FEELING IN CONTROL: DESIGN TANGIBLE SELF-HEALTH MANAGEMENT SERVICE TOUCH PONITS FOR

THE ELDERLY WITH HOLISTIC EXPERIENCE

Zhiyong Fu, Dandan YuTsinghua University.

fuzhiyong@tsinghua.edu.cn

ABSTRACT

This paper presents how to improve the holistic user experience for the elderly by designing the new self-health management service based on multi-screen platform and tangible touch points. As theconnected touch point, Med-Cube is designed to help the elderly feel in control when they handle with the complicated multi-screen devices, like TV,tablet PC and mobile phone. In order to create seamless connection between the elderly and the multi-screen service system, we designed the context aware interaction flow based on the elderly’s common experience and behavior of everydayself-health management, such as recording,reminding and navigating. This self-healthservice system helps the elderly to createintegrated user experience between virtualonline world and physical world as well. The self-health service system also links the elderly with family, friends and doctors by cross-media platform and socialnetwork. Our vision in this study is giving the elderly independent, healthy, self-controlled life by the tangible touchpoints and holistic cross-media self-health service experience.

Keywords: Service Design; Multi-Devices Interaction; Holistic Experience; the Elderly; Self-health Management.

INTRODUCTIONWith the rapid development of technology, the new products and new social model are constantly driving the change of our lifestyle. Furthermore, healthcare service has established its new model in the digital environment. Incurrent aging society, the old people need to improve their abilities to live alone. Self-management and Social networking service has become future trend of healthcare service. Cross-

platform of social media and ubiquitous computing technology provides new opportunity for service innovation. Meanwhile, the elderly need new natural interaction ways to connect with online and offline life, and provide them better health care service. We start this self-health management for the elderly with diabetes research project in our design lab, and attempts to establish the service prototype for the studies on interaction pattern, multi-screen system integration and tangible touch point development.

For elderly people with chronic diseases, the complicated technology will become an obstacle in healthcare service. In order to help the elderly enjoy the convenience of the informationtechnology, we try to combine their natural understanding, conventional behavior and cognitive patterns into a new model of service. This can also helpthe senior citizens establish self-confidence and cultivate sustainable lifestyle. This project will contribute on how to close the relationship betweenthe elderly and information technology in designing for healthcare service.

More and more Chinese families in city are possessed of large size screen devices like LCD TV, PC or laptop, and different small size screen devices, like iPad, smart phone. All these devices had different control methods, from button click to touch screen. Youngpeople like to try new technologies and also glad to buy or deliver the new smart product as gift for parents to present their dutiful respect, in the light of Chinese tradition. The main problem for the elderly is not to control the single device, but also how to connect the different devices to perform a task. Because the process of control new technology and metaphor of

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feedback are exceeded the elderly’s experience.

Although modern science and technology will bring convenience, the elderly still prefer the traditional media and products because of uncontrollable and unknown fear in new technology. Hence, the elderly need natural interface to participate online communication and manage self-health with digital products. And we also need combine the digital information service with traditional media experience to create correspondences between the virtual world and real society.

RELATED RESEARCHThe World Health Organization defines health as “a state of complete physical,mental and social well-being”(1946). Health is a resource contributing to thequality of our everyday living (1986). Health as well-being depends not just onhealthcare but also on employer practices, social policies, and self-management. The research on self-management suggests that patients reclaim their role as adults responsiblefor their own well-being (Dubberly, Mehta, Evenson, Pangaro, 2010). As Melanie Swan reports, “a collaborative co-care model is starting to evolve for healthcare delivery…the patient’s role may become one of active participant, information sharer, peer leader and self-tracker, while the physician’s rolemay become one of care consultant, co-creator and health collaborator” (Swan, M. 2009). Therefore, Self-Management is a new way of living and help the elderlyto improve quality of living by their own ways and language. Meanwhile, onlinesocial-network applications creating communities can support the elderly to achieve health information and spiritualcomfort. Few findings show that factual information about the disease; practical

tips about how to handle the situation, and emotional support are the major topics of online empathic communication (Preece and Ghozati, 2001). And valuing the community, giving advice based on one’s own experiences and sharing life experiences are major online community topics. Members value both informationaland emotional support. (Wright, K.B.1999)

