The Secret Life of Electronic Health Records

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A look at what it's like to implement design change at a large-scale EHR vendor, with examples of some of the challenges, techniques for building support, and opportunities for improvement. Presented at the Healthcare Experience Design Conference in Boston, March, 2012.

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The Secret Life of Electronic Health Records

  1. 1. The Secret Life of EHRs Scott Lind
  2. 2. 20 minutes 3 things
  3. 3. 20 minutes 3 things+1 d igression
  4. 4. design • culture • opportunity
  5. 5. acute care environment
  6. 6. 28%pneumonia screenings
  7. 7. 51%catheter-associated UTI
  8. 8. 43%MRSA infections
  9. 9. self-actualization esteem belonging safety physiological
  10. 10. pleasurable usable reliablefunctional − Aarron Walter
  11. 11. pleasurable usable reliablefunctional − Aarron Walter
  12. 12. “ Does the patient smoke? ”
  13. 13. design • culture • opportunity
  14. 14. design • culture • opportunityincrease safetyimprove outcomesreduce costs
  15. 15. thisisindexed.com
  16. 16. user roles
  17. 17. context of care
  18. 18. <digression>
  19. 19. Evaluator EffectJacobsen, Hertzum & John, 1998 4 evaluators 4 sessions 93 problems
  20. 20. severe problems on a single top ten list 56%
  21. 21. severe problems on all top ten lists 0
  22. 22. CUE-2 Molich, 1998 9 teams 3 weeks 310 problems
  23. 23. problems reported by more than one team 25%
  24. 24. problems reported by more than half of the teams 2%
  25. 25. problems reported by all teams 0
  26. 26. CUE-8 2009 15 teams 5 tasks quantitative testing
  27. 27. Rent an intermediate size car at Logan Airport inBoston, Massachusetts, from Thursday 11 June 2009at 09.00 am to Monday 15 June at 3.00 pm. If askedfor a name, use John Smith, email addressjohn112233@hotmail.com. Do not submit thereservation.
  28. 28. time on task to rent a car500 451375 323 328 306250 251 210 209 207 195 180125 157 148 133 134 108 0 A B C D E F G H J K L M N O P
  29. 29. time on task to rent a car500 451375 323 328 306250 251 210 209 207 195 180125 157 148 133 134 108 0 A B C D E F G H J K L M N O P
  30. 30. usability safety
  31. 31. </digression>
  32. 32. design • culture • opportunity
  33. 33. “ Creating good user experience is not a ” design problem, it’s a power struggle. − Alan Cooper
  34. 34. Dear AmericanAirlines − Dustin Curtis
  35. 35. Everyone believes in UX
  36. 36. Everyone believes in UX
  37. 37. “ Your job as a user experience person is to cultivate a culture where good ” design has a leading voice at the table. − Aza Raskin
  38. 38. design • culture • opportunity
  39. 39. pleasurable usable reliablefunctional − Aarron Walter
  40. 40. “ In the last six weeks, have you spent more than two hours watching someone use your design or a competitor’s design? ” − Jared Spool
  41. 41. “ ” You can observe a lot by watching. − Yogi Berra
  42. 42. Simple Meaningful Easy to use FastClean Flexible Time saving ImpressiveEfficient Responsive ComprehensiveFriendly Approachable Effortless Usable
  43. 43. 2006 Marco Armant, August 2010
  44. 44. 2007 Marco Armant, August 2010
  45. 45. 2010 Marco Armant, August 2010
  46. 46. Escape Velocity− Amir Khella
  47. 47. thank you

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