13. “What is in my mind”
A
project
for
Ethnic
Minority
14. Ethnic minorities are facing different
problems such as languages, social,
cultural and religious issues in hospital.
15. Ethnic minorities are facing different
problems such as languages, social,
cultural and religious issues in hospital.
HK, emergency 急症
Filipino, kagipitan
Pakistani, !"#$%&, Urdu
Indonesian, darurat
Nepalese, Nepali
16. Ethnic minorities are facing different
problems such as languages, social,
cultural and religious issues in hospital.
Taboo, food, customs, ideology (sex, body)
Hinduism / Nepalese
Muslims / Indonesian
Islam / Pakistani
17. Preliminary
Proposition
• It
is
a
conflicts
between
different
cultures
• Minority
VS
Majority
=
Inferior
VS
superior
• Discrimination
18. Preliminary
Proposition
• It
is
a
conflicts
between
different
cultures
• Minority
VS
Majority
=
Inferior
VS
superior
• Discrimination
BIG
Problem is far too
19. “Preconception is a hallucinogen
for designers!”
You
seem
to
know
what
you
actually
don’t!
21. Service
Design
//
relevance
//
usability
//
desirability
and
//
compassion
are
the
keys
to
success;
all
of
these
criteria
are
user-‐centered
22. Service
Design
}
//
relevance
customer
//
usability
behavior
//
desirability
and
emotional
//
compassion
values
are
the
keys
to
success;
all
of
those
criteria
are
user-‐centered
that
lead
to
customer
behaviors
and
emotional
values.
23. “not what we want to design for the
projects but what is required for a
reliable, effective and comforting
patient journey.”
behavior
+
emotion
30. By
understanding
the
real
problems
and
difficulties
faced
by
the
stakeholders,
Insights
and
solutions
will
emerge
automatically.
31. //
interviews
were
conducted
with
stakeholders
who
had
provided
useful
views
and
suggestions
about
concerns
and
problems
from
different
perspectives.
32. “the
one
thing
that
would
make
my
job
easier
,
is
more
time”
33.
34.
35. “Without
interpreter,
they
cannot
explain
themselves
fully,
have
phobia,
and
prefer
not
go
to
the
hospital."
~
Ms.
Samaira
Rehmat,
SSCEM
36. "I
don't
really
understand
those
difficult
medical
terms.
~
Pakistani
boy
37. "Core
informa,on
is
important
for
sickness,
not-‐so-‐core
info
may
influence
the
experience."
~
Rita
Kong,
Manager,
Community
Health
Center
38. Healthcare
Givers
Said
//
Don’t
show
up
in
appointed
date
//
Don’t
understand
medical
instructions
//
Forget
to
bring
medical
reports
//
May
use
identity
of
someone
else
just
to
save
money
Patients
Said
//
Why
I
need
to
wait
for
4
hours?
//
I
get
Panadol
for
all
illnesses
//
I
need
to
bring
along
my
kids
to
the
hospital
or
else
no
one
is
taking
care
of
them
//
Doctors
are
exaggerating
my
illness
//
Difficult
to
use
telephone
reservation
system
//
I
am
lost
in
hospital
39. Difficulties
//
Ethnic
minorities
are
facing
various
difficulties
such
as
language,
cultural,
and
emotional
issues
in
medical
service
in
POH.
Being
ignored
Sense
of
helplessness
Stressed
and
lost
40. We know the people,research
Ingredients
of
what about their
task?
People
Tasks
Trust
insights
42. //
To
collect
direct
evidence
of
patients’
medical
experience,
research
methods
like
field
observation
and
shadowing
have
been
used
for
patients
in
different
departments
and
clinics.
56. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
“Without
interpreter,
they
cannot
explain
themselves
fully,
have
phobia,
and
prefer
not
go
to
the
hospital."
~
Ms.
