Table of Contents

Project 1: PainPal - Speculative Design

Pages 1 - 6

Portfolio Project 2: Below - Ser vice Design

Pages 7 - 12

Selected Samples by Jinnan Chen

Project 3: The Burke App - Interaction Design

Pages 13 - 17
1

Discover: / Background The Bio-psychosocial Model of Pain

The Invisible Killer Chronic pain is one of the most common disabilities in the world,
yet it is also one of the most easily overlooked disabilities. It is also
one of the most common reasons adults seek for the health cares.
There is an opportunity for us, a group of designers, to look at this
wicked problem and trying to figure out a way to both educate and
help patient to manage this disability.
One of the model for chronic pain is that pain and disability are a
multidimensional, dynamic integration among physiological, psy-
chological, and social factors that reciprocally influence one another.
There are 3 major factors for the cause of chronic pain.
Biological
PAIN
Psychological

Desktop Research
>Chronic Pain
Affective Factors
Super-morbid psychological dysfunction represents a risk factor for the
Patient Demographic Social
future development of numerous chronic pain conditions.
It is known that chronic pain will cause mental dysfunction , but the mental
dysfunction will sometimes cause chronic pain as well.

10% 25% 20% 30%

10% of people globally 1 in 4 people suffer 1 in 5 US adults 1 in 3 adults over 65

are affected by chronic from chronic pain in experience report suffering from
pain. developing countries chronic pain chronic pain.

Psychological and Physical Trauma

Pain Distribution Increasing evidence suggests an link between psychological trauma and
Lower back pain is one of the most common physical trauma to chronic pain.
issues in chronic pain patient, as the spine is
extremely susceptible to injuries and scar-
15%
Severe headaches or
ring of the nerves. migraine pain

Another common cause of chronic pain is 15%

Neck pain
cancer. Most cancer have pain as a symp-
toms and the cancer treatment itself can be
extremely painful.
5% 27%
Facial pain
Lower back pain
Social and Interpersonal Factors
Social and interpersonal factors will not only effect patient’s mental states,
it will directly effect their health outcome as well.
 
 
 
Other Effects of Chronic Pain
Other than the obvious effects of chronic pain, there are many side effects that come
with it. Most of those side effects are as harmful to the patient as the pain itself.

Over an 11-year time frame, the National

10789 Violent Death Reporting System identified 85% Up to 85% of patients with chronic pain are
Introduction Related Depression affected by severe depression.
that 10,789 of suicides had evidence of
In 2016, an estimated 20.4% of U.S. adults had chronic pain. Suicides chronic pain. Rate
PainPal seamlessly integrates into the daily lives of chronic
pain patients with enhanced at home care.
10.2%
Suicide
Rate
Between 2003 and 2014, the number of
people committing suicide due to chronic
pain rose from 7.4% to 10.2%.
1 In 4
Sleep
Disorder
Nearly 1 in 4 people with chronic pain
have been diagnosed with a sleep disor-
der.
Q “How might we she more light on this huge proportion of the population
with chronic pains, and empower patients through illness empathy?”
2

“Many pain patients have a Fix Me expectation”

Discover: / Context Research
To better tap into the problem space, we did an extensive second hand research with
the help of peer review papers. I organized our finding into two separate space, one
is patient in daily life, another one is patient in healthcare settings.


Chronic pain patients often
miss receiving acknowledge-
ment for the multidimension-
al struggles they face with
their specific conditions.
 

Chronic pain patients face both
passive and active exclusion from
social participation in activities,
like family interactions or work-
place inclusion.
“What are the obstacles chronic pain patients
face daily in different settings? ” 
  
   Discussions about
It is not uncommon that family mem- Insights Insights   analgesics are most
bers, friends, coworkers, and peers start Insights Insights
Self-presentation
during patient-clini-
frequently character-
ized by patient-clini-
to turn away from the chronic pain 
patients or abandon them completely cian interactions plays cian agreement.
Due to the nature of pain being able an important role in When describing pain, there are
in the context of the chronic pain Healthcare applications needs to be intuitive
to communicate the pain efficiently, communication about various method, one of which is
patients’ condition. to use, with minimal colors for patients that 0-10 scale of pain severity. But
and build connections between pain and opioid.  
are hypersensitivity to light. Informations due to the reasons like different
Since studies found that higher levels of patient and their care team is crucial in people perceives pain differently,     
social support are associated with lower should be easily consumable.
pain management. there are still problems with accu- With chronic pain issues being complex
levels of chronic pain, this line of ques-
rately communicating the true and often difficult to alleviate, the health
tioning is often damaging to the
patient.
a r y feelings to the doctor. care providers emphasized the importance
m m of supporting patients in bringing about
behavior change, and that such change

chronic pain patients experience

a lowered ability to keep up with
friends, maintain a job or partake
in social events.
“Pain is always evident to the one bearing
it, but it is not for the one not bearing it”
 
Chronic pain itself is often interpreted
as a personal failure or flaw rather than
a serious medical condition that needs
treatment, help or assistance.
This false understanding of chronic
pain not only becomes another resea-
son why patients do not get the proper
care they needed, but also is another
contributing factor for patients to feel
depressed.
S u could potentially be facilitated through
help in terms of changing focus, habits and
“Healthcare providers daily routines. They stated that this would
require regularity in efforts to bring about
Patients feel isolated, because are missing the whole change if change should be maintained
beyond the course of the treatment.
they lack support from loved ones picture,”
due to lack of education for both

 the patient and the public.
  
