I was tasked with examining the onboarding process of an HHMS for older adult care
I determined the onboarding process began with marketing and ended with the initial use
I decided on CDA as an examination method as it would allow me to look at how the dominant discourse (what the system developers were saying) affected the subordinate discourse (how the users interpreted what was said)
Textual literature around the system created by the system developers (i.e., website language, instructions booklets)
Transcription of the onboarding conversation between a technician and the users
Interview with participants to understand their current care practices and use of technology
Interview to gauge participants understanding of the system and initial impressions
Interview to see how the initial impressions/expectations matched up and how the system affected care practices
The language used by the system developers was examined first by looking at the larger societal frame used to discuss healthcare and then was compared to the advertising language used by similar systems, like Alexa Care (a registered trademark of Amazon).
Within CDA, there are many ways to examine discourse, I choose to look for transitivity in my interview data as it would allow me to see how my participants constructed their environment and relationships.
The language used to not only describe a system's design but then how that system is sold to users can affect their expectations and how they use the system. Thus, onboarding and marketing should also consider household collaborative care practices and better reflect those dynamics.