Samsung Ultrasound Experience | Process and Results from a Cross Platform Concept for Medical Market

Professional Case published and presented @ Interaction South America 2015 & @ IXDA-RJ UX Talks.

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This article exposes the process of research, design, validation and results of a cross-platform solution focused on medical market. The solution was based on the challenge of generating a market differential for a Samsung ultrasound equipment connecting a diverse group of equipments and devices (smartphone, smartwatch, tablet, notebook, Smart TV, air conditioning, cameras and the ultrasound equipment itself). So this article describes the methods used and the sale results generated by the fact that the project hd been developed focusing on user needs.

Transcript

1. Viviane Delvequio SAMSUNG ULTRASOUND EXPERIENCE
2. Viviane Delvequio + 2003 Unicamp | Information Technology + 2011 Faber Ludens | Interaction Design + 2004 Inst. Eldorado | software development + 2013 Samsung | innovation and research + 2016 Globo.com | video platform development about.me/vod viviane.delvequio@gmail.com @videlvequio Samsung Ultrasound Experience + 2014 ~ 2015 + 2015 Interaction South America + 2016 Patent Filed
3.  Objective  Research  Findings  Validation  Result CONTENTS
4. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio OBJECTIVE
5. Samsung Ultrasound Experience Viviane Delvequio Exam room Competitive Differentiation
6. Samsung Ultrasound Experience Viviane Delvequio
7. Samsung Ultrasound Experience Viviane Delvequio
8. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio RESEARCH
9. Samsung Ultrasound Experience Viviane Delvequio Social Networks Research  Mother and families behaviors 1st STEP: Understand the MARKET Health Team Interview  Companies approach  Health Market Culture Desktop Research  Clinic Practices and Pitch  Applications and Solutions
10. Samsung Ultrasound Experience Viviane Delvequio • Clinics • WS80 Launch • Mothers Interviews 2nd STEP: Understand the USERS
11. Samsung Ultrasound Experience Viviane Delvequio Reception Radiologist Assistant Administration Applicants Mothers Health Team Exams Exam room Doctors Reception Waiting room Mothers Family Interview Observation User Research 2nd STEP: Understand the USERS
12. Samsung Ultrasound Experience Viviane Delvequio 3rd STEP: Understand EXPERTS
13. Pregnant User Journey Before Booking Clinic After Booking Waiting room Reception Exam room Consulta Social events displacement Waiting room baby birth Consulta Social events Reception Agendar o pró http://thumbs.dreamstime.com/z /smart-watch-icons-mobile-icon- set-31496814.jpg ximo exa http://thumbs.dreamstime.com/z /smart-watch-icons-mobile-icon- set-31496814.jpg me Deslocamento no dia da consulta até a clinica Preencher cadastro Staff oferece o exame de 3D/4D Pagamento Entrar com Nome,datas, medico,DUM Ligar para pai para dar infos Espera a chamada para a consulta Usar web para distração Redes Sociais Ver TV Acompanhante s impacientes usam web, youtube e redes sociais Staff conduz até a sala de exame Amigos ou família para ver fotos/exames Redes sociais IM para amigos email Procurar clinica (se não houver indicação) Trocar-se Espera pelo médico Exame médico é informado: _ humor _ Exames _ 3D/4D 1 - exames clinicos 2 - “Visita” ao bebe / 3D / 4D Staff conduz até a sala de espera Ligar para pai para dar infos (desacompanhada) Redes sociais IM para amigos Espera o exame Ver TV Usar web para distração Marcar retorno Retirar Exame Retirar CD Se tiver edição, retira-se CD alguns dias depois marcar consulta Levar exame Avisar pai Chá de bebê Reunir amigos ou família para ver fotos/exames Rede Social Acompanhamento Levar exame Ligar para pai para dar infos Arrumar a mala do bebê/mãe Deslocamento até maternidade Avisar pai Avisar familia Avisar amigos Redes Sociais Intant Messeges Banheiro Banheiro remember Pictures Filmes comparing Ultrasound VS actual baby Redes sociais IM para amigos email
14. The experience happens trough time and with multiple touch points.
15. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio FINDINGS
17. Exam room
18. After Booking Waiting room Reception Exam room Before Waiting room Pregnant User Journey
19. Before Booking Clinic After Booking Waiting room Reception Exam room Consulta Social events displacement Waiting room baby birth Consulta Social events Reception remember Pregnant User Journey
20. Samsung Ultrasound Experience Viviane Delvequio ACTORS Doctor
21. Samsung Ultrasound Experience Viviane Delvequio Grand Father Grand Mother Grand parents (father) Baby brothers Father Uncles friends (mother) friends (Father)) Social network friends (Father)) Social network friends (mother) Clinic doctor Obstetrician Clinic staff Z Mother Emotional links Non emotional links ACTORS
23. It's like a car Doctor
24. Patient Visiting the baby
25. Doctor Patient
26. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio IDEAS SELECTION
27. Samsung Ultrasound Experience Viviane Delvequio Innovative solutions thought as a service Integration between all users of the service Integration with all possible Samsung devices Health
28. Samsung Ultrasound Experience Viviane Delvequio Booking Waiting room Reception Exam room Consult Social events displacement Waiting room baby birth Consult Social events Reception remember Mother Father Family Friends Obstetrician Radiologist Assistant Receptionist Clinic Manager
29. Samsung Ultrasound Experience Viviane Delvequio Technical Analysis Market Analysis
30. Samsung Ultrasound Experience Viviane Delvequio Booking Waiting room Reception Exam room Consult Social events displacement Waiting room baby birth Consult Social events Reception remember Mother Father Family Friends Obstetrician Radiologist Assistant Receptionist Clinic Manager
31. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio VALIDATION
32. Samsung Ultrasound Experience Viviane Delvequio HIGH FIDELITY PROTOTYPE
33. Samsung Ultrasound Experience Viviane Delvequio PUBLIC SHOW OFF Videos exhibition Prototype show Exposing Brazilian Scenario
34. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio RESULTS
36. Samsung Ultrasound Experience Viviane Delvequio Sales Impact + Positive Feedback
37. Samsung Ultrasound Experience Viviane Delvequio “I almost cry with this technology. Samsung is leading the innovations” “I saw the solution and then I saw the E10 (GE). And I think Samsung has a solution while GE has only an equipment.” “Machine, technology, these things do not change too much. But the service focused on the users creates value for the customer and consequently to us (the clinic owners)”
38. Samsung Ultrasound Experience Viviane Delvequio
39. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio QUESTIONS?
40. Samsung Ultrasound Experience Viviane Delvequio Samsung Ultrasound Experience Viviane Delvequio Viviane Delvequio about.me/vod viviane.delvequio@gmail.com @videlvequio