HxRefactored - Lorraine Chapman + Elizabeth Bacon

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  • 1. Healthy Design for People Lorraine Chapman! Elizabeth Bacon! ! ! Healthcare Refactored ◦ May 2014!
  • 2. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Agenda! •  Introduction •  Personas •  Ecosystems and Experience Maps •  Usage Scenarios
  • 3. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Create engaging systems! Moving beyond what’s viable and feasible —  let’s create desirable experiences! Feasible Viable Desirable
  • 4. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon UX Process: Principles of Design Thinking! Start with learning Define problems before ideating solutions Build so you can keep on learning…
  • 5. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon UX Process: Overview!
  • 6. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Challenges, opportunities! Healthcare app design is complex — but focusing on human journeys helps us integrate systems When we recognize that people live & work in ecosystems that are traveling through time we can drive towards: •  Consistency of experience •  Clarity of purpose •  Complete wellness
  • 7. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Agenda! •  Introduction •  Personas •  Ecosystems and Experience Maps •  Usage Scenarios Method! Output!
  • 8. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Personas! Archetypes of actual users – each representing a cluster of users who share similar goals, behaviors, motivations, etc. They also embody real-world contexts of use.
  • 9. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Why personas?! When we understand our users, we can: •  Recognize their current obstacles •  Innovate to remove friction and address their needs •  Prioritize designs for chosen features •  Unify design & development team efforts
  • 10. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Understanding context & goals!
  • 11. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Quick and inexpensive! Qualitative method — don’t need a ton of data points Cost & time considerations include: • Recruiting method • Number of participants • Incentives • Travel
  • 12. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon How research? ! Common methods include: • Ethnographic style research • 1:1 Interviews • Diary studies Not recommended: • Group research settings • Task analyses
  • 13. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Provisional personas! If there’s absolutely no room for field research, “provisional” personas can be created from internal knowledge Joyce! Product Manager!
  • 14. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Persona creation process…! 1.  Define behavioral variables 2.  Map each user data point 3.  Observe repeated clustering 4.  Reflect on “proto personas” 5.  Refine, reduce, be specific 6.  Add goals and more personality 7.  Flesh out presentation
  • 15. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example persona creation!
  • 16. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example! persona!
  • 17. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example! persona 2! 17 years nursing experience •  RN is responsible for developing appropriate care plans for her residents; assessing, diagnosing, planning, implementing and evaluating care plans to ensure quality of life •  Continuously monitoring for changes in the condition of her residents •  Relies on PSWs for support •  Provides updates and input to attending physicians about resident needs (e.g., how they are doing on certain medications, etc.) •  Meets and consults with family members •  Works shift work (day or night shift) and confers with other practitioners throughout the day. She is responsible for 30 residents, but has the assistance of a couple of PSWs to help her with the daily tasks of caring for her residents. Nevertheless she deals with a heavy workload and time constraints. Forms close bonds with her residents as they have been under her care for a while. Goals! Role Characteristics! Context! Skills/Training/Experience! •  University degree in Nursing. May have certifications for nursing specialties, such as community health or psychiatric/mental health. •  May have worked in a hospital environment before moving to long-term care. “You have to have that personal touch. It’s a personal job.” 41 years old – has worked in a hospital environment for most of her career, but moved to the long-term care facility about 3 years ago. RN – Long Term Care Facility •  Provide compassionate and dignified care to residents; focused on fundamental needs of residents. •  Focused on caring for resident’s emotional, social and psychological needs as well as medical ones. •  Address resident needs as efficiently as possible to ensure quality of life
  • 18. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Persona classification! Most important step: for your current project, classify each persona as either… Primary Secondary Supplemental Served Negative
  • 19. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Classifications visualized! User Space Primary Secondary Served Negative Secondary Supplemental Design Space
  • 20. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Prioritize to manage your app! For a given release, you may prioritize one persona primary, another as secondary •  Do 90% for primary, add 10% for secondary •  Select 75% stories for primary; 25% for secondary And of course, you’re iterating! Next release, rebalance work : personas
  • 21. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Agenda! •  Introduction •  Personas •  Ecosystems and Experience Maps •  Usage Scenarios Method! Output!
  • 22. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Why Journey/ Experience Maps?! A journey or experience map is a holistic view of all of the touchpoints or interactions people have around a product or service: the entire ecosystem of their experience. It enables you to determine a number of key factors that are opportunities to innovate during the experience.
