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Transcript of MID LRI Collaboration
Co
llab
ora
tion
with
Lib
erty R
eso
urc
es, In
c. F
all 2011
University of the Arts Masters of Industrial Design + Liberty Resources, Inc.
Published by
211 South Broad Street, 5th FloorPhiladelphia, PA 19102
Copyright © 2012
Kelly Babcock
Tian Cai
Ben Farahmand
Lonnie Petersheim
Alaina Pineda
Liberty Resources, Inc.
Copyright © 2012 by Kelly Babcock, Tian Cai, Ben Farahmand, Lonnie Petersheim, and Alaina Pineda
Illustrations copyright © 2012 by Kelly Babcock, Tian Cai, Ben Farahmand, Lonnie Petersheim, and Alaina Pineda
Photography credits:All photography created by © 2012 Kelly Babcock, Tian Cai, Ben Farahmand, Lonnie Petersheim, and Alaina Pineda unless otherwise noted.
All rights reserved. No portion of this book may be reproduced–mechanically, electronically, or by any other means, including photocopying–without written permission of the publisher.
Cover design by Kelly Babcock, Tian Cai, Ben Farahmand, Lonnie Petersheim, and Alaina Pineda
Book design by Kelly Babcock, Tian Cai, Ben Farahmand, Lonnie Petersheim, and Alaina Pineda
Masters of Industrial Design at The University of the Arts212 South Broad Street, 5th FloorPhiladelphia, PA 19102
First printing April 2012
07 Chapter 1 | Introduction
15 Chapter 2 | Research + Synthesis
41 Chapter 3 | Point of Entry
65 Chapter 4 | Prototype + Test
95 Chapter 5 | Final Presentation + Feedback
Appendices
A Key Terms
B References
Table of Contents
08 Section 1 | Our Client Contacts at Liberty Resources
09 Section 2 | Our Role As Designers
10 Section 3 | The Design Process
11 Section 4 | Key Design Tools We Used
12 Section 5 | Project Timeline
Introduction
01
8 | Introduction
Our Client Contacts at Liberty Resources
norma roBertson-daBrowskIDirector, Specialized Transitioning Services
nancy salandraDirector of Independent Living
Introduction | 9
kelly BaBcockCincinnati, OHGraphic Design + Marketing
lonnIe PetersheImGreencastle, PAInterdisciplinary Arts
Our role as designers is not a top-down
approach, where we stay in our studio
and think of the best possible solution
for our client, but instead come to that
through on the ground exploration. Our
multidisciplinary teams bring together
different ways of thinking and allow us to
come up with much more creative and
innovative approaches. We work through
the process of synthesis, or sense-making
to identify unique opportunities for design
intervention. We always make our prototypes
and proposed solutions tangible. This does
not necessarily mean that it’s a product, but
what it does mean is that it’s visual. This
makes the information more accessible and
understandable while also providing a way to
get feedback. Lastly, to further communicate
our recommendations, we formulate
narratives and scenarios to further model
our ideas.
Our Role As Designers
tIan caIShanghi, ChinaIntegrated Design
Ben farahmandLos Angeles, CAAerospace Engineer + Philosophy
alaIna PInedaBirmingham, ALArt History
10 | Introduction
The Design Process
research
Gathering qualitative data with a human centered approach by considering ethnography and outliers.
synthesIs
Making sense of the qualitative research gathering through abductive thinking, visualizing information, and sorting data. This process allows for producing generative thinking.
PrototyPe
Develop a concept that was informed from synthesized research into a model or system that is able to be tested and observed.
test
In this step we observe the successes and failures of the prototype in a real situation that may reveal that more research or synthesis is needed.
Iterate
Take observations from testing and develop new versions of the prototype.
Introduction | 11
Key Design Tools We Used
GuIded tours
contextual IntervIew
secondary research
flow dIaGrammInG
actIvIty analysIs
shadowInG
storytellInG
concePt maP scenarIos
tIme-laPsed vIdeo
co-creatIonstakeholder maP
exPerIence PrototyPe
Iterate
12 | Introduction
Project Timeline
Introduction | 13
16 Section 1 | Getting to know Liberty Resources, Inc.
21 Section 2 | Previous Project Work
22 Section 3 | Kick-Off Meeting with Our Client
26 Section 4 | Key Interview with Glenda
28 Section 5 | Reference Research
34 Section 6 | Internal Observations: The Advocate Meeting
38 Section 7 | External Observations: Nursing Facility Visits
Research + Synthesis
02
16 | research + synthesis
The tour was our groups initial chance to see the Liberty Resources office and network with
Liberty Resources employees. We began by simply observing the building from the outside
while waiting. We observed many people in chairs using public transportation and we had
a chance to walk through the Liberty Resources’ store. When we first were introduced we
became a little uncomfortable. This would be our first experience being around people with
disabilities. Continuing on the tour we noticed that many of the offices were empty and the
building felt more like a doctors office. Liberty Resources has a “sterile like” feeling inside.
During the tour we had a chance to meet the Director of National Advocacy & Policy. We
learned that 43% of Liberty Resources’ staff was recently cut because the state and federal
budget for CIL’s was cut drastically. Also, in this interview we observed a particular language
that the employees use.
All the employees have to Advocate for people with disabilities. People with disabilities feel like
an oppressed group and are willing to fight to get what they need. Therefore, they decide to use
a common language that is aggressive and often defensive.
After the tour of Liberty Resources, our group came back to the studio and brain dumped what
we observed. Mapping out our observations on a whiteboard allowed us to be on the same
page. As well as make sense of our assumptions. The mind mapping tool also lead us in our
next direction. We needed to do more reference research on Liberty Resources to get a better
understanding of legislation and policy.
Getting to Know Liberty Resources
Liberty Resources uses a distinct type of language that our team framed as “fighter language.”
Our team observed Liberty Resources’ environment and interviewed Theresa about the history of the organization.
