Future Experiences: Stress Less

F U T U R E
E X P E R I E N C E S
A RWEN BORRIS

Educating
Technological
Communicating
Cancer
Future
Working
Prevention
&
Detection
Cancer
CI
Personal
Well-being
Future
Living
Care
&
Treatment
Social
Beyond
Cancer
CANCER COLLECTIVE INTELLIGENCE:
A FUTURE ECOSYSTEM
2

Table of Contents
Brief
Meet the Team
Project Launch
S.T.E.E.E.P.L.E Cards
CI Statements
Unintended Consequences
Manifestations
Future Vision
Mood Board
Proposed Props
Emotional Journey Map
Our Step Back
The Patient Network
Future Vision-Revisited
Manifestations-Revisited
Mood board-Revisited
Metaphor Sketches
Storyboard
Video
Communication
Poster Proposals
Web-page
Reflection Part One
3

Design Brief
“Designing future experiences of
cancer in 2030 enabled by advances in
collective intelligence”
Exploring health and care in the
post Covid world, this project will
investigate what cancer will look like
ten years into the future. With a speculative
and analytical approach, it will discover
future living and future working. Glasgow
School of Art students will work closely with
cancer experts across the world to research,
predict and design for the future of cancer
care. The designers will work in groups of
four for the research phase then proceed to
part 2 of the project individually to produce
a product, service or experience outcome.
4

James Lu Arwen Borris Sian MacKay Ibrahim Afzal
Meet the Team
Our group was assigned Cancer future working within
Care and Treatment: informing Professional judgements
on therapies and care pathways.
5

PROJECT LAUNCH
Upon our first encounter with the experts we discussed various
stakeholders involved in Care and Treatment using Mural and Zoom as a
documenting platform.
Palliative
care staff
Radiotherapists
Survivors
Statisticians
Consultants
Pharmaceutical
Companies
Nurses
Surgeons
Family
Charity
Workers
Oncologist
Patient
NHS Computer
Scientist
Peers
Financial
Support
Having identified these stakeholders, we began our desk research and
explored potential locations they and their patient would be in, time frames
of how long they were involved for and their importance in the system.
6

Exploring our
Domain
Why is it important?
Prepare the
patient to live
with cancer
Support
Network
Educating
Prolong Life
Generating
patient data
Manage side
effects
Recovering
Mental Health
Where does it happen?
Living with
cancer
Oncology
Ward
Radiology
Isolation/
Shielding
alone
During travel
Community
Centres for
help groups
At work
Hospitals
Social
Media
Patients Home
Blogging
Platforms
Hospice
Pharmacies
Charity Shops
When does it occur?
Post Treatment
Beyond
Cancer
During
Diagnosis
Palliative Care
Time waiting
for diagnosis
Post
Diagnosis
Self-Help
Over long
periods of
time
7

S.T.E.E.E.P.L.E
CARDS
8

As done previously in other projects, we formed research
cards from our desk research, these would act as inspiration
and influencers for our project to follow.
9

S.T.E.E.E.P.L.E. Cards Analysis
To understand our strands of thinking we mindmapped and filtered the steeeple cards.
The three main categories derived from this were Humanitarian, Legal and Medical.
This also showed a divide in both the “Care” and “Treatment” aspects of our project.
‘Humanitarian/Care’ had the subsections of the individual patient and the community whilst
‘treatment’ was the practical and legal sectors. Education, Technology, Environmental Impact
and Money also overlapped into all of our clusters too.
10

11

Collective Intelligence
Allows lived cancer
experiences to connect with
current cancer cases through
real-time data collecting to
enhance patient and staff
knowledge
Collective Intelligence
Allows cancer workers to
improve communication
globally and/or locally
thus opening up future
career collaborations across
disciplines
Collective Intelligence
Can allow the patient to
have more control and
freedom in their treatment
by connecting with various
forms of support
12

UNINTENDED
CONSEQUENCES
“An exploratory workshop to uncover the unanticipated effects of change”
"A design futures tool to explore the knock-on effects of change"
We pushed our future thinking
forward in such a short space
of time through Andthen’s
'Unintended Consequences' workshop.
Here, we were able to think divergently,
brainstorming multiple futures and the
ramifications of each in a short period of time.
I felt hurried by the pace of the workshop but
it gave me little time to consider my more
rational thought process allowing me to be
more speculative and not worry about perfect
answers which I have been prone to sticking
with in the past.
Among the consequences we gathered as
a group, some of my favourites were our
hypothesised: “black market medicine due to
the NHS privatisation”, “a cancer retreat” and
“a divide between those who use technology
and those who avoid and fear it due to its
invasion of privacy.”
13

UNINTENDED
CONSEQUENCES
1st
Consequence
2nd
Consequence
New jobs
specific to
handling the
vast amount of
data collected
Connecting
globally allows
one country
to learn from
another
A collective
group is
formed to
regulate and
cater treatment
globally
Family/carers
being more
responsible for their
family members
with cancer
Staff can
see the patient
recovery journeys
to help their
mental health
Public and
private
support will
collaborate
Machines
choosing the
medication
rather than
doctors
Older staff
struggle with
ever changing
technology
updates
More support
for staff wellbeing
Technology
allows the
healthcare team
to be more
connected
Harder to get
employment
in the medical
field
Trained by
technology
walk through
=> more
experienced
Survivor
stories
increase
New
Technology will
allow patient
and doctors to
communicate
remotely
Mental health
workers will
be directly
connected to
medical staff
New jobs
positions are
created
Security
issues with
live data
New
services will
be created to
accommodate
treating cancer
at home
Hospitals will
become more
human and
personalised
Technology
Will be installed
in the home
to help with
Cancer
More
connected in
the medical
world with
each other
Staff work
less hours due
to mental and
physical toll of
a high pressure
job
3rd
Consequence
Mass
unemployment
due to rise of
machines
Mental health
issues become the
new mainstream/
feared illness
Society
becomes more
enlightened
on what causes
cancer
The world
becomes too
tech-driven
14

Manifestations
Bringing our conclusions from the
andthen workshop, we summarised
them into 5 building blocks that would
build the foundations of our future world and
explore its potential within the medical field.
Medical Treatment
Transported
Rise in domestic treatment; medical
services will travel to patients
instead of hospital visits. Mobile
hospitals will become popular as the
Coronavirus continues to spread
through stationary hospitals with
semi-permanent patients that could
be treated at home
Human Centred
Approach To Cancer
Treatment At Home
A human centred approach
will become more prominent
in treating cancer at home
enabling increased freedom
and control to the patient
over their lifestyle.
15

Cancer Retreat
An optional full-time retreat
programme with doctors, fellow
patients and all medical equipment
required will all be in one place.
This centralised expert team in one
sanitary clean facility will increase
the chances of survival and take
pressure off public hospitals.
Technology vs.
Technophobic
Technology privacy and
affordability creates a huge
divide. Technophobic
people will require human
interactions whilst those fully
adapted to technology may
struggle to communicate
socially without it.
No Medical Information
on the Internet
The internet can provide people with useful
information but it can be dangerous too. The
digital search for symptoms will be banned,
preventing false self-diagnosis and ensure
professional medical advice is always used.
16

FUTURE VISION
Our mood board sharpened our focus on what represented our world in ten
years time. Showcasing empathy and humanising technology as key values
essential to 2030, we aimed to fuel our future projects around these key
themes. However, we also intended to challenge them, showing the dystopia
version of technology advancements and human emotions too.
17

