DESIGNING FOR INTEGRATED CARE
Experience Architecture
Experience can make or break outcomes, and Design can make or break Experiences
DESIGN CHALLENGE
SOLUTION
IMPACT AND DELIVERABLES
Experience is not just about interacting with an object or a service, or a desirable ‘add-on’ that helps make something memorable, enjoyable or profound. If we are to talk about ‘holistic experiences’ we need to realize experiences exist continuously along different level journeys on which our customers and users are likely to go through.
How, then, might we find a way to categorize experiences and the different actors, contributors and detractors that can help or hamper the journey our users and customers are supposed to go through?
Approaching experiences as cascading journeys that go from micro (ex: logging into to an app) to macro (ex: becoming a parent for the first time). Each level of the architecture inform each other, while having their own goals and deliverables.
The experience architecture supports proposition development at each layer and promotes conscious laddering up and down between the levels.
By laddering down from the higher levels we ensure investment in the right touchpoints and modules, while laddering up is a mechanism by which the experiences delivered at a lower level produce the desired outcomes on higher level.
Connecting products, services, systems and experiences to Quadruple Aim goals of healthcare domains;
Improved ways of organising teams around domains, experience layers and supporting systems (ex: Design system);
Improved and standardised use of design artefacts, tools and methodologies at and across each experience layer.
Aligned semantic network across multi-disciplinary teams.
Strengthening of a federated community of enthusiasts contributing to the improvement of ecosystem design practice.
TEAM
Sponsor Paul Gardien (Philips Experience Design)
Project Lead Clara Martins
A special mention to Kleber Puchaski, the visionary mind that first extended Brad Frost’s Atomic Design into the first versions of the Experience Architecture.
First iteration of the Experience Architecture applied in the work with the Philips Clinical Informatics team
A descriptive and illustrated version of the Experience Architecture depicting the different types of experiences that each level captures
The Experience Architecture depicting interdependence of levels towards achieving and measuring outcomes