86 Chapter 4 4 Study 1 Method Design and context The study followed the first three phases of the participatory design cycle. It was conducted between February 2020 and July 2020 in an outpatient clinic of the academic paediatric hospital in Leiden, the Netherlands. An initial idea, initiated by two paediatric nurses, formed the starting point of this study. The idea, given the name Hospital Hero, included elements of distraction, game play and an animal or hero theme. Participants and procedures Phase 1: discover An experience journey session was held with stakeholders to identify user needs and potential touchpoints where a stress-reducing app would be of value (20). Stakeholders were those involved in paediatric outpatient care (e.g., paediatric doctor, paediatric nurse, child psychologist, doctor’s assistant) and those important for the realization of the app and content developers (i.e., app developers, educational content development experts, eHealth experts). Considering the explorative nature of the session, a patient advocate youngster was invited to participate in this early stage instead of young children. The experience journey session was facilitated by an experienced participatory (service) designer (author AB) and consisted of three parts. First, the separate process steps of a visit to the outpatient department were mapped out, including the moments at home and to and from the hospital. Second, experience touchpoints from the child, caregiver and professional were identified, mapped on the journey map and used to identity critical moments within the journey. Experience touchpoints included “pains” (moments that contribute to (pre)procedural stress and anxiety) and “gains” (moments where design could alleviate the stress and anxiety ). Third, pains and gains were used to identify design opportunities and ideas for solutions and experience qualities (i.e., properties the designed service or product must have to fulfil the user’s needs in terms of desired experience) were brought in by all participants using the “how might we” question technique. A final voting round on the most important experience qualities resulted in a selection of properties that the concept should embody and that led to the ideal journey. Phase 2: prototype – iteration 1 A multi-disciplinary development team was installed, consisting of two paediatric nurses, a paediatric doctor, an eHealth expert, an app developer and a user experience designer. This team translated experience qualities into a concept for the app and low-cost clickable prototype and accompanying paper prototypes. This approach ensured that the concept fits with the users’ needs and could be convincingly communicated to all stakeholders while circumventing full development
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