MOOD BOARD
As part of our GOODD workshop, we created a mood board
based on our Care and Treatment approach in 2030 we wanted a
welcoming relaxing invitation to the future. Allowing technology
to make your life easier whilst you feel in control of it.
Object
The relationship between
technology and humans
becoming closer than ever
Personality
Teamwork, overcoming
cancer together, its not
a battle to do alone, we
all need support
Activity
The cancer blogger,
controlling your own
care and treatment
Architecture
Mobile hospitals
- medical staff
travel to you
Key Value
Humanising Technologyadvancements
no longer
daunting
Material
self-medicating in your
home with medical
equipment that you trust
Tone of Voice
Knowledge from a reliable
source; the internet cannot
always be trusted
Typeface
delicate yet bold
personality, it has
character to it
Colour
clean, precise,calm,
peaceful, friendly, purity
18

Giving a more grounded context to our
vision we created three proposed items for
our film.
Proposed Props
CHIPPED MEDICATION
Pills programmed to travel to a
specific place in the body, transmit
their location, collect live data
and inform a remote medical staff
member that the medicine has been
consumed.
MEDICINE ON WHEELS
Mobile clinics and
medication dispensers that
deliver healthcare straight to
the patients door
SHARED
RESPONSIBILITY DEVICE
A monitor that suggests sleep pattern,
medication consumption and exercise
appropriate to your treatment. Providing the
most appropriate care to its individual patient
allowing them to make educated decisions
about their health and well-being. Medical
Staff can oversee this progress remotely.
19

USER JOURNEY
The GOODD workshop asked us to create a scenario in 2030 with a selected stakeholder.
We roleplayed as a GP considering duties and human behaviour but alone, we
struggled to map out their journey. Understanding that care and treatment was about
a relationship between staff and patient, we created the scenario with both parties involved.
Showing each moment and their corresponding emotions. The patient is displayed in the light
blue whilst the GP in the dark blue.
Patient
MoMent
Live data
understands
patient life style
Patient starts
having cancer
systems
Patients get
informed and
have a video
meeting with the
doctor
Patient gets
visit/contact
from the doctor
Staff
Searching
patient history
and analysing
data
Identifies cancer
symptoms from
data notifies their
doctor
Doctor interviews
patients with
detailed
questions
Doctor arrived
with hospital on
wheels and does
tests on patients
Patient
At ease, trusts
machines more
with healthcare
Upset and
Confused
eMotions
Staff
Out of their
hands allows
patients to be
identified easier
Uncertainty
Looks over just
to double check
machine findings
- machine bias
Feels
knowledgeable
confirming data,
but with human
empathetic
approach
Human contact =
comfort
Travels to
patients house
daunting
visiting a home
20

atient gets
sit/contact
the doctor
Patients tries
to process the
information
Patient makes
the decision
what treatment
option they want
Patient receives
first cycle of
treatment to
their doorstep
tor arrived
hospital on
ls and does
on patients
Diagnoses
patients and
informs them of
treatments and
side effects
Doctor also
contacts fellow
healthcare staff
to advise too
Doctor talks
through the
process of the
patients chosen
treatment
Doctor syncs
patients home
devices to their
treatment, fit bit,
alarm etc.
Machines
produce the
first cycle of
personalised
medicine
Anxious, scared,
upset, angry?
Assisted by
technology to treat
Feels a sense
of control and
involvement
an contact =
comfort
Anxious, scared,
upset, angry?
Modern and
independent
ravels to
tients house
daunting
ting a home
Sympathetic
role has to
comfort patients
emotionally
and
professionally
Is patient and
supportive whilst
explaining
Less control
and pressure
to make
decision for
patient
Joint
responsibility
and variety of
advice: less
bias
21

SCENARIO
Presenting all the props posed tricky as they covered various aspects of care and treatment.
We settled on explaining the chipped medication, tracking live patient data and remote
monitoring by a staff member as a patient takes control of their treatment at home.
Leaving out medication on wheels and putting it separate on the scenario board.
https://www.youtube.com/watch?v=ZHv8wLkgIMA&feature=emb_title
Our video for the andthen workshop integrated our
props. Working in four different houses with four
different styles really showed itself; we weren’t too happy
with the video due to this but it portrayed our future
vision enough to progress from the workshop.
22

OUR STEP
BACKWARD
Care & treatMent
Upon reflection from our expert
input day we decided to change
course slightly, having gone down
a more patient focussed route rather than
staff. We revisited various aspects of our
project responding to the double diamond
process and applying it to a future working
perspective
staFF
Future Working
Patient
Design Opportunities
01 02
Giving patients empathy whilst
remaining professional in the work
place in a world where there are
less human interactions and more
technology in care and treatment
The communication channel to
strengthen between staff but also to
expand to patients to include them
in decision making.
23

PATIENT NETWORK
“At the moment we rely on the patient being the
communicator” - Expert
A zoom call group discussing the network
When looking over the project
as a whole, the project launch
resurfaced itself. We were
able to reapply its importance presenting
the stakeholders as a network. With the
patient being in the centre and showing the
stakeholders responsibilities that overlapped.
For example the patient is given a diagnosis
from the GP, who prescribes a medication and
the pharmacist distributes the prescription to
the patient therefore the GP and Pharmacist
are connected by “Prescription” duties.
This network was a key turning point in our
project, it made us look differently towards
staff communication and their individual
roles.
We found interesting insights in the places
where the connections were vital (Pharmacist
and GP for prescription) likewise found
the connections that were missing just as
intriguing (Admin and therapist etc.).
We spent a lot of time throughout our project
referring back to this diagram and which
places of interest on the network would fuel
our own individual projects as we progressed
into part 2
24

PATIENT
NETWORK
The numbers reflect where our design
opportunities manifest within the patient
network
Fundraising
Genetic Data
01
Home Carer
Give Treatment
Give Treatment
Family
Blood/organ
donation
Forming
Relationships
Family Support
Hope
Provisions
Forming
Relationships
Family Support
Hope
Therapist
Resources
Resources
Charities
Funding
Funding
Community
Re-educating
Re-educating
Survivors
Advice
Empathy
Support
Identity
Learning
Opportunity
Awareness
Check-ups
Advice
Empathy
Awareness
Learning
Opportunity
Check-ups
Phone Calls
Lab staff
Results
Results
GP
Diagnosis
Patient
Network
Primary Contact
Nurse
Paperwork
Paperwork
Receptionist
Digital
Verify diet plan
Health
Prescription
Communication
Channel
Medication
Verify diet plan
Health
Prescription
Medication
Surgery
Communication
Channel
Appointment
Live Data
Medication
Appointment
Live Data
Dietician
Diet plan
Diet plan
Pharmacist
Shared Knowledge
Shared Knowledge
Surgeon
Shared Knowledge
Shared Knowledge
Consultant
Absences/Holidays
Absences/Holidays
Admin
Advise
Drugs Supply
New Drugs
Experimental
Decision maker
Drugs Supply
Experimental
Medical
Companies
Advise
Advertisement
Advertisement
Medical
Researchers
New Drugs
02
New Technology
Statistics
New Technology
Statistics
Maintenance
Computer
Science
Live Data

