DIVERSEY CARE

HOSPITAL WIPES

Diversey Care tasked Blue Clover Studios with redesigning their wipes currently used within

their infection prevention line in hospitals. They wanted to hear from stakeholders who use their

products on a regular basis to design a better package that fit’s their system. Our team’s role was

to conduct contextual inquiry followed by one-on-one interviews to understand the wipe 

cleaning process within hospitals and the challenges associated with it. We followed and interviewed environmental services staff, nurses, OR staff, and radiology to understand

how each uses wipes differently in the hospital and develop a solution that fits all.

My Role: 

With this being my first start-to-finish project at Berry, my role consisted

of planning and conducting all research, but was accompanied with

the Design Strategist Manager throughout the course of the project.

Research & Activities:

Contextual Inquiry - on-premise field research to see process first hand

IDI Interviews - to follow up with select participants to gain better understanding

Team: 

Design Strategy Manager

Industrial Designer

Diversey Team

Biggest Challenge:

Working within hospital boundaries

and their hectic timeline.

Favorite Part of Project:

I got to see an open heart surgery! Granted, it was on a TV, through a window... but I could visibly see the surgeon operating – totally geeked out.

THE PLAN

HOSPITALS &

PARTICIPANTS

Hospitals

59 Participants

1418 Observations

ENVIRONMENTAL SERVICES (EVS)

Cleaning staff within hospitals who

use large format wipes buckets

NURSES & RADIOLOGY

Uses smaller containers to quick

clean tools and equipment

O.R. STAFF

Uses both large and small

formats depending on the mess

CONTEXTUAL INQUIRY

We followed stakeholders to observe how wipes fit within their cleaning systems. While our primary focus during this time was to observe, if questions came up we probed to understand context.

FOLLOW-UP INTERVIEWS

After observing first hand, we set a day to interview key participants to understand their thoughts and challenges and cover anything we may have missed while observing or needed clarity on.

BRACKET TESTING (with prototypes after ideation refinement)

With prototypes nearing final revisions, I was tasked with gauging the intuition

of the prototypes. These were quick gut checks and took no more than 15 minutes for each participant. Participants were tasked with sliding the prototype into the designated wall mount while I observed and followed up with questions.

KEY OBSERVATIONS

THE FINDINGS

WIPES (the wipes)

At times, wipes become very difficult

to tear and people will pull more wipes than intended or spend extra time

trying to get them separated

 

When scrubbing a rough or dried mess, wipes will sometimes tear under pressure

There is a balance between wipe perforation and the dispensing orifice which dictates wipe separation and ease of dispensing

CONTAINER (the package)

People are often forced to use two

hands to dispense wipes because they

will get stuck or the bucket will move

 

Many people avoid the pain of opening

and dispensing wipes and will remove

the entire lid to access wipes

 

Disorganization and clutter

result in unnecessary waste

of time and space

FILLING (the filling process & pre-moist wipes)

Most people misunderstand the

proper filling protocol causing

inconsistent wipe saturation

People find that pre-moist wipes are 

easier and more efficient because

there are less steps and they know that

the solution will always be accurate

 

Tasks that are left open

to interpretation often

result in inconsistency

BRACKET TESTING

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THE OUTCOME

HOW MIGHT WE...


Make measuring an integrated

package function?

 

Make wipes readily accessible at all times?

 

Make it easy to separate a single

wipe one-handed?

 

Provide control for dispensing one

or multiple wipes?

 

Make it intuitively obvious that

wipes are running low?

 

Expose the perfect wipe tail after each use?

WHERE WE ARE

 

This project has completed all phases within the UCD team including ideation, refinement, and iterative research. It has since been passed onto engineers and

unit molds are in the process of being

made for the new packaging to be

produced and launched.

CONCEPT REFINEMENT

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THE DETAILS

PRELIMINARY RESEARCH

& PLANNING

hospitals visited

Partnering with Diversey Care we were able to use their connections with hospitals they currently supply wipes to. We spent two days with each hospital, the first day consisted of simply observing users, followed with a second day to conduct follow-up interviews. While each hospital used Diversey wipes, Deaconess used dry wipes and filled them with solution and Floyd used pre-moistened wipes.

Floyd Memorial.jpg
Deaconess Gateway.jpg
Stakeholder Map.jpg

Many people come in-contact with wipes across their lifespan, but the people who use them most are typically in front of patients often and are cleaning their rooms and other high touch points. 

stakeholder map.

