Winner - Philips Service Design Challenge 2023
Solace
Winning Project Philips Service Design Challenge 2023
Project Type Service Design
Team Aman Sinha, Daisy Dai, Dina Kaganer, Saisri Akondi
Role Product Strategist and Designer
Responsibilities User Research, Product Strategy and Architecture, Product Design
Recognized by Philips, IBM, IKEA, Service Design College, Ellen McArthur Foundation
Duration Spring 2023, 5 Months
How might we provide early support for caregivers of terminally ill patients so as to build opportunities for enjoying more moments together and ease their bereavement process?
Why
There is a critical need for comprehensive support for 6.1 Million (US, Annual) caregivers of terminally ill family members, particularly those dealing with cancer. The emotional, mental, and logistical challenges faced by caregivers during this difficult time often go unaddressed, and Solace aims to fill this gap by providing holistic care and assistance.
What
Solace is an award-winning service design project developed as part of the Philips Service Design Challenge 2023. With a focus on transforming the lives of caregivers of terminally ill family members, Solace aims to provide comprehensive care and support during challenging life transitions, particularly for those affected by cancer.
How
Solace is intended for individuals who shoulder the responsibility of caregiving and require support in navigating the complex challenges that arise during end-of-life care. Solace acknowledges the crucial role played by caregivers and strives to empower them with the necessary wellness resources and care they deserve.
5 months.
102 International Teams.
20 Finalists.
1 Winning Proposal.
The Philips Service Design Challenge
Philips Student Service Design Challenge 2023
Impact
Solace won the Philips Service Design Challenge 2023. Driven by our mission to make a significant impact on the lives of 6.1 million cancer caregivers in the US. Our goal is to optimize the 38 weekly hours that caregivers dedicate to their patients, providing them with invaluable support and resources.
Current Stage
As part of the esteemed Philips Design Incubator program, we are currently collaborating closely with distinguished design leaders at Philips, IBM, and IKEA to elevate Solace to new heights. This invaluable opportunity allows us to refine and expand our product, ensuring it meets the highest standards of design and usability.
Div(erg)ing in
Primary and Secondary Research
SURVEYS
CONTEXTUAL INQUIRY
DIRECTED STORYTELLING
AFFINITY CLUSTERING
The Challenge asked us to
Design a service that enhances resilience and well-being. That supports us, connects us, and builds sustainable happiness for all.
To better understand 'happiness', we began uncovering Grief
Together,
We can ease
Grief.
On average, 7,000 people die every day from various illnesses (source), which means that every day, at least 7,000 families are left to mourn the loss of their loved ones.
The end-of-life stage is emotionally and mentally devastating for family members while forming short-term and long-term implications on their health.
Grief
ˈgrēf
Deep and poignant distress caused by or as if by bereavement.
Current Landscape of Bereavement Care
Unfortunately, there are several problems with bereavement care today, Some of the main issues include: lack of awareness and access to bereavement care, limited availability of grief counseling, stigma around grief and bereavement, and financial constraints.
Bereavement
Care
Administrative tasks increase mental burden
Family members preferred at-home hospice for its higher level of care and more time with loved ones, but certain logistical challenges, such as nurse availability and communication gaps with palliative care, were mentally straining.
Through our interviews, we uncovered specific needs of family members that hospice care is either poorly or not providing.
Lack of guidance in decision-making
Based on initial interviews, family members noted the unpredictable nature of terminal illnesses and a lack of guidance in decision-making.
Lack of supportive network
Family members reported the importance of a supportive network and professional help, but many people don't have access to these resources.
Current landscape of hospice
As reported by the World Health Organization (source), 56.8 million people are affected by serious, chronic, or life-limiting illnesses, leaving not only the patients but also their loved ones struggling with a decline in quality of life.
While hospice care lessens the burden of caregiving for family members, mental health support is all too often overlooked prior to the death of a loved one. It is essential to enhance emotional and mental support for family members, throughout the journey of their loved one's illness and bereavement.
The First Convergence
Insights, Themes, Opportunity, and HMW's
What do we mean by terminally-ill?
Terminal illness refers to a disease or condition that is considered incurable and is expected to result in the death of the patient within a relatively short period of time. The length of time can vary depending on the specific illness and the individual patient, but it is generally understood to mean a prognosis of six months or less. Examples of terminal illnesses include advanced cancer, end-stage heart or lung disease, and advanced neurological disorders. People with terminal illnesses often require palliative care to manage their symptoms and improve their quality of life.
