UX Redux: Design Teardown of Consumer Healthcare Sites/Apps

9 November 2011 design review :: Dr. Leslie Ramirez & Jeﬀ Bailey :: Moses Hohman & Dr. Sehjin Han chicagohealthtech.org @CHIHealthTech #CH20

What is Health 2.0?

Chicago Health 2.0 covers Physicians/Practices Discovery, CME, EMR, Mobile Government Tools, Practice Mgmt Open data, Payment Reform (CMS) Providers/Hospitals EMR, clinical mgmt, workflow, codingInsurance/PlansPrice comparison, HIE Consumer/Patient Pharma PHR, Doctor Search, PHR, Education, Price crowdfunding, personal comparsion monitoring

Whats going on in Chicago? PaPent EducaPon / Medical Coding CommunicaPon Physician Discovery/Search EMR/EHR & Physician Mobile Tools PracPce Management Physician EducaPon / CME SoluPons Health Insurance Consumer Investment / Incubator PHR Related Policy, Government, Physician to PaPent RegulaPon CommunicaPon ConsulPng / Research / EMR/EHR consultaPon MarkePng Professional OrganizaPons

How Chicago Health 2.0 can help? Presentation Blog writing Connections Sounding board Lean Launch Lab Startup Pitch competition

Upcoming Meetups December 2011Medhost — from restaurant reservations toemergency department information systemJanuary 2012Walgreens Pharmacy Experience Transformation Other Health UX things coming up: March 26-‐27, 2012

Sponsor Thanks! Nov 15 Lean + UX + Agile: Putting It All Together Nov 17 Customer Interviews

Pathﬁnder: Health UX iPhone EMR iPad Patient Portal Clinical Decision Support for EMR (CDS) system Mobile Medical Mobile Medical Workflow Health Counseling Continuing Medical for blood donation Interview App Education (CME) monitoring Hiring UX Designers!

Jasmin Phua XUser experience strategist divine user intent & anPcipate user needs Co-‐organizer @ Chicago Health 2.0 HIMSS EHR Usability Taskforce jasmin@chicagohealthtech.org @jasphua last 200 tweets dont follow me

What are we talking about today? •  Designing for consumer healthcare •  Leslies List •  Human PracPce

designing for consumer healthcare >  early days – consumer percepPon and tolerances are changing rapidly >  learn to ♥ and use free, valuable research @pewresearch @susannahfox @theIOM @metrochicagoic >  reach out to your user community •  real users not "user representaPves" •  early and frequently •  informed decisions, not doing what your users tell you Chicago Health 2.0 Meetup 11/10/11 | 11

designing for consumer healthcare :: focus on usability efficiency what is usability? effectiveness quality attribute ISO 9241, Part 11 satisfaction >  who are the users? >  what are their tasks and goals? >  what situaPons bring them here? >  what are their expectaPons? Chicago Health 2.0 Meetup 11/10/11 | 12

designing for consumer healthcare :: users >  who do you want to reach? >  how are you going to reach them? >  what are their likely behaviors? who are your users? motivated!Chicago Health 2.0 Meetup 11/10/11 | 13

designing for consumer healthcare :: tasks & goals >  what are they trying to achieve? >  what would they consider a successful experience? >  where does the task end? business model and pivot implicaPons what are their tasks & goals? INFORMATION SEEKING vs TRANSACTIONALChicago Health 2.0 Meetup 11/10/11 | 14

designing for consumer healthcare :: situation >  think of these as triggers or moPvaPon situation that brings them to you 48% SOMEONE ELSE 36% MYSELFChicago Health 2.0 Meetup 11/10/11 | 15

designing for consumer healthcare :: expectations >  biases, percepPon, trust, credibility what are their expectations?Chicago Health 2.0 Meetup 11/10/11 | 16

designing for consumer healthcare :: opportunities? >  consider how to use other environmental factors as touchpoints other resources? ONLINE ONLINE info seeking transaction ONLINE OFFLINE info seeking transaction OFFLINE ONLINE info seeking transactionChicago Health 2.0 Meetup 11/10/11 | 17

designing for consumer healthcare :: persuasive design change my users behaviors make them !@#$%^ do...>  Framework for persuasive design, behavior design >  BJ Fogg @bjfogg Persuasive Tech Lab @ Stanford >  hjp://www.behaviorwizard.org/ >  Cant force unnatural behavior, but what can you encourage? Chicago Health 2.0 Meetup 11/10/11 | 18

