The importance of
field research when
designing for health
workers
James Robertson, Step Two Designs
jamesr@steptwo.com.au...
“ In 2001, our first

intranet project was
with Hunter Health …

”

Step Two Designs (www.steptwo.com.au)

November 2013
store.steptwo.com.au
Step Two Designs (www.steptwo.com.au)

November 2013
You can’t deliver
effective solutions to
staff you haven’t
personally met
Step Two Designs (www.steptwo.com.au)

November ...
Whatever you do,
don’t ask staff what
they want
Step Two Designs (www.steptwo.com.au)

November 2013
Stories are
powerful

Step Two Designs (www.steptwo.com.au)

November 2013
PART 1:

Conducting field
research
Step Two Designs (www.steptwo.com.au)

November 2013
Surveys

Focus groups

Step Two Designs (www.steptwo.com.au)

November 2013
Staff interviews
Workplace observation
Contextual inquiry
Other ethnographic techniques
Step Two Designs (www.steptwo.com....
Staff interviews

Step Two Designs (www.steptwo.com.au)

November 2013
This is not a clipboardcarrying exercise
Step Two Designs (www.steptwo.com.au)

November 2013
Workplace
observation

Step Two Designs (www.steptwo.com.au)

November 2013
Step Two Designs (www.steptwo.com.au)

November 2013
“ Someone showed

me a crumpled piece
of paper …

”

Step Two Designs (www.steptwo.com.au)

November 2013
Contextual inquiry

Step Two Designs (www.steptwo.com.au)

November 2013
“ One person’s desk
was covered in
sticky notes …

Step Two Designs (www.steptwo.com.au)

”
November 2013
Other ethnographic
techniques

Step Two Designs (www.steptwo.com.au)

November 2013
“ It’s not just about

nurses, it’s also linen,
food, HR …

”

Step Two Designs (www.steptwo.com.au)

November 2013
PART 2:

Simple solutions
can be very
effective
Step Two Designs (www.steptwo.com.au)

November 2013
Mayo Clinic
Step Two Designs (www.steptwo.com.au)

November 2013
Mayo Clinic
Step Two Designs (www.steptwo.com.au)

November 2013
Mayo Clinic
Step Two Designs (www.steptwo.com.au)

November 2013
PART 3:

Telling stories
Step Two Designs (www.steptwo.com.au)

November 2013
Stories are
powerful

Step Two Designs (www.steptwo.com.au)

November 2013
Stories articulate
needs and solutions

Step Two Designs (www.steptwo.com.au)

November 2013
Stories drive the
business case

Step Two Designs (www.steptwo.com.au)

November 2013
“ was a fictional
Maggie
87 year old lady …

”

Step Two Designs (www.steptwo.com.au)

November 2013
Field research is
essential in every
design project
Step Two Designs (www.steptwo.com.au)

November 2013
Healthcare
environments are
varied and
challenging
Step Two Designs (www.steptwo.com.au)

November 2013
Field research and
UX can save lives!

Step Two Designs (www.steptwo.com.au)

November 2013
www.steptwo.com.au/papers
The single largest collection of free intranet resources
in the globe, browse for answers on eve...
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The importance of field research when designing for health workers

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Field research (ethnographic research) is a vital first step when designing solutions for staff working in challenging environments. This includes healthcare staff, call centre workers, and other front-line staff. (Presentation by James Robertson at World Usability Day 2013 in Canberra, Australia.)

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The importance of field research when designing for health workers

  1. 1. The importance of field research when designing for health workers James Robertson, Step Two Designs jamesr@steptwo.com.au // @s2d_jamesr Step Two Designs (www.steptwo.com.au) November 2013
  2. 2. “ In 2001, our first intranet project was with Hunter Health … ” Step Two Designs (www.steptwo.com.au) November 2013
  3. 3. store.steptwo.com.au Step Two Designs (www.steptwo.com.au) November 2013
  4. 4. You can’t deliver effective solutions to staff you haven’t personally met Step Two Designs (www.steptwo.com.au) November 2013
  5. 5. Whatever you do, don’t ask staff what they want Step Two Designs (www.steptwo.com.au) November 2013
  6. 6. Stories are powerful Step Two Designs (www.steptwo.com.au) November 2013
  7. 7. PART 1: Conducting field research Step Two Designs (www.steptwo.com.au) November 2013
  8. 8. Surveys Focus groups Step Two Designs (www.steptwo.com.au) November 2013
  9. 9. Staff interviews Workplace observation Contextual inquiry Other ethnographic techniques Step Two Designs (www.steptwo.com.au) November 2013
  10. 10. Staff interviews Step Two Designs (www.steptwo.com.au) November 2013
  11. 11. This is not a clipboardcarrying exercise Step Two Designs (www.steptwo.com.au) November 2013
  12. 12. Workplace observation Step Two Designs (www.steptwo.com.au) November 2013
  13. 13. Step Two Designs (www.steptwo.com.au) November 2013
  14. 14. “ Someone showed me a crumpled piece of paper … ” Step Two Designs (www.steptwo.com.au) November 2013
  15. 15. Contextual inquiry Step Two Designs (www.steptwo.com.au) November 2013
  16. 16. “ One person’s desk was covered in sticky notes … Step Two Designs (www.steptwo.com.au) ” November 2013
  17. 17. Other ethnographic techniques Step Two Designs (www.steptwo.com.au) November 2013
  18. 18. “ It’s not just about nurses, it’s also linen, food, HR … ” Step Two Designs (www.steptwo.com.au) November 2013
  19. 19. PART 2: Simple solutions can be very effective Step Two Designs (www.steptwo.com.au) November 2013
  20. 20. Mayo Clinic Step Two Designs (www.steptwo.com.au) November 2013
  21. 21. Mayo Clinic Step Two Designs (www.steptwo.com.au) November 2013
  22. 22. Mayo Clinic Step Two Designs (www.steptwo.com.au) November 2013
  23. 23. PART 3: Telling stories Step Two Designs (www.steptwo.com.au) November 2013
  24. 24. Stories are powerful Step Two Designs (www.steptwo.com.au) November 2013
  25. 25. Stories articulate needs and solutions Step Two Designs (www.steptwo.com.au) November 2013
  26. 26. Stories drive the business case Step Two Designs (www.steptwo.com.au) November 2013
  27. 27. “ was a fictional Maggie 87 year old lady … ” Step Two Designs (www.steptwo.com.au) November 2013
  28. 28. Field research is essential in every design project Step Two Designs (www.steptwo.com.au) November 2013
  29. 29. Healthcare environments are varied and challenging Step Two Designs (www.steptwo.com.au) November 2013
  30. 30. Field research and UX can save lives! Step Two Designs (www.steptwo.com.au) November 2013
  31. 31. www.steptwo.com.au/papers The single largest collection of free intranet resources in the globe, browse for answers on every topic! www.steptwo.com.au/subscribe We publish two new articles every month; sign up for the monthly newsletter to make sure you don’t miss out Get in touch Email: jamesr@steptwo.com.au Twitter: @s2d_jamesr Step Two Designs (www.steptwo.com.au) November 2013

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