Abstract
BackgroundViolence is a public health problem. Hospital-based violence intervention programs such as the San Francisco Wraparound Project (WAP) have been shown to reduce future violent injury. The WAP model employs culturally competent case managers who recruit and enroll violently injured patients as clients. Client acceptance of the WAP intervention is variable, and program success depends on streamlined, timely communication and access to resources. High rates of smartphone usage in populations who are at risk for violent reinjury create an opportunity to design a tailored information and communications technology (ICT) tool to support hospital-based violence intervention programs.ObjectiveCurrent evidence shows that ICT tools developed in the health care space may not be successful in engaging vulnerable populations. The goal of this study was to use human-centered design methodology to identify the unique communication needs of the clients and case managers at WAP to design a mobile ICT.MethodsWe conducted 15 semi-structured interviews with users: clients, their friends and families, case managers, and other stakeholders in violence intervention and prevention. We used a human-centered design and general inductive approach to thematic analysis to identify themes in the qualitative data, which were extrapolated to insight statements and then reframed into design opportunities. Wireframes of potential mobile ICT app screens were developed to depict these opportunities.ResultsThematic analysis revealed four main insights that were characterized by the opposing needs of our users. (1) A successful relationship is both professional and personal. Clients need this around the clock, but case managers can only support this while on the clock. (2) Communications need to feel personal, but they do not always need to be personalized. (3) Healing is a journey of skill development and lifestyle changes that must be acknowledged, monitored, and rewarded. (4) Social networks need to provide peer support for healing rather than peer pressure to propagate violence. These insights resulted in the following associated design opportunities: (1) Maximize personal connection while controlling access, (2) allow case managers to personalize automated client interactions, (3) hold clients accountable to progress and reward achievements, and (4) build a connected, yet confidential community.ConclusionsHuman-centered design enabled us to identify unique insights and design opportunities that may inform the design of a novel and tailored mobile ICT tool for the WAP community.
Highlights
Violence is a public health problem that targets vulnerable populations in the United States [1,2]
Human-centered design enabled us to identify unique insights and design opportunities that may inform the design of a novel and tailored mobile information and communications technology (ICT) tool for the Wraparound Project (WAP) community
This prospective observational study is a collaboration between the San Francisco Wraparound Project (WAP) and The Better Lab, a mixed-methods research center located at the Zuckerberg San Francisco General (ZSFG) Hospital and Trauma Center that specializes in human-centered design research techniques
Summary
Violence is a public health problem that targets vulnerable populations in the United States [1,2]. Risk factors associated with urban violence are concentrated among vulnerable populations and include low income, unemployment, being of racial or ethnic minority background, low education levels, substance abuse, and neighborhood disorder [4,5,6,7,8,9] Violence persists among these communities that experience social inequity, and individuals are caught in a cycle of constant perpetration or reinjury [6,10,11,12,13,14]. Hospital-based violence intervention programs are cost-effective and successfully reduce violent reinjury among high-risk, assault-injured victims [16,17] These programs employ culturally competent violence intervention specialists (case managers), who are often from the same neighborhoods and ethnic groups as their clients. High rates of smartphone usage in populations who are at risk for violent reinjury create an opportunity to design a tailored information and communications technology (ICT) tool to support hospital-based violence intervention programs
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
