Redesigning information flow of BUP FAGENHETEN
Service Design for St. Olav’s Hospital, Trondheim
Goal
The scope of the project mainly ranged from user research, problem framing, ideation, prototype creation and user testing. All the activities in the design process were carried out as a group and equal division of tasks.
My Role
Collaborate with BUP Enhet for fagutvikling to improve the experience of 13–15-year-old patients and their caregivers, by making them feel well-informed and having an ownership of the process.
Background
BUP (Child and adolescent psychiatry) at St. Olavs is treating moderate and severe cases of mental health issues in Norway for children up to 18 years old. A referral (henvisning) from a general practitioner (GP) or other health care professional is required to get treatment at BUP. The services of BUP are part of what is called the 2nd line of health services (specialists), whereas the 1st line consists of GPs, health nurses, Helsestasjon for ungdom, barnevern and many more.
BUP Fagenheten is responsible for information and education regarding BUP. For this project the focus was on the information that is provided to patients and caregivers through the process of getting into BUP, not the treatment itself.
Process
Research
Interviewed psychologists at BUP, a health nurse at a local school and a General practitioner, researchers at BUP to know the entirety of the process and their experience. Head of administrative workers at BUP to know what people, who get in contact with BUP, are enquiring about
Journey Mapping
The journey(with emotions) of the caregiver and patient from first show of symptoms to post-treatment as it is.
Challenges
The waiting period after referral is stressful for caregivers.
• Caregivers are anxious on whether they get declined or not.
• There is not given information on how to treat and live with the symptoms in the meantime.
• The only communication (before first meeting) are two formal letters.
Unrealistic expectations led to unhappy patients and caregivers.
• Many discontents are due to wrongful expectations about process results.
• Patients and caregivers do not know what they can expect from BUP.
• A lot of people expect that BUP offers a quick fix. In reality, it is a long process
The process is unclear for some users in the beginning.
• It is not clear what is going to happen and when.
• The users can feel powerless and disconnected from the service.
Misleading information leads to more worry.
• Patients and caregivers often search about diagnoses and symptoms on Google/Tiktok.
• They make wrong assumptions about their mental problems.
• That worsens conditions and causes more worrying
General information steals treatment time.
• There is a lot of general info terminology that needs to be introduced in the 1st meeting with BUP, but this could be done in advance.
• Information about the process is lacking in the waiting time, GPs do not have any digital or printed information to give patients and caregivers.
Current System
Simplified journey as it is today that will be used to pinpoint the touchpoints between the service concepts and the users.
Background
Goal of the workshop
• Idea generation together with BUP employees and a parent.
• Making BUP feel ownership for problems and solution.
• Introduce a new way of working.
Methods and Exercises
• Storytelling.
• No technology exercise.
• Future scenario exercise.
Results
• 3 groups chose 2 ideas each that were developed further on idea cards,assessing feasibility and effects.
Feedback and Evaluation
• Reflection cards for the participants to give feedback and wrap up the workshop
Service Proposal
Service Blueprint
Testing
Testing can be done in various ways and may differ between each prototype. Furthermore the prototypes can be brought into life by printing out the physical material, such as the brochure and the attachment, and present them to proxy users.
