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PROCESS
Some of the changes and suggestions made to the concept during
the feedback were as follows:
The multi-level networking model was made into a paid
partnership model where the partners are provided basic
training. They become paid ambassadors for the service in
their local community and are responsible for spreading the
word.
The health truck could also work as an extension of the
hospital’s services and not just as an independent service in
collaboration with ISM institutes.
The events organised as part of the healthcare session may
be superfluous and may not add as much value to the
Storyboarding & Sharing perception of ISM. These could be funded and supported
once trust is built through the healthcare services
The process of building a narrative around the user helps flesh out themselves.
the system through a holistic understanding of the user’s experi-
ence. The individual touch points that make up the complete experi- The branding of the service is key to how it may be
ence can be mapped from beginning to end, getting a better perceived by the users. Especially a service that provides
picture of how each element of the system would play out in reality. services outside the institutional frameworks of a hospital or
Multiple stages of the system could be reiterated through this a clinic.
process by fixing the gaps that had gone unnoticed in the macro
perspective. A free or subsidised health service is often not seen as being
as trustworthy as a paid one. The cost of hiring partners,
The feedback and sharing sessions between each cycle of ideation training them and organising the events must be covered
was most beneficial in identifying the gaps and aligning the system through the health on wheels session.
to a more realistic frame of reference. Each individual’s experience
of similar existing systems added a new perspective to the idea’s Trust can be built through the quality of the service and
viability, and many of the questions that came up became essential regular follow up sessions organised within the locality
to key changes in the system. would be essential to building loyalty amongst its users.
