So we had a Naresh, and knew what he wanted: to stay healthy. Obvious right? It turned out to be a bit too obvious. Who doesn’t want to stay healthy, and how was that supposed to turn into a unique patient experience? We had to go deeper, so it was back to the drawing board!
After a number of attempts to discover what was driving Naresh, we finally made a breakthrough: Naresh wanted to pass along his culture. Because Naresh was an immigrant to Canada, he felt that he needed to make a greater effort to preserve his memories. He did not trust the healthcare system because he perceived certain barriers: language, shared norms, etc.
My Journey in Design 