FUTURE VISION
-REVISITED
“ You used to know your patients, you knew they have a dog, that
it was their daughter that brought them to the hospital etc. Now
its just a phone call and you don’t get to know them” - Expert
Humanising
Technology
Shared Responsibility
Empathy
Communication
We wanted to emphasise shared responsibility and the more holistic aspects to medicine in 2030
as we believed it to be a priority in the future. We adjusted our vision accordingly looking closer
at ‘future working’, staff communication and well-being.
26

Manifestations
Revisited
With more time to reflect on our unintended
consequences results we formed new
manifestation cards that we felt were more
refined to future working
27

MOOD BOARD
REVISITED
New Sensory focussed Mood Board
Our mood board also needed altered from the harsh contrasting utopia
and dystopia images. We explored the senses in this new mood board,
highlighting comforting feelings and relaxing visuals whilst portraying a
technology driven world underneath.
28

Metaphor Sketches
Our future of Care and Treatment would be
built upon the foundations of communication
between the stakeholders involved. But we
needed a way to represent this complex
situation into a clear visual metaphor.
29

STORY BOARDING
Initial Future Vision Video: https://vimeo.com/504547169
Showing that only when every member of
the Patient’s care and treatment network
communicate will the system work; we
chose the bike and cogs metaphor for our video.
The story board is shown above and represents
the following.
Each stakeholder involved in the cancer patient’s
process e.g. dietician, charity worker and
surgeon; are all represented by a cog. These cogs
when working and communicating collectively
allow the bike to turn and therefore the patient
to continue to peddle through life. When a cog
is removed the rest struggle having to work
harder and the patient has to push to keep
cycling.
When too many cogs stop working or are under
stress, the bike falls apart. The patient is no
longer supported and the care and treatment
fails.
30

Video
“A series of little changes can have
a big effect” - Nicol Keith
We were able to meet in
the studio for a day
with our props to film
and edit. It’s ending was a bit
grim (the bike crashed with the
patient on it) but it did bring the
powerful message across effectively.
Our tutors and Nicol felt it was
a strong metaphor that portrayed
the importance of communication
well. However in developing it, they
asked for us to show specifically
these interdisciplinary interactions
rather than simply suggest them. We
took this on board improving these
local and global interactions in our
revisited video.
https://vimeo.com/504537084

COMMUNICATION
“Communication underlines care and treatment I think its the
corner stone of giving good care and treatment. Communication,
I think, is something we don’t do well.” - Expert
Our experts confirmed our predictions about the importance of communication
and the lack of it in our current system. In order to produce better care
and treatment the level of communication and quality of data refined to the
specific stakeholders who needed it would have to be improved. There is either
too much information broadcast everywhere; information being passed to the
wrong people or not enough information communicated to any channel at all.
We created a short video of an interview with a 2030 Oncologist to show what
we had changed for the future working care and treatment staff:
https://vimeo.com/504534222
32

POSTER PROPOSALS
01
We needed
a poster
that
summarised our
research and
conclusions from
part 1 of the
project. Continuing
with our cogs and
bike metaphor we
began sketching.
The ‘Blueprints’ to future cancer care
02
Our first
proposals
stated
our values and an
info-graphic of the
network: a patient
cycling and the
staff represented
as cogs working
below to power
the bike similar to
the video.
The core values of care and treatment
33

Chosen Infographic displaying Care and Treatment Network
03
34

04
FINAL
POSTER
Our final poster (displayed above)
presented our complex patient
network in a more simplified
manner. Having images of the stakeholders
involved helped show that it was about
human interactions and working together that
would all in all change the service of care and
treatment.
35

Product design Work About
Future Experience
Sian, Arwen, Ibrahim, James
The future of Cancer care and treatment is one of transparency and empathy,
technology will become more humanised and will be welcomed for its
collected knowledge and precision in many situations including surgery and
prescription advice. Communication will be at the heart of future working and
there will be a strong focus for staff members health and wellbeing with
sopport for those who need it.
Hospitals and individuals working within departments will be connected both
locally and globally sharing knowledge and responsibility of patients. Post
coronavirus, safety and hygiene will remain a top priority with those who do
not need to be treated at hospital getting the care they require provided to
them at home. The future of care and treatment is built open the foundations of
a patient network, all stakeholders involved with the patient from diagnosis to
beyond cancer will share responsibility for them with a recognition that no
matter how small of role, we must all take part otherwise the eco-system fails.
As represented below our metaphor for the patient network is demonstrated by
a patient riding the bike of care and treatment, each staff member involved is
symbolised as a cog, when all working, the patient can cycle through life
smoothly as one or several fail it puts a strain on the rest of the cogs/staff,
causing the patient to struggle.
Web-page
“The future exhibit with the staff
network was really interesting with all
the connections” - Expert
Our web-page laid out all our work in
an organised form that was easy to
follow. It was something fairly new
to me but as a team it was easy to compile it
all together.
Having experienced the previous issue of
different styles in four different locations we
decided to delegate tasks amongst the group
so as to have a coherent style throughout
various aspects of our project presentations.
We continued to communicate through
zoom calls reporting our progress and
advising each other in order to meet our
deadline.
https://ibrahim2964.wixsite.com/careandtreatment?fbclid=IwAR3Kt1PKKStbh6iqyeD__AnSxFL6iGslHq508L4x8hSN-
9mQliSDYGgYIh_g
Key Research
Preventing Burnouts
"44% of doctors are currently suffering from depression, anxiety,
stress or other mental health issues, related to or caused by work"
Ethics of data sharing
"With social media playing a bigger role in cancer charities,
patients and survivors, there will be issues with research and
development"
Puppy therapy
"More than 5000 therapy dogs exist in the us"
Personalised Medicine
"Precision medicine and personalised medicine are highly related
and genomics play a big role in both"
A taste of home
"While 94% said they felt more relaxed using virtual realities in
hospital treatment, 80% said they felt less pain when wearing
headset"

REFLECTION
“It’s hard to tell patients they have cancer when you can't
hold their hand, pass them a tissue or even hug them whilst
being head to toe in PPE” - Expert
So far, I had really enjoyed the
project, I felt it was such an
important topic to work on
that the whole class appeared fully
invested and gave it 100%.
Despite feeling a little unprepared
having little to no knowledge on
the workings of a cancer ward I
felt respected by our experts and
discovered just how effective and
adaptable our design skills were.
We were very rapidly understanding
issues that our experts faced, they
opened up to us as we questioned
them sharing thoughts and
opinions to current and potential
problems that would arise in the
future. Using the "Yes, and...." and
"What if brainstorming" ideation
techniques whilst in conversation
with them allowed us to explore
multiple avenues for the future with
them whilst they were able to make
us aware of the rational medical
boundaries and issues we would
face; this in turn directed our desk
research throughout the project
Although often struggling to be
happy with the quality of our work
produced in the early weeks of this
project due to very tight schedules; it
did force us to come to conclusions
becoming less rational, allowing
our creative work to be more
speculative suiting the 2030 theme.
As we returned to our previous
work we redone various aspects:
tidying up loose sketches; adding
more focus and specific imagery
into our mood boards. Having done
the groundwork on short deadlines
allowed us to produce the framework
for our projects without wasting
time.
Through part 1 our direction
changed quite dramatically; perhaps
fuelled by the experts always
discussing and wanting the best for
their patients we had realised around
halfway through that our projects
still had a strong patient focus.
Our understanding had been that
the future of care and treatment
would be a shared responsibility
between both staff and patient. But
we were a future working group
so remaining with our ‘shared
responsibility’ logic we turned
to look towards this within the
relationship between staff. Had it
not been for this reflection I think
our outcome would have lost it's
value for our intended user.
37

