service design

MSKBK-WarmWelcomeSERVICEBLUEPRINT

8

emotional level

7654321

information

about cancer about chemo about mskbk

1 2 3

personal info

4

touchpoint

scene

patient

volunteer

onstagecontactperson

backstagecontactperson

supportsystems

interface

interaction

visibility

internalinteraction

information

welcomecard

website video 1about cancer

video 2about chemo

video 3about MSKBK

schedulingpage

location+directions

telephone telephone personal map MSK signage Atlantic Ave. front door lobby foyer welcome table whos in todayboard

events board map of MSK+ community

volunteerschedule

graphic novel graphic novel+pens

welcome cards+pens

waiting chairs treatment room library kitchen halls front door Atlantic Ave.

server server server server server

calendar calendar calendar

patients printer phone lines telephone personal map printer payment mail

telephone telephone check patient in

perpetuallyupdatedcalendar

manually updatemain calendar

manually updatemain calendar

update with newevents sends to MSK

Main Campus

conrm appt,welcome and oer

to wait at Atlantic Ave

meet patient walk on the street open check patient in+converse

converse introduce theconcept

explain explain explain explain explains join in drawing join in writing waiting chairs treatment room walk through walk through walk through exits oers to walk back

answers phone+schedules time

remind to callnew patient

provides welcomesign + reminderto meet patient

collect+ prepare for publishing

seal and collect

receive + open visit watch watch watch sign up forinitial tour

print directions+ personsal map

sign up forinitial tour

receive phone call view map see signage walk on the street enter walk through walk through view view view view view ip through draw initialwelcomeexperience

write and sign walk through walk through walk through walk through walk through exits walks on

workshop walk through walk outrefferal+scheduleing patient navigator welcome table

1,4 1,2,3 1 2 3 3 3 1,2,3,4 1,2,3,4 3 3 1,2,3 1,2,3 3 3 3 3 2,3 3 3,4 3,4 1,2,3,4 4

someone that oers to helpcontribute labor, but also someone that is reiceivng some of the service as well.

training

training discussion

Project: Patient NavigatorClient: MSK BK Cancer Center through ParsonsTo help patients assimilate into the cancer treatment center, a concierge service was designed. Specifically designed with the constraint of not having a welcome desk, this service revolves around a volunteer program consisting of other patients or past patients in remission. This low-tech model emphasises offering patients the chance to connect with each other and members of the community.

MSK BK Cancer Center

IDp

TOUCHPOINTS

EVENTS SCHEDULEPATIENT NAVIGATOR GUIDELINES VOLUNTEER SCHEDULE

Atlantic AveAtlantic Ave

ATLANTIC AVENUE MAP

MSKBK-WarmWelcomeSERVICEBLUEPRINT

8

emotional level

7654321

information

about cancer about chemo about mskbk

1 2 3

personal info

4

touchpoint

scene

patient

volunteer

onstagecontactperson

backstagecontactperson

supportsystems

interface

interaction

visibility

internalinteraction

information

welcomecard

website video 1about cancer

video 2about chemo

video 3about MSKBK

schedulingpage

location+directions

telephone telephone personal map MSK signage Atlantic Ave. front door lobby foyer welcome table whos in todayboard

events board map of MSK+ community

volunteerschedule

graphic novel graphic novel+pens

welcome cards+pens

waiting chairs treatment room library kitchen halls front door Atlantic Ave.

server server server server server

calendar calendar calendar

patients printer phone lines telephone personal map printer payment mail

telephone telephone check patient in

perpetuallyupdatedcalendar

manually updatemain calendar

manually updatemain calendar

update with newevents sends to MSK

Main Campus

conrm appt,welcome and oer

to wait at Atlantic Ave

meet patient walk on the street open check patient in+converse

converse introduce theconcept

explain explain explain explain explains join in drawing join in writing waiting chairs treatment room walk through walk through walk through exits oers to walk back

answers phone+schedules time

remind to callnew patient

provides welcomesign + reminderto meet patient

collect+ prepare for publishing

seal and collect

receive + open visit watch watch watch sign up forinitial tour

print directions+ personsal map

sign up forinitial tour

receive phone call view map see signage walk on the street enter walk through walk through view view view view view ip through draw initialwelcomeexperience

write and sign walk through walk through walk through walk through walk through exits walks on

workshop walk through walk outrefferal+scheduleing patient navigator welcome table

