Learning Launch for Testing a Voice-Application

for patients with dementia

Challenge:

I work as an innovation consultant in a digital agency. In this role I was part of a team that was to  develop digital applications for the healthcare market together with a telecommunications company.  These were to be based on a newly developed voice application of the company.   The developed idea: A voice application for patients who have dementia in the early stages but still  live alone at home or live with their relatives. The application reminds the patients of routines and can  be controlled by voice - e.g. for emergency numbers.   The potential customers were basically relatives who want to support their family members as much  as possible and for these decisions. The challenge: in the previous process, various design thinking  tools were used, but many parameters were based on assumptions, as the company had experience  in B2C and B2B, but not with patients as customers. In addition, the relatives were not sufficiently  involved in the process of "what is" and "what if", so that adequate testing of the application became  necessary.   Since the telecommunications company had sufficient IT specialists available, creating a prototype  was not a problem.

Selection:

For this reason, I decided to create an extensive Real-Life Test, a Learning Launch, where in focus  groups possible customers and their relatives suffering from dementia could test the application. The  aim was to find out how the application can be embedded in everyday life, how patients use the  application and how it helps them, and whether the relatives' need for security is satisfied.   In addition, it was to be tested to what extent the main applications programmed for the voice  application actually met the needs of the patients. Is such a voice application even used in everyday  life by dementia patients? Were the pre-programmed questions the actual questions that patients  asked in their everyday life or are they a "big lie" and patients have completely different questions?  Are there reasons why such an application should not be used or are there better starting points for  marketing? How do less technology-affine customers act (these were chosen as "sceptics")?

Application:

To realize a sufficiently large Learning Launch, prototypes of a voice application for dementia patients  were developed together with the IT experts of the telecommunications company. Initially, no special  speakers were selected for this purpose, but an application was programmed for already existing  devices such as mobile phones. Through an association that cares for the relatives of dementia  patients, an adequate target group for the Learning Launch was found. The association was  convinced that participating in such a group could lead to the relatives having less to worry about and  possibly even find new "control mechanisms".   Through the association, 18 relatives were found who made the application available to their relatives  suffering from dementia. Each "customer" and patient was first given an introduction to the  functionality of the device and various adjustable settings were made (volume, positioning in the  house/flat...), then the test period of 4 weeks was discussed. The relatives were encouraged to keep a

"diary" in which positive and negative experiences were recorded, different ideas for further  application possibilities could be collected and different scenarios in which the application was used  could be described.   During the four-week test phase, most of the test persons were not contacted, except for a short, joint  exchange in the middle of the test phase. The aim was to ensure that the application could be  integrated into everyday life and that conditions were found as natural as possible, without us as  consultants constantly reminding them of its use. Proactively we could be contacted as consultants for  assistance.  Following the test phase, a joint workshop was held in which the learnings were collected and  clustered.   Interestingly, the user group was extremely heterogeneous. Many potential customers used the  application as the team had hoped. For some customers, however, the introduction phase was too  short or they did not know how to integrate the application into their everyday life. Although the  meeting after 2 weeks helped, the first test phase was lost. The use of a functioning prototype  ensured that a "real-life-experience" could be created, which basically provided the patients with great  added value.

Insight

The results of the Learning Launch had a great influence on the final result of the application. The  final workshop provided condensed insights into the behaviour of customers and patients and to what  extent such an application can be integrated into everyday life. Insights for further product design  were gained at various unexpected levels:

1. the Learning Launch provided very condensed insights into the everyday life of patients and  the possibility of integrating an application into everyday processes

2. the test made it clear that a single terminal device was not enough, but that additional devices  were needed in the household.

3. it turned out that a Learning Launch required interactive possibilities, for example, so that  relatives themselves could record new questions.

In addition, the Learning Launch led to a high level of interest in the product among the test  customers, who also participated in the further development process. The majority even agreed to  participate in an iteration of the Learning Launch. At the same time, errors in previous process steps  could be eliminated.

Approach

The success with the Learning Launch led to the fact that I will definitely use the tool again in the  future. Especially the ability to identify "big lies" and generate new facts speaks for itself.  Nevertheless, I would change some things: for one thing, I would not leave the customer group  unattended for such a long period of time and rely on them to fill in their diaries. This can lead to  results being falsified or not being of the right quality. On the other hand, I would include a more  interactive part in the module. This already strengthens the bond to the product during the Learning  Launch and can - at least in this technologically based case - increase the personalization  enormously.   By working more closely together during the Learning Launch, even deeper insights can be generated  and it can be ensured that previously made assumptions are verified or rejected.