GuIded tours
research + synthesis | 17
18 | research + synthesis
research + synthesis | 19
20 | research + synthesis
Liberty Wheels Retreads
Information And Referral Peer SupportAdvocacy
Independent Living Skills
Training
Community Services Program for People with
Physical Disabilities
Attendant Care Program
Living in a Nursing Home
Fiscal Management
Services
Medical Support Unit
Environmental Modifications
Living and Receiving Services In The
Community
Additional Services Available Once Transitioned
Additional Services Available at ALL times
Major Service Options
Multiple options based on specific needs or choice
Major Goals
Where You Are
Academy
My MapSpecialized Services
Living and Receiving Services In The Nursing Home
My Services My Steps
The Road to IndependenceTools for Understanding & Planning Choices
My Progress Map
Transitioning Services
Housing Advocacy
HousingFound
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
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Days
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Time to Complete
Days
CONCEPT 2.0 respond synthesis
research + synthesis | 21
The Road to IndependenceTools for Understanding & Planning Choices
Service Details & The Steps for Reaching Your Goals
CONCEPT 2.0 respond synthesis
Our research continued by looking at the work that past teams have done. It was very helpful
having tangible designed objects to reference and look at. It was useful observing Liberty
Resource’s branding and identity. We interviewed several of the students on these past teams.
They explained to us about the Independent Living Services Department and how people go
through the process. The problems they run into are not understanding where at in they are and
what they need to do next. Therefore, the past MiD’s project was to visualize and simplify this
process with a book and map. It is a step by step process that is very simple and accessible
for people with disabilities.
To get a better understanding of the work that had been done with Liberty Resources in the past, we interviewed students that had collaborated with them previously.
contextual IntervIew
Liberty Wheels Retreads
Information And Referral Peer SupportAdvocacy
Independent Living Skills
Training
Community Services Program for People with
Physical Disabilities
Attendant Care Program
Living in a Nursing Home
Fiscal Management
Services
Medical Support Unit
Environmental Modifications
Living and Receiving Services In The
Community
Additional Services Available Once Transitioned
Additional Services Available at ALL times
Major Service Options
Multiple options based on specific needs or choice
Major Goals
Where You Are
Academy
My MapSpecialized Services
Living and Receiving Services In The Nursing Home
My Services My Steps
The Road to IndependenceTools for Understanding & Planning Choices
My Progress Map
Transitioning Services
Housing Advocacy
HousingFound
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
Time to Complete
Days
CONCEPT 2.0 respond synthesis
Previous Project Work
22 | research + synthesis
Our next step of research was our first meeting with our clients. It was a round table discussion
consisting of our professor, Michael McCallister, our clients, and the MiD team. Our clients gave
us very beneficial insights early in the conversation. A quote from one of our clients became a
statement that we would hold on to for the rest of the project.
This quote conveyed much about Liberty Resources and their relationship with the community.
We observed many times throughout the semester that people are not willing to listen to stories
of people with disabilities. People seem to overlook people with disabilities and it is always an
uncomfortable subject. Liberty Resources also has problems at getting the medias attention
and when they do the main issue is often over looked.
The meeting continued and our clients brought up the current cut of Liberty Resources
employees. Due to the recent cuts Norma and Nancy no longer have staff to help transition
people from nursing homes. They now rely on part-time employees who can only work 8
hours a month. We also learned that 51% Liberty Resources’ staff and board members have a
disability. They strive to employ people with disabilities and to have people with disabilities work
for people with disabilities.
Kickoff Meeting with Our Client
“America is not ready to see disabled people fight for their rights.”
The state passed a 16% cut on the Medicaid budget for community-based services (CBS). This cut eventually lead to a 43% staff cut of Liberty Resources’ employees.
Since our team had little understanding of Liberty Resources, we relied on an interview with our client contact, Nancy, to get a broad overview of the issues they deal with.
contextual IntervIew
research + synthesis | 23
24 | research + synthesis
research + synthesis | 25
At the end of the meeting we noticed a wall of framed papers with pictures of individuals
with disabilities. We asked client what the significance of the wall was. They explained that
each was a story about someone who transitioned from a nursing facility recently. Here was a
wall of meaningful stories of people who managed to transition from a nursing home to living
independently. Ultimately, becoming an active member of their community and giving back
instead of feeding off government funds. Only to be contained within Liberty Resources and
not for the public to see.
After the kick-off meeting the MiD team came back to the studio and began to mind map what
we observed and learned to synthesize the data. We soon realized that everyone was feeling
overwhelmed with the wealth of information we gathered. Each piece of data holds a significant
value and opportunity to design. It became very tough to choose what direction we wanted to
continue. Furthermore, after a collaborative mind-mapping session we realized there was more
research to be done. We each separated the work tasks and did some reference research to
better test our assumptions and understand the complex problems.
After hearing about the many complex issues facing Liberty Resources, we used secondary research to expand our understanding.
secondary research
Kickoff Meeting with our Client (Continued)
26 | research + synthesis
Our interview with Glenda was our first chance to hear first hand about the stories of people
living in nursing facilities. She opened up about the living conditions of the nursing facility where
she lived for sixteen months. She explained that the nursing home takes all your money that
you receive from medicaid as well as other sources. Most facilities only give you a thirty to forty
dollar allowance monthly. She also told us that the nursing home opens your mail.
They do not have legal permission to open you mail, however, they require you to sign over
your incomes. Therefore, they will open your mail to take your money. She lead us into a
new direction as well and spoke about the roadblocks with finding attendant care while living
independently. Moving out of the nursing facility is tough enough let alone finding someone
to help you with living on your own. We continued after the interview by mind mapping, as a
group, the information gathered from the interview. After mapping out the interview and having
a collaborative discussion we did some more reference research to better understand pensions
and medicaid.
Key Interview with Glenda
Most of the nursing facilities in Philadelphia open the mail without the permission of their Consumers.
Interviews with Liberty Resources Consumers were a vital part in our design process.
contextual IntervIew
research + synthesis | 27
28 | research + synthesis
The tour, interview, and kickoff meeting lead us in the direction of doing reference research.
Reading articles, books, and news publications became vital in our process to better understand
the problems that we were facing. The problems that Liberty Resource’s and people with
disabilities face are very complex and hard to understand. We looked further into Medicaid
by trying to understand its significance of legislation and flow of money. The money begins at
the Federal Government level then flows to the State level. It is up to the State to decide how
it will be distributed locally. Currently they have been trying to consolidate the State’s services.
