June 20, 2016

Health | Diabetes

Project Title: Talk to MeKINpllusICONs
Design Brief: Using human-centered, iterative and hands-on approaches, design a conversation-based service/s to improve the management of (Type II) diabetes. Original research and prototype testing with real users required.
Industry / Topic: 
Health | Diabetes Management
Host / Client: 
Politecnico di Milano | Masters Programme led by Dario Buzzini
Gina Garvey, Laila Simonovsky, Idoia Teran Suberbiola, Elisa Mombrini, Mon Plukpitakkul, Satam Sagar
My Role:  Research planning, ideation, customer journey blueprint, final pitch writing.

Delivered Solution

Diabetes ecosystem

The ‘KIN’ ecosystem alleviates the shock patients feel after Type II Diabetes diagnosis enabling them to more quickly understand, accept and begin making positive changes through ongoing personal and empathetic support.

Process / Highlights:

We initiated global desk research to dive deep into the subject area and inform what questions we wanted to ask users about their experiences. Based on our findings, we created survey questions and simultaneously distributed an online survey while commencing face to face user interviews.

Our user research took us from Argentina to New Zealand, Italy, Turkey; surveys, face to face and emails got us results in 48 hours.

statistics of survey (1)   service design research

The insights we uncovered from our research formed the foundation of our ideation phase. We quickly narrowed down two ideas to develop into prototypes for user testing.

Users were very enthusiastic about the concepts and their questions helped us iterate to the final model:  “KIN”. This included developing a fully fleshed out service ‘backstage’ and ‘front stage’ blueprint and journey map for future users, developing a logo and a simple website for the final presentation which was a pitch to investors for start up funding.

Design REsearch      DSC_0026


Getting potential research subjects on board early enabled us to progress at speed. Not having clearly defined roles and responsibilities at the beginning of the project slowed the process down. Working out a back stage and front stage process map in detail, even though it was not needed for project deliverables, helped ensure our assumptions and proposal had integrity, were feasible and we could answer detailed audience questions with confidence.

Service Blueprint

To ensure our team fully understood the complexity of the design, we fully developed the service journey for back stage (business) and front stage (customer).


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