1,4 1,2,3 1 2 3 3 3 1,2,3,4 1,2,3,4 3 3 1,2,3 1,2,3 3 3 3 3 2,3 3 3,4 3,4 1,2,3,4 4

someone that oers to helpcontribute labor, but also someone that is reiceivng some of the service as well.

training

training discussion

Project: FluidClient: Lab: Sustainability through ParsonsAddressing the lifestyle of the urban nomad by creating a temporary workspace that would double as a gallery to showcase members works. Design parameters were based around architecture and energy. Mitigating New Yorks island heat effect, and other sustainable building needs were of high priority.

fluid

fueling projects, flexing between clients.for those that are

for those that are on the move, in the field,

a h u b f o r t h e c r e a t i v e

www. f l u i d f u t u r eny c . com

i nve s t i n you r c r e a t i v i t y

Uptown

LES

Tr i be c a

Section ViewFluid Model 2

explos

ion

shado

w/ligh

t

transp

arency

objec

t lines

solid

Structu

re

Structure

additi

ons

enviro

ment

situatio

n

locatio

n

Param

eters

Parameters

green

walls

green

wall

on lat

tice

Project: Passenger Checkin KioskClient: Virgina Airlines through AKQAProvided research and linguistics understanding for the AKQA London office to develop an integral touchpoint in airline transportation interaction. Areas covered were reading progression, navigation and breadcrumb placement, text translation length as well as cultural implications.

Virgin Airlines

Navigation

Navigation direction is consistent with western design.

Virgin AtlanticCheck-In Kisok Localisation

Cultural Implications

Chinese written language has two forms, simplified andtraditional.

Traditional is used in: Taiwan, Hong Kong, Macau, Malaysia Simplified is used in: Mainland China, Singapore

Project: Ninja Gaiden II, Asia LaunchClient: XBOX through AKQA, ShanghaiCompetition mechanics developed for an online mini-game to launch a franchise in new markets. Special attention was paid to user flow and linguistics.

xbox

PvP: Getting Results

PvP: My ChallengesChallenge

Project: Teaching ToolClient: New York Parks and Recreation through ParsonsThese cards were part of an approach to teach and learn about aspects of urban play and recreation. This hands on method offers a high degree of interaction, especially with the blank suit of cards that allow researchers or students to record their own observations.

New York Parks And Rec

ElaboratedPlayunderstanding urban play & recreation

urbanplayrecreationparsons school o f des ign. D+M IDC

Magic Circle lusory Attitude core mechanic

RULES play playspace

The physical space between friends that are involved.

Shared attitude of friend-ship and similar form of transportation.

SkateboardingMeeting up with friends to go to a specified location.Shared attitude of friendship and similar form of transportation.

Union Square,Flat concrete surfaces around the city.

Skateboarding (Social Construct) in the city (Rigid structure).

Have a skateboard or a similar form of transportation, meet up with friends, have fun.

Magic Circle lusory Attitude core mechanic

RULES play playspace

Magic Circle lusory Attitude core mechanic

A space within which interaction is understood as play, creating a boundary between the world of game and real life.

Shared attitude toward the act of playing a game; social contract between players.

The essential moment-to-moment interactivity a player enacts.

RULES

Fixed limits of player action that are explicit, unambiguous, and shared by all players.

play

A social construct that allows for free movement within a more rigid structure.

playspace

Sites of social interaction where the public comes together in face-to-face situations.Networks, processes and domains of social interaction where diverse and multiple agents and agencies interact and participate in a variety of congurations.

Project: Ethnographic Research ToolClient: Hester Street Collaborative through ParsonsMeant to capitalize on the plethora of digital devices available, RE CREATION allows for reverse-broadcasting, taking the public messages and organizing them into a searchable database. This allows the publics needs to be considered as central concerns in various participatory design processes.

Hester Street Collaborative

devices that support either the mobile application or web portal.devices that support either the mobile application or web portal.

information is entered and uploadedby the user.information is entered and uploadedby the user.

the server wares the database forfuture updates and additions.the server wares the database forfuture updates and additions.

the database is accessed and shared through digital mediums or print.the database is accessed and shared through digital mediums or print.