Pain medications can solve imme-
 diate pain, but doctor usually sug-  
 
Chronic pain patient tend to move
around in medical care system. The


 
gest building a healthy daily routine current medical records are just
standard forms that doctors will fill  

 
in order to live with chronic pain. in, it does not accurately reflect the
patients’ conditions. Therefore,
A large variety in the extent to which
the health care providers emphasize
each time changing doctors means psychosocial aspects in their clinical
There are no real legal rights that are doctors need to spend time to work with patients.
supporting the chronic pain patients understand patient's situation by
as well. themselves again. Almost all the health providers
agree that acknowledge importance
Since the legal protections are not in Insights of patients taking the lead and
taking an active role in the pain
place, it also further contribites to the
isolation and the misunderstanding Insights Based on psychosocial aspect of pain,
management process.
by people around the patient as well.
patient taking an active role in the pain
Social support in pain management is management process is crucial; they
not just family and friends, but also also need to do physical therapy on
the legal system, public support, and their own as well.
how people perceive pain.

Insights Insights “I wish there was more focus on social aspects. The biopsychosocial in-
The current medical records are just sight that I feel a lot of people claim to have. But in reality it’s often a bio-
Since it is extra demanding/hard for the
“Pain sufferers, their lived experiences are chronic pain patient to maintain social standard forms that doctors will fill in,
it does not accurately reflect the
psychological insight. Or it doesn’t go beyond that. Or it’s actually a
activities, other people’s understand-
marked by isolation, stigma, and exile, even ing towards their suffering become patients’ conditions. bio-bio-bio insight, and then we can talk with the psychologist if we feel
even more important.
from their own bodies.” like it. That kind of thing. ”
3

Discover: / Culture Probe Define Problem Statement

Culture Probe on Chronic Pain Context
To truly emphasize with the chronic pain patients, we need a first hand Pain Communication Tools Medication
What is chronic pain? Chronic pain is not only the
research to better understand their struggles. Because of this, we
designed a culture probe in order to help us to tap into the daily life of
physical pain that the patient will endure, but also the
a chronic pain patient, understand how they feel, and how people social and psychological pain that comes along with
around them feel. More importantly, we want to look into how their pain it. As one of the most common disabilities, chronic
affects their social life and daily routine. pain is also one of the most invisible.

Whether it would be through improved mood or more

Item In the Cultural Probe suitable treatment plan, ultimately, patient would feel less
We found a pain patient who suffered for 5 years, and let them to record pain. This positive loop is great for chronic pain in general. Audience
bits of their life daily. In our cultural probe, we prepared a camera and a Patient
notebook. Every day we asked them to fill out a simple questionnaire. Doctor
There are lack of pain communi- Family / Friends
Every week we did an in-depth interview with the patient, their family Medications are used most com-
and their friends. cation tools which can make diag- monly as one of the main sourc-
nosing and treatment harder. es of pain relief. However, these
also have the most side effects Problem
Conclusion on patient’s health. • Limited and inconsistent processes
• Transitions of care
• Unanticipated consequences


During our exploration, we found that even small
affirmations would go a long way helping the
patients when they were experiencing an episode.
However, loved ones often lacked the education on
chronic pain, and how to help the patient.
• Cost
 
• Lack of education
The current patient history does not provide a holis-
tic view, physicians won’t be able to provide useful • Variation in care
information until they get to know the patient. One • Lack of communication
of the main treatments for chronic pain patients, is
• Complex experience of pain and pain management
routine excercise and pain medication.
• Pain perception and expectations of therapy

Objective
• Improve communication of pain perception between
Patient History
patients and networks (medical and family) .
Pain Relief Products
• Educate patients and their loved ones on living with pain.
• Complete nuanced medical history record.
• Give patient empowerment over health data.
• Gather data in a more seamless and less invasive manner.

When patient are more social, friends
and family will be more engaging, which
help the patient to be in better mood.
When a patient’s description about his pain was more
comprehensive and detailed, doctor was able to give
him a more suitable treatment plans.
There are electronic patient history,
There are abundance of phys-
HMW...?
usually are standard form, which
ical pain relief products, such
are not as useful in dealing with How might we help people living with chronic
as creams, statics, heat etc.
nuanced problem like pain pain manage their pain around the clock and
communicate nuances of pain with their care
team?
4
Develop: / Ideation
Design Principle
Digestible and humanized communication
Inclusive and empathetic education
Holistic and well rounded treatment tracking
Independence for daily living
Simple and minimally-invasive data collection
Innovation
2 2 5 5 5 4 Technology is social before it is technical, this
is way we are trying to use innovative tech in
our design, so our solution would fit in with a
patient’s life more seamlessly.
Problem Solving
For problem solving, we are trying to find a
solution that empowers the patients, specifi-
cally helping them to feel validated. Whether
it is from giving doctors a more holistic view
or from educating patient’s loved ones, or
from letting patients have a better way to
communicate their pain. Empowerment, and
building sympathy towards the patients is
our main goal.
3 3 1 2 3 3
Research & Design Prototype: / Patch
Market
Right now there isn’t a product on the market that is based
on the bio-psychosocial model of pain.
Due to the complex nature of chronic pain, there isn’t a
product to help patients have a systematic approach to
chronic pain management.
Chronic pain itself is a huge market with a direct health
care cost of $261 billion to $300 billion.
Technology Detect physiological signals
emanating from the skin.
Current technologies are mostly focusing on reducing
pain, whether through physical means or with medication.
Pain is subjective to the patient, but there are objective
qualifiers for pain as well.
Patient Octopus-Inspired Wearable Biosensor
We divided pain into two types for patients, perceived
pain and detected pain. Patch Feature
Detected Pain Perceived Pain The patch sticks on, using Octopus-Inspired Wearable Bio- Similar in concept to an ID card, the PainPal sticker has an
Physical pain signals detected Mix of physical and emotional sensations sensors that stick to wet and dry skin. The special knitted antenna that harvests a bit of the incoming RFID energy
Measure neuron’s reaction and firing rate Measures the impact of pain on the pattern that imitates octopus arms allows the patch to from a receiver on the clothing to power its sensors. It then
patient’s life
Keep track of the chronic pain treatment attach using no adhesive for multiple uses of a limited takes readings from the skin and beams them back to the
progress Keep track of medication tolerance and amount of time. nearby battery-powered receiver. This receiver then uses
quality of life
Bluetooth to periodically upload data from the stickers to a
Stanford University engineers have developed a way to smartphone, computer or other permanent storage system.
detect physiological signals emanating from the skin, using
stick-on sensors that beam wireless readings to a receiver The patch would then be incensed in a radio frequency
clipped onto clothing. blocking package that when opened would connect auto-
matically to the phone
Combining these two technologies together, we can have a
If pain medication is the only means to control pain, then
patch that can be used without electricity, directly on the
a patient’s perceived pain will increase as time passes by.
skin and able to stick with no adhesive. The patch uses a
Connection to Select pain
design with a variation of RFID (radio frequency identifica- Start Finish set up
Physical therapy will decrease both perceived and detect- phone via radio region
tion), a technology used to control key-less entry.
ed pain, although it will take longer to take effect
5
Devleop: / Low fidelity Flow Chart StoryBoard
 
