It takes a village to raise a child. Brigaid can help FAMILIES find it.

If parents are matched to groups of care providers who fit their preferences and have similar beliefs, they can spend less time researching.

Skills:
Planning and conducting interviews, analyzing and synthesizing data, service blueprinting, storyboarding, prototyping in Axure, UI design

Project background:
Completed in 6 weeks

This project began in a 10 week service design class taught by Service Experience Chicago. After several weeks of informative service design lectures and practice, we completed individual service design projects.


Research

Megan, a mom of two, explained in an interview with me why she wasn’t really happy with her pediatrician but stayed anyway because of the convenience and lack of time to research.

She also talked about her difficult experience as a new mom preparing for birth and all the care providers involved in the process. 

After talking to Megan, I observed her husband, Steve, take their 20-month-old son for a “well visit” checkup. During the checkup, I interviewed Steve and had brief interviews with a doctor and receptionist.


Service blueprint

After the observation, I created a service blueprint to identify the roles and actions of multiple people and tools that contributed to Steve’s experience.


ACTOR NETWORK MAP

An actor network map helped me identify and consider many of the people and organizations who contributed to the experience in some way.


Prototyping & Research: Storyboards

Personalities, beliefs, and preferences are important when finding a doctor. Parents also said researching doctors is a time-intensive process. 

I tested three storyboards with two participants and it seemed like a combination of concepts A and C would meet a real need. 

storyboardc

I chose Brigaid as a title for this service to match new moms with groups of care providers based on their personal beliefs. I then started prototyping to see how it might work.

brigaidlogo

Prototyping & Research: Wireframes

First draft
I researched digital experiences that require users to fill out multiple questions to build profiles and decided to experiment with an OkCupid-style questionnaire. The questions from this first draft came from concepts I heard about in the interviews.

I tested this concept with Megan and she said the questions were too direct. Including negative language and only having "yes" or "no" options could make moms feel uncomfortable.

Second draft
Adding less direct questions made the questionnaire experience longer, but more comfortable for the user. 


Prototyping: Interface Design

The brand’s visual identity currently reflected the project’s initial healthcare focus. 

Since the concept expanded to multiple types of care providers, the brand colors needed to be less sterile and more nurturing.