| Importance of relationships | “They’re treating me above and beyond. It feels like family. That’s what it does. That’s the comfort level I have” [Participant 17] “[The clerk] knows my situation, so she always tries to get me 1:00 [appointments]” [Participant 8] “… while you’re here, do you want to go across the street [to the hospital] and we’ll do this [test]?” [Participant 3]
|
| Importance of multidirectional communication | |
| Effects of disability | “I’m so scared that I would fall, because I’m so high [on the examination table] when … they put me down” [Participant 4] “I’ve been under this stigma my whole life. I’ve had to battle mental illness my whole life …. I like a bit of anonymity” [Participant 14]
|
| Building issues | “Well, when I come to the doctor it’s already stressful enough [for] someone in my condition. And I should be coming into a welcoming environment. Instead, this is an obstacle course” [Participant 16] “I’m always relying on the kindness of strangers to tell me what floor I’m on and push the buttons for me” [Participant 8]
|
| Patient-guided tour method | Touchpoints triggered memories and emotions |
Easier method for sharing experiences“Because I can tell you exactly what I’m feeling coming here, versus having to put it in a [spreadsheet]. I can’t be bothered” [Participant 2] “For me, it’s easier when I’m there to show you” [Participant 16] “Because I want to show you physically how things can be improved [on why she feels experience-based design is superior to other methods]” [Participant 16]
|
Allowed the investigator “to see through their eyes”“[I]t’s almost like being there. It’s almost like putting yourself in the patient’s shoes” [Participant 14] “I believe in the whole experience. Just saying something is only part of the experience. But physically experiencing something together with the verbal feels a little more, like, ‘Aha! [T]hat makes sense.’ It’s more lived” [Participant 14] “When you come on a tour with me, you see through my eyes” [Participant 16]
|
Unsuitable method for all participants“Maybe if I was on crutches or, you know, [were] more disabled than I am, maybe I would have concerns coming along” [Participant 18]
|