1.
Browsing Products
Kelly is at the pharmacy look-
ing for something to help with
her back pain. She came across
the new patch product line and
decides to give it a try
4.
Daily Notification
The next morning, Kelly starts
her day with a notification sug-
gesting her to complete a light
exercise.
Next
7.
    
Care Team Notification
Kelly’s loved ones check up on
her through the app and are
notified when she is having
severe pain.
10.
Daily Reflection
At the end of the day, the
system asks Kelly to reflect on
her pain management and
effectiveness of activities.
This creates a record log of the
pain and date it is accumulated.
2.
Product Set-Up
At home, Kelly gets setup by
applying the patch to her pain
area and syncs it to her phone.
5.
Pain Detected
At noon, Kelly comes back from
a grocery run and feels pain
when lifting groceries. The
system detects the pain and
alerts her on her smart watch
where she will record a memo
about her pain.
8.
Check-Up On Patient
Kelly’s loved ones reach out to
acknowledge her pain and pro-
vide support.
11.
Doctor Check Up
During her next appointment,
Kelly and her doctor review the
holistic pain data together.
3.
Contact Set-Up
Once the Patch is synced, Kelly
enables the system to communicate
with devices of her loved ones.
This gives them the ability to check
in and be aware of her pain level.
6.
Pain Memo
When convenient, Kelly can view
detailed voice memos and pain
history on her phone. The system
also re-evaluates activity sugges-
tions after Kelly encountered pain
9.
Ease The Pain
To cope with the pain, Kelly takes
the system’s new suggestions
and follows tailored breathing
exercises.
12.
Treatment Updates
Kelly’s doctor says she’s doing
well and updates her course of
treatment.
6
Delivery: / Hi-Fidelity Prototype Device Ecosystem
Patch Feature
WEAR TRACK & SHARE CONSULT
Patch Feature
Storyboard + Prototype
PainPal seamlessly integrates into the
daily lives of chronic pain patients with
enhanced at home care. Patients start
by adhering a smart patch to their pain
area. Pain data is recorded around the
clock and a custom treatment plan is
created, adjusted, and updated as the
patient’s pain level varies throughout
the day. When the patch detects pain,
it will notify the patient and ask the
patient to record their activities that
Patch Feature triggered the pain and the level of
suffering they felt. Pain data is commu-
nicated to loved ones who have access,
Patch Feature
Heuristic Evaluation
so the patient and their loved ones can
receive help and resources through a
shared community page. PainPal sees
the correlations over time between
recorded pain level, perceived pain
level, and treatment progress. The
patient can bring this holistic pain data
to their care provider for in-depth
diagnosis or treatment and medication
adjustment. PainPal helps patents and
doctors better understand the multidi-
mensional and subjective nature
behind pain.
7

Discovery: Desktop Research Perfered Ways To Travel Stakeholders Research

Study of 2,000 Americans which found that between
General problem space planes, trains, and automobiles, Americans prefer

Question: What do you wish airplanes could provide during your flight when you’re bored? traveling by plane the least. 73 percent of Americans
On Land
would rather road trip than fly, study says.

BELOW
Passenger/Traveler A traveler on a public or private conveyance other than

the crew.

“A better

environment,
way to look around the plane’s

it could help to see the amazing sunsets,

landscapes, and stars”

external “The long haul flight is always a constant movement in the

seat trying to find a way to sit without pain”

1. Cars Global Distribution
Systems
International companies that established an oligopoly on

the travel market, being a central point of connection

between airlines and distributors.

2. Train
Travel Agent A person engaged in selling and arranging transportation,

accommodations, tours, or trips for travelers.

A N ew I n f l i g h t E x p e r i e n c e
Airport A complex of runways and buildings for the take-off,

landing, and maintenance of civil aircraft, with facilities

for passengers.

3. Plane
“I really wanted to have my virtual reality headset so I “Short educational lectures, like "Learn how to draw
Hotel An establishment providing accommodation, meals, and
could ‘virtually’ be anywhere apart from a small cabin at manga in one flight". Pillowfighting. A gym”
other services for travelers and tourists.
15,000 feet in the air”
Discovery Develop
Start Output

Define Deliver
W hy Roadtrips over Flights?
Best In-Flight Experience
In Air

Introduction
Our goal is to redefine travel by flight through currently focus on taking the traveler from point

emphasizing the journey and not only the A to point B, with nothing in between. We will be
Passenger/Traveler A traveler on a public or private conveyance other than

the crew.
destination. We aim to point out the gradual designing for travelers, tourists and airlines. Our

changes in location through social, cultural, and expected outcome is a commercially viable and
environmental elements in the land below. The non-speculative product for current or
current flight experience lacks the emotions future adaptation.
evoked by journeys taken on car or foot. Flights
You can follow a flexible itinerary
Flight Attendant They are a member of the aircrew aboard commercial flights,
near
many business jets and some government aircraft. They are
primarily responsible for passenger safety and comfort.
The journey is as important as the destination

