Lucerne U. of Applied Sciences and Arts, Switzerland
Not a big community in design research in Switzerland
Speaking on behalf of 3 other researchers
Pitched ideas to work in hospitals
- Design ethnography as basic method
- Design process through experiential learning (Kolb), as patients working through health pathways
Objective: Optimized discharge management outcomes by means of designed patient pathways
- Gynecological clinic in hospital in Switzerland canton, wanted optimizing the length of women
- Health care consulting company wanted an extended method
Frame project as intersection between design and organization science, see Rome (2003) relevance gap in org science research to be closed by design research
- What processes?
- At that time, only two other studies, in Denmark and with National Health Service
- Wanted to reframe design research
Issues at beginning on nexus of patient pathways and individual experience
- Sources of complexity from institutional and personal
- Challenge for design thinking with people at the centre
- Patient pathways: Have big picture supply chain, and local issues
- Scientific goal: Can we create evidence, demonstrate design research
- Research question: In what way can process-based patient journeys and context-related case story produce an evidence base for process design optimization of patient pathways, and encourage an optimal duration of hospital stay?
Research process, 3 phases:
- 1. Analysis of patient journals: 7 pregnant women, 26 clinic staff (midwives, doctors)
- 2.1 Cocreation session with everyone involved
- 2.2 Could have a design synthesis and realization phase, not yet conducted (December)
- 3. Will have a methods evaluation with hospital and consultancy
Analysis with patients found 19 issues in 3 realms
- Grounded theory on transcripts
- Mapped issues across attention, entry, engagement, exit, extension
- Issues according to agency: hospital (defining), interaction (with patients), and patients (experience / results)
Brought results into workshop
- Difficult to get time of staff
- Brought in patients
- Workshop evolved naturally
- Three questions:
- 1. How might we collaboratively design an ideal discharge process?
- 2. How might we proceeed in order to bring about the difference that makes a difference?
- 3. How might I play the role of design facilitator?
- Hospital new to working with design researchers
Workshops created 6 ideas
- Discharge seemed cold and chaotic as compared to welcome
Triangulation on evidence
- Had one new idea: addressing psychological issues
- Practices are defined by the organization; want to be empathic with women, but mothers can’t bring own midwives
Sketchnote of presentation by Hans Kaspar Hugentobler, drawn by Danielle Olson at https://twitter.com/DROdesigner/status/522753844795953152