UX in Mobile Health

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Presented at UX Marathon 2010. The presentation provides an overview of mobile health trends, User experience design process and specific UX skills for designing mobile health solutions.

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  • Optimistic global market opportunity for mHealth
    Many more people own devices - 3.4 billion people (1/2 the planet)
    Health apps one the fastest growing segments in the app store
    Companies rushing to create a mobile presence
  • Optimism for internet based business
    GUI and point & click hyperlinks made it easy for the average user to use the internet
    Businesses wanted an internet presence
    Rush to get ‘click’ and ‘eyeballs’ and then find ways to make people pay
  • Information regarding health and health care
    A symptom checklist
    Pharmacy information
    Drugs information
    Blogs of physicians with specific topics
    A place to store personal medical information
  • Partnered with leading physicians and scientists
    Used a discussion forum format to get specific questions answers
    Provided answers in lay terminology
  • Meets customers where they are and at the point they are making decisions
    People carry it all the time - send/ receive timely information
    Personal – comfort in storing health information
    Personal – easy to use it as a self monitoring device
    Cheaper – more people can afford it
    Reach a lot more people – scalable solution
  • http://www.npr.org/templates/story/story.php?storyId=127081326
  • UX in Mobile Health

    1. UX Marathon OCTOBER 28, 2010 UXinMobileHealth Sheetal Dube sdube@evantageconsulting.com Designing for improving outcomes
    2. 2© 2009 EVANTAGE CONSULTING Introductions • My background and why mobile is so exciting • An overview of what we will cover today • Buzz in the industry • Mobile health context and how it is unique • Design process for UX in mobile health • Skills and tools for designing mobile health solutions • Looking ahead
    3. 3© 2009 EVANTAGE CONSULTING Key Definitions • User Experience – Includes ease-of-use to experiencing value • Healthcare – Involved the complete well being of an individual • Mobile – Cell phone, tablets, wireless devices
    4. 4© 2009 EVANTAGE CONSULTING The mobile healthcare industry
    5. 5© 2009 EVANTAGE CONSULTING is booming with new technology and ideas.
    6. 6© 2009 EVANTAGE CONSULTING The marketplace is evolving rapidly. Source: http://www.flickr.com/photos/blakespot/ 85% Americans have a cell phone 6000 Mobile health apps in the Apple store
    7. 7© 2009 EVANTAGE CONSULTING However the adoption is low. Source: http://www.pewinternet.org/Reports/2010/Mobile-Health-2010.aspx 17% Used a cell phone to look for health or medical information 9% Downloaded a mobile health application
    8. 8© 2009 EVANTAGE CONSULTING The outcomes are unknown. % who improved health?
    9. 9© 2009 EVANTAGE CONSULTING The industry trends are similar to the internet boom of 1990’s.
    10. 10© 2009 EVANTAGE CONSULTING Source: http://www.flickr.com/photos/gdsdigital/ But we probably don’t want to go there again.
    11. 11© 2009 EVANTAGE CONSULTING So what can we learn from the companies that survived.
    12. 12© 2009 EVANTAGE CONSULTING Helping people make more-informed health decisions
    13. 13© 2009 EVANTAGE CONSULTING Helping patients get answers from medical professionals
    14. 14© 2009 EVANTAGE CONSULTING # 1 Key learning Source: Flickr Identified customer needs and built product & services to meet those needs
    15. 15© 2009 EVANTAGE CONSULTING # 2 Key learning Source: Flickr Customers found value and used the product & services repeatedly.
    16. 16© 2009 EVANTAGE CONSULTING The Mobile Health Context
    17. 17© 2009 EVANTAGE CONSULTING Healthcare Consumer and Mobile Device characterizes • Being healthy is a basic need for all people • People have varied levels motivation to take care of their health • Compliance with a care plan has been a key issue in healthcare • Making individuals responsible for their health helps compliance • Mobile provides the value of anytime, anywhere healthcare • Mobile is a personal device that allows for high engagement • New devices are breaking past barriers like screen size and processing power
    18. 18© 2009 EVANTAGE CONSULTING Making individuals responsible for their health Jane’s – Aware to Engaged 1. Jane tracks health data – indicating she is aware of her heath information 2. She learns that coffee consumption impacts her blood pressure 3. She reduces her coffee consumption to keep her blood pressure under check – thereby engaging with her health
    19. 19© 2009 EVANTAGE CONSULTING Responsible Repeated use triggers behavior change – improved outcomes Concept for Designing Healthcare Solutions Mobile Health Solution Aware Gain information about their health Engaged Correlation between their actions and health condition
    20. 20© 2009 EVANTAGE CONSULTING UX in Mobile Health Responsible Repeated use triggers behavior change – improved outcomes Mobile Health Solution Aware Gain information about their health Engaged Correlation between her actions and health condition User Centered Design Process Research Design 1. Identifying customer needs 2. Designing to engage & motivate 3. Encouraging behavior change Key tasks for designing mobile health solution What are they trying to accomplish? What information, tactic will make them take an action? What strategy should be used to repeat positive actions and sustain new behavior?
