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PROCESS
Expert Opinions
The current stage of the service concept and the proposal were Structures | The how
then reviewed by design thinking practitioners from Pensaar
Design. Through this session, the nine key themes of the design Creating accurate, inclusive documentation of ISM’s
proposal were seen as having an inconsistent structure, with multi- Effectiveness
ple layers of information being hidden in the text. As suggested by
the design practitioners, the Iceberg tool was then applied on the Using simple, economically viable solutions to build trust
insights, based on suggestions, thereby bringing more clarity to the
insights and problem statement on the whole. Enhancing follow-up consultation systems for patients
The key Patterns, Structures and Mental Models behind identified Making ISM digitally accessible
through using the Iceberg tool are as follows:
Providing cost-effective quality treatment through
standardisation
Patterns | The observable context
These Structures served as How prompts for the participants during
The growing influence of urban Indian lifestyles on chronic the ideation phase of the co-creation session.
illnesses
The cycle of fraud and distrust in ISM because of the
presence of unqualified practitioners Mental Models | The why
The conditioning of the urban Indian’s perception through the Enhance collective and peer-to-peer trust in ISM
internet
Bring ISM to the forefront of mainstream medicine
The long drawn timelines of healing in ISM as a reason for
lack of follow through amongst patients Bringing a trustworthy appearance to ISM medicine and
treatment
ISM’s effectiveness in treating chronic illnesses as being
superior to allopathy Supporting the national drive for integrative medicine
These Patterns, later on also served as material for setting the These Mental Models served as Why prompts for the participants
context for the participants in the co-creation session during the ideation phase of the co-creation session.