Samaira
Rehmat,
SSCEM
57. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
“Doctor
and
nurse
tend
to
talk
to
interpreters
instead
of
to
EM
patient”
~
from
observation
in
shadowing
58. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
à To
create
consistent
contact
point
for
adherence
"
One
patient
meets
many
people
in
various
stages
of
the
journey"
59. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
à To
create
consistent
contact
point
for
adherence
à Prevent
inaccurate
translation
"I
don't
really
understand
those
difficult
medical
terms.
Sometimes
I
need
to
call
my
daddy
to
do
further
interpretation.”
~
Pakistani
boy
60. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
à To
create
consistent
contact
point
for
adherence
à Prevent
inaccurate
translation
à Make
use
of
the
waiting
time
"
In
hospital
,
is
always
waiting,
waiting.
I
have
brought
newspaper
to
kill
time."
~
GURUNG,
Sujan
61. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
à To
create
consistent
contact
point
for
adherence
à Prevent
inaccurate
translation
à Make
use
of
the
waiting
time
Emotional Aspects
"
In
hospital
,
is
always
waiting,
waiting.
I
have
brought
newspaper
to
kill
time."
~
GURUNG,
Sujan
62. Insights
à
Build
confidence
for
EM
patients
and
let
them
express
à Let
the
patient
take
control
of
the
journey
à To
create
consistent
contact
point
for
adherence
à Prevent
inaccurate
translation
à Make
use
of
the
waiting
time
Technical Aspects
"
In
hospital
,
is
always
waiting,
waiting.
I
have
brought
newspaper
to
kill
time."
~
GURUNG,
Sujan
65. //
not
to
focus
on
solving
the
social
and
cultural
conflicts
between
EM
patients
and
hospital
//
but
to
empower
EM
patients
to
take
control
of
their
patient
journey
through
effective
communication
tools.
68. //
not
to
highlight
instructions
warning
patients
the
importance
of
medical
treatment
and
exercise
//
but
to
engage
young
patients
to
support
each
other
as
a
community,
and
motivate
the
exercise
through
their
habits.
71. //
not
to
redesign
the
visual
forms
of
charts
and
files,
and
how
they
are
displayed
in
different
locations
//
but
to
develop
a
mechanism
of
transferring
and
translating
important
patient
information
for
clinics
to
wards,
from
doctor
to
nurse
to
technicians
effectively.
72. //
Participatory
design
approach
is
adopted
to
actively
involve
stakeholders
in
the
design
process
ensuring
that
the
design
solutions
meet
their
needs
and
is
usable.
And
they
can
be
more
responsive
and
appropriate
to
the
users'
cultural,
emotional,
and
physical
conditions.
73. //
Co-‐creation
and
evaluation
workshops
had
been
conducted
with
stakeholders
who
contributed
a
lot
to
the
relevancy
of
project
direction,
content
as
well
as
the
usability
of
design
solutions.
87. With
participatory
approach
//
Can
discover
findings
that
secondary
research
cannot.
//
Can
observe
target
behavior
in
context
that
generate
relevant
insights
for
design
development.
//
Can
put
ourselves
in
the
shoes
of
stakeholders
88. //
C0-‐design
/
evaluation
workshops
are
one
of
the
most
important
tools
for
generating
and
evaluating
the
design
solutions
whether
they
can
actually
empower
the
users,
and
will
be
well
received.
89. //
the
communication
barrier
became
not
only
the
problem
of
ethnic
minority
group,
but
also
the
problem
of
the
designer
too.
//
the
down
side
is
I
needed
to
rely
on
interpreters
for
translation,
whom
I
claimed
as
an
unreliable/indirect
source
of
information.
//
the
positive
side
of
it
was
that
I
could
put
myself
into
their
shoes
and
share
their
frustration
and
stress.
90. More
patients
should
be
involved
in
co-‐design
workshops,
instead
of
just
healthcare
givers.
91. //
forget
about
designing,
//
release
our
perception,
//
understand
people
and
their
real
difficulties.
//
then
the
design
solutions
will
find
their
way
to
you.
92. Thank you
This
presenta:on
is
consolidated
with
the
project
materials
from
Charles
LAW,
Krupali
RAIYANI
and
Jackson
CHOI