Leslies List FOUNDERS Dr. Leslie Ramirez and Jeff Bailey GOALS Help paPents and prescribers find affordable medicaPons and healthcare services Chicago Health 2.0 Meetup 11/10/11 | 19

LesliesList :: home / landing pageChicago Health 2.0 Meetup 11/10/11 | 20

LesliesList :: prescription medication price comparisonChicago Health 2.0 Meetup 11/10/11 | 21

design review :: LesliesList :: home / landing page >  what can you do here? >  what is the focus? what are the core interacPons you want to encourage? how do I decide whether this is worth my Pme? what does a successful encounter look like? what value will this provide to me? Chicago Health 2.0 Meetup 11/10/11 | 22

design review :: LesliesList :: user context >  users: self, caregiver, librarian, social worker >  tasks and goals •  fill a prescripPon at best value for me •  look-‐up cheapest and most convenient locaPon for medical test •  find clinics with free diagnosPc services •  find cheapest medicaPon for a specific medical condiPon >  situaPons •  refill an exisPng prescripPon •  fill a new prescripPon – temporary/treatment cycle, long-‐term >  expectaPons •  tell me what the cheapest approach might be, e.g. combinaPon of split pill & unit price •  alert me when a generic equivalent becomes available Chicago Health 2.0 Meetup 11/10/11 | 23

design review :: LesliesList :: page zones Naviga0on elements duplicated in channels is it necessary to have this layer? issue is not Channels about # of clicks, but purpose News / large part of screen X X real estate (above Context / Loca0on Helpful Resources fold) devoted to non- Relevant facts Selec0on key interactions Feedback missed opportunitiesChicago Health 2.0 Meetup 11/10/11 | 24

design review :: LesliesList :: model – expose channels location selectors dont need to be display secondary / less important resource and prominent: Groupon model is a good one reference links out of the way of main task (steal, steal steal) Create "channels" for Feedback Chicago" the key focus areas Secondary nav links place feedback in more Prescription Medical Tests" Clinics" prominent locationExpose the interaction Medications"elements, no need foradditional drilldowns Browse Search" $ $ $ $ $ $ Use the same region butProvide examples that News & Resources" News & Resources" News & Resources" provide flexibility forshow value of site. Could different views whenbe: necessary•  example of medication savings•  summary of price range•  user testimonials Showcase relevant blog articles, news, and helpful links; still organized by channel/focus Chicago Health 2.0 Meetup 11/10/11 | 25

design review :: LesliesList :: model – main focus Chicago" Feedback Secondary nav links ways for user to declare intent:pick a main focus – most - generic medications onlyfrequently performed search? - best value "Im lucky" Help me find" closest best value new prescription - closest location prescriptions  | " $ $ News & Resources" $ $ $ $ would users want to search $ $ across conditions without indicating which medication? Provide contextual lists, e.g. - most frequently searched prescriptions - newly available generic equivalents Chicago Health 2.0 Meetup 11/10/11 | 26

design review :: LesliesList :: accelerators >  provide cues to aid recogniPon >  support user in areas where theres low recall, but high recogniPon Autosuggest / autocomplete prescriptions  | met" how accurate or precise are your users? what do they need help with? metaproterenol would they be familiar with the spelling of metaproteronol sulfate various prescription medications? Supporting information what type of context should be provided? metaproterenol high blood pressure, angina, diabetes OTHER NAMES Lopressor, ToprolChicago Health 2.0 Meetup 11/10/11 | 27

design review :: LesliesList :: information focus what does the user really want to know here — if a pill can be split is the cost cheaper? provide assistive tool/calculator? call to action: what is the main determinant when pharmacy locator evaluating cost information?quantity I need... dosage ? 90 pills at 500 mg 2 daily " 500 mg " interval no. of pills" interval" dosage" 2 pills at 500 mg daily Chicago Health 2.0 Meetup 11/10/11 | 28

design review :: LesliesList :: highlight pricing dont make me decide, just tell me which is best $ BEST Walgreens" $0.04 $12 for 270 tablets" Find store each pill 10/10/2011" Kmart" $0.06 $10 for 180 tablets" Transfer here each pill 2/1/2011" Walmart" $0.07 $4 for 60 tablets" Fill new each pill 9/27/2011" prescription what does it mean if something is verified a long time what kinds of actions ago vs. recent? prices are relatively static are suitable?Chicago Health 2.0 Meetup 11/10/11 | 29