There are few researches discussed the potentials of computer system with the tangible user interface narrow the digital divide for older adults. In one study, researcher designed a prototype named TanCu and find tangible design allows the development of easy to learn technologies, suitable even for elder users without prior computer knowledge. (Wolfgong Spreicer, 2011) Another mullti-platform framework called XPlace are designed to enable interactive applications for several environments. Tangible UI is provided to control the state of digital data. Digital camera and TV screen are minimizes the adoptionbarrier for people with limited IT knowledge. (Deriu, Paddeu, Soro, 2010) In the article about digital television,it explored a range of methodologies andinteractive approaches designed to support older people who have difficulties in using current interface models for digital TV. The examples in this article strengthened the case for digital TV applications that were built on mental models more familiar or easierto develop by older people, particularlymaking use of the tangibility of real-world objects. (Rice and Alm, 2008)

CHARACTERISTICS OF THE ELDERLYIn the era of information economy, informative and digital services change our lifestyle gradually. However, the elderly people potentially accounting for 11.03% of the Chinese aged

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population are marginalized to the edge of information era. It is difficult for them to handle or control the new information application or service because of lacking of relevant experience and knowledge background.

Therefore, they often have psychologicalfrustration when they handle new products or service. Then the elderly will be self-excluded in the society andslowly out of touch with the society, thus resulting in a series of psychological illness, such as loneliness, lacking of self-confidence, communication deficiency and even depression. Below factors show the physical and psychological factors that affect the elderly to interact and manage information.

VISUAL FACTORSThe elderly’s eye crystal stretching capabilities will gradually weaken, and cannot clearly see near objects, what itis presbyopia. In addition, the visual sensitivity of the elderly are declined to sense the cool colors like blue, green and purple, except the warm colorslike red, yellow and orange. They also can't adapt to changes in the lighting intensity.

These visual factors will directly affect the way of reading digital information, for example, the legibility, reading speed, comprehension, navigation and search. When design for older people, the visualinterface, text size, font, spacing, color (background and foreground), pattern, icon and interaction should be different with the common user interface.

COGNITIVE ABILITY The cognitive problems, such as pattern of problem solving, mental model, long-

term memory and attention-focusing are the main issues that influence the olderpeople access the Internet. The elderly’s working memory entails temporarily holding and manipulating information while engaging in a variety of cognitive tasks. (Baddeley, 1986)

Temporary memory will affect the elderlyif they can complete the entire task flow successfully. Older people’s long-term memory and the capacity of identifythe details will decline with age. The complex navigation system and second level or hidden search function will weaken the elderly’s user experience andinterface usability.

MOBILITY AND SOCIAL BEHAVIOROlder adults have decreased motor coordination so that it becomes difficult to move and click a mouse, scroll down a Web page (Hawthorne, 2000), or click on standard-size links (Ellis and Kurniawan, 2000). An older adult typically takes longer to completea movement than younger adults [Chadwick-Dias et al. 2003], and their movements tend to be less smooth and less coordinated (Seidler and Stelmach, 1996).

Many older people decrease their social circles when they gradually lost the ability to act. They are isolated in thesmall circle of family and neighbors at the same time. Building a valuable social service system is very important for the elderly. We need to deeply understand people’s need, scenario and environment in healthcare design research. In this paper, we use the service design thinking to find out the relationship among all stakeholders, including self-health care services provider and receiver, even the people indirectly involved in the service

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process, such as the elderly’s family member, neighborhood and friends.

KNOWLEDGE ABOUT TECHNOLOGYOlder people's knowledge and experience affects the design of the interactive device and service from two aspects. First is the knowledge about the home appliances. Elderly people with certain operational experience on the electricalappliances will be extended to the digital platform based on their former mental model, and the elderly will unconsciously follow the physical appliances’ operating habits when they use new digital devices. The elderly that does not have the operating experience sometime can get the assistants from their family and friends. Secondly, the elderly will not always follow the quick updates of the new technology. Their abilities to understand the new terms and learn new knowledge are also limited.

