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Presentatie ecare summerschool Ghent 2014

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Presentatie ecare summerschool Ghent 2014

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In this presentation we start with explaining the necessity of a user centered approach of any e-care solution. In the past users where only consulted when a product was almost finished at the end of a development trajectory when making changes cost a lot of money.  Today another approach is becoming the best practice of R&D: user centered design. In the care domain this brings some extra challenges towards the inclusion of vulnerable people as well as overburdened care professionals. Adapted UCD strategies are thus appropriate. Illustrated with examples from own research experiences in e care R&D projects, we reflect on the essential steps, pitfalls and solutions to integrate a user centered approach in your future eCare project. 

In this presentation we start with explaining the necessity of a user centered approach of any e-care solution. In the past users where only consulted when a product was almost finished at the end of a development trajectory when making changes cost a lot of money.  Today another approach is becoming the best practice of R&D: user centered design. In the care domain this brings some extra challenges towards the inclusion of vulnerable people as well as overburdened care professionals. Adapted UCD strategies are thus appropriate. Illustrated with examples from own research experiences in e care R&D projects, we reflect on the essential steps, pitfalls and solutions to integrate a user centered approach in your future eCare project. 

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Presentatie ecare summerschool Ghent 2014

  1. 1. Developing user centered eCare solutions eCare Summerschool ‘14 Prof An Jacobs Digital Society iMinds
  2. 2. 25/08/14 2 2005 2007 20112006 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’Car e- Clouds 2013 2014 3DUS SIMRET Data sharing architectures Home & residential care Medical ICT technologies NXT_Sleep LittleSister Fallrisk * * * * * * * * * * * * SMIT involved * Some examples of past projects within iMinds context (Flanders, Belgium)
  3. 3. 25/08/14 3 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/
  4. 4. 25/08/14 4 Source: http://www.e-cartouche.ch/content_reg/cartouche/ ui_access/en/html/GUIDesign_UCD.html
  5. 5. 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
  6. 6. “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 onderzoeksmet hoden 04-11-2008 | pag. 6
  7. 7. Market pull Problem/need driven No room for determinism in innovation Technology push Solution driven Technical & social/market challenges meet each other
  8. 8. 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
  9. 9. 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
  10. 10. “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
  11. 11. How to capture user innovativeness? Add users and stir?
  12. 12. How to capture user innovativeness? How? Who? When ? Where ? What? Why? Kwalitatieve onderzoeksmet hoden 04-11-2008 | pag. 12
  13. 13. Who? “users” 25/08/14 13 How? Who? When? Where?What? Why?
  14. 14. 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 25/08/14 14
  15. 15. Engage real and multiple type of users 25/08/14 15 Targeted network for home care technology Care dependent
  16. 16. Common made design mistakes Thé user doesn’t exist I methodology Elastic user
  17. 17. Participation of target group in user centred design Case: Recruiting pilot 1 AAL Care4Balance project
  18. 18. When? Timing of user involvement 25/08/14 18 How? Who? When? Where?What? Why?
  19. 19. 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
  20. 20. Titel van de presentatie 26/08/14 | EXPERIENCE What and where? How? Who? When? Where?What? Why?
  21. 21. How? Why? Source: Sanders, Liz (2008) 'An evolving map of design practice and design research', in Interactions (November + December), 13-17. Participatory Design Human Factors + Ergonomics Usability Testing Applied Ethnography User-Centered Design Design + Emotion Critical Design Lead-User Innovation Contexual Inquiry Cultural Probes Generative Design Research Generative Tools “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 Design-Led Dialogic Design Overlayed on Map of Design Research Figure 1. Map of Design Research — Underlying Dimensions Figure 2. Map of Design Research — Research Types
  22. 22. 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
  23. 23. Different routes possible, an example of fruitful grips from the project ACCIO 25/08/14 23
  24. 24. From collection of information to knowledge ? 24 Harry Potters””where about” clock as project metaphor Information Communication Connection observation knowledge descision ACCIO ! Innovation vision
  25. 25. Proof of Concept 26/08/14 25 Personal Electronic Device (PED)
  26. 26. 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
  27. 27. 2) create a mixed team realising interdisciplinarity in practice 25/08/14 27
  28. 28. 25/08/14 28 Equal foot Celebrate differences
  29. 29. care organisations technology providers social research technology research 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 DIVERGERGECONVERGE Innovation binder approach
  30. 30. 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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
  32. 32. 3) co-creation: iterative participation in creation by all stakeholders 25/08/14 32
  33. 33. Vision: Iterative process by mixed team Observations Scenario’s Co creation workshops Ontology engineering 33
  34. 34. Scenario’s 25/08/14 34
  35. 35. 25/08/14 35 Role play workshop
  36. 36. Call differ by reason Water Or fall Prevention by sensors Detection of deviant profile and context
  37. 37. 37 F)?#:+' +)$.<:'%:+'+)@)&#!A):*' +#(;A):*'D#"-K#D' "#&)$'%:+'*%$-$' #:*#&#<?'(")%=#:' $;::?'+%?''$():%".#@I' ;$)"'(#(")%=#:' .:*"#+;(.:<'#:*#&#<.)$' "#&)'!&%?' +)(.$.#:'A%.-.:<' >.<>'&)@)&'#:*#&#<?' &#D''&)@)&'(%")'#:*#&#<?' %&<#"".*>A$' !".#".=$%=#:' %:+'$)&)(=#:' 0112345021'LM118N' O#P'")%&.$%=#:'O#P';$)"'E))+F%(-' (#:()!*')@%&;%=#:' >%"+D%")'(#A!#:):*$' $#QD%")'(#A!#:):*$' (#:=:;#;$'.:*)<"%=#:' O#P'I'*)$=:<' )AF#+.)+'$?$*)A';$)' D#"-$>#!' %+%!*%=#:$'%:+' .A!"#@)A):*$' :)D'E)%*;")$' O#P'J'*)$=:<' R:%&'")!#"=:<'#:'.::#@%=#:' ")$;&*$' @%&#".$%=#:'$*"%*)<.)$' @%&#".$%=#:'$*"%*)<.)$' (#:()!*$'E#"':)D':;"$)'(%&&'$?$*)A$' (#:()!*$'E#"'O9#L'"##A' #!=A.$%=#:'$*"%*)<.)$'#:'(;""):*'(%")'!"%(=()$' $():%".#$'#:'E;*;")'%AF.):*'(%")'(#:()!*$'
  38. 38. Discussion towards decision tree Decision tree workshop
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
  40. 40. Proof of Concept 25/08/14 40
  41. 41. 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
  42. 42. 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? 25/08/14 42
  43. 43. 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
  44. 44. 44 Questions? An Jacobs An.Jacobs@vub.ac.be

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