When you fly to your destination, you’re tense pretty much With road trips, you aren’t really tied to a set schedule,
Pilot/Co-Pilot A person who operates the flying controls of an aircraft.
Teammates My Role the entire way there. Airports aren’t fun for anyone, and you can add pitstops or take them away. You can even Current experiences:
flying is a major source of anxiety for a lot of people. With stay longer at your destination or come home sooner. All Inflight experience Ranked #1: Jetblue

Entertainment SFX Entertainment and any and all of its direct and indirect
Jinnan Chen
Primary & Secondary Research

a road trip, you can relax and have fun along the way. Play you have to do is get into your car and drive. Provider Subsidiaries that are providing for the in-flight entertainment
Annie Xu
Lead Brainstorming Session

road trip games, have some snacks and plan fun pit stops People Jetblue since in general it has more leg
preferred inside the flight.
Other reasons
Wendy Gui Service Design

to pass the time. When you look back, you’ll barely be able room, snacks, beverage, free Wi-Fi, entertainment (movies,
High-Fidelity Prototype
to separate the journey from the destination.
Freedom, music choices, roadside attractions, flexibility Companies that are providing food and drink on the aircraft.
music, TV), comfort + sleep space. Food Provider
8

erview We interviewed 8 people from around the world. They had various experience with Define: ersona P

2 3 4
flight traveling and traveling in general.
Jessica
Casual Traveler
People have no best inflight People on flights feel People want to experience People seek not only the top
experiences in mind, but always disconnected to the journey culture through diverse rated sights but also secret
Age 25

have a worst experience

when they are inflight
going on planes. I feel like even if you
class, the ones where you can fully lay
it will still be uncomfortable. The food is
d”
touchpoints that are meaningful local treasures. Occupation Student
to them. Marital Status In-relationship
“As a kid I was curious about being above “I like learning about different cultures and “Although people may recommend touristy
ground and seeing everything in bird’s-eye how different Taiwan is from other countries. places, I’m interested in local places” Jessica loves traveling especially road-trips with
friends and boyfriend. She thinks it is a great way
How does Jessica choose her mode of
traveling?
view...grew older and have to fly often and the People should travel so they don’t only think for her to create meaningful memories.
riends
plane ride just turned into a way of their country is the best” “ hen I travel to some place, I like to talk to
W
Obstacle Jessica facesÑ Distance of
F

opinions
’

transportation rather than exciting...” the local people, it would be even better if I ¥ Road-trip are limited geo-location wise´ destination
¥ Not enough time to have long road-trip, so have How much can
are all the same, theres not really a best. He experiences culture by being there and know someone from my destination. They to choose airplane traveling she en oys the
j

get on the flight and sit through the “I usually plays switch and watch movie when I experiencing it through food, the way people usually would recommend places that has a How long journey
The reason why Jessica dislike airplane traveling is was the
time and you get off. The faster you get am on flights, nothing related to the trip at all.” dress, and the climate. more authentic reflection of the local life.” because she felt like time spent in-flight is boring, a vacation
better” waste of time and the trip itself is often frustrating.

Obstacle Jessica facesÑ

¥ Needs to travel somewhere far away, yet flight

trip is fundamentally separated from the ourney,

j

which is the part that she en oys.

j

sterious Experiencing To have a deeper understanding of the current flight travel experience, one of our
team member did a mysterious experience, where she went and took a trip with flight.

Airport Experience Inflight Experience After Landing Define: Journey Map

assengers bording
P Arriving
the plane destination

Use inflight
entertainment Sleep

assengers look out

P F light attendance Using passengers own ’

the window severing meal entertainments (Reading/Switch)

Opportunity: Perspective Opportunity: Immersive Opportunity: Culture

lanes provide a unique Experiences The speed of the planes
ning is important but ¥ There are multiple lines at the airport from ¥ There are limited space for passengers, ¥ People got on the flight and fall ¥ There is no really a good way to ¥ Long and boring lines again, for both security P

spoil the surprise.
price has a complex ¥ Most arrived early time was spent to waiting
which is confusing to
when to purchase the
t ticket price.
check-in to security. the seat is not comfortable at all. asleep right away, since there is observe scenery changes from inside of check and baggage claims birds eye view that we Physically been above gives us an opportunity to
nothing to do. the plane. don t see often.
’ the ground and make show the gradual change of
that connection while the culture and scenery
‘ ’ ¥ F ood on the plane are not related to the Opportunity: Curiosity utilize other senses can from start point to the
in line for passengers journey about to part take at all. It does ¥ The entertainment systems are not ¥ The entertainment systems are not ¥ There are often a pretty long distance to travel assengers who are
not feel like it s traveling, but ust related to the destination as well. It is related to the destination at all. It is from the airport to the actual city
P
immerse passenger in destination.
’ j
curious about what is more easily.
transportating. completely isolated to the ourney.
j completely isolated from the ourney.
j
outside that can be
explore more in depth.
9

Define: Synthesis Develop: Design Workshop Develop: Ideation Develop: Final Concept
After our firsthand experience, we consolidated our findings. We organized a 75-minute group workshop to understand the user needs through participants’ vision of an ideal inflight After our workshop, we summarized all the different potential directions that we would be
experience. taken for our project.

Focus on the journey

Trips by flight emphasize on the destination over the journey with a dreaded long T
minus countdown.