At present, the Chinese senior citizens had been born before 1950s. They had limited experience about the emergence of the digital products. When the computer initially appearance in Chinesefamilies, it was the symbol of high-tech, professional and expensiveness. This first impression caused the elderlypsychological fear to the digital products. When the mobile phone become very popular, they began to understand and learn how to control these digital products actively because the need of living and working. But typing on small keyboard and controlling different kind of devices are still the challenges for them. The elderly wish to cope with new technology because it will bring convenience for them, but in fact they feel out of control because of inappropriate operational experience and

rapid expansion of digital product ecosystem.

RESEARCH METHODSTo better understand the whole self-health care service system and stakeholders, the method of shadowing and user interview are applied in exploring the user requirements. To better explore the elderly’s inner confusion and desirability, the method of directed storytelling is used to acquire the elderly’s living experience and mental model. By observing one typical day in the life of the elderly, we can understand more clearly about theuser activities, social interaction, andthe potential needs.

In the phase of user research, we chose ten elderly people as interviewees, six of them with diabetes, four others with hypertension and bronchitis. After in-depth interviews and shadowing observations, we analyzed the interests of the elderly people and try to find out the stakeholders whom may affect theelderly to live independently. We draw the user journey map based on the combination of interviews and shadowing findings, the visualized map can help usinsight into the life of older persons and easy to develop the further service blueprint later on.

As Buckminster Fuller said “The best wayto predict the future is to design it.” In the design phase, the method of contextual design and interactive prototyping are used to design the interactive process and information structure. The contextual design tasks are included: how to classify and searchinformation, how to plan a daily healthyschedule, how to monitor blood glucose, and how to communicate with family and doctor, etc. We also use interactive

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prototype to simulate the service system, and the simulation environment help us understand how the elderly organize the different tasks in reasonable way, how to control the multi-devices on their intuition.

DESIGN POSITIONING Base on the user research and the service design thinking, the key points of providing better healthcare is not only to improve the specific device and environment, but to help patients to enhance self-management abilities and independent living skills, to enable patients acquires the healthy lifestyle away from the disease. The sustainable health care system should reduce the frequency of hospital visits and the reliance of medicine. Therefore, designing the health care experience forthe elderly, we should design a controlled self-health management systemin the suitable context. A more natural interface will provide for the elderly to feel in control when they dealing with multi-devices system.

We chose the elderly with diabetes as our main target users. The elderly are the core of the entire health care system, they act as participants, facilitator and decision makers of the entire service. The doctor in the service system plays the role of professional supervisor through giving medical advice and diagnosis. At the same time, the family, relatives, friends will play a secondary role to encourage and support the healthy communities and living condition.

In our self-health management system, most of service participants will connect through different devices, such as TV, mobile phone and tablet PC in thefuture. TV screen is one of familiar information “window” for the elderly.

Tablet PC act as an extension of the computer and became more popular in people’s life, it can also be used as TVremote controller, or input device for transferring photos, text, voice and video to other devices. All these devices will build up multi-screen and multi-control platform, the design challenge will be how to connect them toform the holistic experience for the elderly and make them feel in control.

HOLISTIC EXPERIENCE AND BLUEPRINTING

FIVE STAGES OF HOLISTIC EXPERIENCEBased on the frame of Self-management,( Dubberly, Mehta, Evenson, Pangaro, 2010) we established five stages for our self-health management service as follows: The unstable health stage, which

people have irregular lifestyle. The elderly’s daily physical status changes can be recorded by electroniccalendar and share to their doctor and family.

The physical and mental adjustment stage, which the elderly can reach the health related information and understand their health conditions and lifestyle.

The habituation stage, which multi-channel and user-friendly service will help to remind the elderly to domore exercise, eat less sweets and live in good lifestyle.

The health understanding stage, whichthe elderly begin to familiar with the blood glucose records and trend chart, they can form new mental modeland subconscious behavior.