RE CREATION

AT&TAT&T 12:34 PM12:34 PM

Every 15 Minutes

Hourly

Manually

Every 30 Minutes

Enter A ONON

FFORFFOR

Send data from your phone to the server.Send data from your phone to the server.

Body body body Body body body Title Title

SettingsSettings

QQ WW EE RR TT YY UU II OO

AA SS DD FF GG HH JJ

ZZ XX

spacespace @@ .. returnreturn.?123.?123

CC VV BB NN MM

KK LL

PPA

Web PortalWeb Portal

iPhone AppiPhone App

ServersServers

eMaileMail

PrintPrint

LaptopLaptop

DesktopDesktop

Regular MobileRegular Mobile

iPhoneiPhone

FFOR

istullfesearch METHOD MAPMETHOD MAPRECREATIONreseach & creativity

searchcontact

contribute

connect

FFOR

AT&TAT&T 12:34 PM12:34 PM

RECREATIONLocationLocationAdd PhotoAdd Photo TimeTime TagsTags Highlights!Highlights!

Oct 27Oct 27MonMon 77 0101

Oct 28Oct 28TueTue 88 0202

Oct 26Oct 26SunSun 66 0000 PMPM

Oct 25Oct 25SatSat 55 5959 AMAM

Oct 24Oct 24FriFri 44 5858

GPS LocatingGPS Locating

N

Oct 26Oct 26SunSun 22 0000:: PMPM

Union SquareUnion Square (132, 2342)(132, 2342)

learntake pic photos tagslocation time

RECREATIONreseach & creativity

FFOR

istullfesearch

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Copyright 2009 FFOR Inc. All rights reserved.

CompletedCompleted

ChoosingChoosing

PromptingPrompting

WaitingWaiting

Pic PanePic Pane Location PaneLocation Pane Time PaneTime Pane Tags PaneTags Pane Highlights PaneHighlights Pane

HeaderHeaderSTATICSTATIC

NavigatorNavigatorSTATICSTATIC

FooterFooterSTATICSTATIC

Content WindowContent WindowMULTITOUCH 4WAY

SCROLLABLEMULTITOUCH 4WAY

SCROLLABLE

SCROLLSCROLL

SCROLLSCROLL

FFOR

istullfesearch

Research & Development for urban areas and social venues.Research & Development for urban areas and social venues.Additional Information availableupon request. Serious inquires only.Additional Information availableupon request. Serious inquires only. www.FFOResearch.netwww.FFOResearch.net

703.963.9053703.963.9053FFOR VenturesFFOR Ventures

RECREATION

RECREATIONreseach & creativity

FFOR

istullfesearch UI FLOWUI FLOW

mom

othercustomers

child

bodega

$snack pack

payment

funding

supplies

foodstus

school

DOH

commboard

non-prot

jetrofoo

dstus

Proposed Intervention Map

Because there would now be extra material and time investment on the Bodegas part, funding would come from the local community board, schools and the NYC DOH

Design of the information packetsand packaging could come from partnerships with Local Non-protorganizations such as HSC, CUP, and ioby.

Food providers such as Jetro will be able to provide the Bodega with the snacks at a discounted rate as the Bodegas would by purchasing in bulk quantities

Parents would now be trusting the bodega as they would be buyingin to the CSA on a daily, weekly or monthly basis.

Bodegas would still be able tomake money on products as the snack packs would be able to bedisassembled and the foodstus sold on an individual basis

Children would be receiving the snacks that they enjoy as well as healthier alternatives that they would begin to eat. Children willalso be learning about food

Project: Healthy Bodega Snack PackClient: New York Department of Health through ParsonsA community subscription association designed to offer children a selection of healthy foods prepared and packaged on location at bodegas. In addition to a healthy alternative to the usual factory-processed snacks children would also receive an information packet describing why fresh foods are more beneficial.

New York Department of Health

Kids eat healthier foods.They also collect and share informations packets with eachother.

A graphic designer realeases weekly information packets toteach kids about where the food is from and what it does to them.Lunchboxes are prepared

with fresh, healhty ingredients andinformation packets inexchange for the token.

Parents receive a letter from thelocal community boardexplaining the program and the ratesof lunchbox tokens.

Local non-prots workwith kids to createprograms where the kids design their ownlunchboxes, allowingthem the chance to buy their own lunch.

703.963.9053one@SLCstudios.netwww.SamuelLee.co