Design goals
We may highlight the gradual changes of different location’s scenery and culture.
When you are thousands of miles above the
ground, do you ever wonder what is below?
Experience the gradual
changes in the geography
and the culture below.
Get to know the city
below by viewing its
highlighted preview. Tune
Exciting and inviting into the live plane cam
when the window isn’t
Current seat-back entertainment is limited and the map is non-interactive which makes
it less exciting. accessible. If you see
something outside that
Design goals interests you, switch to
satellite view to view the
We need to trigger curiosity with interesting touch-points and keep engagement with details. Pick your favorite
smooth navigation. or try them all, there is a
Develop: Downs Selection view for everyone.
We narrowed our ideas down into three different final ideas.
Experience Like Never Before
Establish the connection from Manifest curiosity by exploring the location pins on the map. Scroll
ground to plane by showing through a rich variety of experiences. If a featured experience catches
passengers the gradual cultural your interest, try it, and a flight attendant will assist you with the
Connect and engage and geological change through
our hands on featured experiences.
experience. Experiences may include food, beverages, inflight activities,
souvenirs, music, and more. With Below, passengers will feel that their
Flights are extremely disconnected, rarely do humans get to interact with the world
below them. time flying was well spent.
Provide an opportunity for people
Design goals to get to know “the corner of the
We can provide Hands-on immersive experiences and activities on board. world”. People can explore the
highlight of the place through
short-video format mixing with
short reading.
Only on a flight are you going above so many countries and cities at once, this special
occurrence creates a unique opportunity.
Serves as an invitation for
How might we create a journey where you feel passengers to look outside when
connected to the land below as if you are actually plane is flying over somewhere
that has a nice view or something
there experiencing it? that is interesting to look at.
10

Develop: Service System Map Develop: Stakeholders Matrix Develop: Ecosystem Map

Managing

Serving High Airport Airline Company

Providing
Passenger
Merchants Department Purchasing Department
Flight Attendant Airline Company
Video Department Airline Company

Sourcing Department

Engage Closely
Keep
Flight Attendant Aircraft Manufacture
Real-Time Video Pre-Recorded Video In-Flight Food and Souvenir

and Influence
Service Service Entertainment System Service

Power
Satisfied Actively
City Highlight Video Local Lifestyle Video
Sourcing Department Food Purchesing Logistic Distribution
Logistic Department Travelers / Customers Passenger

Department
Flight attendant Food/Souvenir Providers Food/Souvenir Providers

Humanities and History

Airline Cargo Department
Video

Souvenir Purchasing In-Flight

Department Entertainment System

Culinary Delights Video

Monitor Keep Food and Souvenir

Service
Real-Time Video
Service

(minimum effort) Informed

Pre-Recorded Video
Service

Purchasing
Video Department
Department Logistic Department
Low High
Interest Below Product Crew

Below Product Crew

11

Deliver: Information Architecture Deliver: Hi-Fi Prototype

In-Flight
Entertainment system

Bird’s-Eye Satellite City Highlight

Views Map View Video

Geolocations Featured Videos

Local Highlight Videos Featured Page

Try It Page

Payment page

Featured Experience
Video
12

Deliver: Service Blueprint Deliver: Business Model Canvas

Before Boarding Boarding

Key Partner Key Activities Value
Airline Companies
 In-flight journey with immersive
Propositions
Stages or time Browsing Purchasing Using All of our target audiences are

q s

ac uired through airline companie
Food/Souvenir Supplier
C Putting emphasis on the journey
All of our physical items are
q
ac uired from those supplier
c
lo alization mode(
Distribution channel
C Improving flight traveling
 x
e perience through localization,
 Retail management customization, and immersivitd
itself
s

Key Resources
Video Suppliers

Acquiring videos and putting them

C Food & souvenir’s offering of
Selecting interested Using QR Code
Arriving a new Checking out in-flight Browsing through Finding out j
En oy the Rate the
immersive localizatioA
Customer Behavior Purchasing Tickets Boarding the flight /
souvenir food on to pay for the into our video data base
locations (in-flight) entertainment local videos featured videos food/souvenir x
e perience C Localized VideosI
featured videos /
food souvenir
C Customizable Experience

Customer Relationships Customer Segments

Providing service to passengers by airline companies  We are creating values for flight traveler§
Tickets Website, Flight
Service App
Airport
Attendant
 Our most important customers and key partners are
Airline Companies

Channels
Live video feed Satellite map view Video Featured Page /
Food Souvenir Featured Page
C Ticket selling website/app
Digital Devices
C In-flight entertainment systems

Purchasing Transporting
Video Data Base
Cost Structure Revenue Streams
Backstage Plane’s Camera GPS Tracking Payment System Rating System
Supplies Supplies into Plane
C Food/souvenir in stock and their distributioA Airline Company: Service Subscription

C Developing our digital product (Below systemª Below’s immersive localization service helps improve

C Training of flight attendant x s

airline companies’ in-flight e perience for rising ticket sale

C Video data base building

Traveler: Localized Food and Souvenir

Food and Souvenir Airport Cargo Rating & Finance Rating & Finance Willing to pay for authentic food and souvenirs while
Supplier Supplier Space
Airplane Support System Inflight Entertainment System
System System traveling through that location
13

Discovery: Observation Discovery: Interview

Time: October 2019 Inter ie s

BURKE MUSEUM APP

v w

Location: University of Washington, Seattle, WA We talked to a total of groups and individuals. Some of them are
15

parents, some of them are children ranging from age of to , and some
are the staff and volunteers at the Burke. In addition, we also interviewed
8 12

the Director of Interpretation isitor xperience.

