The UX of A&E

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Lightning talk at the London Content Strategy Meetup, 17 June 2013.
'A&E' is Accident and Emergency – ER in the UK.

Video here: http://vimeo.com/70232969

Published in: Technology, Health & Medicine
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  • I was grateful to be treated – but would rather have been healthy and at home
  • People might want to hang out on Facebook, but most other websites people want to get out of asap.
  • Information asymmetry – having to trust someone else because you don’t understand the work involved
  • We don’t know if those suspiciously good reviews are posted by the staff. We don’t know how many more recipes there are on the site.
  • Overcome information asymmetry – by giving more information about claims, or by showing everything
  • “The maximum you can be here is 4 hours – so you’ll be here 4 hours”
  • Don’t make people wait. Especially when they’re dieting.
  • Neither are website users.
  • People are trying to find information, in less than optimal circumstances.
  • When you’re actually cooking, which recipe will be easiest to follow?
  • The big, obvious needs aren’t the only ones that users care about.
  • We pay for this in the price. It’s a small item compared to the product itself. But it’s full of win.
  • Why is the process not more joined up across agencies?
  • Website users have already started their conversation with the Internet. What part do you play? Could you answer their question without them even visiting your site?
  • Or make a task, even one is secondary to your business goal, easy and delightful to accomplish?
  • Compare belly injection styles. Ouch.
  • Verified by Visa is bad pain. Checking accounts and paying bills via Barclays app is pain done well.
  • I’m fine now, btw.
  • The UX of A&E

    1. 1. The UX of A&E @gabrielsmy 17 June 2013
    2. 2. Patients don’t want to be in hospital
    3. 3. No one likes to be patronised
    4. 4. Information asymmetry
    5. 5. Signalling Screening
    6. 6. (Im)Patients don’t like waiting
    7. 7. #hungry
    8. 8. Patients are not people at their best
    9. 9. #emergency
    10. 10. ~Intermission~
    11. 11. What’s the best treatment for thirsty?
    12. 12. Free, quick delivery
    13. 13. Telling a story 8 times is tedious
    14. 14. Hello
    15. 15. Goodbye
    16. 16. Pain can be done brilliantly
    17. 17. Thanks for listening @gabrielsmy

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