Mapping Insulin Pump Ordering Process
Mapping Insulin Pump Ordering Process
Co-design with Diverse Stakeholders: Understanding the Insulin Pump Acquisition Process at OSU Wexner Medical Center
Co-design with Diverse Stakeholders: Understanding the Insulin Pump Acquisition Process at OSU Wexner Medical Center
ROLE
Co-design facilitation, Research, Analysis, Presentation, Toolkit design
METHODOLOGIES
Co-design Workshops | Card Sorting | Perception Mapping | Qualitative and Quantitative Analysis
PROJECT TYPE
UX Research | Service Mapping |Generative Research
OUTCOME
Current and Aspirational Service Map | Toolkit Adaptable for Future Researh
COLLOBORATORS
Registered Nurse | Integrated Systems Engineering | Clinical Applications Analyst
May Mallahzadeh ⏤ 2024
May Mallahzadeh ⏤ 2024
Long Story Short
Long Story Short
This project focused on transforming a vague and unclear process into a collectively mapped, understandable version for all stakeholders.
This project focused on transforming a vague and unclear process into a collectively mapped, understandable version for all stakeholders.
This project began with a nurse's attempt to sketch the fuzzy process of obtaining an insulin pump at Wexner Medical Center.
This project began with a nurse's attempt to sketch the fuzzy process of obtaining an insulin pump at Wexner Medical Center.
Through co-designing with various stakeholders, we successfully mapped out all the steps, challenges, and limitations clearly.
Through co-designing with various stakeholders, we successfully mapped out all the steps, challenges, and limitations clearly.
Problem?
Problem?
Through this project, our group worked to better understand and define the steps of ordering an insulin pump for a diabetic patient and identify what actions are required from each ‘key player’ to complete the device ordering process. Multiple different parties are involved including the insurance company, a diabetes technology company, third party distributor, provider, pharmacy, and patient. The miscommunication can lead to patients not getting their supplies in a timely manner which corresponds to health issues and complications.
Through this project, our group worked to better understand and define the steps of ordering an insulin pump for a diabetic patient and identify what actions are required from each ‘key player’ to complete the device ordering process. Multiple different parties are involved including the insurance company, a diabetes technology company, third party distributor, provider, pharmacy, and patient. The miscommunication can lead to patients not getting their supplies in a timely manner which corresponds to health issues and complications.
Framing
Framing
Framing
Typical Design Process
Typical Design Process
Typical Design Process
Discovery
Discovery
Our Project Space
Our Project Space
Evaluation
Evaluation
Prototyping
Prototyping
Launch
Launch
Ideation
Ideation
Why did we approach the problem with co-design?
Why did we approach the problem with co-design?
We chose co-design to address the problem because we wanted to understand and map out a complicated system that people struggled to visualize. By facilitating in-depth, interactive discussions, we enabled stakeholders to Collectively map out the complex process in the most detailed and comprehensible way possible.
We chose co-design to address the problem because we wanted to understand and map out a complicated system that people struggled to visualize. By facilitating in-depth, interactive discussions, we enabled stakeholders to Collectively map out the complex process in the most detailed and comprehensible way possible.
Participants
Participants
Inpatient diabetes
Nurse practitioner; T1D
Inpatient diabetes
Nurse practitioner; T1D
Endocrinologist
Diabetes researcher; T1D
Endocrinologist
Diabetes researcher; T1D
Endocrinology nurse
practitioner; T1D
Endocrinology nurse
practitioner; T1D
23 yr Female; T1D
Uses Omnipod pump
and Dexom CGM
22 yr Male; T1D
Uses Animas pump
Used Dexom CGM in past
22 yr Male; T1D
Uses Animas pump
Used Dexom CGM in past
Medical assistant
Medical assistant
Providers
Providers
Patient
Patient
Office Staff
Office Staff
Discovery
Discovery
Each co-design session informed the subsequent one.
Each co-design session informed the subsequent one.
Framing
Framing
Let’s Zoom in
Launch
Pilot
Pilot
Pilot
Co-design 1
Co-design 1
Co-design 1
Co-design 2
Co-design 2
Co-design 2
Co-design 3
Co-design 3
Co-design 3
Each co-design session informed the subsequent one.
Discovery
Co-design Workshops Process
Co-design Workshops Process
Co-Design Workshops Walkthrough
Co-Design Workshops Walkthrough
Description of All Four Steps
Card Sorting
Goal: Warm-up | Simplify process | Structure information | Identify understanding
Goal: Warm-up | Simplify process | Structure information | Identify understanding
1.