+ V E

Time: October 2019 Location: University of Washington, Seattle, WA

Engaging With Family, Engaging With A Living Burke
Children Parents Sta ff

"My favorite thing about the museum “I prefer physical experience. But it “Although huskies are placed in different spots every
is the scavenger hunt! Because I love would be ok if it can enhance their time, it would be better to replace the huskies with the
The Hidden Husky Hunt is the kids’ Some exhibits are more popular It is a common appearance that the investigating and solving clues.“
learning experience. I prefer more actual stuff for kids to find.”

activity at the Burke trying to let kids than others.

kids and the parents are separated.
— Patron A hands-on things.“
— Staff B
find husky plushies throughout the Children are particularly drawn to While kids run around, parents — Patron B
Burke.
dinosaur, sometimes it will be their would take their time, either looking
Discovery Develop Her school took her to the museum for
Husky theme relates to the university first exhibit to go to even though it at exhibitions or sitting down and
a field trip, and she received a card, so “I only allow the kids to use the “We have gotten positive feedback on our open doors but
not many people know about it. They are surprised when
Start Output
but not to the Burke.
is all the way in the back of the supervising their kids from afar.
she could come back again with an phone for pictures.”

Define Deliver
There is a disconnect between the museum.
adult.
— Patron A they see it.”

plushies and the exhibits itself.

— Patron D — Staff A
“More stuff like interactive elements “We want to create personal connections between the
“When you are doing the Husky Hunt, visitor and the ob ects in the Burke. isitors might ask
are you also paying attention to the and special events could be why is this relevant to me?
j V

exhibits? “
added.”
‘

— Director of the interpretation and isitor xperience

’”

-Kid’s answer is half-and-half. — Patron B at the Burke

V E

Background He played with the interactive things,

but he also read through the display
to learn more information.

“They learn by asking questions,

having conversations with me, and
interacting with the exhibit.”

“The exhibits are all disconnected from their content. Thus,

if technologies can come in to help the patrons build a
The museum had a pretty straight The Burke Museum focuses on bringing The Burke’s website gives patrons a better connection with the exhibits that would be great
— observation — Patron C — Director of the interpretation and isitor xperience at
’”

The Young Naturalists built the Burke The purpose of this project is to build an
forward layout.
behind the scene work to the front.
basic understanding of the Burke.
V E

This gives patrons an opportunity to Through glass, researchers can be However, it fails to communicate the Burke
INSIGHT：
Museum in 1885 and in October 2019, it App for the recently built Museum. Since

was introduced to the public with a new families and youths are one of the primary explore it to their own liking, but seen working on exhibits.
many unique experiences the Burke
appearance. The Burke Museum “cares for target audiences of Burke, we wanted to
also may cause them to missed out They also have tables set up so provides, such as the times researchers

Child Learnin Insi

on some exhibits. researchers can host a Q&A. would be working on exhibits, or
h ts Patron Experience Insi hts se m Goal Insi hts
and shares natural and cultural collections create an App that helps with enhancing
times for researcher Q&A.
so all people can learn, be inspired, the museum e xperiences for them. g g g Mu u g

Parents f
generate knowledge, feel joy, and heal.”
 Children like to learn by direct interaction,  want to teach their kids new things and Husky Hunt is not an e cient way to get kids to
ffi

asking questions, looking at pictures, and ant a fun and educational experience for look at the exhibits, they do not invoke
INSIGHTS：
w

them at the museum.x conversations when they are there]

Teammates My Role
solving mysteries

 Kids tend to look at exhibits that interests them  Parents would like to participate in the activities f Technology should help people connect with
more than those that do not. with children if given the opportunities. the exhibits, but not the central experience.
f The Burke is trying to come off as alive, but there is a missed
opportunity to promote their effort on doing so.x
f
Jinnan Chen
Lead Primary Research

Jiayi Tang
Design Synthesis

The Burke is trying to draw more audience from children, but

In si hts S mmary
there is a disconnect between the activities and exhibits
Julia Chao
Lead Brainstorming Session

because kids tended to focus solely on the activities]

Annie Xu Information Architect
Many exhibits tend to be ignored in the f The activities that the Burke has do not involve parents, which
g u

Design Guidelines
Burke as patrons are likely to free-roam, caused children would run around with parents following As we discovered throughout our interview and observation stages, we found that there are many problems with the current Burke Museum, and there are many things
with the museum providing little to no them without participating] that they wanted to achieve but have not quite achieved.

f
High-Fidelity Prototype
guidelines. Many exhibits are blending in with the background, and cause

people to miss out on them. We first confirmed that the museum is trying to make families with kids one of their main target groups, and in fact many renovations done at the Burke had children in
mind when they were designed.

So to dig deeper, we found that there are some core issues that are involving both the patrons, museum, and children. Where these issues coincide is where we wanted
our solutions to be.
 14

Define: Burke Museum Visitor Experience Map Define: Design Brief

Volunteers &
Gift

shop
researchers VISION & OBJECTIVES KEY SCENARIOS QUESTIONS TO ADDRESS
Kids activity area Lockers
Tickets from child’s Stroller The intent of our App is to maximize the Øá Families and youth want to explore the museum and Øá What are the patrons' goals coming to the museum? Are the
(interactive
field trip parking
Ticket
elements) learning and exploratory experience at learn something new togethe goals met at the end of the trip, why or why not?¦
Visitor Burke for families and youth. We want ¼á Families and youth want to do a task together to win a ¼á Is the information displayed engaging?¦
counter
Burke guide & priz á How satisfied are the youth with Hidden Husky Hunt/Tracks and
website
Parking lot
map Exhibit Gift

shop
to make existing interactive programs
and activities more accessible to them á Patrons want to know where and how to find Traces and other activities (Drawings, toys, interactive exhibits)?¦
by presenting the information in a clear resourcesá á What makes a patron interested in the membership? How many
Stroller and efficient way. á Families want to share and reflect on their learnings families purchased the membershipH
School field trips
Special events
with each othe á Are all the questions being answered? Are the assistants always
parking
(open doors) Coffee
á Patrons want to take part in open-door experiences available?

