The Health Gateway is a digital health management platform for a leading Australian telecommunication company, that integrates health services, providers, and personal data; the new offering presents $200M AUD in new revenue per year for the telecom, creates direct and indirect value generation for health care professionals and enables providers to identify at risk consumers, encourage prevention and better self-management of health, and facilitate the delivery of support programs that drive positive health outcomes.
Each service was designed to address consumer and healthcare professional needs, motivations and behaviors. All of these were identified from 350 hours of in-depth ethnographic research and testing with 162 consumers living with chronic health conditions, 38 senior executives and front line staff from 12 not-for-profit organizations and 33 healthcare professionals.
My Role:
As a strategic designer on the project, I conducted a majority of the in-depth interviews with patients and healthcare professionals including nurses, doctors, and educators. From this research, we worked collaboratively to develop opportunity areas and insights for the design phase, as well as conceptual models including an in-depth lifecycle of those living with chronic health conditions.
After our initial research synthesis, we planned and conducted a participatory workshop with client staff and stakeholders to bring them up to speed on our findings and begin to generate early solutions. From these initial ideas we developed paper prototypes including narratives and interface mockups, and began a second round of research with patients and providers to refine concepts.
Within this concept testing and prototyping phase, we began business modeling and casing to adapt the designs and ensure the financial viability of the services. We worked collaboratively with the client to prioritize development of the services from a technical and organizational perspective.
Finally, in addition to creating printed deliverables, we delivered a live demo/scenario of the usage of the Health Gateway, that also illustrated the value opportunities (both financial and health outcomes) provided by the services.
Response from the client, from patient research participants, and from health care providers was incredibly positive. Everyone wanted to be able to use the Health Gateway. This project has been a highlight of my design career.
Key elements of the Gateway are currently being built out, such as the telemedicine component and digital health records.
My Activities:
Runchkins is a product/service system that sells new children’s clothes, buys them back, and resells them, to improve sustainability while matching consumer behavior.
Parents take a style quiz, set their budget, and choose when they want boxes. They preview pieces picked for them by our stylists, and can switch items.
They can then try on clothing at home and send back items they don't want, with free shipping.
When their child outgrows the clothes, parents can sell back to pieces to Runchkins for store credit.
My Role:
Took basic idea from concept to market in 5 months, part of 2-person team (which was literally the entirety of Runchkins until 4 months ago) that grew the business to over 250 customers.
I've been responsible for everything related to the design and technology of the service, from value proposition design to ongoing customer interviews to the way a heading looks in an email to customers.
My Activities:
Spring is a financial management and banking service designed to enable Thai millennials to easily create planning, spending, saving and investing behaviors that enable them to rapidly reach their financial goals. The offer has the potential to generate $300M USD in annual revenue for the bank.
Spring is currently in development and is yet to launch in Thailand.
My Role:
I was responsible for managing the day-to-day activities of the project's research and design stream.
In addition, I was tasked with onboarding two new strategic designers, familiarizing them with our strategic design methodology to prepare them for other roles in our organization.
My Activities:
This research project delivered insights to inform the relative assessment of a major Smart TV manufacturer's UI, UX and CX against best-in class competitors.
This was done through a deeper understanding of individuals’:
This was a fast-moving project for a very demanding client with multiple layers of stakeholders.
The manufacturer has since redesigned their remote reflecting the recommendations of our research.
My Role:
As part of a 3-person team that included another strategic designer and a visual designer, I was responsible for co-planning, managing, and executing the project with the other strategic designer.
My Activities:
Work for this bank spanned two major projects:
My Role:
These were my first true strategic design projects, incorporating strategy with service design.
I supported the development of the retail banking strategy mainly through stakeholder interviews, workshop facilitation, and communication design.
Within the service design project that followed, I was the designer executing all activities, with planning and management facilitated by a lead designer.
My Activities:
A microprocessor manufacturer wanted to understand how digital devices and services might be used by healthcare providers. They hired Experientia to do a 2-month ethnographic research study across 5 countries in order to understand the current context, and in order to provide a basis for designing new digital services for health care providers.
This project gave me incredible insight into the complexity of health care systems around the world, and in particular the challenges of and opportunities for digital technology within health care settings.
My Role:
Within Experientia the research and design teams were somewhat separate. I was part of the design team, where I developed digital service concepts and scenarios for tablets used by healthcare providers, informed by the in-depth ethnography of the research team.
My Activities:
john@newvalue.design
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