Overturning a blind eye

Seeing invisible injuries

EI Project Research & Exploration Report - Cycle 2

I-Chu Liao 4248325 Dec. 07, 2012

Table of Contents

1. Brief Introduction 2. Design goals 3. Interaction vision 4. Research Goal & Methods 4.1 Conclusion from Cycle 1 4.2 Cycle 2: New Research Questions 4.3 Psychological Approach Research 4.3.1 Literature Review on Changing Behaviors 4.3.2 Keyword Context Mapping 4.4 Physical Scenario Possibilities 5. Design Iteration 5.1 Design Idea #1 5.2 Design Idea #2 5.3 Iteration Testing Procedure 6. Whats next: cycle 3 direction Reference

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1. Brief Introduction
From the last cycle, my research is more aiming on patient s side of approach, their needs and wants. However, from the last cycle I realize that the aim of my design goal is largely depends on how bystanders react in this whole interactive scenarios, therefore I will stress more toward bystanders side of view in cycle 2.

2. Design Goal
We want people to aware of patients internal joint injuries with one effective signal or hint, so that patients can ask for help easily. Interactive Qualities: Effortless, Noticeable, Open, Easy, Respectful.

Fig.1 Interactive Scenario

3. Interactive Vision
It will happened in the instant moment, not a long time, in public transportation. The interaction should be effortless for patients, and easy to noticeable for general public.
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4. Research Goal & Methods

I would briefly introduce the process of how I get from cycle 1 conclusion to the next step of design iteration in this section.

4.1 Conclusion from Cycle 1

In summary, my most important logic from cycle 1 can be conclude in one graph: Patient Interaction Bus Taker

A. Dare to ask for a seat. B. Difficult to approach other people for help.

A. Willing to help actively. B. Not enough trigger to take action.

Problems SOLUTION

Making patients feel effortless to ask for help. The most important insights in cycle 1 is:

Creating enough trigger for people to act upon it.

1. Patients want to be INDEPENDENT and SELF-RELIENCE, they tend to act like healthy people, which makes it difficult to ask for help or for bystanders to recognize their needs. 2. Cultural differences - Dutch: Ask directly for help then you will receive it, otherwise it is more likely to be ignored. Asians: More concerning for each other as a society, they are attentive to other s need, therefore more likely to recognize hints easily.
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3. Stronger trigger is needed for people to take action on helping patients. The next design cycle will follow this finding as a guideline to develop design solutions for better interaction qualities. I made a storyboard to concluding all situations patient might face in the bus.

4.2 Cycle 2: New Research Questions

The difficulty patient confronted is that How patient can get help from one particular person on the bus? This new research question leads to other important meanings: 1. Patients has to approach to one individual and ask for help with invisible injuries, how to make this process easier? 2. How people on the bus would recognize patient s invisible injury? 3. How people on the bus would give their help to patient willingly? Therefore, I decided to use new research methods and group sessions from both psychological and physical approach.

4.3 Psychological Approach Research

4.3.1 Literature Review on Changing Behaviors In brief, BJ Fogg states that behavior is a product of three factors: motivation, ability, and triggers.[1] He claims that these three factors must occur at the same moment, else the behavior will not happen. I look upon my interactive design, there is already existing ability (giving seat to others) and motivation (to help other people, also known as social acceptance). The only factor missing here is trigger from above new research question.

Figure 2: All three factors in the Fogg Behavior Model have subcomponents. 6

4.3.2 Keyword Context Mapping

I did a context mapping about Things that trigger people to yield seats. Empathy clearly does not work well here because people cant see hidden injuries therefore no triggers upon empathy. Besides, a very strong motivation is needed here in Holland due to cultural difference, therefore the new approaches can be: 1. Things that make them impossible to ignore unless they act upon it. 2. Attractive motivations such as appreciations, money, recognitions, and selfsatisfactions might be triggers that spring them into action in this case.

4.4 Physical Scenario Possibilities

A group brainstorming drawing session from 5 EI students were set up for How Can You questions. I asked my questions in a way that others may expend upon the largest possibilities within my research boarder. 2 questions I asked were my personal digestion and further reflections of my psychological research results.
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5. Design Iteration
2 final complete design ideas were generated from this phase, other little ideas were filtered out due to its aggressive interaction or technology/psychological insufficiency.

5.1 Design idea #1

Trigger: $
Empathy is

Motivation: Social Acceptance

not enough

Ability: Giving Seat 1. Spread the news, educate general public on NS website, poster stands, and APPs.

2. Patient go onto the bus

3. Beep the Medical ov-Card

4. LED light around stop sign lights on, inform other passengers that an injure patient went on bus now.

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5. One passenger stand up to the machine right after the patient Donation successfully made to disable foundations!! Patient takes the seat.