Lockers shop and events, so they have a complete experience - For scientific questions, find volunteers with blue lanyards or

Kid’s
gifting
opportunity researchers

- For navigation or events questions, find people with red lanyards

TARGET AUDIENCE GOALS & CONSTRAINTS

Excitement
Curious

EMOTIONS

Curious
Anticipate

Excited
Families and yout¨
Burned out

Interested Stressed Impatient

Tired
GOALÜ
Satisfied

Excited
Hungry
Øá Provide clear and easy navigation within the museum when there are no assistantsá
”Š Terry is a 35 years old UW Ph.D. student, and he is also a dad to a 5-year-old. He
¼á Make special events or program information available for the patrons (Open door,
wants to connect with other parents on weekends and bring his child out to explore
membership, event days: Burke NiteLife parties/Members’ Behind-the-Scenes Night/
”Š Child comes back from school field Øá Parents and guardians Øá Parking¦ Øá Visitors wander and explore the museum¦ Øá Visit gift shop¦ the Burke Museum.¦
Dino day)

trip and ask parents to go togethe, decide to take children ¼á Visitors wait in line to buy admission ¼á Adults and children talk to researchers when ¼á Retrieve items from lockers and stroller qŠ Nancy is a 65 years old woman with two grandchildren. She is local to Seattle and
ACTIONS

qŠ Adults want to take their children or to museum ticketä they approach open doors¦ parking areÓ always wanted to check out the Burke Museum. She heard that the museum has
CONSTRAINTÜ
grandchildren to the museum on á Those with backpacks need to lock á Kids can participate in activities scattered á Rest at the coffee shop and seating great exhibits for children, so she brings Ryan and Nick with her.¦
Øá Not a lot of people are using their devices in the museumá
occasion their belongings ¦ throughout the museum area Š Yonna is a businesswoman and she is busy throughout the week. She heard about
¼á The museum is small and the exhibitions remain the same, so it does not need much
á Some parents will park their stroller the museum from her 12-year-old daughter, Nikki. Nikki visited Burke once on a
navigation guidance after the first visit. (Many members re-visited Burke)

school field trip. They aim to spend quality time together, so they decided to re-visit.
GETTING THE IDEA PLANNING VISIT ARRIVAL DO THE MUSEUM DEPARTURE

Øá Most people only know about the
museum if they are from around
PAIN POINTS
Øá No activity or event
notifications
Øá Not sure where to start first¦
¼á No recommendations on visitor
Øá Some exhibits are blocked due to the confined space¦
¼á Some exhibits are confusing or lack informatiop
Øá No information or farewell notes Define: Design Principle
á Cannot talk to the researches when there’s no open

here guid
á No instructions about where to doorä
park the strolle á Frequently asked questions are not compilei
á Limited amount of lockers á Younger kids may not understand or read the
information boari
á No map for kid’s interactive elementä
`á No guidance to connect different exhibits
Minimizing Screen Time Clear and Accessable Informations Child and Parent Interaction
Schedules
Recommendations
Event listing
Goodbyes

There is an opportunity There is an opportunity to Not many visitors knew about the open doors No designated farewell activities or A museum is a physically immersive First-time visits can be confusing for In the museum, there are many
to send out more showcase museum highlights or until they walked up to one. There could be a messages. There is no information experience, the information and patrons due to unfamiliarity. To interactive elements for kids, but
OPPORTUNITES

information about activities in order to help guide better way of informing visitors before arrival. available to inform visitors on email installments in a museum itself are a enhance the museum-visiting most of these activities heavily involve
museum events visitors towards a curated subscription, memberships, and future complete experience already. We think our experience, it is helpful to make children but not parents. It would be
Discoverability
app should not be something that would necessary information clear and easily helpful if our app could facilitate
experience based on personal events. There could be an opportunity
Certain elements were hidden, such as interrupt this experience, but would accessible before or during arrival. more interaction between children
interests. to create higher engagement and accommodate it, so minimizing screen and parents during these activities.
bathrooms, exhibits etc. There could be a way
return rates. time is one way to accomplish that.
to make up for this disconnect.
 15

Define: Problem Statement Develop: Design Concept Develop: Design Challenge and Response
1 Museum Activity Sheets
Since we want our users to choose the tasks they want to try, the form of it is not fitting with the
context of the museum and our main target group, which is both parents and children. The quests need to be interesting and engaging

How might we facilitate the Burke learning We want our quests to be both fun and informative for children. To achieve this, we
want to experiment with quests that are tailored to each patron's personal interests
experience for families with young kids by and provide them with a suggestion guide along with activities to do alongside their
preferred exhibits.
igniting their curiosity?
Kids arrive at the museum Take an activity sheet Finish individual activity Finish all the activities as they
finish touring the museum
The hardware needs
Personalized Interactive Map
2 The Burke Museum's exhibits are very compact, so it is very easy for patrons to miss out on certain
ones. If we could provide a map with recommendations for patrons, it without a doubt would We did not want our design to be heavily reliant on new installations or hardware.
Develop: Brainstorming Even though the Burke is very compact, it is not big enough to have multiple map
improve the discoverability of the exhibits.

stations, and we want our solution to be more integrated. Therefore, we decided to

create an interactive map on an app, which also allows us to customize the map for
To solve the main problem mentioned above, I brainstormed and compiled a number of solutions, grouped them into cards and finally sorted out the main ones. individual patrons.