This creates many problems like significantly slowing down the States services. Maximus is a
consolidated state service company that hands out housing vouchers to people moving out of
nursing facilities. The current process takes more than a year. By visualizing the process we
realized why it takes time and how Maximus is like a human factory.
We also did research about Pennsylvania’s institutions comparing them with living independently.
Pennsylvania, compared to all other States, currently has the highest ratio of people living in
nursing facilities versus living independently. The price for someone living independently is
much less than living in a nursing facility. In addition, Philadelphia has a population of 150,00
people with disabilities which is twice as much as the next highest population. This means that
Philadelphia has a significant role on people with disabilities rights.
Reference Research
The company, Maximus, slows down the process significantly for people to live independently.
Additional secondary research became necessary as we worked deeper and deeper into the complex systems.
To better visualize how the company, Maximus, operates, we created a flow diagram (seen on page 30).
secondary research
flow dIaGrammInG
research + synthesis | 29
2
Follow the Money: Financing Home and Community-BasedServices
Joshua M. Wiener, PhD Wayne L. Anderson, PhD
Pennsylvania Medicaid Policy Center University of Pittsburgh
2009
2
Follow the Money: Financing Home and Community-BasedServices
Joshua M. Wiener, PhD Wayne L. Anderson, PhD
Pennsylvania Medicaid Policy Center University of Pittsburgh
2009
30 | research + synthesis
Public Housing Authority
$
Eligibility paperworkMaximus
Find housingFind housing Find housing
research + synthesis | 31
Maximus ProcessMaximus was implemented by the state to consolidate the housing
process. Its intention was to maximize the flow of individuals, however
it did the complete opposite and has slowed the process down
significantly. Individuals have to wait up to a year, if not longer, just to
be accepted and find housing.
$Nursing Homes
Shareholders
$
32 | research + synthesis
Medicaid ExpendituresThis visual allowed us to compare Pennsylvania with all fifty states.
It shows that Pennsylvania puts most of its medicaid dollars into
nursing facilities. Why does Pennsylvania have so many more people
living in nursing facilities compared to the other most
populated states.
research + synthesis | 33
People with Disabilities on MedicaidIn comparing the graph to the left with the one above. You will notice
that the largest amount of people with disabilities in Pennsylvania
live in Philadelphia. Meaning, Philadelphia has a significant role on
people with disabilities living in nursing facilities instead of living
independently.
Crawford Warren
Crawford
McKean
Mercer
Venango
Forest
Elk
PotterTioga
BradfordSusquehana
Wayne
Lackawanna
Wyoming
Pike
Monroe
Sullivan
Columbia
Luzerne
Carbon
Northhampton
Lehigh
Berks
Northumberland
Union
Clinton
Cameron
CalrionJefferson
Clearfield
Centre
BucksMontgomery
PhiladelphiaChester
Delaware
Lancaster
Lebanon
Snyder
YorkAdams
Cumberland
Perry
JuniataMifflin
Franklin
Huntington
BlairCambria
Indiana
Armstrong
Butler
Bedford
SomersetFayette
Westmoreland
Alleghany
Beaver
Washington
Greene
1 - 5000
5001 - 15,000
15,001 - 50,000
50,000 +Erie
Lycoming
Lawrence
Dauphin
Fulton
Montour
Shuylkill
120,591
34 | research + synthesis
The Advocate system at Liberty Resources was implemented to help Consumers move out of
nursing facilities. The Advocates are given four Consumers, a month, to help transition and can
only work a maximum of eight hours in that month. The Advocates role is to keep track of the
Consumers process. The Advocate meetings are very loose and unstructured. Which makes
everything very confusion. The individual Advocates are required to gather the necessary
materials from the Consumers. For example, every Consumer requires a state identification.
The Advocate has to take the Consumer to a local location to attain a state identification. We
observed that the individual Advocates lack the material to document. Several individuals forgot
what they needed to do and much information had to be retained from their visits to the nursing
facilities. In addition, we observed that each Advocate is very different. Some Advocates can
handle more work than others and some have trouble concentrating on the work task.
The Advocate meeting allowed us to do initial networking. It gave us a chance to meet
individuals who have already moved from nursing facilities and have experienced it first hand.
Each Advocate has a inspiring story about moving out of the nursing facility. They all are very
passionate about Liberty Resources and value their services greatly. We began to realize how
important Liberty Resources is for people with disabilities to survive.
Internal Observations: The Advocate Meeting
We observed the actions, process, and system of the Advocates in the Independent Living Services Department.
actIvIty analysIs
research + synthesis | 35
36 | research + synthesis
research + synthesis | 37
38 | research + synthesis
After the Advocate meeting we set up visits to shadow Advocates at the nursing facilities.
We shadowed Advocates at the Inglis House, Care Pavilion, Philadelphia Nursing Home, and
Cheltenham Nursing Facility. Our visits informed many of our design decisions. We had a
chance first hand to observe Consumers who are transitioning out of a nursing facility. The
Advocates run into problems dealing with the employees and social workers of the facilities.
They nursing facilities are not willing to work with them. Also, we learned that each Consumer
has different needs. Someone may have a physical disability and another may have a mental
disability. These disabilities became very problematic in our process and we were forced to
think about the Consumers needs.
Our main concern for our clients were for us to look at the transition process. Therefore, we
concentrated more on the process when researching. The Consumers also have no way of
tracking where they are in the process and what they need to do. This is all in the hands of the
Advocate to educate and inform the Consumer.
External Observations: Nursing Facility Visits
Shadowing Advocates as they visited Consumers in nursing facilities helped us to better understand how the nursing home transition process was being communicated.
shadowInG
research + synthesis | 39
50 Section 1 | Identifying Design Opportunity in Key Interactions
56 Section 2 | Understanding Our Point of Entry
58 Section 3 | Point of Entry Client Presentation
60 Section 4 | Storytelling as Tools for Change
61 Section 5 | Prototypes and Levels of Development
62 Section 6 | Initial Prototype Client Presentation
Point of Entry
03
Tian sharing Marsha’s story:“In terms of Marsha, the most impressive thing is her addressing how her life changed because of the Liberty Resources picnic, by seeing those people with even more limitation living an energetic life in community, she uttered “How stupid of me. Being that pessimistic and upset with my disability in the past.”