F U T U R E
E X P E R I E N C E S
P ART T WO

Table of Contents
Continued Research
Unintended Consequences
Concepts
Detailed Patient Journey
Stakeholders Research
Chosen Persona
The Eco-System
Current User Journey
Video Planning
Future 2030 User Journey
2030 Mood Board
Speculative Making
Artefacts
Anna’s Empathy Map
Further Development
Colour Psychology
Further Development
Micro Expressions
Poster
Video
Reflection Part 2
39

CONTINUED RESEARCH
STEEEPLE CARDS
Dedicating research time to develop
my knowledge on the current
field of Care and Treatment,
allowed me to explore in more detail the
roles of various stakeholders and the process
patients go through from diagnosis to
beyond cancer.
In my desk research I also brought some
more creative inspiration to my project
in the form of more steeeple cards.
Taking an interest into the humanitarian,
holistic and care aspect of future working,
many of these were social themed.
40

“I think the Staff Burnout is a really good topic.
There are huge challenges around burnout. We’ve
got hundreds of nurses off due to a combination of
stress and illness and a lot of that is tied to burnout”
- Expert
41

UNINTENDED
CONSEQUENCES
The Healthcare
system becomes
more emotionally
understanding
Lack of
medical staff
Hygiene and
safety will remain
a top priority in
hospitals postcovid
19
Rise of brand
transparency
New
roles in
healthcare
Sympathetic
qualities are
desired in medical
staff for patients
emotional support
Focus on
staff’s mental
health
Emotional and
physical strain
on healthcare
staff as there is
an increase in
cancer patients
Smart
homes and
workplaces
Rise in staff
burnout
Carefully selected as the ones I found most interesting,
I returned to our unintended consequences and
expanded slightly upon them
42

In preparation for the next Studio Andthen workshop I
generated 5 concepts each questioning the 5 W's. I felt
rushed and didn’t think I developed enough, finding
that I was repeating things I had discussed before.
Concepts
WHO IS INVOLVED? - A new communicator job role
WHAT ARE THEY DOING? - Taking responsibility to pass information between
relevant stakeholders
WHY ARE THEY DOING IT? - To be the link in the chain for interdisciplinary working
WHEN WHEN WILL IT OCCUR? - An opportunity for this role will be recognised and
developed with technology assistance
WHERE WILL IT BE LOCATED? - Assigned to only a few patients each there will be an
office for each department
WHO IS INVOLVED? - All stakeholders in care and treatment.
WHAT ARE THEY DOING? - Joining a retreat that has cancer specialities in one place
WHY ARE THEY DOING IT? - To learn and join in “cancer camp” with fun carefully
selected activities
WHEN WILL IT OCCUR? - 2030 for month long periods at a time - perhaps longer
for patients
WHERE WILL IT BE LOCATED? - In the countryside separate from public hospitals
WHO IS INVOLVED? - New medically qualified supervising job and Patients
WHAT ARE THEY DOING? - Monitoring patients health remotely through wearable’s
WHY ARE THEY DOING IT? - allows the patient more freedom, not bound to the
hospital
WHEN WILL IT OCCUR? - Everyday 24/7 monitoring
WHERE WILL IT BE LOCATED? - Within the patient home and office for this job role
WHO IS INVOLVED? - Nurses
WHAT ARE THEY DOING? - Taking a VR break after a distressing moment
WHY ARE THEY DOING IT? - To improve health and well-being in turn producing
better work
WHEN WILL IT OCCUR? - On staff ’s shift when they are noticeably stressed WHERE
WILL IT BE LOCATED? - A small room within the department
WHO IS INVOLVED? - Doctors, Nurses and Patients
WHAT ARE THEY DOING? - Working in smaller hospitals
WHY ARE THEY DOING IT? - To improve accessibility for patients
WHEN WILL IT OCCUR? - Gradually over several years leading up to mid 2030
WHERE WILL IT BE LOCATED? - Evenly spaced amongst cities
43

DETAILED PATIENT
JOURNEY
Lucy makes an
appointment
with her GP
The GP
contacts a
specialist
Receptionist
Lucy has
concerns a lump
has developed in
her breast
She is
seen by
the GP
Lucy is
seen by an
oncologist in
a clinic
The tests are
analysed in
the labs by the
haematologists and
others
They take her
blood and
conduct other
tests
She gets sent home
as an outpatient
and gets told she’ll
be informed
The
Radiographer takes
the scans
She goes to
the radiology
department and
gets scans
The radiologist
and oncologist
reads the scans
The oncologist
does a physical
exam and takes
tests
The
Receptionist
arranges an
appointment
She gets called
back in and is
diagnosed with
cancer
The room has a
nurse specialist,
oncologist,
consultant and
trainee oncologist
students
After a lot of researching and discussion
with experts I put myself in the shoes
of a patient (Lucy), role-playing her
experience to form a patient’s journey through
breast cancer (light blue storyboard) plotting on
the journey where I predicted the specific stakeholders
interacted with the patient (shown in
dark blue). This, although not entirely accurate
gave me a far better understanding into the care
and treatment process.
44

The radiologist
and oncologist
reads the scans
She gets called
back in and is
diagnosed with
cancer
The room has a
nurse specialist,
oncologist,
consultant and
trainee oncologist
students
As it is breast
cancer, a
gynaecologist is
involved
She is
comforted by the
staff in the room
and her family
member
She gets advice
on treatment
plans and
options
The doctors
excuse themselves
but the specialist
nurse stays with
them
The specialist nurse
comforts them
leaving later than
the rest
Lucy gets sent
home with
leaflets and
people to contact
for help
Charity
organises
meetings with
survivors and
patients
She meets with
survivors and
fellow patients
in charity
meetings
A charity worker
is contacted and
is added to the
case they visit the
patient
She meets with a
charity worker.
They suggest
meetings she can
join for support
A plastic
surgeon is
consulted for
surgery scars
A plastic surgeon
also talks to her
about a remodel
option
A dietician
reviews her
medical history
and treatment
plan
She meets with
her dietician to
create a diet
plan suited to
her treatment
She goes back
to the hospital to
discuss surgery and
its risks
A consultant
and surgeon
meet to talk
about surgery
options
The specialist
nurse knows
her case more
personally
talking to family
etc.
The oncologist
and specialist
nurse talk
through her
first dose
Lucy picks
up her
prescription
at her local
pharmacy
The pharmacist
checks her
prescription and
provides her
with the correct
medication
45

Stakeholders Research
“The places where things fall down is when we can’t communicate.” - Expert
46

Knowing I was future working I ‘went wide’ in my
research exploring further into the various stakeholders
‘Lucy’ would encounter trying to understand their responsibilities
and human behaviours in order to decide
which stakeholder I wanted my focus to be on.
Clinical Nurse Specialist
Dedicated to a particular area of nursing;
caring for patients suffering from
long-term conditions and diseases
such as cancer. CNS’s work with other
professionals to provide and improve
cancer care for patients.
Junior Doctor
Any medical graduate who is in
further training and not yet qualified
to practice independently without
supervision. You could see a ‘junior
doctor’ in A&E, have them diagnose
you or put you under anesthetic.
Nurse
A profession within the health care
sector focused on the care of individuals,
families and communities so
they may attain, maintain or recover
optimal health and quality of life.
Surgeon
In modern medicine a surgeon is
a physician who performs surgery.
There are also surgeons in podiatry,
dentistry, orthodontics and veterinary
medicine.
General Practitioner
Treat all common medical conditions
and refer patients to hospitals and
other medical services for urgent and
specialist treatment.
47

