eilidh dickson

.......After spending the last year gaining experience in public sector service design, i am now off on an adventure to take part in the CIID (Copenhagen Institute of Interaction Design) pilot year. During this time i will gain an intensive version of what will be a two year Ma in Interaction Design, as well as help pioneer and shape the course.

During this time i want to learn how technology and digital interactions can be applied to services to gain a more enjoyable experience for the user, that will sustain over time.

I am especially interested in solving social and environmental problems that exist through our changing lifestyle and using desig thinking to improve public services and create new opportunities within the public sector.

During the course of the year i will be recording my experiences of the pilot year and my life in Copenhagen through my blog.

For the last 2 weeks the CIID team have provided us with amazing opportunities to help us settle in and get to know each other!! For the first week we had a host of team building exercises and projects which were great fun....and for the last week we received introductions to all the DKDS (Denmark's Designskole) workshops so we can use them later in the year to make some super prototypes!

"Software is omnipresent. Software is Language. With software we can describe processes. With software we can describe intentions in a way that machines can process it. In this course we investigate the manifold potentials of software. We will look at software as a concept for describing processes, as a medium for describing interactivity, and as a tool for telling stories.
In addition to a series of micro excursions on different topics of interest, the participants will work on three exercises. The results will be presented in a final exhibition"

A few weeks ago i visited Wigan Renal Unit to work with the patients and staff over two days. During this time myself and Janet Hegarty the renal consultant were able to refine our ideas and map out the changes for the future.

Over the two days i worked with the patients to map their emotions at different stages of their pathway and gain a real understanding of how it could be improved. The main issue for the patients is the waiting prior to and after their treatment, therefor the waiting room facilities play a very crucial role in their experience. The waiting rooms have now been redesigned to create a comfortable and relaxing atmosphere, with areas of engagement.

One of the best ideas i feel to have come out from the project is an interactive magazine "The WRU magazine" that will be in the form of a video slideshow that will then be projected in their waiting rooms. The patients will be in control of the magazine, the content, the admin and the visuals. This way they will get a real sense of acheivment from it! True co-production style!

As well as the patient waiting area i worked with the staff to find out what they would like from the their own personal areas. Currently their staff room has the same furnishings and atmosphere as the areas they work in. Therefor is was important to give them a space that they could escape to and feel comfortable for the breaks. Once the changes had been decided a list was comprised and hopefully a group of staff members will be going shopping to put their ideas into practice soon!

Another idea that is going to be piloted is a reward scheme. It is a very simple way for the staff and patients to informly say "well done" Their will be a few awards.....Pat on the back, a good-egg award and a gold star award!

During the two days i was there other ideas for the future were made, these ranged from new signage to a movie afternoon for the patients.... I will be recording the whole project on this website on the near future, but if you want to no more just contact me!

12.06.2008, NEXT STEPS

After a full day spent at the unit and a good discussion and mini brainstorming session with Dr Hegarty the renal consultant we had devised a good action plan and specific areas to approach. Some of these are

-Re-designing the waiting areas to make them more accessible and engaging for the patients.

-Creating a new sign system to provide better flow throughout the unit and more visual focus

-Creating a community notice board, and inspiration wall where patients and staff can express themselves and feedback on what they would like to see and do within WRU in the future

-Work directly with patients to understand how their treatment experience can be more enjoyable, and involve them with the changes that will be made.

-Run a short workshop to help the nurses pinpoint the problems within their staff areas and come up with accessible solutions. At the same time teaching them simple service improvement methods for them to carry out themselves in the future.

Since visiting the Renal Unit for the first time I have bee preparing for my next visit to implement some of the more visual changes, run activities with the patients and workshops with the staff.

This project has been fab so far, I love the work I’ve been doing, working alongside the staff and patients has been incredible, and seeing them get excited about the ideas and being involved with the design process is great, they really deserve to feel a sense of satisfaction and achievement for their attitudes and enthusiasm.

Yesterday i visited Wiagn renal Unit, which is a Satellite of Salford Royal NHS Foundation Trust which provides patients with renal dialysis closer to their home without having to go into hospital.

I spent the day doing observations and chatting to patients and staff to about their experiences at the unit.. Whist i was there i realised what a niche service this is for the patients, they use it three times a week, there start to finish user journey is very methodical, it can often take up to 7 hours, and they are dependant on it to keep them alive….I have never experienced a service that is such an important part of someones lives.

Throughout the day i recieved lots of good ideas and feedback, some of the next steps will be to look at how to get the younger dialysisers back into work or give them work experience, bringing in volunteers to the unit, teaching nurses service improvement skills and carrying out workshops to
co-design solutions around some of the comfort issues in the unit......more will be coming soon!

I have just been connected through Martin Bontoft to run a project in Wigan Renal Unit. The project involves co-designing solutions to improve the patient experience whilst they recieve their regular dialysis treatment. I am working along side the renal consultant, patients, doctors and nurses to harness they're creativity and achieve the best possible outcomes. I can't wait for my first visit!

10.03.2008, THE ORANGE DOG COMPANY

I am currently in the process of working with a new business called the orange dog company. I am developing their service experience, branding, advertising.. At present the business aims to provide a high end dog walking service, with the plan to expand in the future!