Data Stories

In collaboration with Open Cities Lab

Design Brief
Design a way to tell a human story of the city that incorporates experiential data and quantitative data.

Design Phase 1
Re-evaluating insights gained from quantitative data by integrating lived stories

Designers
Lyu Min, Aria, Yuning, Heng, Riya, Malaika, Ananya Manish

Research Methodologies
Directed storytelling, Interviews, AEIOU, Data physicalisation

Key words
Lived Stories, Data Gaps, Perception of Time

Integrating lived experiences into data

For us it was interesting to see the contrast in the waiting time data during the nighttime and daytime. At this stage it was important to incorporate qualitative data such as personal stories and interviews into the analysis process for a more holistic view of the issues at hand.

Since A and E stories could be sensitive we decided to start with our family and friends. Through convenience sampling we conducted two interviews of people with day and night experience in the A&E department.

Both stories involved serious accidents and long waiting times, highlighting critical aspects of patient experience often overlooked by quantitative data alone. Our aim was to explore how individuals spent their waiting time and how it affected them emotionally and psychologically.

1. Story of feeling unwelcome

This is a story of a 27 year old international student who spent around 9.5 hours in the A and E with a broken ankle. This is a night time story.

2. Story of friendship and humour

This is a story of a 24 year old girl who helped her friend with a broken arm to go to the A and E. The story spans over 9 hours and it is a daytime story.

Perception of Time in Different Situations

One intriguing aspect revealed by the interviews was how differently people perceived time in various situations. Despite the similarity in the severity of accidents and the duration of waiting time, the way these individuals handled their situations over the span of 8-9 hours varied significantly.

During the day, the abundance of distractions and the presence of a support system made time seem to pass more quickly for patients, reducing the perceived length of the waiting period. Conversely, at night, the lack of distractions, coupled with heightened anxiety and isolation, made time feel elongated, exacerbating discomfort and stress.

This disparity in time perception can be a valuable idea to explore when designing ways to tell these stories. By emphasizing the subjective nature of time, we can create narratives that resonate more deeply with audiences, illustrating how the same duration can feel vastly different depending on the context and emotional state of individuals.

To better understand time perception, we designed a 15-minute data physicalisation exercise. This activity involved two participants crocheting (repetitive interlocking of thread) and changing the thread color every 5 minutes. The twist was that only one participant had a timer, while the other had to rely on their own perception of time.

The participant with the timer had a more predictable and peaceful experience, while the participant without the timer felt confused and frustrated. This highlighted how the unpredictability of time can cause negative emotions. However, while this activity effectively demonstrated the difference in time perception under uncertain conditions, it did not capture the essence of the personal stories we aim to use to humanize the data.

Interview with Mor Bakal

Mor Bakal is a senior UX designer and Co-founder of NoMoreHeros. We were inspired by her work in No More Heroes especially in the NHS networks project navigating relationships between healthcare networks and patient experience. Our interview revolved around asking her about her design process and understanding how to approach people in the healthcare industry as students.

Along with other things Mor advised us to go to the A and E department of a hospital in the night and the daytime to get as many real stories as possible. So with the help of our faculty we created consent forms and flyers and devided ourselves into two groups.

Day and Night in the A and E using Directed storytelling

We employed directed storytelling to gather rich, personal narratives from individuals in the Accidents and Emergency (A&E) department. We approached patients, staff, and visitors in the A&E department, inviting them to share their experiences. We explained the purpose of our research and how their stories would contribute to improving healthcare services.
Our approach was structured yet flexible, allowing participants to recount their experiences in their own words while guiding them with specific prompts related to their time in the A&E.

Before recording any stories, we obtained informed consent from all participants. We were highly sensitive to the context, acknowledging that discussing experiences in the A&E could be distressing.

Directed storytelling provided us with rich, qualitative data that quantitative methods alone could not capture. Listening to personal stories fostered empathy and a deeper connection with the users' experiences.

AEIOU in the A and E department

We also used AEIOU as a design research to systematically gather and analyze observational data.

The environment was much quieter at night compared to the daytime. During the day, the area was bustling with activity and significantly more people.
There were considerably more people during the day than at night. The reception area was empty during the nighttime, and most shops and cafes were closed.
It was easier to engage with staff during the day, as they were more available and approachable. However, at night, the staff seemed stressed and less accessible.

By focusing on environments and interactions, AEIOU helped us in understanding the context in which the stories were unfolding. I believe this context was crucial for creating authentic and relatable narratives.

Insights from Primary Research

Positive Experiences Despite Wait Times: Our primary research, based on collected stories, suggests that despite wait times for certain emergencies, people generally have positive experiences with the A&E department.
Familiarity with the System: Individuals who have lived in the area for a long time understand the A&E system well and know how to navigate it effectively.
Information Gap for Newcomers: There is a significant information gap among people new to the country regarding how the NHS operates. This lack of understanding leads to incorrect expectations and heightened anxiety. Addressing this gap through human stories can provide clarity and reassurance.
Discrepancies with Plain Data Points: Plain data points often tell a different story, missing the nuances of personal experiences and potentially painting a less accurate picture of the A&E services.
Misuse of Data by Politicians: Many of these data points are used by politicians for their own agendas, which can create unnecessary anxiety among citizens.

Possible Design Intervention

Design an approach that leverages human stories to emphasize trust, reduce anxiety, and bridge information gaps. This can help foster a more accurate and empathetic perception of the A&E department.

References

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