Chosen User
Research
“CNSs treat and manage the health concerns of patients and work
to promote health and well-being in the patients they care for. They
use their skills and expertise in cancer care to provide physical and
emotional support, coordinate care services and to inform and advise
patients on clinical as well as practical issues, leading to positive patient
outcomes.
CNSs also reduce treatment costs, increase efficiency, drive innovation
and provide valuable information for service redesign as well as enable
multidisciplinary care and communication between different teams.
The number of people living with cancer is expected to increase from 2
million to 4 million by 2030. Therefore, the number of people requiring
specialist care and support will increase throughout the cancer pathway.
Cancer CNSs possess a wide variety of skills and expertise and use this
knowledge to ensure that cancer patients experience the best possible
care and support.
Cancer CNSs can help to improve quality of life for people with cancer
through assisting with decision making, symptom management and
emotional support. Cancer CNSs also help empower patients to selfmanage
their conditions leading to reduced costs for healthcare providers
through hospital appointments, emergency admissions and consultant
time. They take a holistic approach to treatment and they can also link up
different health and social care services together.”
https://www.macmillan.org.uk/documents/aboutus/commissioners/clinicalnursespecialistsanevidencereview2012.pdf
Oncology Clinical Nurse Specialist
Anna - Specialist Nurse
48

P ERS ONA
“The clinical nurse specialist is the
glue that holds everything together. I
think they are the right person to pick
when talking about networks and
connections.” - Expert

The Eco-System
A
simple diagram showing the impact
across the whole network when a
single role is affected: spreading like
a cancer itself and ultimately impacting the
patients care and treatment.
Lab staff
Therapist
Dietician
GP
Medical
Companies
Charities
Pharmacist
Computer
Science
Home Carer
Patient
Network
Medical
Researchers
Family
Community
Survivors
Anna
CNS
Surgeon
Consultant
Receptionist
Lab staff
Therapist
Dietician
Admin
GP
Medical
Companies
Charities
Pharmacist
Computer
Science
Patient
Network
Medical
Researchers
Community
Anna
CNS
Surgeon
Survivors
Consultant
Lab staff
Receptionist
Therapist
Dietician
Admin
GP
Medical
Companies
Charities
Pharmacist
Computer
Science
Home Carer
Patient
Network
Medical
Researchers
Patient
Family
Community
Survivors
Anna
CNS
Surgeon
Consultant
Receptionist
Admin
50

Current User Journey
Stress Level represented by the size of hexagon: the
largest the most stressful
Anna gets
handover
from nurses on
previous shift
Anna starts
her shift on the
ward
She meets in the
room with the
oncologist and
students
The patient comes in
and the oncologist
diagnoses them
with breast cancer
A family
member is with
them to comfort
them but they are
upset too
All the staff
try to comfort
them and
answer their
questions
Every staff
member but
Anna leaves
to go to other
patients
From my patient journey storyboard I
selected the areas that involved Anna (A
specialist-nurse) and tried to predict Anna’s
daily work routine from there. I assumed
Anna would have a similar cycle in work:
meeting a patient as they are diagnosed
answering questions, comforting them and
then moving onto another patient
She also has more
patients to go see
so has to decide
when its right to
leave
She stays with
them another
while longer as
they raise more
questions they
forgot
She then moves
onto her next room
with the oncologist
and student
She gives them
leaflets and
contacts other
people they will
need to see
The patient
comes in and
the oncologist
diagnoses then
with breast cancer
I did not have experience
in this career but I
assumed it would take
a lot of empathy and
emotion for this role.
I decided there was an
opportunity to help this
particular stakeholder in
this area.
51

VIDEO
Inspired by the works of Eleonora Stella Hariyono Oei in Side effects, I wanted to visually
represent my character being drained from her working day
For the next Andthen workshop we were to create a short video using household items
available to us to communicate the moment we wanted to enhance/alter in some way for
our chosen stakeholder.
I thought about Anna going into work everyday, having to put her feelings aside and
treat her patients supplying them not only with information and advice but emotional
support too. I thought this continuous requirement to sympathise for every patient seen
that day and struggle with the pressures of work may very easily put strain on Anna.
Through the use of colour and liquid I demonstrated the CNS being literally drained
gradually over her shift.
https://vimeo.com/501788794
52

Anna Drained
Returning to the video with more
time, I added extra scenes. It showed
that if the staff members work
collectively and share their emotions
(coloured liquid) they can rely on each
other openly. In doing so will prevent
staff burnout and produce better care
and treatment.
Sharing The Load
In sharing the workload fairly with
open communication welcomed, none
would get drained having had the
others ‘top them up.’
Staff Workforce
This new workforce system powered by
communication and empathy needed
to physically function. With my
interest returning to my ‘smart clothes’
steeple card my creative exploration
had it’s starting point.
53

Anna arrives at
work and puts all
her belongings
(keys and purse)
A machine
in her locker
uses the live
data it has to do
the handover
to her from the
last shift
She puts on her
PPE and gets
scanned for
bacteria upon
entering the
ward
She meets in
the room with
the oncologist
and students.
Having had the experts confirm the accuracy of the
CNS current user journey, I felt comfortable to use it as
a basis to adapt for my 2030 user journey.
The patient
comes in and
the oncologist
diagnoses them
with breast cancer
All the staff try
to comfort them
and answer their
questions
Every staff
member but Anna
leaves to go to
other patients
She stays with them
another while longer
as they raise more
questions they forgot
Every staff
member but
Anna leaves
to go to other
patients
All the staff try
to comfort them
and answer their
questions, they’re alone
which makes
it harder
The patient comes in
and the oncologist
diagnoses then with
breast cancer
She then moves onto
her next room with
the oncologist and
student
She gives them
leaflets and
contacts other
people they will
need to see
She also has more
patients to go see so
has to decide when its
right to leave
She stays with them
another while longer
as they raise more
questions they forgot
She has another patient
to see before her break
so has to choose when
the right time is to leave.
The patient is distressed so
she stays longer but now
worries she will not have
time for her next patient
and her break
She eventually manages
to leave the room, it was
quite an upsetting situation
to be in. Anna feels a bit
down. She passes her
colleague Martin in the
hallway but he just smiles
as he cannot see behind
her PPE that she is upset
She then joins the
room a little later where
the next patient is being
diagnosed. This patient takes
the news a little better but
Anna’s mental health has
now affected her work and
is close to tears as they ask
how they might tell their son
and daughter
She is so upset that
she’s forgotten to call the
haematologist about the
blood results she was
meant to pass on to the
consultant for a patient in
the afternoon
Future 2030 User Journey
Stress level represented by size of hexagon: the
largest the most stressful
“The Journey you described of the CNS is very very
realistic and this idea of burnout and how we can
make it worse the more technology we have, I think
it often just gives doctors more work” -Expert
She sits at her break in
silence, although this may
have worked for some,
Anna felt she needed to
talk to someone about her
morning. But no one asked
as no one noticed. So she
moves onto her afternoon
shift not feeling any better.
54

