JMIR Publications

ABSTRACT

Background:

In Quebec (Canada), many public, community, and private organizations provide resources to caregivers of functionally impaired older adults. Notwithstanding, these resources may be difficult for caregivers to find. A co-design study was conducted to address the gap between caregivers and access to resources. The purpose of this study was to support the process of help-seeking by caregivers of functionally impaired older adults through eHealth. According to the user experience (UX) design framework, the first step of the design process is to collect information about user needs. The second step focuses on the identification of the functional and content requirements, based on user needs. User participation is crucial during the identification of requirements to validate appropriate correspondence between needs and requirements of the system designed.

Objective:

This paper will focus on the identification of functional and content requirements for an eHealth tool to support the help-seeking process of caregivers of functionally impaired older adults.

Methods:

Based on a qualitative action research approach, this study uses a co-design process to develop an eHealth tool with health and social service professionals, community workers, and caregivers. Participants acted as co-designers in identifying requirements for the tool. Four design workshops and one advisory committee session were held in different locations in Quebec, Canada. Activities were videotaped and analyzed with a conceptual framework of user experience (UX).

Results:

A total of 11 caregivers, 16 community workers and 11 health and social services professionals participated in identifying requirements for the eHealth tool. Several functional and content requirements were identified for each user need (19). Content requirements differed depending on the category of participant, corresponding to the concept of user segmentation in the design of ICT. Nevertheless, there were disagreements amongst co-designers about specific functionalities: (1) functionalities related to the social web (2) functionalities related to the evaluation of resources for caregivers, and (3) functionalities related to emerging technologies. Several co-design sessions were required to resolve disagreements.

Conclusions:

Co-designers (participants) were able to identify functional and content requirements for each of the previously identified needs, however, several discussions were required to achieve consensus. Design is characterized as an iterative process, among other things. When there are new elements under consideration throughout the design process, decisions change. This aspect increases when users act as co-designers. Decision-making is influenced by identity, social context, and participants’ knowledge and it is a challenge to reconcile the different perspectives. Findings stressed the importance of allowing more time to deal with the iterative aspect of the design activity, especially during the identification of requirements of an eHealth tool.