Human Practice FOUNDERS Moses Hohman and Dr. Sehjin Han GOALS -‐ Friendly, insighmul healthcare pracPPoner proﬁles -‐ Provide a way to facilitate social recommendaPons for healthcare pracPPoners Chicago Health 2.0 Meetup 11/10/11 | 30

design review :: Human Practice :: physician profileChicago Health 2.0 Meetup 11/10/11 | 31

design review :: Human Practice :: physician profileChicago Health 2.0 Meetup 11/10/11 | 32

design review :: Human Practice :: user context >  Imagine your content as a conversaPon with the user Lenng Go of the Words: WriPng Web Content that Works, Ginny Redish @ginnyredish >  How would you phrase the request and response in a conversaPon? "human concierge service" >  Organize your content for readability •  chunking content •  phrasing content •  delineaPng relaPonships between content •  heatmaps Chicago Health 2.0 Meetup 11/10/11 | 33

design review :: Human Practice :: profile components >  what are the criPcal elements? >  what are the best content relaPonships? Practitioner identifying information & "warm fuzzies" (photo) Call to action – make appointment, or capture/save info How important are credentials in healthcare and what should be emphasized?Chicago Health 2.0 Meetup 11/10/11 | 34

design review :: Human Practice :: profile components equivalent of the "elevator pitch" why choose this practitioner? but...narrative is not skimmable narrative chunked out in an interview format looks good right? more skimmable but...what type of content is suited to this?As a Health Care Home clinic, we have a care coordinator, Holly Coy, who works with families with special health needs. She helps families get to specialists. She makes sure that I get reports from specialists. She helps families understand the care they get. She also helps them think about what kind of care they want, and how to get it. She and Anna Parker, our social worker, help families access other services in the community. We also have a staﬀ of interpreters for the languages spoken commonly in Minneapolis, such as Somali and Spanish. Our team includes our recepPon and nursing staﬀ, all devoted to keeping children healthy. This team approach makes me very happy to go to work in the morning! Chicago Health 2.0 Meetup 11/10/11 | 35

design review :: Human Practice :: reading behavior >  F-‐shaped pajern •  ﬁrst 2 paragraphs most important informaPon •  start subheads, paragraphs, bullet points with meaningful words Nielsen Norman Group eye-‐tracking report: hjp://www.useit.com/alertbox/reading_pajern.html Chicago Health 2.0 Meetup 11/10/11 | 36

design review :: Human Practice :: reading behavior >  Focus on portrait photos >  Very lijle reading of bio info >  When you have an informaPon seeking task that necessitates reading proﬁle info likely to be slightly diﬀerent Nielsen Norman Group eye-‐tracking report: hjp://www.useit.com/alertbox/reading_pajern.html

design review :: Human Practice :: reorganizing content summary of pracPce services?

design review :: Human Practice :: social recommendations >  Healthcare pracPPoners •  Clinician proﬁles » physicians, denPsts, physical therapists •  Health-‐related advisors » lactaPon consultant, doula, acupuncturist, personal trainer >  BJ Fogg @bjfogg, Persuasive Technology Lab @Stanford >  What types of referrals do we request oﬄine? Chicago Health 2.0 Meetup 11/10/11 | 39

design review :: Human Practice :: user preferences I know so much about you, do I know your favorite practitioners, or most frequently recommended practitioners? I can constrain the search by location if its a local referral, dont presume based on users location, i.e. not a hard constraint at some point youll run into the "long list" problem ♥ My healthcare pracPPoners Jacqueline Du Pre Gastroenterologist Lenny Bernstein Orthopedic surgeon Joan Sutherland Wellness coach

design review :: Human Practice :: social context what kinds of requests lend themselves best to social networks? what kinds of requests are you comfortable with using online social networks? Plastic surgery? would you be comfortable stating type of service? ONLINE ONLINE info seeking transaction ONLINE OFFLINE info seeking transaction OFFLINE ONLINE info seeking transaction

design review :: Human Practice :: social context users werent providing this information •  Trust issues? entering data •  Wrong stage in ﬂow? •  Perceived beneﬁt Likely accepts your insurance. Call to confirm.

UX Redux: Design Teardown of Consumer Healthcare Sites/Apps

by Jasmin Phua on Nov 10, 2011

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UX Redux: Design Teardown of Consumer Healthcare Sites/Apps Presentation Transcript