Limitations with the special events

Patrons approach a stand Start selecting their interests Highlight their interests on the Patrons go to the exhibits that
Have a clearer map fit their interests
map and guide Having activities We did not want our design to be heavily reliant on new installations or
to the museum Focus on
3 Special Event Badges hardware. Even though Burke is very compact, it is not big enough to have
that are fit for the
information the multiple map stations. We also wanted our solution to be more integrated.
Since right now, few patrons know about the special Q&A sessions with researchers or the opportunity to
entire family Learning watch researchers work through glass, we want to use our event badges to promote these opportunities
Using current while exhibits presents Therefore, we decided to create an interactive map on an app, which also brings
Utilize current to our visitors.
Having a guide to special events
interactive
Combining interacting the benefit of customizing the map for individual patrons.
exhibits that are exhibits
activities with with exhibits
unnoticed Tailoring tour learning value Breaking down
routes based on information so its Too many restrictions
Using current
habits more digestible
interactive exhibits

Having a board at each special On it there are information Patrons add event times in They participate in the event Although we like the app idea the most, we also recognize that different patrons
event locations about the event their calendar and gain a reward have different interests. Having a set tour route is against the philosophy of the
4 Museum Adventure App Burke, so we wanted our final product to be more free roam, and give patrons the
Since we want our users to choose the task they want to try, the current form is not fitting with opportunity to explore the Burke at their own pace.
Enhance Engage The Increase the context of the museum and our main target group of both parents and children.

Current Entire Immersive

Interactions For Learning
Experience Family Children Final Ideas

Finally, we decided to combine all four of our ideas and components into
one. An app that helps patrons navigate and provides them with an
Downloading app when they Start with a map with set steps According to the route finish all Earn a treasure after finishing advanture-like experiences. This would enhance the experience at the
arrive at the museum to complete quests the quests all the quests Burke while stay consistent with our research discoveries.
 16

Develop: User Flow 1.0
Receive face time call
Enter Burke from an “exploration
Museum captain” and have an
introduction on the quest
Complete a
Q&A with Quest begins
parents
Parent completes the Complete Q&A with
quest by checking museum volunteers
complete for some sections
Map with pinned exhibits
shows up and interested
area blinks
Map with pinned exhibits
shows up
Prompt and select
exhibits with their
the topic that they
are interested in.
New face time call to
summarize the
selected area.
Get a stamp from the
staff if they ask a
relevant question
YES
connections to the last
LATER
Develop: User Test Develop: User Flow 2.0
Highlight the
interested topics
Problem 1. User Flow Problem 2. Target User
Start to explore Select the floor to
1. The current user flow is way too complex. 2. The current task form is not really interesting Onboarding Receive the Captain Call
the Burke start the quest
Select area
Since we have many first and Since we wanted our user to
secondary researches, we chose the task they wanted to
have many insights on try, we used the list as our form,
children learning, parents’ but the form is not fitting with
experience, and finally the the context of the mueseum and
Quest is complete museum’s goal. We tried our main target group which is
and map area lights both parents and children.
to cover as many
up Complete the quest
insights as possible, and Earn an Select a quest on the
together with your
it results in our app design Making the interface more achievement current floor
family
becoming way too complex. structured
A recommendation
page shows The new flow is more
Through a user journey map, we put straightforward, and
section together some wireframes for user easier to understand
Complete 6 activities to Complete all questions to
testing. Complete 18 activities
collect badges and collect all badges and become
to level up to Junior
complete the floor Explorer a Master Explorer

Develop: Low-Fidelity Walkthrough Develop: Improvement

Gamification System Final Improvement

First Visit（Optional）: Second Visit: Third Visit: Fourth Visit:

Visual Style and Color System
During our second user test, we tried different visual styles and color systems. Initially we
Step 1:
Step 1:
Step 1-3:
Step 1-3:
tried to fit in all the primary colors of the Burke, but it was too colorful. Since our target
Parents bring kids to school Children bringing parents Repeat the process with The museum membership audience is both the parents and children, so we decided to use yellow as our primary
to museum different tasks paid for itself color, as it is still fun and provoke sense of adventure but also suitable for both party.
All topics Interests pinned Parent and kid do
Select your Click on a pin to Select your Choose
Step 2:
Step 2:

interested topics on the 3D map start the quest interested icon the activity another task
School organizes a museum Downloading the museum
Step 4:
Curating without Interupting
Collect the Senior Explorer Step 4:

visits app We wanted to make sure the Burke is the center of the experience, so we reduced the
badge Repeat the process with role of our app and quests. Instead of patrons actively finding the quest, we wanted our
Step 3:
Step 3:
different tasks app to gives reminders when they are close to one, to make it more passive and
Museum visits with extra Doing activities through unintrusive.
free tickets our app
Step 5:
App Experience and Interaction
Step 4:
Collect the third badge and
Finish all the quests and exchange for gifts from gift One of the main contention points for us was “who is holding the phone?” Through our
collecting the Junior shop user testing, we found that parents would likely be the one, since most of them don’t
Your progress Map shows Child earns sticker Prompt Large star appears
unfinished areas as reward comes up when both sections on Explorer badge want the kids have the phone. So we wanted to make sure our app is easy to share
and pin location a map are completed screen between family members.
 17

Deliver: Design Guides Deliver: High-Fidelity Prototype

COLOR
Spark a Child’s Curiosity Facilitate Active Learning Encourage Continuous Learning
Primary Secondary Tertiary
#FFB200 #C2E600 #FFFFFF

Black Background
#424042 #E5F4F8

TYPOGRAPHY

Tahoma Body Text Important

Onboarding Explore the Burke Select the floor Select a quest Complete the Earn an Complete 18 activities
Tahoma Bold
Receive the Captain Call Complete 6 activities to Complete all questions to
to start the on the current quest together achievement to level up to Junior
16 pt collect all badges and
Title quest floor with your family collect badges and
complete the floor
Explorer
become a Master Explorer
Tahoma Bold

Secondary Text
24 pt Tahoma Regular

14 pt
Secondary Title
Tahoma Bold
Button Important
20 pt Tahoma Bold

12 pt
Body Text
Button
Tahoma Regular

16 pt Tahoma Regular

12 pt

BUTTONS

Button Button

Action button Regular button Quest button

Bages
Thank You
Selected Samples by Jinnan Chen
Contact Information
+86 15108509932
cjn259@gmail.com