 |
|
|
Cultural differences and language barriers were a welcomed challenge as I began my first service design project while living and working in Taiwan. Considering the needs of patients with type 2 diabetes, we designed a new service system to be implemented across Maywufa pharmacies, a local Taiwanese chain. This video sketch shows one customer’s journey through the new service.
We began by analyzing existing diabetes services and developed service blueprints to identify new areas for opportunity. We also visited local pharmacies, observing customer behavior and interaction within the space. 
Based on our research, we sketched out the journey of a diabetic patient. This allowed us to identify touchpoints throughout the patient’s experience where they might interact with a person, product, or other interface. 
Focusing on the patient’s diagnosis and treatment phases, we developed a system that will promote adherance through various touchpoints to influence behavior and attitude. 
The logbook visualization system is a key component of the service system. When patients are home, they record notes in their log book and test blood glucose levels on a monitor. When patients return to the store, the monitor syncs with a computer system and the data is visualized on-screen. This data is printed on a sticker which is then placed in the log book. The log book acts as a record of the conversation between patient and pharmacist.  |
|