Project Forethought

Designed a conversation starter kit aimed at assisting individuals in initiating discussions with their loved ones and promoting end-of-life pre-planning; encouraging honoring personal wishes and alleviating future burdens when the time comes.

Student Project: Master's in Human Computer Interaction and Design
Domain: Death Care
My role: UX Researcher  | Team: Kat Iberer, Mary Catherine Meno, Matthieu Reed, Matthew Fang
Skills: Generative research, experience prototyping, evaluative research
Timeline: 10 weeks

Project Forethought

Project Forethought is a service would focus on pre-death planning. Given the existing taboo around end-of-life conversations, our service supports individuals begin conversations around death and planning as well as help individuals make their actual plans.

I conducting generative research, which involved conducting user interviews and field studies. I carefully analyzed and synthesized the gathered information, extracting valuable insights that informed our ideation process.

When it was time to test the solution, I devised an evaluative research plan and ideated a Wizard of Oz plan to best represent the experience we were trying to convey with out participants. Through rapid iterative testing, I tested the solution and collected feedback. I then collaborated with the Design team, sharing the insights gained from the testing sessions to guide prototype iterations and improvements.

My contributions

The problem

To enhance our understanding of the factors influencing the healthcare experience of Latinos in the United States, our research commenced with a comprehensive literature review. We consulted academic research papers and news articles to understand what it’s like for Latinos to navigate healthcare services in the United States.

Family plays an important role in many Latinos’ healthcare decision-making

Familism is a cultural value in Latino communities that emphasizes the importance of family relationships and responsibilities. In healthcare, familism plays a crucial role by offering emotional and financial support to Latinos facing health challenges. This support is particularly valuable in reducing health risks and enhancing outcomes, especially for individuals experiencing disparities or obstacles in accessing healthcare.

Latino patients frequently depend on their families for help with transportation and managing medications, while emotional support aids in stress management and promotes mental health. Acknowledging and respecting these cultural values and the interconnected nature of family dynamics in healthcare delivery establishes trust, increases patient satisfaction, and ultimately leads to improved health outcomes.

Generative Research

Research questions

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Methods

Semi-structured interviews

We opted to conduct semi-structured interviews given their qualitative nature to learn more about the unique, subjective, experiences of participants. This research method provides reliable data and the flexibility to ask follow-up questions. The team conducted a total amount of thirteen interviews, all remotely through Zoom.

Goal: Understand how participants navigated decision-making in healthcare in the United States, within and beyond Zócalo Health.

Contextual inquiry

We prioritized service safaris given their ability as a service design research tool that supports the development of insights and inspirations by experiencing a service in first-person, as if we were 'in the shoes' of a user. Four service safaris were done, two per each of the core user journeys Zócalo Health.

Goal: Understand the journey of incoming members enrolling in the service and identify potential user pain points and opportunities.

Insights

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Design challenge

How might we…

  1. Tackle the societal taboo surrounding death?

  2. Promote open and meaningful dialogues among loved ones about end-of-life arrangements?

  3. Honor individuals' post-life desires and alleviate the burden of funeral planning when the time arises?

Designing the solution

Ideation & down-selection

Personae

Customer journey map

Prototyping the experience

Evaluative Research

Design opportunities

Match and manage expectations to continue building trust

HMW manage and match the expectations of members throughout the Zócalo Health journey in order to create a safe space that fosters trust?

Recruit and train culturally-aligned care providers for a better experience

HMW help Zócalo Health recruit and train care providers to facilitate a culturally aligned experience for Latino members?

Support the technological onboarding of new members

HMW minimize the technological challenges faced by members, enabling them to easily access and fully utilize Zócalo Health services, including appointments and the online portal, in accordance with their technological know how?

Promote the advantages of preventive care among Latinos who do not have chronic healthcare needs

HMW promote an awareness of the advantages of preventative care in order to change a learned reactive mindset?