MEDICAL ADHERENCE
3
BREAKING BIASES
DESIGN PORTFOLIO
SURABHI SAKHALKAR
1
MEDICAL ADHERENCE
MY ROLE
Design Research
When “NON” is fused ahead of adherence, what we get is an enormous
problem of some 50% of 3.8 billion prescriptions in the United States alone
that are taken incorrectly or not at all.
COMPLIANCE AND
ADHERENCE
The term compliance and adherence
are often interchangeably used.
NON-ADHERENCE
However, compliance implies
DEFINITION patients as passive actors in
managing their health, while adher-
INTRODUCTION TO ence suggests a collaboration
PARKINSON’S between the doctor and patient to
DISEASE equally dedicate their time and effort
for the benefit of the patient.
EFFECTS OF
Non-adherence is assumed to be
NON-ADHERENCE equivalent to prescribed medication,
ON PATIENTS WITH however, it can also be extended to
PARKINSON’S the course of treatment which
includes medical device use and
RESEARCH GOAL applications, self-care, self-directed
exercises, therapy sessions, meal
regulations, and checkups.
UNFORDABLE MEDICATIONS
MISCOMMUNICATION
CULTURAL, HEALTH OR
RELIGIOUS BELIEFS
CONFLICTING PERSPECTIVES
MULTIPLE MEDICATIONS
FROM MULTIPLE PHYSICIANS
FORGETFULNESS
NUMBER OF DOSES
PERCEIVED SIDE-EFFECTS
ALTERNATIVE MEDICATION
SUGGESTED BY PEERS ON
SOCIAL NETWORKING SITES
REMEMBRANCE OF ILLNESS
DEPRESSION
77.8% have noticed immediate or long term effects due to non adherence
Activities
that are
scheduled
30 MINS
2X communication between this
group was open to their per-
sonal preference.
AFTER MEAL
Participant 1 wrote down the
timings of medicine intake the
first three times and forgot
about it after, due to work
load.
2X
Participant 2 changed meal
times twice because they acci-
dentally had a medicine
(snicker bar). They wrote down
all the timings for the intake of
30 MINS medicines in a journal and
AFTER MEAL reminded themselves by keep-
ing the medicine bowl on the
table during work.
Participant 3 did not set an
alarm as it would disturb them
30 MINS
3X during class, or while traveling.
They wrote down the intake of
medicine times. Medicine that
had to be consumed 8 times
BEFORE MEAL was not taken at equal inter-
vals and they found
before-lunch medicine intake
inconvenient due to uncertain
lunch times.
3X
Participant 4 & 5 that were
paired as a caregiver and
patient could not adhere to
30 MINS the schedule due to communi-
BEFORE MEAL cation errors. While the care-
giver set alarms to inform the
patient, the patient would
either not answer the
phone-call or forget to take the
medicine inspite of the
reminder.
8X
In conclusion, it was found that many patients/ caregivers used at least two tools for scheduling of activities related to
adherence. Due to various reasons, like being distracted by other tasks or being physically away from the reminders led
to confusion or accidental consumption of double dosage than prescribed. Additionally, users that were dependent on
their caregivers viewed themselves as a burden. Based on these insights gained after analyzing the results of these
research methods, design principles for the potential product/ service were derived.
Be a substitute for a
caregiver and restore the
self-confidence and
MUST independence of the
users by reducing their
Ease the stress
that non-adher-
dependency on others ence causes by
being a self
sufficient unit
Be able to Eliminate the SHOULD
adapt itself to need for
COULD the personality multiple
methods/
and needs of
the user tools used for
scheduling
Provide short
term incentive Provide ambient
for long term positive
benefit feedback
2 THE BRIDGE PROGRAM
SPONSOR
Emirates Holidays
MY ROLE
Design Lead | Design Research |
Conceptualization | UI/ UX Design|
Usability Testing | Prototyping |
Design Strategy
UNDERSTANDING
THE CONTEXT
Click for Process
AIRLINES
CA
RE
VIE
E
N
ID
ER S
D
IS
U
S
G
ER
KIES
L
CA
D
L ME customer data, using that data to develop more
LOCALS SOCIA
personalized customer service, offering support
FAMILY
TS throughout the entire customer journey and
GEN CU
A V EL A TS ST providing a tailored and satisfying experience.
TR
HO
R AN ES O
M The overarching goal of this opportunity is to
I
AU
FRIENDS
TE
N ER
ST A create a long-term relationship between cus-
AIRPORT GROUND SERVICES
LS
R E P SE
M R tomers and Emirates Holidays, providing a
CO V
IC high-quality customer service that draws them
CE ES
N back to the company on their next journey. This
A
R
SU robust POG is extremely tied to the behavior
IN and trends found before and entirely fit the
expectations of global travelers in this day and
age.
PERSONAS
ON HOLIDAY
JOURNEY MAP
DREAMING
BOOKING
PRE-DEPARTURE
POST- BOOKING
ADVOCATE
This customer journey is divided into eight stages:
Dreaming, Looking, Booking, Post-Booking, Pre-Depar-
ture, On Holiday, Back Home and Advocate.