  • 23. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon What you need to know first…! from RESEARCH § Who is your user? Understand user groups § What are the user’s motivations? § What tools/artifacts do they use? § Biggest influences on experience/decisions/goals? (ie. What are the social interactions influencing tasks?) § Modes of communication? § User pain points/issues
  • 24. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon How? Ethnographic research!
  • 25. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon How? Clinical workflow studies!
  • 26. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon How? Understanding ecosystems!
  • 27. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Experience map process…! 1.  Create inventory of touchpoints, activities, user motivations, etc. 2.  Categorize touchpoints/activities into phases (affinity diagrams) 3.  Categorize touchpoints/activities by user group 4.  Decide what should be the focus of the map –  what are the key points/ideas to be conveyed? 5.  Type of process: Linear, Cyclical, Combo, Non-linear, All over the place? 6.  Brainstorm and rough visualization 7.  Map it! And iterate!
  • 28. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example: Experience Map!
  • 29. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Zooming in!
  • 30. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Agenda! •  Introduction •  Personas •  Ecosystems and Experience Maps •  Usage Scenarios Method! Output!
  • 31. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Usage scenarios! •  Usage Scenarios define an ideal vision of how users will use your app, site or service •  Requirements definition and communication tool for design & development team •  Identify key tasks, contexts, data elements •  Focus on WHAT, not HOW •  Provide enough detail for tech team to spike out
  • 32. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Forms of scenarios! May take many forms •  Story boards •  Conceptual flows •  Text descriptions
  • 33. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example storyboard scenario!
  • 34. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Confidential 5/29/14 34 Example conceptual flow scenario ! Tag assigned to patient by reception Patient info gets passed to Application Patient goes to new location (ex: waiting room, RAD, room on unit) - alert sent to notify of incoming patient Somebody has to come to patient - Alert sent to specialist indicating patient waiting for something - specialist responds. Care is provided and users may need to ‘touch’ App at various points to check assets needed, location or status of rooms, what equipment is in there or in proximity (ex: infusion pumps), check status of equip (in repair/due for maintenance), and proximity of other staff (ex: resp, rehab) Last person to see patient requests badge OR patient disposes of badge as they leave. ! (Pain point: badges get lost/forgot to hand in) If patient is being discharged, this will trigger alerts to environmental services to clean room.App is updated to show room empty waiting for clean and track this as a metric. Note:Analyzer wants to know time between discharged - clean – occupied. Badges are picked up and cleaned and put back in the cycle.
  • 35. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example textual scenario! Scenario Step! Customer Requirement! Alexa is interested in finding somebody who can give her a massage tomorrow, Saturday, because her neck feels really tight after her cross-country flight. Starting at Google, she enters “neck pain” and sees a list of results. Find Wellness displays itself as a directory of qualified practitioners. Search engine optimization She goes to look at Find Wellness, which has her “neck pain” query loaded into its search engine and automatically takes her to a list of practitioners with the most relevant modalities sorted to the top, all within 15 miles of her location. Automatic query inputs Sortable search results ordered by relevancy Alexa didn’t realize that a naturopath could help her problem. She likes the look of one in particular, and investigates her profile. Practitioner profiles with pictures She sees that she has a 5-starYelp rating. Yelp ratings Alexa clicks “Contact Practitioner” and is prompted to provide her current condition status. She sees that if she signs up, Find Wellness will help track her outcomes from a visit to a naturopath for neck pain. Patient-recorded condition measures Patient-recorded outcome measures After indicating the severity of her condition, she sees that she can reach out to the naturopath by email, phone, or investigate the practitioner’s website. She decides to send an email to get connected. Contact capability via email and phone Display website address
  • 36. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example design result!
  • 37. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example continued!
  • 38. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Collaboration with stakeholders! The shift from Learning & Defining to Ideating requires strong cross-disciplinary collaboration… •  Define goals and assumptions •  Multidisciplinary perspectives •  Develop communication strategies •  Collaborative iteration •  Go outside the team to validate
  • 39. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Thank you —! let’s keep talking!! Liz Bacon: liz@deviseconsulting.com @ebacon Lorraine Chapman: lorraine@macadamian.com @lorchapman
  • 40. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Credits! Process (wrench) icon designed by Mourad Mokrane from the Noun Project Deliverable (box) icon designed by Ryan Beck from the Noun Project
  • 41. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Example Journey Map!