User-Centered Design in Defining and Developing Health and Well-Being ICT Solutions

Liappas, Nikolaos; Teriús-Padrón, José Gabriel; García-Betances, Rebeca I.; Cabrera-Umpiérrez, María Fernanda; Arredondo, María Teresa

doi:10.1007/978-3-030-25590-9_9

Cited by 4 publications

(1 citation statement)

References 18 publications

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“…Processes and technology tools in health care tend to be designed in a silo and lack coordination with other aspects of care delivery [ 47 ]. The human-centered design method provides a structure that avoids the pitfalls common to traditional ICT development, such as lack of a deliberate process for innovation, all-in-one solutions that do not adequately meet users’ needs, or solutions that are developed without user input [ 48 , 49 ]. For example, phase one of our interviews with case managers revealed that an ICT tool needed to focus primarily on efficiency to allow them to reach more clients.…”

Section: Discussionmentioning

confidence: 99%

Designing an Information and Communications Technology Tool With and for Victims of Violence and Their Case Managers in San Francisco: Human-Centered Design Study

Patel¹,

Sarlati²,

Martin-Tuite³

et al. 2020

JMIR Mhealth Uhealth

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Background Violence is a public health problem. Hospital-based violence intervention programs such as the San Francisco Wraparound Project (WAP) have been shown to reduce future violent injury. The WAP model employs culturally competent case managers who recruit and enroll violently injured patients as clients. Client acceptance of the WAP intervention is variable, and program success depends on streamlined, timely communication and access to resources. High rates of smartphone usage in populations who are at risk for violent reinjury create an opportunity to design a tailored information and communications technology (ICT) tool to support hospital-based violence intervention programs. Objective Current evidence shows that ICT tools developed in the health care space may not be successful in engaging vulnerable populations. The goal of this study was to use human-centered design methodology to identify the unique communication needs of the clients and case managers at WAP to design a mobile ICT. Methods We conducted 15 semi-structured interviews with users: clients, their friends and families, case managers, and other stakeholders in violence intervention and prevention. We used a human-centered design and general inductive approach to thematic analysis to identify themes in the qualitative data, which were extrapolated to insight statements and then reframed into design opportunities. Wireframes of potential mobile ICT app screens were developed to depict these opportunities. Results Thematic analysis revealed four main insights that were characterized by the opposing needs of our users. (1) A successful relationship is both professional and personal. Clients need this around the clock, but case managers can only support this while on the clock. (2) Communications need to feel personal, but they do not always need to be personalized. (3) Healing is a journey of skill development and lifestyle changes that must be acknowledged, monitored, and rewarded. (4) Social networks need to provide peer support for healing rather than peer pressure to propagate violence. These insights resulted in the following associated design opportunities: (1) Maximize personal connection while controlling access, (2) allow case managers to personalize automated client interactions, (3) hold clients accountable to progress and reward achievements, and (4) build a connected, yet confidential community. Conclusions Human-centered design enabled us to identify unique insights and design opportunities that may inform the design of a novel and tailored mobile ICT tool for the WAP community.

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Section: Discussionmentioning

confidence: 99%