The health maintaining stage, the elderly can control and manage their regular health problem and share their health tips and experience with

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doctors, family, and friends in community.

SCENARIO AND BLUEPRINTINGFor better understanding the stakeholderjourney and service context, a scenario was build to present the typical behaviors and social relationship. The main character is elderly people with diabetes living alone. He has one daughter but is living abroad. They havephone call communication several times in month. The elderly’s blood glucose isinstable; he need control his meals and receive insulin therapy.

The self-health management system will help the older people to setup their ownhealth goals and assess the progress by themself. The elderly people need to understand what is importance of lifestyle regularity in their life, and what kind of healthy rules they should follow. For elderly people with diabetes, long-term blood glucose, medication and diet records can help doctors to accurately understand the patient's condition and give appropriatetreatment and assistants.

Therefore, the service system needs to support the behavior of the elderly in everyday life, such as eating, medication, doing exercise, resting, working or entertainment and even socialinteraction. When all these activities are recorded in the system database, theelderly can use it monitor the health status by themself, and doctors can givetimely and accurate guidance and treatment as well. The perception of older people's mental status, stress, pain, happiness or other feelings is also very important for the self-health service system. Thus, connection with social media will refine the social communication between the elderly and other people, and extend the social

cycle to support the elderly live independently. The method of service blueprint is used here to integrate the five stages of holistic self-health caremanagement experience. (Figure 1)

Figure 1. The blueprint of self-health care management service.

SELF-HEALTH MANAGEMENT TOUCH POINTS Based on the elderly’s common experienceand behavior of everyday self-health management, we designed the service touch points with three main functions, i.e. recorder, reminder and navigator.

TOUCH POINTS: RECORDERAccording to our findings, calendar and diary is most common reminder and recorder in older people’s life, so we use this as metaphor of reminder in self-health management. First we create e-calendar application on the tablet PC for the elderly to record blood glucose and the time of taking medicine. E-calendar will record and store the information about medicine, diet, exercise, and blood glucose for the elderly in every day life. The elderly can draw up their health goals on it. The application will fill the information in e-calendar in terms of their health goals. Then the e-calendar will push the remind information based on the pre-arranged schedule. To remind the elderly, we need design another reminder touch point.

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TOUCH POINTS: REMINDER Designing the touch point of reminder for the elderly, we not only need to consider the interface usability, and also the elderly’s capacity of intuitionin context of usages. According to the reminding require of e-calendar, the application can deliver the reminder to the elderly through various ways, such as light, shake and sound. Usually this function is integrated in the tablet PC application. But based on our user research, the sound of tablet PC can’t catch the elderly’s attention obviously,and it also not works if the elderly is hard of hearing. So we designed an intelligent agent, “Med-cube”, as tangible reminder for the elderly. “Med-Cube” is an agent that can receive and send digital signal and give reaction, and it also used as the control of other related devices.

When the “Med-Cube” received the signal from e-calendar application, and perceived someone near it by the inner sensor, the cube will flash the embeddedlight to attract the people’s attention.When the elderly are closed to the “Med-Cube”, it will show some reminder information on one side, for example, the icon of pill bottle as a reminder toeat medicine, or the number of new message from social network. When the elderly pressed the top of “Med-Cube”, it will be recovered to original status.Due to our user research, the action like tap is more familiar and easer reaction for the elderly, because of theaction about press button always means turn on and turn off.

If the “Med-Cube” shows new message, theelderly can read the message on TV screen by tapping the “Med-Cube”, and tapping again for next message. (Figure 2) And if there are nobody closed to the“Med-Cube” at the appointed time, it

will send the reminder message to the elderly’s mobile phone. If the elderly go out, they also can receive the reminder of taking medicine on time. If the elderly is at home but no reaction to the reminding message, the “Med-cube”will send message to other family memberto remind the elderly directly. Therefore, the “Med-Cube” can be moved to any place at home, and can detect thestatus of the elderly and give some reminders based on per-scheduled scenario. (Figure 3)

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Figure 3. The interaction logic of reminder function

TOUCH POINTS: NAVIGATORThe third function is set up virtual community for connecting the elderly with family and friends. We provide the social networks connection for the elderly to participate in social activities with their family members that they can use this function to shareinformation, statues, and pictures with the elderly. The elderly also can send smiley, photos, videos and texts to other friends. The whole service system integrated self-management with social media to help the elderly build confident health and life, and provide amental healthy environment for the elderly.

