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1© 2016 EVANTAGE CONSULTING
Design for the Caring
Professions
KAT JAYNE
EVANTAGE CONSULTING
April, 2016
2© 2016 EVANTAGE CONSULTING
Kat Jayne
Title: Senior UX Consultant
Other titles: UXPA-MN Past President, Librarian,
Mentor,...
3© 2016 EVANTAGE CONSULTING
Experiences
Interactions
Touchpoints
Procedures
Systems
Source: HBR | A Framework for
Building...
4© 2016 EVANTAGE CONSULTING
DON’T JUST FIND
THE ISSUES
GET A FULL SUBSCRIPTION
5© 2016 EVANTAGE CONSULTING
Framework for Users and Design
MINDSET
MAKE A DIFFERENCE
ENVIRONMENT
THE CARDS ARE STACKED AGA...
6© 2016 EVANTAGE CONSULTING
CARING PROFESSIONS
What society
thinks I do
What I think I do What I actually doWhat clients t...
7© 2016 EVANTAGE CONSULTING
The Mindset
Triage. Focus on high-priority cases,
but don’t let anyone fall through the
cracks...
8© 2016 EVANTAGE CONSULTING
Try It Out
Find a partner and learn
about their MINDSET.
Sample questions
• What’s the first t...
9© 2016 EVANTAGE CONSULTING
The Environment
Frequent Interruptions. The phone
rings and the whole day changes.
Missing Puz...
10© 2016 EVANTAGE CONSULTING
Try It Out
Learn about your partner’s
ENVIRONMENT.
Sample questions
• How’d you learn how to ...
11© 2016 EVANTAGE CONSULTING
The Expectations
Care professionals enter notes as a
series of conversations, highlighting
ca...
12© 2016 EVANTAGE CONSULTING
Try It Out
Learn about your partner’s
EXPECTATIONS.
Sample questions
• Who is just before and...
13© 2016 EVANTAGE CONSULTING
DESIGN GUIDELINES
14© 2016 EVANTAGE CONSULTING
Design for the Caring Professions
1. Make it easy
to set priorities
When looking at the day a...
15© 2016 EVANTAGE CONSULTING
Design Guidelines
1. Make it easy to set priorities
2. Help the routine work go quickly
16© 2016 EVANTAGE CONSULTING
Design Guidelines
3. Allow for flexibility in the face of change
4. Simplify case noting and ...
17© 2016 EVANTAGE CONSULTING
Design Guidelines
5. Provide multiple ways to access info
7. Create a sense of accomplishment...
18© 2016 EVANTAGE CONSULTING
Takeaways
An “outside in”
approach to design
helps us develop a rich
empathy for our users.
A...
19© 2016 EVANTAGE CONSULTING
For More Information
Read the white paper -- Helping Those
Who Help Others: Design for the Ca...
20© 2016 EVANTAGE CONSULTING
Evantage Consulting
Evantage is a business consultancy
that helps organizations capitalize
on...
21© 2016 EVANTAGE CONSULTING
THANKS
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Design for the Caring Professions: TCUX Meetup April 11, 2016

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People working in roles in which they care for others (such as nurses, allied health professionals and social workers) have unique information management needs. Through an in-depth understanding of their environment, mental model, and work relationships we can design products that allow them to do their jobs effectively.
This case study in UX research and design will provide food for thought for anyone designing products or services for a highly-specialized audience and hopefully spur a lively discussion of methods and experiences.

Published in: Technology
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Design for the Caring Professions: TCUX Meetup April 11, 2016

