Designing an Information and Communications Technology Tool With and for Victims of Violence and Their Case Managers in San Francisco: Human-Centered Design Study
Designing an Information and Communications Technology Tool With and for Victims of Violence and Their Case Managers in San Francisco: Human-Centered Design Study
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DOI：
10.2196/15866
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发表时间：
2020-08-24
影响因子：
5
通讯作者：
Sammann, Amanda
中科院分区：
文献类型：
--
作者：
Patel, Devika;Sarlati, Siavash;Sammann, Amanda
背景：暴力是一个公共卫生问题。以医院为基础的暴力干预项目，如旧金山环绕项目（WAP）已被证明可以减少未来的暴力伤害。WAP模式雇用文化上有能力的病例管理人员，他们招募和登记受暴力伤害的病人作为客户。客户对WAP干预的接受程度是不同的，项目的成功取决于精简、及时的沟通和对资源的获取。在面临暴力再伤害风险的人群中，智能手机的高使用率为设计量身定制的信息和通信技术（ICT）工具提供了机会，以支持以医院为基础的暴力干预方案。目标：目前的证据表明，在卫生保健领域开发的信息通信技术工具可能无法成功地吸引弱势群体。本研究的目的是使用以人为中心的设计方法来确定WAP客户和案例管理人员的独特通信需求，以设计移动ICT。方法：我们对用户进行了15次半结构化访谈：客户、他们的朋友和家人、案件管理员以及暴力干预和预防的其他利益相关者。我们使用以人为中心的设计和主题分析的一般归纳方法来确定定性数据中的主题，然后将其外推到洞察力陈述中，然后重新构建为设计机会。开发了潜在的移动ICT应用程序屏幕线框图来描述这些机会。结果：主题分析揭示了四个主要的见解，这些见解以用户的相反需求为特征。(1)一段成功的恋情既包括工作上的，也包括个人的。客户需要这个全天候服务，但案例管理人员只能在工作时提供支持。(2)沟通需要感觉个性化，但并不总是需要个性化。(3)疗愈是一个技能发展和生活方式改变的过程，必须得到承认、监督和奖励。(4)社交网络需要提供同伴支持来治疗，而不是同伴压力来传播暴力。这些见解产生了以下相关的设计机会：(1)在控制访问权限的同时最大限度地提高个人联系，(2)允许案例经理个性化自动客户交互，(3)让客户对进度负责并奖励成就，(4)建立一个相互联系但保密的社区。结论：以人为本的设计使我们能够发现独特的见解和设计机会，为WAP社区设计一种新颖的定制移动ICT工具提供信息。
Background: Violence is a public health problem. Hospital-based violence intervention programs such as the San Francisco Wraparound Project (WAP) have been shown to reduce future violent injury. The WAP model employs culturally competent case managers who recruit and enroll violently injured patients as clients. Client acceptance of the WAP intervention is variable, and program success depends on streamlined, timely communication and access to resources. High rates of smartphone usage in populations who are at risk for violent reinjury create an opportunity to design a tailored information and communications technology (ICT) tool to support hospital-based violence intervention programs.Objective: Current evidence shows that ICT tools developed in the health care space may not be successful in engaging vulnerable populations. The goal of this study was to use human-centered design methodology to identify the unique communication needs of the clients and case managers at WAP to design a mobile ICT.Methods: We conducted 15 semi-structured interviews with users: clients, their friends and families, case managers, and other stakeholders in violence intervention and prevention. We used a human-centered design and general inductive approach to thematic analysis to identify themes in the qualitative data, which were extrapolated to insight statements and then reframed into design opportunities. Wireframes of potential mobile ICT app screens were developed to depict these opportunities.Results: Thematic analysis revealed four main insights that were characterized by the opposing needs of our users. (1) A successful relationship is both professional and personal. Clients need this around the clock, but case managers can only support this while on the clock. (2) Communications need to feel personal, but they do not always need to be personalized. (3) Healing is a journey of skill development and lifestyle changes that must be acknowledged, monitored, and rewarded. (4) Social networks need to provide peer support for healing rather than peer pressure to propagate violence. These insights resulted in the following associated design opportunities: (1) Maximize personal connection while controlling access, (2) allow case managers to personalize automated client interactions, (3) hold clients accountable to progress and reward achievements, and (4) build a connected, yet confidential community.Conclusions: Human-centered design enabled us to identify unique insights and design opportunities that may inform the design of a novel and tailored mobile ICT tool for the WAP community.