Our first step was card sorting. Participants received cards used in creating the timeline and sorted them into three piles: involved in the process, aware but not involved, and not aware. This familiarized participants with the cards and the timeline creation process. Using a “think out loud” method, participants shared their thoughts, opinions, and personal experiences, providing valuable insights into each step of the insulin pump ordering process.
Our first step was card sorting. Participants received cards used in creating the timeline and sorted them into three piles: involved in the process, aware but not involved, and not aware. This familiarized participants with the cards and the timeline creation process. Using a “think out loud” method, participants shared their thoughts, opinions, and personal experiences, providing valuable insights into each step of the insulin pump ordering process.
Our first step was card sorting. Participants received cards used in creating the timeline and sorted them into three piles: involved in the process, aware but not involved, and not aware. This familiarized participants with the cards and the timeline creation process. Using a “think out loud” method, participants shared their thoughts, opinions, and personal experiences, providing valuable insights into each step of the insulin pump ordering process.
Goal: Warm-up | Simplify process | Structure information | Identify understanding
In the second step, we created a timeline. We piloted our initial timeline with a Nurse Practitioner with type 1 diabetes, allowing us to validate and adjust the card order. Participants were then given a large sheet with taped cards and asked to arrange them to best represent the insulin pump ordering process. They could move, annotate, discard, or add cards as needed.
In the second step, we created a timeline. We piloted our initial timeline with a Nurse Practitioner with type 1 diabetes, allowing us to validate and adjust the card order. Participants were then given a large sheet with taped cards and asked to arrange them to best represent the insulin pump ordering process. They could move, annotate, discard, or add cards as needed.
Timeline Creation
Goal: Simplify process | Structure information | Start the conversation | Map out the process
2.
Perception Mapping
Goal: Capture individuals' actions, feelings, perceptions, and mindset, including positive, negative, and neutral moments, as they interact with a multi-channel service over time
3.
Our third step utilized was perception mapping in which we measured perceptions of participants and identified pain points. Each card was colored red and green with the intent of highlighting issues using the red part of the card and identifying efficient processes with the green side of the card. While placing the cards on the timeline, participants were asked to fold the cards depending on their feelings about the process.
Our third step utilized was perception mapping in which we measured perceptions of participants and identified pain points. Each card was colored red and green with the intent of highlighting issues using the red part of the card and identifying efficient processes with the green side of the card. While placing the cards on the timeline, participants were asked to fold the cards depending on their feelings about the process.
Stakeholder identification
Goal: Identify stakeholders’ involvement | Provide more opportunities to discuss challenges and barrier
4.
In our final step of stakeholder identification, participants placed icons representing the involved parties (e.g., provider, office staff, educator, company [insurance company, 3rd party distributor, pharmacy, technology company], patient) beside the tasks (cards) to indicate which stakeholders were involved in the process.
In our final step of stakeholder identification, participants placed icons representing the involved parties (e.g., provider, office staff, educator, company [insurance company, 3rd party distributor, pharmacy, technology company], patient) beside the tasks (cards) to indicate which stakeholders were involved in the process.
Goal: Identify stakeholders’ involvement | Provide more opportunities to discuss challenges and barrier
Analysis
Analysis
In our comprehensive analysis, we used both quantitative and qualitative methods. We categorized similar cards from the timeline into themes, identifying pain points and formulating recommendations. We also conducted a deductive-dominant thematic analysis of participant transcripts. This combined approach resulted in the creation of the aspirational map. The themes, associated cards, and pain points are as follows:
In our comprehensive analysis, we used both quantitative and qualitative methods. We categorized similar cards from the timeline into themes, identifying pain points and formulating recommendations. We also conducted a deductive-dominant thematic analysis of participant transcripts. This combined approach resulted in the creation of the aspirational map. The themes, associated cards, and pain points are as follows:
Click on this presentation to walk you through the final analysis and findings of our workshops:
Click on this presentation to walk you through the final analysis and findings of our workshops:
Eventually, we created an aspirational map point and share our findings to OSUWMC Diabetes Education team to imply our findings in their process as possible.
Eventually, we created an aspirational map point and share our findings to OSUWMC Diabetes Education team to imply our findings in their process as possible.
Our findings and recommendations sparked a conversation within the medical center to streamline this process and enhance communication, leading to better patient care. The project and its processes were handed over to the diabetes education team for further investigation and potential implementation of solutions.
Our findings and recommendations sparked a conversation within the medical center to streamline this process and enhance communication, leading to better patient care. The project and its processes were handed over to the diabetes education team for further investigation and potential implementation of solutions.
Result
Result