This document summarizes research on chronic disease management. It identifies cardiovascular disease, diabetes, COPD, cancer, liver cirrhosis, and asthma as six diseases that account for most deaths, disabilities, and healthcare costs in the US. User research in the form of a disposable camera study provides insights into one patient's experience with diabetes. Problem space modeling depicts the many classifiable diseases and focuses on cardiovascular disease. The document frames the problem by highlighting these key chronic conditions.
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Michael Eckersley Selected Work
1. Enterprise Software, Financial Services,
Selected Work 2011 Health Care, Resorts, Consumer Products,
Fast Food, Brand Development
Smart, connected, humane environments
Michael Eckersley MFA, PhD
12. Jobs That People Hire Online Banks To Do
Retail and Business Banking 2010
A
dited Product development overview
atio n is e ality
Inform conf identi
lengt h and
for
12
13. User Modes & Requirements Matrix
“Julie” “Sheena” “Jack” “Daniel”
trusting
trusting passive
preoccupied demanding
demanding non-trusting
non-trusting
but partial
technically limited user
limited user super
super user limited user
limited user
challenged user
user user
array of custom
notifications and
alerts
greater skill &
sense of control in
personal finances
fast, easy-to-use
bill-pay
simple, pleasurable
online banking tools
mobile banking
application
verifiable
bill-pay receipts
confidence in
security of online
banking services
13
14. active engagement
to bank
“Jack”
demanding
super user
low trust, high trust,
confidence confidence
“Sheena”
preoccupied
limited user
“Daniel” “Julie”
non-trusting trusting
limited user but technically
challenged user
passive engagement
to bank
14
15. NEW VALUE-ADDED OPTIONS DESIGN INTENTS
• Easy onramp to bill-pay set-up
1. BILL-PAY INTEGRATION • Central logon for centralized bank-based bill-paying activity
• Secure, verified, archived payment receipts
(i.e., really tight quasi integration) • Text/email notifications, alerts
• Clear, low risk auto payment option
• eBills sent directly to bank bill-pay
• Secure repository for critical creditor/payee and account information:
2. NEW FUNCTIONALITY due dates, passwords
“Financial Profile” & • Income and expenses spreadsheet and history, by category
“Budget-Builder” • Basic budgeting worksheets tools, strategies, resources
• Basic financial scenario projections
• View accounts
3. SIMPLE MOBILE BANKING • Transfer funds
• Pay bills
APPLICATION • Find branch/ATM locations
• Integrated affordances for routine “look-ups”, “write-downs” &
4. HANDY DESKTOP TOOLS “calendaring”
• Calendar connected to bill-pay
• Central location for account emails, e.g., alerts, notifications of account
deposits and transaction “receipts”
15
16. Retail online banking application for Open Solutions, Inc.
Rebranded for over 300 financial institutions across North America
16
50. Service tools for innovating chronic disease management
title slide
ted
is edi Service Innovation Design & Development Conference
ation lity
Inform onfi dentia June 22, 2009, Chicago
and c
length
by Michael Eckersley, PhD
for HumanCentered
Except where otherwise noted, this work is licensed under a Creative Commons Attribution 3.0 License.
52. Selected problem space modeling
cardiovascular disease
Data Source: National Health Library, NIH Rendered with Many Eyes, IBM
53. Problem framing
cardiovascular disease
diabetes
COPD
These six diseases account for the vast majority of
deaths, disabilities & health care costs
cancer
liver cirrhosis
asthma
54. User reearch. Disposable camera study
“For years, I
think I was in
“Teresa”
48 y/o female denial... I did
Nixa, MO
Conditions: Diabetes, high not want
blood-pressure, high
cholesterol diabetes &
thought it
was an older
person’s
disease”
55. ✔ Leading Causes of
US Deaths, 2006
✔
✔ ✔
34 7.3 6.7 6.5 ✔
3.9 3.9 3.0
% 30% % % % % % % 2.4 1.8
A
A
Ki
Ca
In eu
St
cc
D
D
lz
CO
Po
H isea
Bl son
Pn
dn as
D
flu m
ia
ise
he
id
nc
ro
ea se
oo in
i
PD
be
ey e
e
en o n
ke
er
im
rt
nt
d g
te
za ia
er
s
s
’s
Source: National Center for Health Statistics, 2006 &
56. Projected Rise in Cases of Seven of the Most Common
Chronic Diseases, 2003-2023
➜
Cancers
62%
➜
Diabetes
53%
➜
➜
Hypertension
Mental Disorders 39%
54%
➜
Heart Disease
➜
41% Pulmonary
Conditions
➜
Stroke
31%
29%
Source: The Miliken Institute
57. Selected problem space modeling
Less than 1% of health care expenditures go toward
prevention or managed care of chronic disease.
Source: Institute of Medicine, Health Affairs, JAMA
Data Source: National Health Library, NIH Rendered with Many Eyes, IBM
58. Problem framing
Recommendations
1. Focus upstream: target people across a wellness
spectrum– from well, to at-risk, to sick. Offer a
network of incentives and supports appropriate
to their individual situation.
2. Develop a platform of effective psychological,
socio-cultural, and spiritual affordances to enable
positive behavior and lifestyle changes.
3. Augment existing medical management,
prevention, and wellness programs with
integrated service tools that empower people
to monitor and self-manage their health.
60. Work with people where they’re at
GOOD HEALTH AT RISK POOR HEALTH
1 ➔
2 3 ➔
4 5➔
6
John Margo Stuart
“Mr. Indestructible” “Ms. Denial” “Down but not out”
Age: 26 Age: 45 Age: 63
Non-Profit Admin High School Staffer Retired Salesman
MBA Married, 2 Children Married, 2 Children
Single Weight: 175 lbs Weight: 165 lbs
Weight: 150 lbs Sedentary, Overweight High blood pressure
Height: 5’-8” High cholesterol Diabetes
High cholesterol Non-smoker Melanoma
Non-smoker
64. Enterprise Software, Financial Services,
Selected Work 2011 Health Care, Resorts, Consumer Products,
Fast Food, Brand Development
Smart, connected, humane environments
Michael Eckersley MFA, PhD