This was a talk given at Africa Health 2018 in Johannesburg on May 31st. I explained the importance of starting from a motivational point of view regarding working in healthcare, and explored definitions and tools used in healthcare UX.
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£12-20 Billion
After 8 years of delays and failures to deliver what was first
envisioned, the subsequent British coalition government
ended the project in 2012. In the end the budget spiralled to
much larger figure which is still not fully known. But it is
believed to be between £12 Billion and £20 Billion.
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“…an international pioneer of citizen-led service design”
Scottish Government’s digital strategy, July 2017
NHS Scotland hopes to right the
wrongs of NHS England with their
own transformational process..
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NHS Scotland
• Has a consistent agenda
• One large team, with many players
• Government
• Academics
• Healthcare providers
• Private Sector
• Third Sector
• They conduct small scale tests, then have a large scale roll out
• See importance of training and educating frontline staff
• Work with a user-centred approach involving co-design
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Simon Sinek in his book
Start With Why explains the
importance of developing a
business around the core
principle behind what
drives you to do business
in the first place.
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“No society can legitimately
call itself civilized if a sick
person is denied medical aid
because of lack of means.”
Aneurin Bevan – Ex British Health Minister
3 August 1945 – 17 January 1951
Health Minister, Mr Aneurin
Bevan, had a powerful reason
for starting the NHS on July
5th 1948
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Everyone deserves
to be healthy
User research,
design thinking,
iterative design,
visual design
Clinical UX!!!
Everyone working in
healthcare should
generally have the
same Why, but their
How and What can
be radically
different, as is the
case for me.
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Accessibility relates to
people being capable of
interacting with a product
or service regardless of
perceived inabilities or
challenges.
Examples include physical
disability, age or language.
Usability is about the
ease of use and
learnability of anything
that has been designed.
For example, a remote
for a TV you have never
used before should be
easy to use and its
functions quick to learn.
Pleasure correlates with
happiness in an
experience. It is key in
building trust,
developing loyalty and
ensuring repeated use
with a product or service.
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What is a UX Specialist?
A professional who optimises the usability,
accessibility and pleasure of technology and
services.
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DoThink
Vs
No matter how intelligent one may be, people are much
better at reacting and doing something quickly rather than
thinking quickly in a situation. This is why we get
frustrated when we have to think when completing simple
tasks such as opening a door or using a lift.
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Business
PeopleSupplier
End user/
consumer
What is User Centred Design?
There are many types of people
involved in bring about change in
the world, including businesses,
the general public or staff or a
business AKA the people, and the
suppliers who create the product
or service for people.
But at the centre should always be
the end user/consumer, which in
healthcare does not just mean the
patient. It can including clinicians
and non-clinicians as well.
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Understanding
The application of knowledge for
higher thought processes and
performing tasks
Knowledge
Facts, information, and
skills acquired through
experience or education.
There is a difference between
knowledge and understanding. By
working as a group, we can have
more knowledge and understanding
of a situation, its problems and
potential solution
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ABC Players of Change
Conceivers Believers
AchieversFor any change management project to be successful,
three roles need to be fulfilled; those of the Achiever,
the Believer and the Conceiver.
One person can do all three, but it is often more efficient
to have at least two if not more. It is also common for
someone to be competent in more than one of the three
roles.
As the illustration suggests, there is often overlap
between the three roles.
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Believers
Those that understand what
can be done and ensure that
potential is reached.
E.g. Project Manager, CEO,
politician
Achievers
Those that use their technical
skills and knowledge to
create products and services.
E.g. Clinician, software
developer, or engineer
Conceivers
Those that think and dream
big, with ambitious ideas that
others wouldn’t think of.
E.g. Entrepreneur, designer,
think tank.
ABC Players of Change