The sudden decline in quality of life experienced by cancer patients, as depicted in the accompanying graph to the left, can be emotionally jarring for their families and loved ones who may not be adequately prepared to handle such a challenging situation, as opposed to a long-term illness for example. Caregivers may find themselves overwhelmed with the sudden responsibilities they are tasked with, leading to heightened levels of stress and anxiety.
Our study led us to coin the term -
Period of Uncertainty*
*An ambiguous time period in which caretakers and loved ones often find themselves in challenging and emotionally taxing situations where they sense the treatment isn’t working for the patient, but still progress with it until finally accepting it’s not working.
THEMES
And one more -Invisible Patients*
*This concept highlights the tendency for caregivers to become 'invisible' in the healthcare system, as their focus primarily revolves around supporting their loved ones, while their own well-being and care are often overlooked or downplayed.
THEMES
Reaching our Opportunity Area
There is an opportunity to provide early support for invisible patients as they care for their terminally ill loved ones throughout the period of uncertainty up until the end of life, so as to build opportunities for enjoying more moments together and ease their bereavement process.
Currently, there is a lack of support provided for caregivers while their loved ones are receiving treatment. Providing early support can help them better manage the challenges of caregiving, prevent burnout, and reduce risk of neglecting their health.
Why
Early Support?
They may not be receiving the same level of attention or medical care as the patient, but they are still experiencing significant physical and emotional stress as they provide care for their loved ones.
Why
Invisible Patients?
During this period, caregivers feel a sense of confusion, fear, and uncertainty about what to expect as the patient's illness progresses. It is when they truly begin to forget about their own wellbeing.
Why
Period of
Uncertainty?
Caregivers realize after the passing that they wish they spent more time creating happy memories, rather than fixating on fighting the disease and the possible role reversal with the patient.
Why Enjoying more moments together?
The Second Diamond
Ideating our way toward a solution
User Persona
Solution Overview
The Invisible Patient -
The One Who is Often Overlooked
Alexa is a 35-year-old woman who is married with two children. Her mother has been diagnosed with terminal cancer, and Alexa now has become her primary caregiver. Within a few months, her mother's condition deteriorated rapidly, and as a result, Alexa became increasingly stressed and overwhelmed.
Despite the significant emotional and mental toll that caregiving has taken on Alexa, she has been reluctant to share her feelings with her family and friends. She’s constantly been putting on a positive attitude for her mother and family, and the constant caregiving has led to her overlooking her own health. As a result, Alexa has become an ‘invisible patient’ who is suffering in silence, trying to keep up a brave face for the sake of her family.
Alexa's situation is not uncommon, as caregivers often neglect their own needs while focusing on the needs of their loved ones.
Empowering caregivers through life’s transitions
Empowering caregivers through life’s transitions
The Solace App
Compassionate Logistical, Mental & Emotional Support
Care Team
Based on Mary's preferences, our AI algorithm recommends a suitable care team from local professionals who have signed up for our platform. Mary chooses a hospice-certified nurse, home aide, volunteer, and social worker who will provide end-to-end logistical support, patient care, and resources throughout her journey of caring for her husband.
Emotional Wellness Toolkit
Mary also receives personal nudges from Solace that remind her to prioritize self-care and suggests activities to enjoy with John. She receives a weekly check-in form to access her emotional well-being. Based on her answers, a personalized toolkit of mental health resources is generated to continuously monitor and support her mental wellness throughout the journey.
Community Connection
On Solace, Mary finds and connects with other cancer caregivers to exchange insights, offer mutual support, and foster resilience.
She also finds Hospice care providers, past caregivers, and volunteers in forums to answer care-related and end-of-life questions, offering her a peace of mind and the confidence of a reliable network.
Besides online groups, Mary also attends verified local events to connect with current and past caregivers to meet face-to-face, forge bonds, and cultivate a supportive community.
The Solace Business Model Canvas
Finding Solace: A Business Model Canvas for Lasting Impact
The Solace Service Blueprint
Get High-res Service Blueprint here.
The Visual Storytelling
With Solace we leveraged Generative AI tools* to create visuals for storytelling.
*DALL-E 2 and Midjourney