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We use TV screen as main information display device. Because the size of TV screen is good at show large text, and interaction patterns are also familiar by the elderly. When using the TV as navigation platform, it will provide thefunction of browsing social network and health e-calendar. This social network is connected with the strong ties, family member, friends and doctor. The navigation platform on TV screen can show the elderly’s health e-calendar, blood glucose trends chart and status onsocial network. To make these information easy to be accept by the elderly, we use cube as trigger and control, each side of the cube can be defined as different function, such as “check blood glucose”, “display message”, and “family homepage”. When the elderly turn the “Med-Cube” to specific side, embedded sensor will trigger relative function. For example, when the side with “bottle” icon is chosen, the TV screen will show the information about the medicine and give doctor's advice to the elderly.

MULTI-SCREEN INTERFACE DESIGNBased on living environment and health status of the elderly, we applied multi-devices as service Touch points. The elderly will use TV screen to browse health information, use the tablet and “Med-Cube” remotely control the TV and record information. Meanwhile, the elderly will be reminded by “Med-Cube” and communicate with doctor, family, friends by social networks. (Figure 4)

Figure 4. The self-health care information flow chart

The whole service interfaces are existedin the three touch points, television, tablet PC, and "Med-Cube". According to the habits and characteristics of the elderly, three touch points will play different roles. TV screen is mainly used to display message or show health tips for the elderly to read. When doctor or family member make the real-time video call, the TV screen can provide a platform of virtual presence for them. Tablet PC is used for remote control of television, inputting messageand read the brief information. “Med-Cube” is the assistant interface designed to help the elderly with medical reminder and communication. It would function similarly to the intelligent agent and context awareness multi-screen connector. (Figure 5)

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Figure 2. The interaction process for receiving the message and showing it on the TV screen

Figure 5. Multi-devices system and living environment.

Each of devices also has different interface and the screen will show different content. For example, when displaying the blood glucose chart in three different touch points, the cube only show the icon, the detailed chart will be displayed on TV screen, and moremedical suggestions will be presented ontablet PC which easy to go through. (Figure 6)

Figure 6 Showing the blood glucose chart in three different touch points

PROTOTYPING AND EVALUATIONService prototype and user evaluation provide the approaches for demonstratingand assessing the whole time-based service process. Based on user testing in the specific scenario and context, designer can identify the overall service quality. Service prototype and user testing can help the designer find out the interference of unexpected factors, whether these factors affect the perception and experience of the services.

PROTOTYPING THE MULTI-DEVICES SYSTEM BY ARDUINO MODULESFirst step we built a wireless intranet,and Ardunio, “an open-source electronicsprototyping platform based on flexible, easy-to-use hardware and software”, is used for connecting the different devices together.

Based on the Ardunio’s micro-blog API. The elderly can send a message from mobile phone or tablet PC through the Med-Cube prototype. After receiving a message, the internal LED backlight of Med-Cube will be triggered. When the infrared distance sensor sensing someonepassed, the LED will flash rapidly to alert the message coming. When people close to the “Med-cube”, the red LED board will display the numbers of unreadmessages.

Second step we connected the television with PC, and used it as monitor to simulate the future Internet TV. Then we connect the “Med-Cube” with TV through the wireless intranet, when “Med-Cube” is tapped, inner Ardunio modules will send the received message and display it on TV screen. The serviceprototype also built on tablet PC with Window system and Adobe Flash software. The icons of calendar, blood glucose, medication and social network are presented on different sides of the “Med-Cube”, when the elderly flips the Med-Cube, the sensor inside the cube will trigger different function on the tablet PC.