“The CNS journey was very accurate
and the stress points and the triggers I
was very impressed with” - Expert
In 2030, Anna’s Oncology Specialist Nurse
role is more stressful than ever, she has
even more patients which makes it hard
to juggle her time between them.
She is the main communicator between
staff and has a more empathetic and holistic
approach to patient care. She works in a
very clean minimal and paperless hospital
with technology all around her doing all
the technical and surgical side to care and
treatment.
Due to PPE her fellow staff members are
unable to identify how stressed she is and
therefore don’t step in and support her when
the job gets too much.
On her user journey I have pin pointed the
two moments in her job where I feel there
are opportunities to improve her day to day
life and by extension her role in Care and
Treatment.
55

2030 MOOD BOARD
Using found objects available to me I
translated my sketches into a physical mood
board of the medical services in the future.
Neutral colours, new high-tech devices that
just blend into the background but complete a
lot of the groundwork. Comfort and empathy
at the forefront and a transparency in
healthcare to appear trustworthy to the public.
56

Speculative
Making
“An inspiring new experience design
practice” - Kaitlin Debiasse
Having watched Kaitlin Debiasse’s
speculative making videos I decided to
attempt my own Vignette and Future
Artefact’s. For my vignette, I created a layout
of Anna’s bag contents over a period of time
showing it messy and excessive in 2020 to
paperless and only essentials by 2030. This
showed more of Anna’s character but did not
help me in my development.
My artefact’s were more insightful, in
retrospect I should have explored more
channels rather than remaining with the
smart uniform. But my research had lead me
into a very minimal hospital environment
and for the sake of accessibility and
efficiency I wanted to design something on
Anna’s person.

Digital Self-Care Gloves
Artefact’s
After exploring the PPE and being
in the middle of my dissertation on
single use plastics I decided to try and
eradicate the disposable aspects of medical PPE
equipment. With my research into self cleaning
smart clothes and biodegradable materials I
couldn’t see it being an unreasonable leap that
there are no longer single use PPE in 2030.
Personal Discreet Recorder
58

ANNA’S EMPATHY MAP
Says?
• “I’m fine”
• “I understand how you feel”
• “If there’s anything I can do to help
don’t hesitate”
• “We’ll get this sorted for you”
• “How are you feeling today?”
Thinks?
• People don’t listen to her
• She doesn’t communicate feelings
well
• She is trying to juggle too many
patients to give her 100% care to
each of them
Does?
• Checks up on patients at home
• Empathises for others
• Understands others
• Gets to know patients well
• Communicates across disciplines
• Follows a patient through their full
cancer journey
• Contacts charities/ support groups
for individual patients
Feels?
• Tired
• Stressed
• Over worked
• Stretched
• Misunderstood
• Alone
• Loves her job
• Proud to help others
• Drained
• Close to her patients
Goals
• Prevent Anna from feeling burnout
• Help Anna communicate and connect better with her colleagues and potentially
patients
• Protect Anna’s mental health
• Ensure Anna is producing the best care and treatment she can
59

Digital Glasses that inform you of staff stress levels
Digital Mask insert that determines your emotions
Development
Micro expression tracking had been
an important STEEEPLE card in
my research.
Lasting between 0.5-4.0 seconds on the
face micro expressions cannot be faked. I
thought about what this would mean for the
medical world if these were put in place. It
would be a very honest transparent workplace
that arguably breached private thoughts
too much. How might patients react if they
could physically see their doctor was nervous
about surgery? However putting this aside,
it removed a communication barrier that
PPE had inflicted. Visual cues once lost
by PPE and lack of social skills would be
eradicated. An opportunity for staff members
to help each other having seen stress in their
colleague. Less human errors on the ward may
also result from this, having predicted when
someone’s mind state was not prepared for
their job at a specific time.
I had drawn this as a component that would
sit inside a mask. Having used one of these
face brackets myself during the pandemic I
knew they weren’t comfortable so I decided to
try integrating this design into the mask itself.
60

Unsure how to display these emotions I
researched various options but turned
back to my own project, reflecting
back to the start of my part 2 with my staff
burn out metaphor video I recalled the impact
of colours and how effective they had been to
demonstrate emotions. Using this I drew up
various staff members in different colours seen
through the glasses.
The demand for company transparency has
reached the medical services. In light of
this and to help identify and prevent staff
burnout, the NHS have integrated a smart
clothes uniform into their workplace.
These clothes monitor health and read
micro-expressions of their staff to visually
produce their emotions as a universal medical
colour language on their uniform. Staff with
AI glasses can then visually see staff that are
under stress and in need of assistance without
alerting patients.
61

Colour Psychology
Some emotions I felt could be left
unspoken for the sake of privacy and
were not necessary to prevent staff
burnout for example: love, envy, anger etc.
Colour association varied not only dependant
on profession: advertising, psychology,
philosophy but culturally too.
http://atlasofemotions.org/?fbclid=IwAR2-
mWMrLJx8knO130TtdD6MRxVQVfexqnRJ_
NkKKMfbXEcVy4-Wmx1h2po#triggers/
Stressed
Sad
Admiration
Happy
Confident
Tired
As I was designing in collaboration with
the Digital Health and Care Institute
(DHI) NHS Greater Glasgow and
Clyde and NHS education for Scotland and
Edinburgh; I decided to design my colour
association based on the western world’s culture.
The new universal colour language would be part
of staff training so even if some did not relate an
emotion to a specific colour they still understood
what it meant. My chosen colours to emotions
are shown above.
62

FURTHER DEVELOPMENT
2D sketching various forms, I
looked for something that was
going to be comfortable for
its user with a very clean/slick and
minimal appearance. The organic
shape would be easy to wipe for
hygienic purposes. It would not
obstruct vision with its curved screen
and would look less intimidating,
coinciding with my mood board.
63

FURTHER
DEVELOPMENT
An adjustable sliding visor. The visor is
a digital screen that enables its user to
see other staff members in the specific
colours that represent the emotion their mask
is transmitting.
I researched the technical aspects of how it
could work. A double sided camera is situated
in the centre of the mask extruded from
the face, one side analyses the users facial
expressions whilst the other searches for other
visors. At either side of the mask are skin
worn flexible patches that monitor your blood
pressure, heart rate, and cortisol levels to get a
more accurate conclusion to your emotions.
64

Micro Expressions
Wide Lens Camera
I wanted to show how the
camera tracked the users facial
expressions. Viewing the full
face it projected an invisible
digital grid and analysed the
movements made by the user in
relation to the grid transmitting
the Universal Micro
Expressions they had made.
Live data Camera
As the camera would be
embedded into the mask it would
be close to the face but have a
wide enough lens to take in the
full features
65

66

2030’s mask is worn by all medical care and
treatment staff. In the centre of the mask is
a camera extruded from the face, it captures
the users micro expressions as they work, the
sides of the mask monitor health through skin
patches.
The mask transmits this collected data to a
database that translates these emotions and feeds
it back to the mask network. Staff on the ward
view this users emotion through a universal
colour language as they see them through their
visor. They can then react accordingly around
them with this higher form of communication in
the workforce.
Eyelids Heavy = Tired
Lip Corner
lowered = Tired
Lip Parted = Tired
2030 Standard Personal
Protective Equipment
ta’s dentes the eotons o ther ser trang
roessng and translatng ther roeressons oten
ssed the han ee and nseen nder ther nor
t then onates the eotons to ther olleages
allong the a ne leel o onaton here the
an sort eah other to reent sta rnot and
rode the est are and treatent as a tea
Final Poster for Mask Outcome
67