  1. 1. 1© 2016 EVANTAGE CONSULTING Design for the Caring Professions KAT JAYNE EVANTAGE CONSULTING April, 2016
  2. 2. 2© 2016 EVANTAGE CONSULTING Kat Jayne Title: Senior UX Consultant Other titles: UXPA-MN Past President, Librarian, Mentor, Mom Evantage Consulting Evantage is a business consultancy that helps organizations capitalize on change and how they interact with customers. Introductions
  3. 3. 3© 2016 EVANTAGE CONSULTING Experiences Interactions Touchpoints Procedures Systems Source: HBR | A Framework for Building Customer Experiences Beginning “outside in” gives the customer a real seat at the table in designing the most effective experiences. Methods • Observations • Contextual inquiry • Wish fulfillment exercises • Co-creation workshops • Prototype feedback sessions Our customer-first, “outside-in” approach
  4. 4. 4© 2016 EVANTAGE CONSULTING DON’T JUST FIND THE ISSUES GET A FULL SUBSCRIPTION
  5. 5. 5© 2016 EVANTAGE CONSULTING Framework for Users and Design MINDSET MAKE A DIFFERENCE ENVIRONMENT THE CARDS ARE STACKED AGAINST YOU EXPECTATIONS ACCOUNTABLE TO MANY NEEDS
  6. 6. 6© 2016 EVANTAGE CONSULTING CARING PROFESSIONS What society thinks I do What I think I do What I actually doWhat clients think I do How management sees what I do What my boss thinks I do
  7. 7. 7© 2016 EVANTAGE CONSULTING The Mindset Triage. Focus on high-priority cases, but don’t let anyone fall through the cracks. Deadlines. Don’t drop the ball on routine stuff. Time Spent vs Impact. It’s not the number of seconds, it’s the outcome of the work. Chronology of Care. We’re just having one long conversation that twists and turns over time. Make a difference! FPO
  8. 8. 8© 2016 EVANTAGE CONSULTING Try It Out Find a partner and learn about their MINDSET. Sample questions • What’s the first thing you do each day when you get to work? What about second? Why? • What parts of work stick with you after you’ve gone home for the day? • Tell me about the last time you “pitched a perfect game.” 8© 2016 EVANTAGE CONSULTING
  9. 9. 9© 2016 EVANTAGE CONSULTING The Environment Frequent Interruptions. The phone rings and the whole day changes. Missing Puzzle Pieces. Information is spread across the care team and stored in disparate systems. Outdated Technology. Using ancient operating systems and browsers and lack control over technology choices. Ineffective Training. Formal training is too high-level, impractical, and a nuisance. On-the-job training is short-lived at best. The cards are stacked against you.
  10. 10. 10© 2016 EVANTAGE CONSULTING Try It Out Learn about your partner’s ENVIRONMENT. Sample questions • How’d you learn how to do your job? How did that work out for you? • If you could wave a magic wand and get rid of any work obstacle, what would it be? 10© 2016 EVANTAGE CONSULTING
  11. 11. 11© 2016 EVANTAGE CONSULTING The Expectations Care professionals enter notes as a series of conversations, highlighting care plans, client goals, and assessment results. Administrators want to easily monitor adherence to standards, get metrics such as cost/case. Higher authorities need high-level overviews and access to critical documents. Clients want progress reports written in lay terms. Accountable to many needs.
  12. 12. 12© 2016 EVANTAGE CONSULTING Try It Out Learn about your partner’s EXPECTATIONS. Sample questions • Who is just before and just after you in the information food chain? • How is your work measured? • How do others know how your work is going? 12© 2016 EVANTAGE CONSULTING
  13. 13. 13© 2016 EVANTAGE CONSULTING DESIGN GUIDELINES
  14. 14. 14© 2016 EVANTAGE CONSULTING Design for the Caring Professions 1. Make it easy to set priorities When looking at the day ahead, users should be able to see at a glance what are the most critical and urgent tasks. 2. Help the routine work go quickly Mundane tasks that don’t impact clients should be as efficient as possible so users can get back to more meaningful work. 3. Allow for flexibility in the face of change As unexpected client needs cause plans and priorities to shift, users should be able to quickly redesign their day. 4. Simplify case noting and assessments Documenting the myriad conversations that happen should be the easiest thing the user can do. 5. Provide multiple ways to access information Different users with different needs and mindsets should all be able to find information in ways that make sense. 6. Facilitate information sharing and case collaboration Users who are teaming up on a case should be able to use the application together and inform anyone else involved. 7. Create a sense of accomplishment At the end of the day, week, or month users should feel like they did a lot more than just “tread water.”
  15. 15. 15© 2016 EVANTAGE CONSULTING Design Guidelines 1. Make it easy to set priorities 2. Help the routine work go quickly
  16. 16. 16© 2016 EVANTAGE CONSULTING Design Guidelines 3. Allow for flexibility in the face of change 4. Simplify case noting and assessments
  17. 17. 17© 2016 EVANTAGE CONSULTING Design Guidelines 5. Provide multiple ways to access info 7. Create a sense of accomplishment 6. Facilitate sharing and collaboration
  18. 18. 18© 2016 EVANTAGE CONSULTING Takeaways An “outside in” approach to design helps us develop a rich empathy for our users. Applications for caring professionals should fit the user’s heroic mindset, their chaotic environment, and the myriad expectations they face. Design guidelines for this user group center around prioritization of work, simplicity of authoring, and flexibility of access. ✓ ✓
  19. 19. 19© 2016 EVANTAGE CONSULTING For More Information Read the white paper -- Helping Those Who Help Others: Design for the Caring Professions (available at: http://evantageconsulting.com/design- for-the-caring-professions.pdf ) Contact me -- @KatJayne or kjayne@evantageconsulting.com Contact Evantage -- 19© 2016 EVANTAGE CONSULTING 212 Third Avenue North, Suite 400 I Minneapolis, MN 55401 612.677.0640 I evantageconsulting.com
  20. 20. 20© 2016 EVANTAGE CONSULTING Evantage Consulting Evantage is a business consultancy that helps organizations capitalize on change and how they interact with customers. With a deep focus in healthcare and consumer industries since 1999, Evantage has a legacy of driving business outcomes through unrelenting customer focus, digital expertise, and operations know-how. Our clients engage us as proven partners in unraveling and solving strategic, customer experience, and operational challenges. Customer Experience Design + Delivery Strategic Advisory Services Operations Design + Delivery 20© 2016 EVANTAGE CONSULTING
  21. 21. 21© 2016 EVANTAGE CONSULTING THANKS

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