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HxRefactored - Mad*Pow - Dan Berlin

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  • 1. #HxR   UX Research in Healthcare is Easier Than You Think! Dan Berlin Experience Research Director, Mad*Pow @banderlin dberlin@madpow.com
  • 2. #HxR   Topics What is user experience (UX) research? What have we learned from usability research? How you can get started… soon!
  • 3. #HxR   What Is UX Research?
  • 4. #HxR   What does a usability study look like?
  • 5. #HxR   What does a usability study look like?
  • 6. #HxR   Device that I can’t show you
  • 7. #HxR   There’s a wide variety of user experience methods
  • 8. #HxR   What does ethnography look like?
  • 9. #HxR   Moderators observe behaviors and ask the right questions
  • 10. #HxR   UX Research is Typically Qualitative
  • 11. #HxR   UX Research is Typically Directional
  • 12. #HxR   Users do strange things
  • 13. #HxR   Who knows more about the healthcare needs of the elderly?
  • 14. #HxR   Who knows more about the healthcare needs of the elderly?
  • 15. #HxR   What happens when you don’t get input from actual users?
  • 16. #HxR   UX Research studies aren’t…
  • 17. #HxR   CLINICAL TRIALS
  • 18. #HxR  
  • 19. #HxR  
  • 20. #HxR   A Marketing Focus Group is NOT User Experience Research
  • 21. #HxR   Don’t need significant numbers to make a significant difference
  • 22. #HxR  
  • 23. #HxR   Usability studies are qualitative Posi*ve:  Users  were  able  to  find  the   “Buy  Now”  bu?on.   3  out  of  8  par*cipants  men*oned   that  the  picture  had  no  relevance  to   them.   Consider:  replacing  this  with  an   infographic  or  another  picture  that   may  draw  in  users.   6  out  of  8  par*cipants  men*oned   that  the  text  in  the  bu?ons  was  hard   to  read.   Consider:  increasing  the  contrast  of   the  text  to  ease  readability.  
  • 24. #HxR   Finding   Recommenda-on   Par*cipants  said  that  the  text  was  hard  to  read   Increase  the  contrast  of  the  text   Par*cipants  were  unable  to  locate  the  product;  they   said  they  expected  it  under  Products  &  Services   Move  XYZ  product  to  the  Product  &  Services  area   Par*cipants  were  unable  to  discern  the  top  from  the   bo?om  of  the  vial   Include  a  visual  cue  as  to  which  is  the  top  and  bo?om   of  the  vial   Par*cipants  were  able  to  figure  out  how  to  use  the   insulin  pump,  but  said  that  the  instruc*ons  were  very   hard  to  follow   Add  detail  throughout  the  instruc*on  manual   Typical Usability Study Results
  • 25. #HxR   Incremental Usability vs. For FDA Submission
  • 26. #HxR   Incremental Usability vs. For FDA Submission • Small studies throughout the product lifecycle • Qualitative; 5-8 participants per demographic • Learn user needs and expectations and use these to guide design • Fewer, larger studies closer to product launch • Quantitative and qualitative; >30 participants • Validate that the product is indeed usable for the target audience
  • 27. #HxR   There’s a wide variety of user experience methods
  • 28. #HxR   Conducting user research WILL inform you about: How users think about your product How users expect to interact with your product
  • 29. #HxR   What have we learned during usability studies?
  • 30. #HxR   Make information pop
  • 31. #HxR   Make information pop
  • 32. #HxR   Make information pop
  • 33. #HxR   Make information pop
  • 34. #HxR  
  • 35. #HxR  
  • 36. #HxR  
  • 37. #HxR  
  • 38. #HxR   Mobile First, Where Appropriate
  • 39. #HxR   Mobile First, Where Appropriate
  • 40. #HxR   Mobile First, Where Appropriate
  • 41. #HxR  
  • 42. #HxR   Companies ask their users to do weird things
  • 43. #HxR  
  • 44. #HxR  
  • 45. #HxR  
  • 46. #HxR  
  • 47. #HxR   Make information pop Mobile first, where appropriate Companies ask their users to do weird things
  • 48. #HxR   How you can get started… SOON!
  • 49. #HxR   Greatest Myth in UX Research for Healthcare
  • 50. #HxR   Conduct iterative research
  • 51. #HxR   User Experience Research in the Project Lifecycle Formative Interviews, call center, ethnography Summative Usability, diary studies, online assessments Evaluative Usability, card sorts, workshops, guerilla
  • 52. #HxR   Bolster Qualitative with Quantitative at the End
  • 53. #HxR  
  • 54. #HxR   Consider the $300,000,000 button. Why should you do this?
  • 55. #HxR   Just get your product in front of customers and watch them use it… You may be surprised at what you see!
  • 56. #HxR   Thank you! Dan Berlin @banderlin dberlin@madpow.com