EYEBROW CREASE - STRESS
CROWS FEET - HAPPY
LOW CORTISOL - HAPPY
LIP STRETCHED - STRESS
LIPS PARTED - HAPPY
68

POSTER AND VIDEO
https://vimeo.com/501788865
I was proud of my user journey shown above I felt the drawings
were clean and the text was precise and easy to follow.
Working at home with no model, nor scene that could resemble
a hospitals cancer ward in 2030, I decided to make a series of
sketches to show how the product would prevent staff burnout.
I added an audio explanation which made it much clearer
although I did feel it lacked a human aspect to it and therefore
didn’t emphasise the value of my design.
69

REFLECTION
PART 2
“Communication underlines care and treatment I think its the corner
stone of giving good care and treatment, communication I think is
something we don’t do well.” - Expert
The coronavirus pandemic
challenged me to improve
my digital drawing,
communicating and presenting skills.
I didn’t use my physical sketchbook
as much as I felt I should have but
these were replaced with digital
drawings as they were far easier to
send and communicate with at a
click of a button which I felt was
essential for this fast paced project.
I also felt my project lacked a
human aspect to it. Having worked
predominantly at home this year
I was unable to access a model to
wear my mask and felt for such
a humanitarian, emotions -based
project it lacked the presence of
physical human interaction.
I was proud of my research for this
project and ability to understand
and communicate well with my
client. I spent a great deal of time
trying to research the various roles
of stakeholders involved in care
and treatment and took the time
to carefully decide which one was
best suited to design for in my
project. In response to this I was
complimented for my contribution
to the part 1 patient network and
the user journeys produced around
my specialist nurse persona. I had
understood her daily life enough
that my insights were relateable
and agreed upon by the experts. It
allowed me to build my folio up
based on a strong understanding
of what went on within Care
and Treatment physically and
emotionally.
I found modelling a bit of a
challenge, anything I created was
made of either household objects or
cardboard. The most difficult part
of this semester was the loss of the
studio. With all students remaining
at home I felt it difficult to bounce
ideas off each other; creative
influences and opinions had been
something I always found useful
when working on projects. Despite
making time for individual or small
group zoom calls to attempt this I
felt it wasn’t as beneficial.
70

F U T U R E
E X P E R I E N C E S
P ART T WO : P O S T MID Y EAR

Table of Contents
Post Mid Year
What If ’s
Desk Research
GPS Vests
New Role in Care and Treatment
Substitutions
Traffic Light Analysis Workshop
User Journey Map
Substitutions Coordinator
Interface Thumbnails
George’s Interface
Video Planning
Video
Poster
Reflection
72

Post Mid Year
“Whilst the sharing of data can help
promote and sustain healthy behaviors
and interactions and give greater
access to health information for the
self- management of symptoms, our
participation, public or private raises
issues around data ethics, personal
privacy, surveillance and security.” -
Kirsty Ross
WIP Show and World Cancer Day Event
Having examined my
design proposal for part
two in retrospect, I felt
my outcome had been rushed
and unresolved. It didn't answer
sufficiently to my insights and strong
design opportunity. I decided to strip
away part two's outcome back to its
foundations; designing a product/
service for Anna to communicate her
emotions to staff and/or patients in a
paperless, digital era with less social
skills in order to prevent burnout.
73

Wifi/Power down is a
frequent occurrence
Brainstorming and drawing ‘What If ’
scenarios allowed me to expand my
thinking again and branch out from my
direction that I had previously landed on
too fast.
We preserve energy in
a much stricter fashion
We can connect to
each other instantly
across the globe
Mental Health is
carefully monitored
and prioritised
What if?
We could see each
others emotions
Every medical
decision is
democratic
Your wealth is
viewed as your
health status
We can visually
see each others
health status
74

Desk Research
With my distinct area of interest in smart
uniform, wearables and the ability of
communcating stress through these vessels; I
returned to my desk research for refining my
knowledge on such technologies.
Vision
Enhancement
Sun Exposure
Monitor
Sound Animated Clothing
Heated Clothing
Self cleaning
clothes
Light Reactive
Clothing
Gesture
Control
Band
Smart
Uniform
Activity
Tracker
Band
GPS Tracking
Virtual
Coaching
Sensor
Insoles
Lifestyle
Tracker Band
Mood
Responsive
Clothing
Micro
Expression
Tracking
(Previous
Direction)
From collating all these technology advancements
in a mind-map I realised many were ‘owned’ in
predominantly one sector, I felt for example that “Mood
and Light responsive clothing” had remained within
Glamour with unexplored potential elsewhere; whilst
Live Data was dominant in Security and Business and
considered less in communication. I was most intrigued
in integrating Sport and Fitness industries technologies
into the Medical Services.
75

GPS Vest
Found previously in my sketchbook but
overlooked was my discovery of the GPS vest:
"These black 'half-vests' or sports bras are made
of neoprene and are fitted with a small GPS
tracking device in a pouch in the back. This can
then gather crucial performance data such as the
player's heart rate, distance covered and speed."
https://sqaf.club/why-do-footballers-wear-bras/
StatSports
Recording retrospectively, these small
vests are able to report on many
aspects of their user including heart
rate, body temperature, energy expenditure
and location on the pitch (in other words data
that could be used to produce a reading on
stress level).
This data once collected, is summarised
and used by players themselves for self
improvement as well as performance analysts
and team managers.
From this knowledge I hypothesised that
by 2030 this technology wouldnt have to
record retrospectively but report live and
would become far more affordable due to
technological progress.
I therefore asked myself why these vests were
not in the medical industry monitoring staffs
wellbeing and performance.
76