    21. 21© 2009 EVANTAGE CONSULTING Skills Required #1. Identifying key customer needs #2. Designing to engage and motivate #3. Designing to encourage behavior change #4. Learning the tools for mobile prototyping #5. Staying updated with the industry trends
    22. 22© 2009 EVANTAGE CONSULTING #1 Identifying key customer needs (mobile context) Case Study: Extension of an existing solution • Client expressed interest in doing a mobile version of an existing patient website. • Assumption was that we already know the customer needs (existing website). • UX role emphasized the need to ‘reprioritize’ customer needs for the mobile context. • This helped create a more useful solution and differentiate from competitors.
    23. 23© 2009 EVANTAGE CONSULTING #1 Identifying key customer needs Case Study: New Product Category • The clients definition of the value proposition did not meet the customer expectations. • Focusing on customer needs helped redefine the target customer for the product. Sensor (Implantable device) Smartphone used to read sensor and track vital signs
    24. 24© 2009 EVANTAGE CONSULTING #1 Identifying key customer needs Key Benefit: • Helps to keep focused on customer needs within the mobile context When is this used: • Research and Design How is this done: • Understand the value proposition and how customers manage tasks today • Identify needs for the mobile environment Why is this important to mobile health: • Small screen size • Customers ‘on the go’ demands higher prioritization • Ensures that technology does not become the main focus
    25. 25© 2009 EVANTAGE CONSULTING Skills Required #1. Identifying key customer needs #2. Designing to engage and motivate #3. Designing to encourage behavior change #4. Learning the tools for mobile prototyping #5. Staying updated with the industry trends
    26. 26© 2009 EVANTAGE CONSULTING #2 Designing to engage and motivate Example 1: Nike + GPS Quotes from iTunes highlighting ‘engagement’ • Get the most out of every run – Track where you go and motivate to go further • Real time GPS feedback – motivates use • Message to challenge yourself and connect with community
    27. 27© 2009 EVANTAGE CONSULTING #2 Designing to engage and motivate Example 2: Mobile Therapy (manage stress of everyday life) • Drag a little red dot around that screen to indicate current mood. • Add energy levels, sleep patterns, activities, foods eaten and more. • The app offers "therapeutic exercises“ ranging from "breathing visualizations to progressive muscle relaxation”. • Everyone reduced stress level AND described new insights about their emotional variability. Dr. Margaret Morris, Intel
    28. 28© 2009 EVANTAGE CONSULTING #2 Designing to engage and motivate Key Benefit: • Encourages positive action to improve health When is this used: • Research & Design How is this done: • Learning about customers current behaviors, lifestyle & health needs • Identifying instances for engagement – feedback (real time) to encourage action Why is this important to mobile health: • Mobile device provides the best opportunity to engage people in their health
    29. 29© 2009 EVANTAGE CONSULTING Skills Required #1. Identifying key customer needs #2. Designing to engage and motivate #3. Designing to encourage behavior change #4. Learning the tools for mobile prototyping #5. Staying updated with the industry trends
    30. 30© 2009 EVANTAGE CONSULTING #3 Designing to encourage behavior change Example 1: Healthseeker on Facebook • Part of everyday life • Step by step guidance to improve health • Provides rewards for engagement • Uses social networks for reinforcing goals • Uses game theory for continued interest – increases game level and rewards with time Diabetes hands foundation, Joslin Diabetes Center Tactics used
    31. 31© 2009 EVANTAGE CONSULTING #3 Designing to encourage behavior change Example 2: Zamzee
    32. 32© 2009 EVANTAGE CONSULTING #3 Designing to encourage behavior change Example 3: Pedometer functionality on Smartphones •There’s a generation of 75-plus people who only use their mobile phones to call their kids and then they turn it off and put it back in their purse. • Smart services can add value when the phone isn’t being used - pedometer functionality is typically pre-installed on some smartphones that are sold to seniors in Japan. http://3gdoctor.wordpress.com/2010/02/18/ntt-docomo/
    33. 33© 2009 EVANTAGE CONSULTING #3 Designing to encourage behavior change Key Benefit: • Make people responsible for their health • Provide long term benefits to an individuals health When is this used: • Research & Design How is this done: • Learn about current lifestyle, health needs and the barriers to change • Learn from other behavior change projects – medication adherence via SMS • Test concepts for extended period of time with target customers – beyond traditional usability testing Why is this important to mobile health: • It could help tackle the biggest issue in healthcare
    34. 34© 2009 EVANTAGE CONSULTING #3 Designing to encourage behavior change
    35. 35© 2009 EVANTAGE CONSULTING Skills Required #1. Identifying key customer needs #2. Designing to engage and motivate #3. Designing to encourage behavior change #4. Learning the tools for mobile prototyping #5. Staying updated with the industry trends