EVS staff are the primary users of

large-scale wipes. Their role within

the hospital to to clean patient rooms

daily and conduct a deep clean once

they leave, but they also clean other common areas like waiting rooms

and restrooms as well.

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environmental services. (EVS)

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Most nurses are focused on the patients on a regular basis, but they do use wipes for regular touch-ups. While EVS use large buckets of wipes, nurses interact with the canister sizes as they can be stored and carried easier. Nurses are typically cleaning tools they use on patients, their food trays, and other high-touch points within the rooms.

nursing

Journey Map - OR.jpg

ORs are a bit more difficult to clean as they typically contain bigger messes than found in patient's rooms. Wipes are often doubled up and surfaces sometimes need double wipe downs. While Deaconess used bucket sizes in their ORs, Floyd used canisters with as many as 10 in a room.

O.R.

Infographic_Radiology.jpg

Radiology uses wipes after each x-ray to clean the table, areas touched, and any messes. At the end of the day they conduct a more thorough cleaning to sanitize the room. 

radiology

wipes journey.

With observing both wipes that need to be moistened and

pre-moistened wipes, we

noticed some differences within their journey. Each had their pros and cons, but overall dry wipes that required moistening showed

a more negative journey.

Journey Map - Wipe.jpg

ELDERLY, ARTHRITIS,

& PEOPLE WITH DISABILITIES 

Container Intro.jpg

observations.

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When looking at the data, we separated it into three primary categories that focus on the main usability of the packages - the container itself, the filling process for dry wipes, and the wipes themselves. Within each of

these main categories, they were separated into the key usability aspects with each. 

While the container was working

in some instances, many time it proved a challenge. Parts would often break, be difficult to dispense from, or hurt people when attempting to start a new wipe. These were all aspects later addressed in ideation.

Disorganization and clutter result in

unnecessary waste of time and space

example video.

I find videos to be one of the most important takeaways for stakeholders. Although they weren't there during the interviews, they are able to witness key moments that occurred. For each category of observations, I create a corresponding video using Premiere Pro.

This video talks about opening >

ELDERLY, ARTHRITIS,

& PEOPLE WITH DISABILITIES 

Filling Intro.jpg

While people using dry wipes were using the same buckets

as the pre-moistened wipes,

the process included more steps. They were required to measure the solution put into the package and had many more opportunities

for mistakes. 

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observations.

Tasks that are left open to interpretation

often result in inconsistency

example video.

I find videos to be one of the most important takeaways for stakeholders. Although they weren't there during the interviews, they are able to witness key moments that occurred. For each category of observations, I create a corresponding video using Premiere Pro.

This video talks about filling >

ELDERLY, ARTHRITIS,

& PEOPLE WITH DISABILITIES 

Wipes Intro.jpg
Slide57.JPG

While the package was our primary research objective, the wipes themselves came up frequently. People experienced difficulties with wipes tearing

and were required to use all

sides of the wipe before disposing. Overall, people desired more textured wipes

for scrubbing and thicker

wipes to last longer. 

observations.

There is a balance between wipe perforation and the dispensing orifice which dictates wipe separation and ease of dispensing

I find videos to be one of the most important takeaways for stakeholders. Although they weren't there during the interviews, they are able to witness key moments that occurred. For each category of observations, I create a corresponding video using Premiere Pro.

This video talks about folding >

example video.

KEY USABILITY TAKEAWAYS

& IDEATION

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Provide control for dispensing

one or multiple wipes?

Make it intuitively obvious

that wipes are running low?

Make wipes readily available

at all times?

Make the container comfortable

in one hand?

HOW MIGHT WE...

After presenting our findings from research we lead a co-creation session with the Diversey team to develop new ideas that

solve user's problems. The entire process was two days

and ended with refined sketches to be modeled and refined.

concept refinement.

As concepts became more refined, we printed 3D models for focus groups and testing. Our focus group moderator at the time traveled to different cities across the US talking to nurses and EVS staff.

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4-2-18 Diversey Bracket and Fitment Simp

BRACKET TESTING

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As the concepts continued to get refined, we needed some quick feedback on the intuition of the bracket/wipes combo. I was tasked with conducting quick interviews with people within the office asking them to place the package into the bracket, then remove it. This was conducted in one day as a gut check. Small changes were made to the package opening to make it more intuitive as many people overlooked this aspect.

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