Ben sharing Michael’s story:“Michael Bencrowsky, when I fi rst met him, he told me that it costs three times as much for tax payers to support people with disabilities living in nursing homes as opposed to supporting them to live in the community. He told me about the protests he went to, and how he Advocates for proper policy at the governmental level.”
Alaina sharing Sue’s story:“To be reunited with her children she lost when she fi rst acquired her disability, Sue has re-entered a nursing facility across the country to be closer to them. It is the only way to receive the services she needs without being placed on a two year wait list for what she needs to live independently..”
Lonnie sharing Vincent’s story:“If the Mayor were to move into a nursing home, he would understand what it was like to live in one. His view is that he mayor/public does not understand what it is like to live in a nursing facility.”
Kelly sharing Glenda’s story:“Glenda told us about how nursing facilities unjustly take a resident’s money. She talked about a couple who was ‘tricked’ into moving in to the nursing facility. When the wife got sick, the husband missed her so much that the facility convinced him that he should move in as well.”
We believe...
By leveraging Liberty Resource’s powerful stories as tools, and sharing them with the right audiences, we can affect positive change for people with disabilities.
50 | Point of entry
ConSumERConSumER
LIbERTy RESouRCES GovERnmEnT
LIbERTy RESouRCES GEnERaL PubLIC
ConSumERadvoCaTE
LIbERTy RESouRCESConSumER
In making sense of our collected research, we noted five key
interactions among the project’s stakeholders. Each relationship
contains an unmet need, and an opportunity for design to intervene.
The following pages will highlight some of our key research findings
and how they relate to these interactions.
Identifying Design Opportunity in Key Interactions
Point of entry | 51
ConSumERConSumER
After interviewing many of Liberty Resources’ Consumers and Staff, we noted that many
lacked a solid support network of friends and family and relied on each other for friendship,
motivation and hope.
Consumers at an ADAPT event
Key Research Finding: Lack of support network
52 | Point of entry
While shadowing Liberty Resources Advocates, we identified a significant opportunity for
design among their interaction with the Consumer. There was reoccurring confusion about
the nursing home transition process, and a desire to know more.
Sue with a Consumer at the Philadelphia Nursing Facility
Key Research Finding: Confusion about the transition process
ConSumERadvoCaTE
Point of entry | 53
As we observed Liberty Resources’ internal processes, we noted an opportunity to improve
how the Consumers’ “success stories” were collected, presented and later archived.
Currently, they were not being utilized to their full potential.
Norma showing our group the wall of Consumers’ stories
Key Research Finding: Documentation of the Consumer’s transition process
LIbERTy RESouRCESConSumER
54 | Point of entry
When considering the greater systemic view of Liberty Resources, we identified an area of
need among their activism and advocacy efforts. A lack of political response from recent
actions revealed opportunities for improvement.
Michael in front of the White House
Key Research Finding: Lack of political response
LIbERTy RESouRCES GovERnmEnT
Point of entry | 55
As we were interviewing our client, we captured this revealing quote about a nuance in
American culture that inhibits Liberty Resources’ messaging from penetrating and affecting
change among the general public–this exposed an area of possible design intervention.
Nancy explaining the relationship between Liberty Resources and the general public
Key Research Finding: “Americans are not ready to see people with disabilities fight for their rights.” Nancy Salandra, 2011
LIbERTy RESouRCES GEnERaL PubLIC
56 | Point of entry
By extracting our key research findings from our interviews,
shadowing, paper research, etc., we were able to map the many
stakeholder interactions and corresponding needs. Through this
sense-making, we discovered how storytelling could be used as a
tool to help prototype solutions for the different design opportunities.
Understanding Our Point of Entry
To help our team identify the stakeholder interactions and understand how storytelling could be used as a tool we used a flow chart to show relationships.
flow dIaGrammInG
Point of entry | 57StorytellingThe “Story” and Power of Storytelling
MiD@UArts | GRID 603/703 Studio | Liberty Resources | October 10, 2011
The Power of Storytelling| 10.03.11
SYNTHESIS
Documentationof Individuals/
Successful Transitions
UnderstandingNursing Homes
The 5th Coreof the CIL
Infographics
Tools for Activistsand Advocates
PhiladelphiaInquirer
SupportNetworks
Mayor Nutter
Re-humanizing
The media doesn’t “get it.”
“Americans aren’tready to see people
with disabilities fight for their rights.”
The Mayor doesn’tunderstand theproblem with Philadelphia
Nursing Home.
LRI tries todocument but it isan afterthought/too busy in the
moment.
How do you tellthe story of what it’s
like living out inthe community?
What isn’t being told that needs
to be told?
People living in anursing home mightnot have family totake care of them.Why wouldn’t
someone want toleave the nursing
home?
Why is a nursing home the
entitlement?Corruption?
Glenda tries to getoutside everyday-rain, shine, snow.
12
4
5
6
7
3
8
9
10
The
Power
of Storytelling
3. 7. 8.
5. 8. 10.
5.
5. 6.
5. 8.
2. 9.
1. 4. 7. 8.
This is the tool that we used to visualize the possible uses of storytelling that could address several areas brought up in our research and conversations at Liberty Resources.
The gray circles are the main problems and opportunities that we believe can be addressed through the process of storytelling.
The blue squares are references from our synthesis that helped us arrive at storytelling as a possible project point of entry. They are based on conversations with Norma and Nancy, interviews with Michael and Glenda, research on nursing homes, and our individual observations.