NEW ROLE IN CARE
AND TREATMENT
This collectied data could be game-changing for the medical services but
useless if nothing came of it. An analytical role would be required to assess
this data. Despite them monitoring performance however, I didn't want
them to use this intelligence negatively but for the staff's benefit. I recalled
experts talking about various situations that caused them stress and
mindmapped how this new role might help.
Stressed in making
an important
decision alone?
Send someone to give a
second opinion
“The most stressful
thing for me is having
to make important
decisions on my own
without collective
responsibility” Expert
Have support
from another staff
member
What action would
they take in seeing Anna
Stressed?
Stressed by an
emotional patient?
Given time and
space to vent
“I’d just like a safe
space to talk and
reflect about my
day” Expert
“Educators are
spread so thin”
Expert
Stressed by lack
of training?
Organise training
experience
Stressed with too
many jobs to do?
Delegate some
work load
“Everyone’s roles
are just spread a bit
too thin sometimes”
Expert
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Substitutions
My considered actions of witnessing
stress seemed appropriate but would
require the input of more staff members.
I worried about the afford-ability
and credibility of this actually being
applied to the medical system
Illustration of Medical "subs"
I know this is a
lot to take in, just take
all the time you need
we’re hear for anything
you need
Stephen, It’s looking like
Anna’s gonna need a
break after this patient.
I’m scheduling you in now
to cover her next patient
instead at 10:15
Okay no
problem
Stephen can you
check in on Simon, it’s
looking like he’s a bit
stressed with something
in room 4.
I just can’t
believe it..
Hi Simon,
you doing okay?
George sent me
over to check on
you?
I can’t
remember how to
do this properly but
I need to go see
my next patient.
Hey George, can
you send someone to
cover Simon’s patient
while I train him on the
radiology equipment?
Yeah sure, Jess are
you free?.
Sure, on
my way
Yes, I’m on my way
to the patient now
George
I returned to my sports and fitness research and began considering the use of
substitutes in football. Purposely having a number of medical staff on “your
bench” and being able to have them switch with those feeling stressed, tired,
sick etc whilst on shift would not only prevent their burnout but improve the
standard of care and treatment in doing so too.
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TRAFFIC LIGHT
ANALYSIS WORKSHOP
Testing my new concept through my co-design workshop
Sticky notes captured from workshop in progress
Presenting vocally with minimal visual
sketches from my sketchbook as it was
still very open and in need of refinement
I set my workshop up with multiple participants.
Then I asked them to consider advantages
(noted in green), questions (noted in yellow) and
disadvantages (noted in pink) encouraging them
to discuss and vocalise their thoughts to spark
more considerations in each other.
The workshop took a little over an hour but
for the next week I still had my participants
contacting myself about new thoughts they
had about the idea. I was able to address these
positives and negatives in my development of
the role and was able to diverge and converge
my thinking in answers to questions I may not
have considered myself.
Glad to have done this workshop early in my
process of this concept I felt it began to piece
together and the value of this new role was
becoming very clear.
I needed to then illustrate this new role, their
communication with their substitues and how
this all effected Anna, my intended user.
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User Journey Map
USERS AND CONVERSATIONS
Anna
Specialist
Nurse
I want the best most
stress free day for our
care and treatment
team today
Hi there, I’m Anna, I’m going
to be with you though every
step of your cancer journey
George
Substitutions
Coordinator
George, If you don’t
need me right now
shall I go for my break
while it is quiet?
Stephen
Staff Substitute
ACTIONS
Anna -
George -
Stephen -
Handover
Logging on
Sits in on Handover
meeting
Meets patient
Checking live data and
overseeing team
Does training exercises
whilst on ‘stand by’
Giving patient
empathy
Checking live data
Has a break having
cleared it with George
Meetin
Oversee
checkin
Returns
training
hospital
80

Thank you so much that
was really distressing I’ll
go to the staff room now
Stephen I think I’m going to
need you to take Anna’s next
patient, she’s running late
and looking a bit stressed
That’s me back George
just give me a shout if
you need me
Meeting next patient
Overseeing team
checking live data
Returns to online
training in a paperless
hospital
Running late, very
stressed
Sees Anna’s distress,
analyses situation,
contacts Stephen
and asks him to take
Anna’s next patient
Contacted by George.
Silently notified of
change of plans
Notifies Anna change
of plans. Tells her to
take a break
Travels to patient
Goes on break instead
of going to next
patient
Overseeing team
Meets with Anna’s
next patient in her
stead.
81

SUBSTITUTIONS
COORDINATOR
My new role for care and treatment, someone who oversees the stress
levels of staff and acts accordingly substituting staff in where needed.
George McIntyre
Substitutions Coordinator
Daily Routine
Goals and Aspirations
Understands how difficult it is to work in the medical
services and wants to help alleviate some of that stressful
burden on staff.
Likes and Dislikes
“Let’s make the best most
stress free day for our care and
treatment team today”
Has a strong desire to help people
Does not like over-confidence
Admires honesty and loyalty
Likes to get to know people
My New Stakeholder Persona
82

Extracts of Sketchbook thumbnails
George’s Interface
The coordinator's interface
neeeded to display many things
whilst being clear and precise:
• Substitutions on shift
• Their competency in various training
• Ward related notifications
• Date and Time: Live Data
• Doctors and Nurses on Shift
• Daily Schedule
• Individuals heart rate
• Individuals energy levels
• Individuals temperature
• Individuals location
83

INTERFACE
My mock up of this interface was
then created on XD, a platform I
wasn’t as confident on but built my
skills up in doing this project. All
staff data collected from the vests to
produce the interface information
is protected by similar firewalls for
patient data to prevent data leakage.
84

85

VIDEO PLANNING
AND VIDEO
Video planned storyboard prior to filming George's role
https://vimeo.com/535006513
Originally I had planned to portray a
day in the life of George in its busy,
yet organised manner. I filmed him
making several cups of coffee and edited a
sequence of fast paced clips where he got
ready for work (similar to the work of Edgar
Wrights Hot Fuzz) before I realised that I
hadn't really shown his job and what that
entailed.
So I went back to the drawing board and
sketched out actual moments of him in his
workplace. His job involved: signing in for
the day; logging on to his software; taking
note of his substitute staff; communicating to
them via a headset; analysing the ward floor
and its staff on his interface; interpreting
when one of them feels stressed through
the data from their vests and taking actions
accordingly.
From this storyboard I then went straight to
filming. With a more refined plan I was able
to capture George's day opening a gateway
for the viewer to understand his role within
care and treatment.
86

POSTER
I wanted to capture a People, product, place scene where George was
analyzing his digital screen whilst being able to physically see his staff on
the floor as I had wanted his job to be predominantly at a desk but with
the ability and option to be mobile and walk around the ward floor should
he feel it necessary to communicate face to face or understand a situation
closer before making an important managerial decision.
Previously I had created some paper mock ups of the interface before designing it
on adobe XD. I was able to use my mock up in the poster to represent his digital
tablet in the foreground whilst showing a more simplistic model of a ward and
its staff in the background. I felt this perspective showed his power but also his
distinct separation from the medical ward; he isn’t there for the hospital in it’s
workings, he was there to look after the staff ’s health and well-being. My final
poster is on the next spread, I felt it set the scene in a more futuristic technology
surrounded world. George is in the moment, using his interface and problem
solving to help a stressed team member.
87

88

89

Desk Research
STEEEPLE Cards
Unintended Consequences
Emotional Journey Map
5 W’s Brainstorming
Selecting a Persona
Speculative Making
Paper Prototyping
Empathy Mapping
‘What if?’ Mind-mapping
Amongst my continuous
research, analysis and
development throughout
I have bullet pointed the
following gateways my
project passed through
to reach my final
delivered proposal
Traffic Light Analysis
User Journey

Reflection
Having taken the time to step backward to reflect my work
both in part one of the project and post mid-year really
deemed essential to my final design response. In both
situations I was able to review my existing work and compare it to
what was being asked of me. I was then able to return to it altering my
design path to ensure my project remained on task and would deliver
an appropriate resolution to my brief.
Marrying up the academic and healthcare experts feedback and advice
that I had recieved throughout the duration of 'Future Experiences'
allowed me to consider my project from various perspectives. Enabling
myself to see my design in a medical and designer lens in turn led to a
stronger, refined end submission.
From my work post mid year, I felt this was a much more appropriate
and resolved response to my design opportunities I had previously
identified. I had researched and understood the technology involved
as well as looked at my devlopment from a more human perspective
becoming more senstive to the human centred issues that my part two
had also faced. I was then able to address the personal privacy, hospital
security and data ethics issues that would have come from this design
raised in my traffic light analysis workshop and find solutions for
them.
I felt my new Substitutions Coordinator role was a credible solution
to the complex problem of preventing staff burnout set in the future
context of ten years time within cancer care and treatment.
Arwen Borris
2020-2021
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