Learning Launch for Testing a Voice - Application for patients with dementia Challenge : I work as an innovation consultant in a digital agency . In this role I was part of a team that was to develop digital applications for the healthcare market together with a telecommunications company . These were to be based on a newly developed voice application of the company . The developed idea : A voice application for patients who have dementia in the early stages but still live alone at home or live with their relatives . The application reminds the patients of routines and can be controlled by voice - e.g. for emergency numbers . The potential customers were basically relatives who want to support their family members as much as possible and for these decisions . The challenge : in the previous process , various design thinking tools were used , but many parameters were based on assumptions , as the company had experience in B2C and B2B , but not with patients as customers . In addition , the relatives were not sufficiently involved in the process of " what is " and " what if " , so that adequate testing of the application became necessary . Since the telecommunications company had sufficient IT specialists available , creating a prototype was not a problem . Selection : For this reason , I decided to create an extensive Real - Life Test , a Learning Launch , where in focus groups possible customers and their relatives suffering from dementia could test the application . The aim was to find out how the application can be embedded in everyday life , how patients use the application and how it helps them , and whether the relatives ' need for security is satisfied . In addition , it was to be tested to what extent the main applications programmed for the voice application actually met the needs of the patients . Is such a voice application even used in everyday life by dementia patients ? Were the pre - programmed questions the actual questions that patients asked in their everyday life or are they a " big lie " and patients have completely different questions ? Are there reasons why such an application should not be used or are there better starting points for marketing ? How do less technology - affine customers act ( these were chosen as " sceptics " ) ? Application : To realize a sufficiently large Learning Launch , prototypes of a voice application for dementia patients were developed together with the IT experts of the telecommunications company . Initially , no special speakers were selected for this purpose , but an application was programmed for already existing devices such as mobile phones . Through an association that cares for the relatives of dementia patients , an adequate target group for the Learning Launch was found . The association was convinced that participating in such a group could lead to the relatives having less to worry about and possibly even find new " control mechanisms " . Through the association , 18 relatives were found who made the application available to their relatives suffering from dementia . Each " customer " and patient was first given an introduction to the functionality of the device and various adjustable settings were made ( volume , positioning in the house / flat ... ) , then the test period of 4 weeks was discussed . The relatives were encouraged to keep a " diary " in which positive and negative experiences were recorded , different ideas for further application possibilities could be collected and different scenarios in which the application was used could be described . During the four - week test phase , most of the test persons were not contacted , except for a short , joint exchange in the middle of the test phase . The aim was to ensure that the application could be integrated into everyday life and that conditions were found as natural as possible , without us as consultants constantly reminding them of its use . Proactively we could be contacted as consultants for assistance . Following the test phase , a joint workshop was held in which the learnings were collected and clustered . Interestingly , the user group was extremely heterogeneous . Many potential customers used the application as the team had hoped . For some customers , however , the introduction phase was too short or they did not know how to integrate the application into their everyday life . Although the meeting after 2 weeks helped , the first test phase was lost . The use of a functioning prototype ensured that a " real - life - experience " could be created , which basically provided the patients with great added value . Insight The results of the Learning Launch had a great influence on the final result of the application . The final workshop provided condensed insights into the behaviour of customers and patients and to what extent such an application can be integrated into everyday life . Insights for further product design were gained at various unexpected levels : 1 . the Learning Launch provided very condensed insights into the everyday life of patients and the possibility of integrating an application into everyday processes 2 . the test made it clear that a single terminal device was not enough , but that additional devices were needed in the household . 3 . it turned out that a Learning Launch required interactive possibilities , for example , so that relatives themselves could record new questions . In addition , the Learning Launch led to a high level of interest in the product among the test customers , who also participated in the further development process . The majority even agreed to participate in an iteration of the Learning Launch . At the same time , errors in previous process steps could be eliminated . Approach The success with the Learning Launch led to the fact that I will definitely use the tool again in the future . Especially the ability to identify " big lies " and generate new facts speaks for itself . Nevertheless , I would change some things : for one thing , I would not leave the customer group unattended for such a long period of time and rely on them to fill in their diaries . This can lead to results being falsified or not being of the right quality . On the other hand , I would include a more interactive part in the module . This already strengthens the bond to the product during the Learning Launch and can - at least in this technologically based case - increase the personalization enormously . By working more closely together during the Learning Launch , even deeper insights can be generated and it can be ensured that previously made assumptions are verified or rejected .