58 | Point of entry
At this point in the semester, our team was ready to present the emerging insights from our
research and propose a point of entry for our project with the client. We synthesized the
data we had collected and identified key stakeholders that interact with Liberty Resources’
various divisions at different points in the nursing home transition process. The unmet needs
among these interactions exposed opportunity for design to intervene and for our project’s
focus we felt that one key design method could be applied to address each–storytelling. To
demonstrate storytelling as a point of entry for our project, we structured the presentation
around the idea of “show don’t tell.” We re-created our hand-drawn concept map that we
had used to synthesize our research on large sheets of paper and pre-wrote on post-it notes
the various audiences and key insights from our research. During the presentation, team
members narrated our process while others filled in the map. We used this presentation style
to demonstrate not only our process of synthesis, but also to model how an experience could
be designed through storytelling. Reflecting on our presentation, we did not consider that the
design process we were acting out would appear very foreign without more context around
how we conducted research and extracted the main findings to arrive at the components in
the map. We also observed that the combination of narration, demonstration and distribution
of additional support in the form of infographics provided for too overwhelming of an
experience. It prevented the client from feeling our excitement and the impact of our research
findings and new insights.
Point of Entry Client Presentation
Jon Kolko, in ‘Exposing the Magic of Design,’ comments that storytelling is the process of knowledge transfer and the rapid immersion in the experience.
To present our point of entry, we decided to use the key design tool we were proposing–storytelling, to communicate our idea.
The visual appearance of the concept map we used in our presentation helped viewers to better understand and identify connections as we described them.
storytellInG
concePt maP
Point of entry | 59
60 | Point of entry
ConSumERConSumER
LIbERTy RESouRCES GovERnmEnT
LIbERTy RESouRCES GEnERaL PubLIC
ConSumERadvoCaTE
LIbERTy RESouRCESConSumER
With our point of entry approved by the client, we began designing
prototypes for how storytelling may be used to fulfill the unmet needs
in the identified interactions. Each prototype uniquely considers the
project constraints of limited time and resources, as well as, the
limited physical abilities of our end users. Prototypes 3–5 are more
conceptual in their development, while 1 and 2 are further developed,
tested, and refined.
Storytelling as Tools for Change
5
25
34
13
3
Point of entry | 61
Prototypes and Levels of Development
ConceptualFurther Developed
Community Storybook4
A book of stories to be passed
between Consumers that builds
community and allows stories
of hope to continue to be told.
Fundraising Cards2
A card with an inspirational
story to encourage individuals
to donate to Liberty
Resources and support a
Consumer transition to living
independently.
Liberty Cards1
A simple booklet of the
step-by-step process for a
Consumer to transition out of a
nursing facility.
iPad Application3
An accessible tool used for
Advocates to use when visiting
a Consumer. It includes a map
of the process and stories of
hope to share with Consumers.
Come. Listen. Respond.5
A tool to test the general
public’s responses to stories,
as a way to prototype different
stories to eventually be told to
WHYY.
62 | Point of entry
To manifest our proposal to design storytelling as a tool for change, we developed five
different prototypes to address the variety of interactions between Liberty Resources and
the internal and external stakeholders. The prototypes were: the community storybook, the
Come. Listen. Respond. stand, iPad application, Liberty Cards and Fundraiser Cards. We
rapidly mocked-up the products with simple materials and created scenarios to demonstrate
the proposed services to allow our client to mentally model how they may be implemented. At
the meeting, we allowed the client to experience the prototype as we explained the research
applied, the interactions it addressed and the production and distribution methods we
envisioned. In the construction of these prototypes, we considered many design constraints
that focused on the various needs of people with disabilities, the limited resources of money,
time and support staff, and the realistic production and distribution channels available.
Additionally, to further communicate one of our more conceptual prototypes–the Come.
Listen. Respond. stand–we played a time-lapsed video to show how we tested the prototype
among the user group. Reflecting on our presentation, we could have better facilitated the
feedback we were receiving from the client. This would have allowed for more informed “next
steps.”
Initial Prototype Client Presentation
“Reflecting on our presentation, we could have better facilitated the feedback we were receiving from the client. This would have allowed for more informed ‘next steps.’”
By allowing our client to experience the prototypes we had constructed, we were able to observe and reveal some unanticipated issues.
To help the clients imagine how the prototypes or services we were proposing could be feasible, we talked through possible scenarios of use.
In order to communicate one of our more conceptual ideas, we created a time-lapsed video of the prototype being tested with real people, in a real environment.
scenarIos
tIme-laPsed vIdeo
exPerIence PrototyPe
Point of entry | 63
67 Section 1 | Further Developed Prototype: Liberty Cards
77 Section 2 | Further Developed Prototype: Fundraising Card
83 Section 3 | Conceptual Prototype: iPad Application
89 Section 4 | Conceptual Prototype: Community Storybook
93 Section 5 | Conceptual Prototype: Come. Listen. Respond.
Prototype + Test
04
This simple booklet shares the step-by-step process and assists the Consumer to transition
out of a nursing facility and live independently in the community.
Further Developed Prototype: Liberty Cards1
ConSumERadvoCaTE
68 | Prototype + test
While focusing on the nursing home transition process at Liberty Resources, we quickly
realized the complexity and extent of the steps needed to complete the transition. To create
a better understanding and test some of the assumptions we had been making, we decided
to facilitate a participatory design experience with our clients, Norma and Nancy. To make
sense of this complex process, we used the physical design method of card sorting to show
chronology and causality. Making this process visual and external encouraged us to zoom in
and out to see the big picture as well as begin to distinguish smaller phases and categories
that encompassed certain sets of steps. The result of our exercise took the form of a flow
diagram that modeled how the most common Consumer would step through the transition
process. This information was then transferred to our Liberty Cards prototype where it took
the form of “what you need to complete this step,” and “how to complete this step.” This
instructional writing would not have been accessible from an information perspective if we
had not simplified it to the point we did. Reflecting on our participatory design experience, it
was very successful. Additional opportunities for inclusion of the client in the process were
not fully utilized, and now, we are able to see the benefit in interactions of that nature.
Liberty Card Content Co-creation with Client
“The transition process is an ill-structured problem for Liberty Resources, and to make sense of it we used the method of card sorting to simplify the complexity.”
By engaging in a participatory design experience with our client, we were able to co-create an artifact for us to reference when prototyping.
