THERAPY DOG PROGRAM SERVICE DESIGN
Our team was tasked with concepting, prototyping and pitching a holistic plan to improve a therapy dog program for the VA hospital. Our proposed system of solutions focused on ensuring therapy dog visits were meaningful, efficient and sustainable for veterans, volunteers, and the VA organization.
CLIENT Case Study / ROLE UX Designer / Spring 2020 / DURATION 3 weeks
UX TEAM M. Banos, C. Ducket, E. Kim, K. Levesque, P. Ramirez
Problem Space & POV
Problem Space: A VA hospital has decided to enact a program for therapy dogs to visit veterans currently being treated for serious injuries, including loss of limbs and motor function. The hospital is concerned that not every patient who needs to get a visit from the therapy animal will get seen due to being inadvertently skipped or unavailable at the time a random visit would take place.
Task: Our team was tasked with designing a holistic solution and pitching a prototype for the ability to schedule, manage, and report therapy animal visits. Our solution needed to work for the many stakeholders involved, and solve for various use cases.
POV: A VA hospital patient being treated for an amputated limb is depressed after being skipped by the visiting therapy dog while away from their room in x-ray. The patient needs a way to schedule or know when the next therapy dog visit will be to look forward to.
How can we create an ice cream delivery app in the saturated market that both simplifies ordering and caters to multiple family members at once. We explored what was currently available, and sought to create a memorable experience that catered to busy schedules and feels personalized for each user.
Stakeholder Map
To begin our process, we started some light online research into the current therapy dog process. From here we built out a stakeholder map to hone in on the parties involved and decide who to focus on for deeper research. At the start our map was largely assumption based, but was added to band became more research based as we moved along. Initially we were pretty focused on the patient and volunteer, but quickly realized how involved the nurses and additional VA staff are in the entire process as well, which we were sure to consider in our solution proposal.
User Needs & Empathy Mapping
We started with empathy maps that were largely assumption based for the VA patient, healthcare worker, and dog volunteer. These maps were updated as we moved forward and gradually became validated and backed by our research findings.
(highlight key takeaways for each)
Persona Development
Market segment personas for Patient, Therapy Dog Volunteer, Nurse
started out assumption based, but as we did research we went back and revised to be sure the info we were working off of was correct.
User Research & Competitive Analysis
Our team was given some Key Assumptions to start with:
Key Assumptions: 1. Patients do not all have access to smart devices or the ability to use them.
We cannot rely on friends or families to help.
There are several different dogs and breeds that provide the service.
Although our initial POV was through the lens of an inpatient case, we also wanted to ideate broadly and also benefit and include outpatient services or reoccuring visits such as therapy
Research of VA Hospital current programs
Interview with VA Hospital volunteer
Interview with Hospital Worker who assists with therapy dog program at a NYC hospital
Research into current veteran offerings, current VA hospital practices
Research into existing therapy dog programs
Core Opportunities Found
Patient visits being missed
2. Lack of centralized system that supports the hospital’s pet therapy program.
3. Limited awareness within the VA about the dog therapy programs and how they benefit veterans.
4. Inconsistent stream of volunteer handlers, lack of communication
5. Lack of publicity around program
6. Dated systems and often limited resources
Journey Map
User Stories Generated
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Ideation Exercises
Group HMW, solution sketching, brainwriting, ideas from journey mapping Then all into an idea portfolio, dot voted on top thoughts
Proposed Solutions
Description here, tiered levels of solves, able to be integrated slowly as resources and funding allow. Were careful to keep in mind technological limitations, and an older generation who are not smart phone savvy.
TIER 1
TIER 2
TIER 3
Scope of Work - LoFi Prototypes
Business Origami
Flyers/television screen ads/Event day
Dog business cards for veterans, put on fridge
Storyboarding of how nurse station system interacts with volunteer apps
Rough wireframing of how whole system works together
Prototypes Hifi
App bluelines, clickable prototype on booking volunteer slot?
Pitch Deck
Next Steps
With approval and funding, the next stage would be prototyping a volunteer app that coordinates with the VA hospital system and nurse’s station iPad. We’d want to prototype and do user testing on the following main features: ability to book volunteer slot, volunteer day reminders pushed to phone, centralized log list for patient and nurse, log list easily updated immediately with changes, **MORE here
Project Learnings
Learnings