Paramedics complete complex and demanding tasks on a regular basis. However, there is often little understanding of the challenges they face during calls. While some of these challenges may be too complex to tackle in a four-month design course, certain challenges can.
The experience map above was developed to understand and showcase the challenges facing a paramedic during a call where a patient is experiencing heart problems (caridac event). The following steps were taken to develop the map:
Findings from desk research were used to identify some possible areas of challenge for the paramedics. A large number of challenges were identified, requiring discussion within the design team to limit the scope of our system to challenges that met the assignment criteria. Once this was decided, an interview guide was developed for use with subject matter experts.
A group demonstration was arranged so that paramedic stakeholders could demonstrate their process and contextualize the scenario to a call responding to a cardiac event. During this demonstration, questions adapted from the interview guide were answered.
The collected information was analysed and visualized as an experience map showcasing actions and challenges faced by paraedmics during a cardiac event. While the ethnography informed the majority of the content, desk research was used to layer on additional information and identify opportunities for innovation.
The above map was presented to project stakeholders for feedback on accuracy of content, as well as overall presentation of the information.
The final experience map proved to be a valuable discussion aid as it provided a visual that allowed the stakeholders to see where the most challenges are being faced. Equally as important, the map provided a baseline for stakeholders to critique and reflect on their own experiences.