Visually representing the complex nursing home transition process allowed us to see the flow of the Consumer and the information through the many steps.
co-creatIon
flow dIaGrammInG
Prototype + test | 69
70 | Prototype + test
Based on the research we had, we found that the Consumers in nursing facilities easily got
lost in the complex transition process, and many of them didn’t have family support, which
eliminated their hopes of moving out.
Group brainstorm about the construction of Liberty Cards.
Liberty Cards: Design Opportunity1
Prototype + test | 71
In order to meet the immediate needs of speeding up the transition process at Liberty
Resources, we designed the Liberty Cards as a tangible tool, which can provide the
Consumers in nursing facilities with the first six steps of identities gathering which they would
go through in the transition process. It seems that the Liberty Cards are the most feasible
prototype that Liberty Resources can produce at a low cost and distribute to the Consumers
effectively and quickly.
Liberty Cards: Concept1
72 | Prototype + test
Design versions for Consumers with different limitations.
Considering the physical limitations of the audience, we tried out different structures of our
prototypes, for instance:
∞ Lamination–Recycled in production, lower cost
∞ Binding ring–Maybe more feasible to the Consumers with hand disabilities
Liberty Cards: Development1
Prototype + test | 73
Construction Process of the laminated version of Liberty Cards.
After we identified the budget issue at Liberty Resources, the Liberty Cards were designed
half the size of normal print paper, allowing the staff at Liberty Resources to easily print and
cut. Meanwhile, we made all the content in black and white so as to minimize the cost of
production.
We came up with the idea of setting up a phone line so that Consumers could respond with
their feedback on the prototype we built.
Liberty Cards: Production + Distribution1
74 | Prototype + test
Group testing out the Liberty Cards with Advocates in an Advocate meeting at Liberty Resources.
Observing and interviewing the users while they experienced the prototypes provided valuable feedback for us to use as we refined the designs.
exPerIence PrototyPe
Prototype + test | 75
From our observation in the advocacy meeting, we found and concluded the pros and cons
of the different construction forms of the Liberty Cards. For instance, in some version, cards
easily fell to the floor. In other versions, it was difficult to turn the pages, and bound pages
were too loose to control.
Liberty Cards: User Feedback1
By repeating the process of rapid prototyping and testing we were able to reach a version of the Liberty Cards that best fit the users’ needs.
Iterate
LIbERTy RESouRCES GEnERaL PubLIC
A card with an inspirational story to encourage individuals to donate to Liberty Resources and
support a Consumer transition to living independently.
Further Developed Prototype: Fundraising Cards2
78 | Prototype + test
The QR code version of Fundraising Cards prototype and the packaging for the audio player version.
We found there was an opportunity to make the use of the powerful stories told by Advocates
and Consumers so as to raise fund for our client, Liberty Resources. However, the previous
fundraising effort was based on sending out a letter or book containing a paragraph of text
about what Liberty Resources was doing or how they were addressing the issues they were
dealing with, which didn’t seem to affect much influence on the general public.
Fundraising Cards: Design Opportunity2
Prototype + test | 79
The idea of the Fundraising Card is to collect more funding for Liberty Resources by
distributing the stories of someone who has gone through the process. For instance,
someone who has conquered the process and managed to escape a nursing facility, or
someone who is still in the middle of the process, working towards becoming independent.
Their stories about how they have overcome the entire transition process is a means to give
their voice some weight in terms of showing the struggles they encountered. It is a way to
engage someone who has disposable income and can intervene in aiding Liberty Resources,
fighting for the rights of the individuals to live independently in the community.
Fundraising Cards: Concept2
Testing the Fundraising Cards at MiD Studio.
80 | Prototype + test
The audio player electronics.
Fundraising Cards: Development2
Based on the target audience of the Fundraising Cards prototype, the general public, we
designed two versions of the cards, which include an electronic recorder as well as a QR
code card so that they can meet the various needs of different audiences.
Conceptual Prototype: iPad Application
The iPad Application is an accessible tool for Advocates to use when visiting Consumers.
It includes a map of the process and stories of hope to share with Consumers.
3
ConSumERConSumER
ConSumERadvoCaTE
LIbERTy RESouRCESConSumER
84 | Prototype + test
Sketching the wireframe of iPad Application.
iPad Application: Design Opportunity3
The problems that we found in the current Advocacy System can be addressed in two
aspects; On one hand, all Advocates in the system possess different levels of physical or
mental limitations. That said, based on various disabilities, each individual developed his or
her own habit of documentation for the Consumers.
On the other hand, in terms of communication and coordination, the current system at Liberty
Resources seems really outdated, very much paper based, and unsystematic. For example,
a large quantity of the paperwork often gets piled and easily missed by the coordinator;
The director of the transition process assigns the new Consumers based on only a piece
of paper, which prevented Consumers from being consistent with their own documentation
tools(notebooks, cell phones, etc.)
Prototype + test | 85
Building layout on Consumer’s data in transition process at MiD Studio.
iPad Application: Concept3
The content and function of the application would contain the solid steps of transition for the
Advocates to keep track of the Consumers’ current situation in the transition map. What’s
more, it offers a way of interaction between the Advocates and the Consumers, as well as
the Advocates and the other members in the Advocacy System, allowing the Advocates to
exchange complete information for all Consumers at Liberty Resources. Also, it provides
a progressive context in the interaction that enables the Advocates to share and pass on
hopeful stories to the Consumers who may be stuck in the middle of a certain step in the
transition process.
86 | Prototype + test
Based on the target audience of the project, the Advocates at Liberty Resources, we
designed the layout of an iPad Application, which can allow the Advocates to efficiently
organize their Consumer documents, as well as digitize and share the database of current
Consumers.
Layout design of the iPad Application and Group discussion on iPad Application idea.
The Road to Independence
Consumers You Are Helping With
Other Consumers
HOPES LOG OUT ?
Consumers in Community
Consumers in Transition Specialized Services
Transitioning Services
Social worker calls LRI about
a potential consumer
Display interest in moving out
and name added to MDS
MDS list sent to LRI
Major Service Options
Pre-service Process
Multiple options based on specific needs or choice
Major Goals
Map Key
Living in a Nursing Home
Individual calls LRI about
friend or family member
Community advocate to
nursing home
Name placed on wait list
because litttle staff
Want nothing to do with LRI
Non-LRI Services and Agencies
HousingFound
Already have housing
Philadelphia Housing Authority
Housing AdvocacyThe Starting Point
MDS list sent to Individual calls LRI about
friend or family
Next Time to Meet Sim:2011.11.13 Monday
The Road to Independence
Consumers You Are Helping With
Other Consumers
HOPES LOG OUT ?