DREAMING is when the traveler first has the conception
of the idea to go on a holiday. They are dreaming about
ON HOLIDAY they see sites that they have only
all of the possibilities, what they can do, where they can
dreamed about or seen in pictures, they experience
go, how long and when they could go, etc.
authentic food, and partake in activities that they
LOOKING is when the traveler starts to do secondary
would never have had the chance to back home.
research through the Internet, travel books, booking
However, if there are small inconveniences along
services, and talking to anyone they know that has
the way, the traveler is less likely to call and
traveled to the destinations that they are considering.
complain while on vacation. However, the compila-
BOOKING is the stage at which the traveler either books
tion of the inconveniences could lead to a negative
their travel on their own or a booking company does it
review once they return home. Two to three days
for them.
before their holiday is over, the traveler begins to
The POST-BOOKING stage is just bliss. Now, the traveler
experience emotions of stress, anxiety, dread, and
gets to continue dreaming about their upcoming
sadness. They start thinking about their journey
holiday. This time their dreaming is more structured
home and returning to the responsibilities of their
because they have finalized the holiday.
everyday lives.
PRE-DEPARTURE is when the traveler is excited because
BACK HOME involves the traveler’s journey home
the holiday is close. They are researching what the
and once they actually return to their home.
weather is going to be when they are at their destination
ADVOCATE is once the traveler is back home, they
and packing accordingly.
will leave a review if they feel inclined.
INSIGHTS
Click for Video
CONCEPT
GENERATION
The recommendations
suggested by EH get pinned
onto the map feature, where
This feature forms the core of the users can switch
the app which provides a between three modes. They
two-way communication can also view detailed
between Emirates Holidays models of places like the
and its customers and is facili- Dubai Mall, Burj Khalifa etc.
tated by the user alone. The
first button connects custom-
ers with EH agents for inqui-
ries and concerns regarding
hotel bookings, flight sched-
ule concerns or any other
interaction pertaining specifi-
cally to EH services. The
second button is for travel/
activity recommendations in
Dubai. After either of the
buttons is pushed once, the
device sends a signal to EH Live chat is an additional
call center to contact the user communication channel for
based on their pre-selected the customers, especially
preferences i.e. via live chat, the ones that prefer texting
phone call or chatbot. The over a phone call. The
suggestions provided by the A brief profile of respondents will be EH call
executives after pushing the the EH employees center agents. EH customers
second button will be person- to humanize can know about the people
alized and tailored to fit user them and make that they are speaking with
preferences, reflecting on the the conversation by tapping their profile
importance of the initial more natural and picture at the top of the
survey. easy going. menu.
GROUND REWARDS
PROGRAM
SURPRISE &
DELIGHT
INITIATIVE
DATA ACQUISITION
& TIERING
Timing: 2018 Q3
Phase II: Chatbot Communication
TODO
WAYFINDING
In conclusion, the Bridge Pro-
EH Assistance
gram not only satisfies the
Buttons
discovered opportunity but also
Ground Rewards
caters to the incremental
Program
insights gained through under-
standing and analyzing the
experiences shared by travelers
to provide Emirates Holidays as
well as its customers a thorough
solution.
MY ROLE
Design Research
CONTEXT Having studied in a collaborative environment with people from
various fields, countries, cultures, and ethnicities have its own
perks. But this process somehow starts abruptly at the Integrat-
ed Innovation Institute at CMU. After a two-day orientation,
students are segregated in different groups for different classes
and expected to collaborate with one another. Students in these
groups are not only from different professions but also, levels of
experience, cultures; this process is rather difficult to compre-
hend. Additionally, the high levels of competition and work-load
do not do any good either. Contrary to what integration is, due to
this vast difference in the mix of students, sometimes a lot of
important views are lost in translation.
RESEARCH My research goal was to understand how and why people per-
ceive things differently and what their assumptions and biases
GOAL are that shapes these judgments. This eventually led to formu-
late a transparent research method that also educated the par-
ticipant about the value of multiple perspectives.
RESEARCH
PROCESS
1 The research process can be broken down as follows:
Understanding the context in which the problem
needed to be addressed- the MIIPS program at III
PROMPT The prompt for this method was to explain the profes-
sions on the cue cards to one another, verbally or
through storyboarding. The underlying words were
“taboo words” that could not be used to convey their
thoughts. The participants were then given 10 mins (5
mins per cue card) to gather their thoughts and/or
create a storyboard and then explain each of these to
the other participant. The opposite participant was to
then guess the profession being explained. Each par-
ticipant had identical cue cards with the same profes-
sions but was unaware of this. This was done deliber-
ately to educate them about the importance of differ-
ing perspectives and to reflect on the reasons for it.
The purpose of this pilot study was to validate the
impact of the research method.
Engineer
Mechanical
Electrical Designer
Civil
Industrial Art
Develop Design
Build Strategist
Systems Artist
Manufacture Developer
Components Design thinking
Blueprints Interface
Cad User
Management Interaction
Applied Architect
Innovation Visual
Technical Researcher
Printing Sketch
Laser-cutting Iteration
Testing
Prototyping
Illustrator
“I am engineer myself but I am not very
fond of them personally. So if I were to
draw their attributes/ skills I would proba-
bly draw a timeline of a person sitting at
his desk and not talking to anyone.”
RESEARCH METHOD II
ers cal
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Be a won’t b
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Create a storyboard that best depicts a day/week of this professional that reflects their attitudes/ skills
towards work or others.
1MEDICAL ADHERENCE
3
BREAKING BIASES