Shock Empathy: Designing an End to Hepatitis C

Shock Empathy: Designing an End to Hepatitis C

It’s 3 a.m. and my mobile phone is ringing incessantly—it’s a research subject calling to say that he’s just discovered that his wife has turned to prostitution to pay for her drug habit. Because of this, he won’t be joining us tomorrow morning’s workshop.
SARA MANZINI — FROG

Missed appointments, hard to reach subjects, low control environments—these are just a few of the hurdles we encountered throughout the research we conducted in France, Sweden and the UK studying the needs of people with hepatitis C. But with extreme empathy and a newfound level of flexibility, we were able to extract valuable insights on how hep C affects those most in need, and how we might be able to design an end to the disease. The resulting documentary footage was captured over four weeks of qualitative research in the United Kingdom, where we encounter Catherine and Mick, two very different archetypes, both suffering from hepatitis C.

Trust is essential in these environments, even if it can be difficult to establish. Yet where judgement is reserved, candor blossoms. The right question can become an opportunity to contribute, and a camera can become an incentive for those hesitant, yet eager to unload their experiences. Throughout our research we translated many stories from our interview subjects into valuable insights. The result of this work was primarily a set of tools that serve as a comprehensive guide to redesigning the hepatitis C care pathway based on human needs.

Author
Sara Manzini
Principal Service Designer, Healthcare
Sara  Manzini
Sara Manzini
Principal Service Designer, Healthcare

Sara is a service designer and one of the leaders of the healthcare practice at frog. She is passionate about designing healthcare experiences that make people feel good and that transform health and business outcomes for a more equal, secure and balanced future of healthcare.

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