Consumers in Community
Consumers in Transition Specialized Services
Transitioning Services
Social worker calls LRI about
a potential consumer
Display interest in moving out
and name added to MDS
MDS list sent to LRI
Major Service Options
Pre-service Process
Multiple options based on specific needs or choice
Major Goals
Map Key
Living in a Nursing Home
Individual calls LRI about
friend or family member
Community advocate to
nursing home
Want nothing to do with LRI
Non-LRI Services and Agencies
HousingFound
Already have housing
Philadelphia Housing Authority
Housing AdvocacyThe Starting Point
Name placed on wait list
because little staff
05:08 07:32
Individual calls LRI about
friend or family member
Ken Robinson
Gloria Kolata
Tim Arango
Frank Johnson
Sue Smith
iPad Application: Development3
The Community Storybook is a book of stories to be passed between Consumers that builds
community and allows stories of hope to continue to be told.
Conceptual Prototype: Community Storybook4
ConSumERConSumER
90 | Prototype + test
Electronic items in the Community Storybook.
Realizing that a lot of Consumers are by themselves throughout the process in nursing
facilities, we found that the Consumers had a lot of confusion about what was going on
in the transition process. Additionally, most Consumers were hesitant and lacked hope of
moving out because of their long experience living in nursing facilities. They don’t know
what the outside world looks like as well as not knowing what to hang on to continue the
complicated long process.
Community Storybook: Design Opportunity4
Prototype + test | 91
Testing out the prototype at MiD Studio.
The idea behind the Community Storybook is about providing people with the opportunity to
hear the stories of what happened with the individuals. The storybook enables Consumers
stories to be shared when one-on-one engagement is not possible, creating a sense of
community around the object, transporting previous Consumer’s struggles and experiences
in the transition process to the new Consumer. The Community Storybook is able to carry
someone’s story to someone else who might be going through exactly the same process,
conveying hope and encouragement to the new Consumers.
The Community Storybook empowers the individuals to recognize that there are other people
who have been through this terrible process, and have been successful. On the other hand,
the new Consumer is able to record the his or her own story which can encourage the other
Consumers afterwards. The ability to record new success stories creates the value of the
individual’s story, documents what the Consumer has been through, and encourages others
to do the same.
Community Storybook: Concept4
Come. Listen. Respond. is a tool to test the general public’s responses to stories, as a way to
choose and edit stories to eventually be told to WHYY.
Conceptual Prototype: Come. Listen. Respond.
LIbERTy RESouRCES GovERnmEnT
LIbERTy RESouRCES GEnERaL PubLIC
5
94 | Prototype + test
A man in a wheelchair couldn’t reach our stand prototype.
After interviewing several Consumers and collecting many stories, the Group felt that we had
so much raw data that we didn’t know how to test our assumptions about how the public
would respond to one of the stories we had recorded. Hence, we used simple shop materials
and electronics to construct the stand for the Come. Listen. Respond. prototype and went
out into the real world and test it out in the Rittenhouse Square in Philadelphia. While in the
process, we encountered a humbling moment: a man in a wheelchair came by the stand and
was not able to reach the headphones.
Come. Listen. Respond.: Design Opportunity5
Prototype + test | 95
The goal of this rapid prototype is to test the stories to see what story content would elicit a
response from the general public. It’s a process of observation about how an audience in one
of our identified interactions would react to storytelling and content in the story.
Our record contains an edited interview from one of the Consumers who had horrible
experience with her physical disabilities and tried her best to move on and begin to live
a positive life. We packaged the story based on our consideration of how to inform what
resonates with our audience, the government and general public.
Preparation and construction of prototype stand.
“Reflecting on our the prototype of Come. Listen. Respond., we could have better constructed our prototype, which did not even accommodate people with disabilities. We were still unaware of our clients.”
Come. Listen. Respond.: Concept5
96 Section 1 | Final Client Presentation to Key Executives
Final Presentation + Feedback
05
98 | final Presentation + feedback
As our semester came to a close, we presented our final findings, prototypes and
recommendations to the key executives at Liberty Resources. The majority of the audience
had not been exposed to our collaboration prior to the meeting and the presentation
required a holistic, research to recommendation structure that clearly communicated our
role as Designers. By including both methods and processes with actual findings and
recommendations, we were able to expose our unique process to demonstrate how the
design methods and tools led us to our innovative concepts. Although this explanation of our
process was effective in communicating how we worked over the semester, it could have
been better employed as “transformative design” over the course of the semester. With more
emphasis placed on co-creating with our clients, we could have provided them with the skills
and tool kit necessary to employ design methods in their internal processes. Some of the
main tools we used in the final presentation to convey our ideas were: stakeholder mapping,
scenario building, and storytelling. All three of these tactics aided our communication by
helping the audience members to mentally model the ways in which our proposed prototypes
and recommendations could provide value and fulfill the unmet needs we had identified.
Following the presentation, there was a positive and excited response from the key executives.
This energy from the audience ignited a brainstorming of additional innovative ideas, and
extracted varying perspectives and feedback from the different internal departments present
at the meeting.
Final Client Presentation to Key Executives
Our research findings and prototypes excited a brainstorming session of innovation following our presentation–we had created a space for creativity.
By communicating the various stakeholder interactions in the form of a stakeholder map, we were able to create understanding more quickly.
To illustrate our prototypes and how they could be used in the future, we created scenarios featuring the different stakeholder interactions.
scenarIos
To model how storytelling can be used as a tool for change, we used our own storytelling in the presentation.
storytellInG
stakeholder maP
final Presentation + feedback | 99
“It would be great to extend this educational material and fundraising into the social media world–like on Facebook and Twitter.”
“What about a virtual advocacy kiosk? We could incorporate our social media as well as the ability to send a letter to your congressman, right then and there.”
