#HxR	
  
UX Research in Healthcare
is Easier Than You Think!
Dan Berlin 
Experience Research Director, Mad*Pow
@banderlin ...
#HxR	
  
Topics
What is user experience (UX) research?
What have we learned from usability research?
How you can get start...
#HxR	
  
What Is UX
Research?
#HxR	
  
What does a usability
study look like?
#HxR	
  
What does a usability
study look like?
#HxR	
  
Device that I can’t
show you
#HxR	
  
There’s a wide variety of
user experience methods
#HxR	
  
What does
ethnography
look like?
#HxR	
  
Moderators observe
behaviors and ask the
right questions
#HxR	
  
UX Research is
Typically Qualitative
#HxR	
  
UX Research is
Typically Directional
#HxR	
  
Users do
strange things
#HxR	
  
Who knows more about
the healthcare needs of
the elderly?
#HxR	
  
Who knows more about the healthcare needs of the elderly?
#HxR	
  
What happens
when you don’t
get input from
actual users?
#HxR	
  
UX Research
studies aren’t…
#HxR	
  
CLINICAL
TRIALS
#HxR	
  
#HxR	
  
#HxR	
  
A Marketing Focus Group is NOT
User Experience Research
#HxR	
  
Don’t need significant numbers to
make a significant difference
#HxR	
  
#HxR	
  
Usability studies are qualitative
Posi*ve:	
  Users	
  were	
  able	
  to	
  find	
  the	
  
“Buy	
  Now”	
  bu?on...
#HxR	
  
Finding	
   Recommenda-on	
  
Par*cipants	
  said	
  that	
  the	
  text	
  was	
  hard	
  to	
  read	
   Increas...
#HxR	
  
Incremental Usability vs. For FDA Submission
#HxR	
  
Incremental Usability vs. For FDA Submission
• Small studies throughout the product lifecycle
• Qualitative; 5-8 ...
#HxR	
  
There’s a wide variety of
user experience methods
#HxR	
  
Conducting user research WILL
inform you about:

 How users think
about your product

How users
expect to interac...
#HxR	
  
What have we
learned during
usability studies?
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
Mobile First,
Where Appropriate
#HxR	
  
Mobile First, Where Appropriate
#HxR	
  
Mobile First, Where Appropriate
#HxR	
  
#HxR	
  
Companies ask their users to
do weird things
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  

Make information pop
Mobile first, where appropriate
Companies ask their users to do
weird things
#HxR	
  
How you can get
started… SOON!
#HxR	
  
Greatest Myth
in UX Research
for Healthcare
#HxR	
  
Conduct
iterative
research
#HxR	
  
User Experience
Research in the
Project Lifecycle
Formative
Interviews, call center, ethnography
Summative
Usabil...
#HxR	
  
Bolster Qualitative with
Quantitative at the End
#HxR	
  
#HxR	
  
Consider the
$300,000,000 button.
Why should
you do this?
#HxR	
  
Just get your product in
front of customers and
watch them use it…
You may be surprised at what you see!
#HxR	
  
Thank you!
Dan Berlin
@banderlin
dberlin@madpow.com
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HxRefactored - Mad*Pow - Dan Berlin

  1. 1. #HxR   UX Research in Healthcare is Easier Than You Think! Dan Berlin Experience Research Director, Mad*Pow @banderlin dberlin@madpow.com
  2. 2. #HxR   Topics What is user experience (UX) research? What have we learned from usability research? How you can get started… soon!
  3. 3. #HxR   What Is UX Research?
  4. 4. #HxR   What does a usability study look like?
  5. 5. #HxR   What does a usability study look like?
  6. 6. #HxR   Device that I can’t show you
  7. 7. #HxR   There’s a wide variety of user experience methods
  8. 8. #HxR   What does ethnography look like?
  9. 9. #HxR   Moderators observe behaviors and ask the right questions
  10. 10. #HxR   UX Research is Typically Qualitative
  11. 11. #HxR   UX Research is Typically Directional
  12. 12. #HxR   Users do strange things
  13. 13. #HxR   Who knows more about the healthcare needs of the elderly?
  14. 14. #HxR   Who knows more about the healthcare needs of the elderly?
  15. 15. #HxR   What happens when you don’t get input from actual users?
  16. 16. #HxR   UX Research studies aren’t…
  17. 17. #HxR   CLINICAL TRIALS
  18. 18. #HxR  
  19. 19. #HxR  
  20. 20. #HxR   A Marketing Focus Group is NOT User Experience Research
  21. 21. #HxR   Don’t need significant numbers to make a significant difference
  22. 22. #HxR  
  23. 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. 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. 25. #HxR   Incremental Usability vs. For FDA Submission
  26. 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. 27. #HxR   There’s a wide variety of user experience methods
  28. 28. #HxR   Conducting user research WILL inform you about: How users think about your product How users expect to interact with your product
  29. 29. #HxR   What have we learned during usability studies?
  30. 30. #HxR   Make information pop
  31. 31. #HxR   Make information pop
  32. 32. #HxR   Make information pop
  33. 33. #HxR   Make information pop
  34. 34. #HxR  
  35. 35. #HxR  
  36. 36. #HxR  
  37. 37. #HxR  
  38. 38. #HxR   Mobile First, Where Appropriate
  39. 39. #HxR   Mobile First, Where Appropriate
  40. 40. #HxR   Mobile First, Where Appropriate
  41. 41. #HxR  
  42. 42. #HxR   Companies ask their users to do weird things
  43. 43. #HxR  
  44. 44. #HxR  
  45. 45. #HxR  
  46. 46. #HxR  
  47. 47. #HxR   Make information pop Mobile first, where appropriate Companies ask their users to do weird things
  48. 48. #HxR   How you can get started… SOON!
  49. 49. #HxR   Greatest Myth in UX Research for Healthcare
  50. 50. #HxR   Conduct iterative research
  51. 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. 52. #HxR   Bolster Qualitative with Quantitative at the End
  53. 53. #HxR  
  54. 54. #HxR   Consider the $300,000,000 button. Why should you do this?
  55. 55. #HxR   Just get your product in front of customers and watch them use it… You may be surprised at what you see!
  56. 56. #HxR   Thank you! Dan Berlin @banderlin dberlin@madpow.com
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