Unheard & Unsaid
Unheard & Unsaid
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About: This project is my final Independent Research Project at the Royal College of Arts, MA Service Design course. It is an in-depth study of the UK Maternity Services and explores the relationship between Midwives and First Time Non UK Born Expectant Women.
Project Timeline: May-July 2024
Project Collaborators : Nitya Mathur, Oorja Nagaich, Tanaya Bhalve
My Role:
Led user-stakeholder interviews to inform service design decisions
Analyzed research data to extract actionable insights for service development
Ideated and proposed service concepts based on user needs and pain points
Designed and developed a digital prototype to bring service ideas to life
Conducted user testing to refine the service through feedback
Mentor : Dr Federico Vaz
Tools Used: Figma, Miro, Adobe Illustrator, Adobe Photoshop
Skills: User Research, User Interviews, Workshop Facilitation, Prototyping, Storyboarding, Agile Thinking
At a Glance
At a Glance
Discovery
Discovery
In this phase, we started out by doing exploratory desk research to understand the systemic challenges of the UK Maternity Sector and how these translate to the users (expectant women). Doing thorough desk and primary research using tools like Interviews, Observation, and Focused groups led us to understand an array of problems faced to define our project brief.
Define
Define
Brainstorming
Brainstorming
In this phase, we started out Brainstorming solutions. We did 4-5 rounds of ideation using different methods. Below are the 3 concepts which we took forward and did concept testing with our users and stakeholders to finalise.
Service Proposition
Service Proposition
Prototype
Prototype
Usability Testing
Usability Testing
Impact
Impact
Reflections
Reflections
Challenges
Sensitivity and Privacy: Given the sensitive nature of childbirth and the emotional journey associated with it, it was diffcult to understand the birthing experiences openly.
Integration with Existing Systems: Integrating the service with existing NHS systems and workflows to ensure seamless adoption and usability for midwives and other healthcare professionals.
Learnings
Systemic Thinking: Design decisions have ripple effects across the system. For example, Stork’s potential implementation leads to better user experience, workflows, and staff morale throughout the maternity system. By acknowledging these broader effects, we crafted a holistic solution that benefits all stakeholders.
Data-Driven Insights: We found that overwhelming information, short appointment times, and delayed responses increased stress among pregnant women. Streamlining information and improving response times significantly reduced anxiety and enhanced support.
The Power of "WHY": Persistently asking “WHY” helped us uncover deeper insights and root causes. This approach led to a comprehensive solution.
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