barsha saikia
Designing a possible service for the Covid-19 mass vaccination drive in Bangalore
Keywords
User research
Service blueprint
User scenarios
Story boarding
Ideation
Brief
As a service design practitioner you have been hired by an agency to work with government healthcare ecosystem in Bangalore to roll out a mass vaccination program.
Problem Statement: The number and type of people that need to get vaccinated is vast. Urgency, priority and trust are some of the many factors that will come into play as this program goes into implementation.
Task: The agency needs your inputs to craft the journey of this program. Study and come up with your findings on validating the problem statement. Explore and detail out the current scenarios through customer journey maps, pain points and potential to-be scenarios to solve the problem with clear recommendations
Deliverables:
1. A small presentation (3 - 4 slides) explaining the research and design process with your insights.
2. Customer journey maps, pain points/observations, assumptions/hypotheses
3. Visual representation of to-be scenarios, storyboards
Approach
Secondary research
1
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Covid drive guidelines
-
Polio drive case study
-
Covid registration websites design audit
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Technological developments for vaccination related
Primary research
2
-
Interviews with Bangalore locals
-
Interviews with experts-
Doctors
Health department head
-
Ideation
4
-
Storyboarding
-
Scenario mapping
-
Brainstorming
Deliverables
5
-
Recommendations
-
Service blueprint
-
Prototype
Analysis
3
-
Insights
-
User archetypes
-
Gaps, opportunities
Dissecting the problem
-
The problem is three folds :
Understanding the perspective of the vaccinators
Understanding the perspective of the recipients
Understanding the city of Bangalore
Some interesting finds from secondary research
Pharmaceutical company Pfizer has designed a special box to transport its hoped-for vaccine. The boxes, roughly the size of a large cooler, will hold a couple of hundred glass vials, each containing 10 to 20 doses of vaccine.
Pulse Polio campaign set up vaccination booths in central locations such as train station, Panchayat Bhawan and parks; arranged cold storage to ensure a steady supply of vaccine to booths; and widely advertised the date and place of vaccination, often via popular film actors.
The U.S. Centers for Disease Control and Prevention is backing a smartphone-based system, called V-Safe, that can conduct health checks on vaccine recipients through text messages
In Japan, Korea and Australia, the vaccine will be administered like the way they administer other vaccines- through mandatory prior vaccine records of people.
Every session will be managed by a 5 membered team with defined responsibilities:
Vaccination officer 1 - Pre-checking of registration, safety and security
Vaccination officer 2 - verification of documents in the CO-WIN system
Vaccination officer 2 - Vaccinator : injecting the vaccination
Vaccination officer 2 - Crowd management
Designing the research
Analysis : User Archetypes
Story boarding a typical journey of a person going to get vaccinated
Potential scenario mapping
THE CARELESSNESS
After getting vaccinated, the vaccinated people becoming more careless and hence making the non-vaccinated crowd more careless & rash
THE TRANSPARENCY
Behaviour of ‘influential’ people to beat the system and finding ways to get vaccinated first.
THE FORGETFULNESS
Many people not realising it’s a two dose vaccine and forgetting or not caring to take second dose
THE INSPIRATION
In order to have their surroundings secure and possibility of returning to normalcy, more and more people inspiring close aids to get vaccinated
Shaping the solution
A service built to address the emerging issues and themes around the vaccination drive is built, focusing on the three major dimensions addressed and how to tackle each through this service.
Dealing with the potential issues
How to remove misconceptions and misinformation
How to take care of negative post vaccination behaviour like carelessness and prejudices
How to bring people to actively participate and help others
Ideation
Exploring the C.A.R.E model
C
Care
C
A
Accessibility
Responsiveness
R
Expansiveness
E
Creating memorable and tangible experience around helping others in the form of social media validation, caring for the society.
Magic
M
C
P
Core
Periphery
To provide an Accessible and Responsive model of service to care for the overall well-being of people.
To care for people’s well-being.
Motivating, influencing, helping everyone around. Designing appropriate messages, modes of communication, digital experiences, touch-free interfaces for safety.
Shaping the service blueprint
Recommendations
Information verifying teams for fact checking and authorized information passing.
Covid digital pass for vaccinated people
Touch-free system design for health workers -
All-in-one system design for monitoring activities involving vaccination process : update on availability of vaccine, waste disposal tracking, live count of patients, issues and complaints.
Using thought leaders as influencers in message design.
Post-vaccination toolkit for vaccinated people : tips, precautions, helpline, application for updates.