Designing Communities of Care
Strategic Social Interaction Design in Healthcare
To design social Communities of Care, you must commit to framing a narrative of human behavior mediated by interfaces – with a strong understanding of conversation models, social interaction and interpersonal engagement models that, while well-understood in academic and gaming communities – are simply not well know in the user experience design community of practice.
Social Interaction Design is not web design. It’s not interaction design, but it does fall within the rubrik of user experience design. It’s about designing complex ecosystems that support conversation, collaboration, intimacy, and play — in short, community. Problem is, many people – especially in the IxD world – don’t understand how to design for engaging communities.
Many healthcare providers and startups are rushing to deliver on the promise of supportive online communities for people while simultaneously trumpeting personal health records and electronic medical – creating potential privacy and trust issues. They are looking to this self-same UX community to hack together yet-another-online community site – and without the proper tools – you just know things could get bad.
Amy Cueva is Founder, Chief Experience Officer, and Healthcare Principal at Mad*Pow, an experience design agency. She partners with clients like Google, Aetna, Fidelity, and Monster to create strong cross-channel digital strategies, first class user experiences, and streamlined internal processes. She has built Mad*Pow’s user-centered design methodology as the vehicle to synergize business goals, customer needs, and technology requirements.
Will Evans is Director, Experience Design for Semantic Foundry with 14 years industry experience in interaction design, information architecture, and user experience strategy. His experiences include directing UX for social network analytics and terrorism modeling at AIR Worldwide, UX Architect for social media site Gather.com, and senior interaction designer/information architect at kayak.com. He worked at Lotus/IBM where he was the senior information architect, and for Curl - a DARPA-funded MIT project when he was at the MIT Laboratory for Computer Science. Prior to Curl, Will was an interaction designer for Dataware working on various search (Northern Light) and KM related product suites including KM Suite II and QueryServer.