Tiny test A letter from Helsehjelpen (Ameesha + Ann Kristin)
Duration: 30 minutes
Tools: Zoom + MIRO
In a facilitated discussion, the Helsehjelpen team built a letter that could be sent to all the residents of Larvik.
The aim was to portray Helsehjelpen in the right way, and to create a dialogue between Larvik of citizens and Helsehjelpen.
Introducing a new norm
Learnings + Reflection
There was an ongoing and interesting discussion going on around not only words, but also: why are words important? What is the purpose of the letter itself? There was common agreement around moving from a formal, typically “public sector language”, to a more emotional, engaging and personal language, to help increase the feeling of ownership. It is important that the users feel ownership to the service, this can be done through thoughtful use of language. “I think that “to offer” something, is words that are creating distance, it’s something that we use when we talk about goods and services, not people.”
Keeping it tiny
In conducting these tests we experienced the value of keeping the test “tiny”, low threshold and playful. Doing this helped the tests be engaging, understandable for the participants and insightful.
By having different test types to work with, it was interesting to notice that the engagement of the
participants varied per case, especially between the digital and physical formats.
The amount of participants varied from individuals to small groups. In our experience both are equally valuable to get insights.
When the participants are reflecting on the test experience, it is important to ask open questions related to the task while still remaining flexible and observant of what we don’t expect.
Always a lesson
There is always a lesson to be extracted. If the test goes as expected or not, the result will still reveal something about the participants and the social structures that guide them. It’s good to think: “If the test was not successful, what does it tell us about the surrounding social structures?”
The tests were also useful to check our initial assumptions. In this sense, some of our findings were contradicted, reinforced and diverged from the data we gathered before.
Worth the time
It is also important that the participants feel that the tests are relevant for them. Some participants expressed that the tests were useful in making them aware of things they take for granted in everyday work and routines.
6. Big Picture Learnings (Helsehjelpen + Remote care)
Even though Helsehjelpen and Remote Care are originally two pilots, they are now deeply mixed in their tasks and routines, which affects their work structures and roles. These challenges are reinforced by the staff’s work ethics and their excessive amount of work.
The Helsehjelpen team seems to be on the right path towards a common vision of what their service offerings and focus are, but they currently express it in different ways.
By surfacing the different visions of what and who the team should be, they can quickly become even more aligned and communicate a clear message to the right people.
Patient ownership is a core element of Helsehjelpen’s service offering, this can be reinforced in the use
of the communicated language. We see the phrase “Help to self help” as core to the future of Helsehjelpen and Remote Care.
Our project deliverables are not focused on typical service design outputs like service blueprints or journey maps, but instead on lessons and reflections from the whole process. We recognize that the processes we went through, from research through to the tiny tests, only scratch the surface of the Larvik healthcare system. However, by supporting the already existing culture of exploration with more intention and thoughtfulness, we hope the staff at Remote Care and Helsehjelpen can proactively study and shape their collective and individual social structures through small-scale actions, and ultimately inspire the bigger system to make a difference for the citizens of Larvik.