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User Experience (UX) Research in Healthcare

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Healthcare companies should embrace iterative user research so that they may design products that aligns with their customers' wants and needs. UX research studies are not clinical trials - they are a means of learn how to best design a product for customers.

Published in: Design, Technology, Business

User Experience (UX) Research in Healthcare

  1. 1. #HxR2014 UX Research in Healthcare is Easier Than You Think! Dan Berlin Experience Research Director, Mad*Pow @banderlin dberlin@madpow.com
  2. 2. #HxR2014 Topics What is user experience (UX) research? What have we learned from usability research? How you can get started… soon!
  3. 3. #HxR2014 What Is UX Research?
  4. 4. #HxR2014 What does a usability study look like?
  5. 5. #HxR2014 What does a usability study look like?
  6. 6. #HxR2014 Device that I can’t show you
  7. 7. #HxR2014 There’s a wide variety of user experience methods
  8. 8. #HxR2014 What does ethnography look like?
  9. 9. #HxR2014 Moderators observe behaviors and ask the right questions
  10. 10. #HxR2014 UX Research is Typically Qualitative
  11. 11. #HxR2014 UX Research is Typically Directional
  12. 12. #HxR2014 Users do strange things
  13. 13. #HxR2014 Who knows more about the healthcare needs of the elderly?
  14. 14. #HxR2014 Who knows more about the healthcare needs of the elderly?
  15. 15. #HxR2014 What happens when you don’t get input from actual users?
  16. 16. #HxR2014 UX Research studies aren’t…
  17. 17. #HxR2014 CLINICAL TRIALS
  18. 18. #HxR2014
  19. 19. #HxR2014
  20. 20. #HxR2014 A Marketing Focus Group is NOT User Experience Research
  21. 21. #HxR2014 Don’t need significant numbers to make a significant difference
  22. 22. #HxR2014
  23. 23. #HxR2014 Usability studies are qualitative Positive: Users were able to find the “Buy Now” button. 3 out of 8 participants mentioned 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 participants mentioned that the text in the buttons was hard to read. Consider: increasing the contrast of the text to ease readability.
  24. 24. #HxR2014 Finding Recommendation Participants said that the text was hard to read Increase the contrast of the text Participants were unable to locate the product; they said they expected it under Products & Services Move XYZ product to the Product & Services area Participants were unable to discern the top from the bottom of the vial Include a visual cue as to which is the top and bottom of the vial Participants were able to figure out how to use the insulin pump, but said that the instructions were very hard to follow Add detail throughout the instruction manual Typical Usability Study Results
  25. 25. #HxR2014 Incremental Usability vs. For FDA Submission
  26. 26. #HxR2014 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. #HxR2014 There’s a wide variety of user experience methods
  28. 28. #HxR2014 Conducting user research WILL inform you about: How users think about your product How users expect to interact with your product
  29. 29. #HxR2014 What have we learned during usability studies?
  30. 30. #HxR2014 Make information pop
  31. 31. #HxR2014 Make information pop
  32. 32. #HxR2014 Make information pop
  33. 33. #HxR2014 Make information pop
  34. 34. #HxR2014
  35. 35. #HxR2014
  36. 36. #HxR2014
  37. 37. #HxR2014
  38. 38. #HxR2014 Mobile First, Where Appropriate
  39. 39. #HxR2014 Mobile First, Where Appropriate
  40. 40. #HxR2014 Mobile First, Where Appropriate
  41. 41. #HxR2014
  42. 42. #HxR2014 Companies ask their users to do weird things
  43. 43. #HxR2014
  44. 44. #HxR2014
  45. 45. #HxR2014
  46. 46. #HxR2014
  47. 47. #HxR2014 Make information pop Mobile first, where appropriate Companies ask their users to do weird things
  48. 48. #HxR2014 How you can get started… SOON!
  49. 49. #HxR2014 Greatest Myth in UX Research for Healthcare
  50. 50. #HxR2014 Conduct iterative research
  51. 51. #HxR2014 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. #HxR2014 Bolster Qualitative with Quantitative at the End
  53. 53. #HxR2014
  54. 54. #HxR2014 Consider the $300,000,000 button. Why should you do this?
  55. 55. #HxR2014 Just get your product in front of customers and watch them use it… You may be surprised at what you see!
  56. 56. #HxR2014 Thank you! Dan Berlin @banderlin dberlin@madpow.com

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