“I would love to have the fundraising card to hand out at conferences. If there is something I can play with on my desk, I am much more likely to pick it up, look at it and do something with it.”
“This is all great. I would love to see the community storybook developed–it is so simple and easy to use.”
106 Appendix A | Design Toolkit
109 Appendix B | Key Terms
110 Appendix C | References
appendices
a
106 | appendices
Research Tools
Activity Analysis
Studying in detail all tasks, actions, objects,
performers and interactions involved in a
process.
Cognitive Task Analysis
List and summarize all of a user’s sensory
inputs, decision points and actions to identify
potential bottlenecks where errors may occur.
Contextual Interview
Conducted in the environment, or context, in
which the service process occurs allowing
interviewer to both observe and probe the
behavior they are interested in.
Cultural Probes
Information gathering packages based
around the principle of user participation via
self-documentation that reveal perceptions
and behaviors within or across cultures.
Draw the experience
Asking participants to visualize an experience
through drawing and diagramming which can
debunk assumptions and reveal how people
conceive of and order their experiences or
activities.
Empathy Tools
Create tools that alter your experience to
understand the abilities of different users.
Ethnography
A form of qualitative research that requires
immersion in the natural contexts upon which
work, play or culture are experienced.
Extreme User Interview
Identify individuals who are extremely familiar
or completely unfamiliar with the product
or system and ask them to evaluate their
experience with it.
Guided Tours
Asking participants to lead a guided tour of
the project-relevant spaces and activities
they experience to help them recall their
intentions and values.
Personal Inventory
Document the things that people identify as
important to them to catalog evidence of their
lifestyles.
Secondary Research
Supportive information including published
articles, papers and other pertinent
documents to develop an informed point of
view on design issues.
Shadowing
Involves researchers immersing themselves
in the lives of people in order to observe day-
to-day routines, interactions and contexts.
appendices | 107
Research Tools (Cont.)
Time Lapsed Video
Recording movements in a space over an
extended period of time to be later viewed
at an increased speed. This provides an
objective, longitudinal view of activity within a
context.
Unfocus Group
Assemble a diverse group of individuals to
encourage rich, creative, and divergent.
Synthesis Tools
Affinity Diagram
A method of data organization intended
to define categories based on likeness of
information.
Card Sort
Asking people to organize cards spatially, in
ways that make sense to them, revealing
expectations and priorities about intended
functions.
Concept Map
Graphical method for organizing and
representing knowledge supporting
meaningful learning through associative and
hierarchical connection forming.
Customer Journey Map
A structured visualization of a users
experience with a system.
Flow Diagramming
Visually representing the flow of information
or activity through all phases of a system or
process.
Mental model
A cognitive representation and simplification
of a complex system.
Personas
Fictional profiles developed as a way of
representing a particular group based on
their shared interests.
Social Network Mapping
Discovering different kinds of social
relationships within a user group and map
the network of their interactions.
Stakeholder Map
A visual or physical representation of the
various groups involved with a particular
service.
Zoom Out
A method for understanding and visualizing
the larger system of people, products,
services and environments within which a
particular design exists.
108 | appendices
Prototype + Test Tools
Co-creation
Engaging people with different backgrounds
and roles to work corroboratively as part
of the same team, in order to examine and
innovate a given experience.
Experience Prototype
Simulation of the experience using the
product revealing unanticipated issues or
needs.
Role Playing
Identify the stakeholders involved in the
design problem and assign those roles to
members of the team for them to enact
activities within a real or imagined context.
Scenarios
Illustrate a story line describing the context of
use for a product or service.
Storyboarding
A series of drawing or pictures that visualize
a particular sequence of events.
Storytelling
A method for sharing insights and new
concepts through the use of compelling
narratives.
appendices | 109
Advocate
Person with disabilities living in the community, who provides services and mentally supports
to the Consumers with their transition process.
Consumer
Person with disabilities in the transition process from the nursing facility to the community.
Key Terms
110 | appendices
“Accessible, Affordable, Integrated Housing.” ADAPT: ADAPT’S Platform. Web. 24 Sept. 2011.
<http://www.adapt.org/housing/platform>.
“ADA Bathroom Design Guidelines.” Wheel Chair and Mobility Resource Guide... Live More
Independently. Web. 24 Sept. 2011. <http://www.mobility-advisor.com/ada-bathroom.html>.
“ADA Home Page - Ada.gov - Information and Technical Assistance on the Americans with
Disabilities Act.” ADA Home Page. Web. 19 Sept. 2011. <http://www.ada.gov/>.
“Americans with Disabilities Act of 1990.” Wikipedia. Wikimedia Foundation. Web. 19 Sept.
2011. <http://en.wikipedia.org/wiki/Americans_with_Disabilities_Act_of_1990>.
“Benefits.gov - Pennsylvania Medicaid Program.” Benefits.gov. Web.
11 Apr. 2012. <http://www.benefits.gov/benefits/benefit-details/1148>.
“Disability Resources.” U.S. Department of Labor. Web. 19 Sept. 2011. <http://www.dol.gov/
dol/topic/disability/ada.htm>.
“Fair Housing Accessibility FIRST.” Fair Housing Accessibility FIRST. Web. 24 Sept. 2011.
<http://www.fairhousingfirst.org/>.
“Home.” Home. Web. 11 Apr. 2012. <http://www.dpw.state.pa.us/>.
References
appendices | 111
“Houston Handicap Wheelchair Accessible Home Construction, Handicapped Home
Modifications and Remodeling in Houston, Texas Can Make Life Easier for the Elderly and
People with Disabilities.” Home Changes. Web. 24 Sept. 2011. <http://www.adaptiveaccess.
com/home_changes.php>.
Kane, R. L., and B. Friedman. “State Variations in Medicare
Expenditures.” American Journal of Public Health 87.10 (1997):
1611-619. Print.
“National Council on Disability.” National Council on Disability. Web. 19 Sept. 2011. <http://
www.ncd.gov/>.
“Philadelphia’s Accessibility Compliance Office - Welcome.” Document Moved. Web. 24 Sept.
2011. <http://www.phila.gov/mcpd/>.