'Get well sooner with myUZ' - User Experience Showcase as presented on eChallenges

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'Get well sooner with myUZ', the New Patient Portal of University Hospitals Leuven
User Experience Showcase as presented on eChallenges in Firenze, October 2011

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'Get well sooner with myUZ' - User Experience Showcase as presented on eChallenges

  1. 1. Get well sooner with myUZThe New Patient Portal of University Hospitals Leuven Johan Verhaegen Leading UX Expert & Senior Project Manager eChallenges, Firenze – Italy, October 26-28 2011
  2. 2. Get well sooner with myUZ The New Patient Portal of University Hospitals Leuven University Hospitals Leuven, one of the biggest hospitals in Belgium  620.763 consultations  100.883 day surgeries  64.930 hospitalizations
  3. 3. Get well sooner with myUZ Getting well  on a physical level by medical care  on a psychological level by information and communication Patients need reliable information Patients want to communicate  with caretakers and with loved ones  before, during and after the hospital visit
  4. 4. Get well sooner with myUZ Reliable information from UZ Leuven to its patients  face-to-face  brochures  public website
  5. 5. Get well sooner with myUZ Patients search for information themselves  inside ánd outside the hospital  causes challenges  is this information reliable, useful, relevant,…?  does this information really apply to the patient (age, characteristics, condition, medication,…)?
  6. 6. Get well sooner with myUZ A lot of patients and caretakers feel like this
  7. 7. Get well sooner with myUZ While they should feel like this
  8. 8. Get well sooner with myUZ Huge communication management efforts required  Patients need personal, tailored information from a reliable source based on information in medical files: diagnosis, treatment, planned examinations, tests, surgical interventions accompanied by documents with validated medical information overview of all appointments and invoices incorrect or wrong information is the last thing they can use  Patients want to interact manage information (documents) fill in questionnaires send messages Communication has to be simple and easy  push  pull
  9. 9. Get well sooner with myUZ Initial focus on patients with a chronic illness  close connection to hospital  used to monitor their health  more informed and up-to-date  motivated, concerned and engaged UZ Leuven created a first functional proof-of- concept  Appointments, Questionnaires, Documents, Invoices and Messages
  10. 10. Get well sooner with myUZ Human Interface Group  UX expert evaluation by UX expert  improvements on homepage, navigation area and modules  creation of Design Patterns  consistency in flow  clarity in structure  designing a straightforward Push/Pull concept
  11. 11. Get well sooner with myUZ The information that is available in the medical files is sent to the patient (push), based on myUZ tags  tags < Electronic Patient Files for over 15 years The patient as an information consumer  patients don’t look for information, but the information is presented  patients need to be seduced to consume the information, that is presented to them on a serving tray
  12. 12. Push
  13. 13. Push
  14. 14. Get well sooner with myUZ Own tags (orange)  private  not shared with other patients  sharing all tags with all patients would contaminate the tags in myUZ Contamination of the tags: trust and credibility  Patient Tag Monitoring  if used a lot and if meaningful  => promoted to ‘myUZ tag’  fine-tune and enrich the metadata
  15. 15. Get well sooner with myUZ Patient also searches for information (pull)  add documents to the inbox  subscribe to certain tags The patient as an information seeker  more focused and goal-oriented  more active
  16. 16. Get well sooner with myUZ As a patient you already receive information, based on your characteristics and condition But you also want to look for information about other topics, for someone else (your child, mother or father, a friend), or just because you’re interested All information is available, structured, classified and well-ordered
  17. 17. Pull
  18. 18. CaseGet well sooner with myUZ study All information exchange is secured by eID technology  Belgian Electronic Identity Card  technology to identify, authenticate, electronically sign documents and manage administrative tasks online
  19. 19. CaseGet well sooner with myUZ study Constant focus on these patients, finding a ‘healthy’ balance between technology and user experience  crucial to keep the users in mind, make technology user-friendly and give it a human face  biggest challenge was nót the technology, but (organizing, gathering, tagging, ...) the content Informing patients  in the best possible way  in a reassuring, pleasant environment  while they are feeling safe and being supported on their medical journey
  20. 20. CaseGet well sooner with myUZ study Buy in  medical staff realizes that information flow to the patients is crucial, but it is not their day-to-day top priority  people are very enthusiastic at the beginning and expect a lot from the technology behind the scenes  it soon becomes clear that they will have to invest time and effort to make this all happen for their patients. It requires a mind shift within UZ Leuven and it will be an ongoing process for some time
  21. 21. johan.verhaegen@higroup.com De Regenboog 11 2800 Mechelen +32 (0)15 40 01 38 www.higroup.comZie ookwww.higroup.com/news-publications/white-papers @higroup Human Interface Group Human Interface Group

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