Zenbox Case Study
By Nora Owens
For our Ideation Studio project, we designed a personalized box and a website to introduce alternative treatment options to people newly diagnosed with depression.
TeamSam Baker, Nora Owens, Saransh Solanki
SponsorPremera Blue Cross
Design TasksExperience Design, Visual Design, Interaction Design
Process: Research, Ideation, Prototyping, Spec
Research: How can we assist caregivers in the process of finding care?Premera Blue Cross serves more than 2 million people in the Pacific Northwest and has heavily researched those who need care. They came to us knowing that caregivers are integral in the process of finding care (identifying a need for care and connecting with the right professional), but had yet to delve into the caregiver experience. 16.2 million adults in the United States are diagnosed with depression, but each year 65% of them do not receive treatment.1 We found in our primary and secondary research that many people are diagnosed by their primary care provider, often unexpectedly: they come in for back pain or sleeplessness and come out with a diagnosis of depression.2 Many people also have a disinterest in traditional talk therapy and antidepressants. To complicate this, there are many caregivers who want to help but are unsure what to do.
IdeationWe created a suite of 20 concepts in response to our problem statement: How might we assist caregivers of adults with depression in finding care? To provide additional perspective, Premera joined us in reviewing the concepts. Some of our ideas challenged Premera’s existing business model or would require extensive support across the organization, our conversations helped us to understand the feasibility and limitations of these kinds of ideas. We then evaluated each of these concepts in a decision matrix considering the role of the caregiver, consideration of privacy, direct link to a care provider, and ease of use. This matrix helped us to choose the 3 most promising concepts (which we enhanced with features from other smaller concepts). We chose the 3 most promising concepts and storyboarded them to better understand the comprehensive experience of each.
Concept 1Our first concept was a set of tools for caregivers to learn about Comprehensive Alternative Medicine and connect with providers nearby. Caregivers would be involved with trying new therapies, such as attending the first Yoga Therapy session or trying CBT exercises at home. This option best involved the caregiver and expanded the horizons of what care can be for depression.
Concept 2Our second concept was a box, designed as a physical intervention to begin the conversation between loved ones about depression. The box would contain informational cards with tools for communication and emergency planning, as well as uplifting treats. This best addressed conversational needs and proposed the idea of a physical intervention.
Concept 3Our third concept was a platform for caregivers to educate themselves about various treatment options. It would transparently outline the costs associated with care options, highlight personal success stories about therapies, and help caregivers understand what their role can be in this process. This best addressed some of the practical mechanisms by which caregivers can educate themselves on the options.
(Storyboard for Concept 1 by Saransh Solanki)As we reviewed our storyboards, it became clear that each of them presented strengths. By combining them, we could develop a multi-faceted design response to depression, which is itself a multi-faceted and complex issue. In consultation with Premera we found that they were also excited by this approach. Our design response encompasses three main touch points:
- Zenbox website – caregivers take a short quiz about their loved one and request a set of personalized treatment options
- Zenbox – caregivers receive activities for selected treatment options mailed to them in a box and evaluate which works best with their loved one
- Zenbox website – information to help caregivers and their loved ones determine healthcare coverage and costs, connect with a care provider and prepare for the first appointment