At last, according to the operation of the elderly on the tablet PC, the Ardunio modules will display the corresponding interface on TV screen with more details. After building the prototyping environment, It was used to test the elderly’s operation flow and interaction patterns in the context of multi-devices and multi-tasks.

USER EVALUATIONThe main goal of evaluation is to verifythe user research results, and look for suitable service process for the elderly. We invited the former ten interviewees as our prototype testers. The phase of user evaluation includes

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three aspects: visual interface, interaction pattern and mental model. Weuse the method of role-play for assessing the elderly’s interaction pattern, and method of cord sorting for understanding the elderly’s mental model.

After prototype testing, we found that the elderly tend to be simple, fast and intuitive way. Because they have on experience about tablet PC and need givemore efforts to learn and adapt the touch screen control by fingers. For example, when flipping a page on the tablet, the elderly will use their experience on real book. Their finger will stop on the screen to make the pagemargin attached, and then gently lift upto flip page. This method is not accord with the default gesture on touch screentablet PC, resulting in the frustration for the elderly. So when we design the gestures control, we need think more about the correspondence of interaction pattern and mental model.

Figure 7. The real prototyping system exhibited in our lab. The numbers on Med-cube show the unread messages.

After the whole service flow testing, wefound the elderly can control the Med-cube very well. They feel the new cube is very interesting, friendly, easy to control. 5 of them can finish the interaction processes without guides. But for elderly people with poor eyesight, the elderly prefer to the sound as reminder at the same time.

Meanwhile, we also found that the elderly cannot control well if they use more than two devices in one task. They met problems if operate the “Med-Cube”, TV and Tablet PC at the same time. The elderly will ignore the existence of theTablet PC when they operate TV through the “Med-Cube”. Therefore, the relationship and controlled process between the “Med-Cube” and other input devices need to do more explorations.

NEXT STEPS AND FURTHER RESEARCH Our research indicates the natural interface that mimics aspects of real artifacts in a manner will help the elderly quickly relate to their experience. The multi-screen ecosystem also presents the new directions in self-health service design. In the next steps of the self-health service system,the interaction flow between multi-screen devices needs more testing, and we will try to find out the cross-devices interaction pattern for the elderly. How ubiquitous computing technology can help the elderly to live more convenient and access the virtual social networking more easily. The future research will also include: According to the psychological and

physiological characteristics of the elderly, develop the natural interfaces to make them feel in control, so that the elderly can livemore independent and healthy by themself.

Using the ubiquitous computing technology to establish the smart connection among the elderly, devicesand environment and provide the context awareness self-health management service. The smart environment can also sense and recordthe elderly’s behaviors and emotions,which help doctor and family member

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to provide suitable health advice andassistant.

Research on different self-health managing scenario, understanding the switch pattern of the elderly betweenvirtual online world and real day life, improve the experience of the elderly when they use social networking to connect with family andfriends.

CONCLUSIONIn this paper we designed the elderly with chronic disease self-health management systems based on the cross-platform and multi-screen service system. Our vision is to make the self-health management service more accessible and enjoyable for elderly people through the situated interactive and intelligent touch points. Based on culture and living environment of the Chinese elderly, we create a new interaction model which can help the elderly connect with their family, friends, and doctor more easer. The family member and doctor will act as theroles of supporter and supervisor that help the elderly to pay more attention on self-management, formation of a healthier lifestyle, and maintain healthy psychological status. The conceptual prototype, “Med-Cube” simulated the connections among the elderly and the whole service system, bridging the gap between the elderly andthe virtual world as well. The multi-screen and intelligent agent can supportthe elderly control the whole self-health care flow with more natural ways and live more independently.

ACKNOWLEDGEMENTMany thanks to graduate students Chen Hao help to solve the technology

problems and make the Med-cube prototype. This paper is supported by the “study for future lifestyle innovation based on intelligent pervasive computing,” Science and Research of Tsinghua University, projectNo. 2010 108 1807. And also supported bythe “Information art and design”, Beijing key disciplines support program.

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