Andrew R. McHugh
User-Centered Research and Evaluation
CARNEGIE MELLON UNIVERSITY HEALTH CONNECT FORUM
The Carnegie Mellon University’s health services department approached us to design improvement to their systems for enhancing student health. They were interested in new processes or technology that will help the delivery of their services and help students achieve better health.
Interviews and Interpretation
Each member of the team interviewed stakeholders involved (students, nurses, student health advocates). We interviewed them about their roles and responsibilities. After our interviews, we interpreted the data we had and created cultural, sequence and flow models for each interview.
We created an affinity diagram to cluster over 160 notes (generated from the interviews) and uncover issues or breakdowns in the process.
We consolidated the flow models from all the interviews into one flow model and did the same with the cultural models. We created a service blueprint based on the data and the models.
From all our research, we found that student’s biggest concern was privacy, scheduling and lack of information on services. We proposed several solutions in the form of visions.
We created storyboards and tested out solutions with the our stakeholders. Our final solution was an anonymous online forum where students and student health advocates could communicate. Over time, the forum would become a repository of student health concerns and possible solutions.