6. Signal light turns off, indicates that someone already gave their seat. Solution: Object does the effort for patients by signals.

Problems in this concept after workshop discussion: 1. People might fight against about the order of whos the first one standing up. 2. Someone besides patient might take the seat before the patient arrives. 3. There should be better trigger yet to discover. In conclude of this iteration: To improve this concept, I realize people supposed to be motivated enough to help each other even without other strong triggers. I should switch the trigger into something that is an add-on reward of existing motivation and design another version of interaction.

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5.2 Design idea #2

Trigger: Visual Lights + Vibration signals Reward: Pleasant Surprise of Aurora Light Display in the Bus interior.

Motivation: Social Acceptance Ability: Giving Seat Storyboard of Final Design 1

Interaction Quality Considerations

Patient who felt difficult to approach other people for help went onto the bus.

Patient with invisible injury go onto the bus. 2

The system recognize patient s invisible injuries without them speaking or act obviously, they maintain their self-reliance postures while giving messages of their inconvenience to other people.

Beep Medical ov-Card to the machine. 3

The red light fleshes on their Medical ov-Card makes it easier for other passengers to recognize which one is the patient, they can identify and offer their help even not seeing patient s injuries.

Light turns on in Medical ov-Card

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Passengers in reserved area already obtain higher responsibility to give seats to the needed patient. Messages would

Wireless searching for available seat giver in reserved area only. Normal ov-Cards would light on with subtle vibration, they know that one of them has to take action. 5

only deliver to people who should help, because patients doesnt want others to recognize their injuries if they cant help.

The object (ov-Card) does the effort for the patient, therefore it is more effortless to ask for help subtlety from one person without the need to speak.

Communication through eye contacts are obvious to human nature, people would

If no one actively yields seat, patients are free to approach to one person, making eye contacts to hint with each other about passengers willingness and patient s needs. 6

likely to help under this trigger, or passengers may hint their inconvenient quietly, makes it easier for patients to approach the next person for help.

Positive interaction on both seat giver and patient.

Seat giver felt good for helping others, while patients feels relieved on both physical & emotional aspects.

One person actively stands & yields a seat. 7

Patient gave their appreciation to the seat giver, the interaction movement is simple at the same time, no burden on both people. Other people also

recognize that someone did a good thing

Medical ov-Card touches seat giver s ov-Card

by the subtle reward they activate, the trigger of Social feelings.

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Even though motivations such as empathy of human nature and social feelings already gives us motivation to help others willingly, however it would be nice to share their joy with other passengers, adding more touches on better interaction qualities for that one

Little reward of Aurora Light Display activated itself in the bus for all passengers to enjoy. The image changes each time.

person to take action because they want to see what would be their reward this time.

5.3 Iteration Testing Procedure

1. Test Setups

3 passengers would sit on these reserved seats in a bus. They are told to give one seat to one injured patient without communicating beforehand.

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2. OV-Card Setups

One patient with medical ov-Card would flesh the red light after beeping to the machine. All cellphones set on the same alarm clock, it vibrates at the same time after patient beep the card. Lights on the OV-Card would start flashing too when vibration starts.

Patient touches the Medical ov-Card with seat giver s ov-Card, both lights and vibration turns off on all passengers ov-Card. The beamer then turns itself on after this activation action, taking passengers by surprise and observes their reactions.

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3. Real Testing

a. Patient went on bus and beep machine b. One person stands and touch the cards

c. Patient takes the seat

d. Aurora Light Display for reward

I interviewed all users after the testing ends, feedbacks are as below: 1. Sometimes I place my ov-Card in my backpack, might not recognize the vibration. 2. The beamers doesnt work well with your concept, you should try projector next time, which gives a more real feeling of being surrounded by amazedness of Aurora Lights. 3. I am a Dutch, and I dont mind if the rewarding system is more loudly announced or aggressive in that way, I would do it! My digestion from feedbacks: 1. Out of all people in reserved area, there must be more than 2 people holding their cards or placing it in their pockets, which they would feel the vibration or catch the flesh lights for sure. 2. That s a nice suggestion, I would use projector in next prototype test. 3. Not all people like aggressive rewards, some night feel offended or embarrassed, therefore I would still aim for a system that applies to all personalities.
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6. Whats Next?
My next step in cycle 3 will be detailed prototype design. My focus will be on sign design, there should be no more pictures of disable signs on Medical ov-Card because the message it sent is I am injured, I am disable. Patients with invisible injuries want to be self-reliance. They do not wish others to look at them as disable while they do need helps from others at the same time. There should be a new sign design that express their need in a more pleasant and dignity way. Also looks up for possible technology applications that might fit to the flat size of ov-Cards.

Aurora Light

Reference: [1] Fogg, GJ. A Behavior Model for Persuasive Design. [2] Atlas, Gordon D. Bystander Intervention and Social Responsibility.

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