    36. 36© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Prototyping • Variety of methods and tools Identify the purpose before creating the prototype • Sharing ideas within a small team • Discussing ideas with dispersed teams • Getting executive buy in • Demo at a conference or trade show • Getting feedback from customers • Communication tool with development
    37. 37© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Sketches Key Benefit: • Sharing ideas within a small team When is this used: • Research, Early Design Tools: • Paper, white board
    38. 38© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Wireframes Key Benefit: • Discuss detailed functionality • Defines navigation and work flow • Details the features and screens When is this used: • Design Tools: • Visio, Axure, Omigraffle Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Members Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM > > > > > Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Member Information Report Weight Heart rate Blood Pressure Battery Patient Information Clinic Information Write Note? > Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM > Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Members Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM > > > > > Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Member Information Report > Weight Heart rate Blood Pressure Battery Patient Information Clinic Information Write Note? > > Lastname Firstname Health condition information 11-Nov-2009, 11:18 PM Information Patient Information Weight Clinic Information Write Note? Date: 08-Oct-2007 15:42:57 Lastname Firstname Activity related to the health condition, heart rate, weight, Blood pressure 11-Nov-2009, 11:18 PM >
    39. 39© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Interactive - computer Key Benefit: • Helps demonstrates the application • Ideal for a group setting (conference, demo) When is this used: • Concept, Design Tools: • More information on later slides
    40. 40© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Interactive - phone Key Benefit: • Closest to getting the ‘real’ feel • Ideal for one-to-one feedback sessions When is this used: • Concept, Design Tools: • More information on later slides
    41. 41© 2009 EVANTAGE CONSULTING #4 Learning the tools for mobile prototyping Things to keep in mind while choosing am interactive tool • Ease of creating the prototype • Level of interactivity within the prototype • Ability to customize the design screens (color, fonts, images, icons) • Flexibility of creating prototypes iPhone, Android, BlackBerry, iPad • Ease of viewing the prototype on a Smartphone • Level of customer Support • Cost Tools to consider • Axure: High level of interactivity, testing prototypes is a workaround • MobiOne: Cloud based, especially for mobile, test as you develop • Photoshop + HTML editor: High visual impact, effective for concepts (few screens) • more… More information: http://userexperience.evantageconsulting.com/2010/07/mobile-prototyping-axure/
    42. 42© 2009 EVANTAGE CONSULTING Skills Required #1. Identifying key customer needs #2. Designing to engage and motivate #3. Designing to encourage behavior change #4. Learning the tools for mobile prototyping and testing #5. Staying updated with the industry trends
    43. 43© 2009 EVANTAGE CONSULTING #5 Key trends for mobile health Integration with medical devices: Asthmapolis The Spiroscout is small, portable GPS receiver to track your inhaler use. It attaches easily to most asthma inhalers. Sync with your computer, upload information to Asthmapolis. Record and review information on mobile phone. By aggregating reports from individuals with asthma, epidemiologists and public health researchers can now access the latest, objective data on asthma in their community. • Replaces daily pen and paper records • Automatically track time and location where you use your inhaler • Make use of day-to-day information on symptoms, triggers and medication use Launching in Fall 2010
    44. 44© 2009 EVANTAGE CONSULTING #5 Key trends for mobile health Unifying solutions: Nokia Wellness • New features include - automatically tracking steps • Integrating with scale and blood pressure devices • Setting goals and sharing data with community and healthcare professionals Current application Launching in Fall 2010
    45. 45© 2009 EVANTAGE CONSULTING #5 Key trends for mobile health Data visualization Patientslikeme Real time data of Amyotrophic lateral sclerosis (ALS) Patients on Lithium Your.flowingdata.com Track own health or biological data via twitter
    46. 46© 2009 EVANTAGE CONSULTING #5 Key trends for mobile health Patient Self Management Tools iTriage Healthcare in your hand. Diabetes Pilot Track food, medication, glucose, workout, notes in one application.
    47. 47© 2009 EVANTAGE CONSULTING #5 Key trends for mobile health Virtual Doctor Visits Apple Facetime Intel Health Guide Launched in 2008 http://www.cultofmac.com/docs-use-iphone- 4-facetime-for-medical-consultation/49881 Virtual doctor - patient visits to track symptoms for chronic conditions University of Arizona surgeon David G. Armstrong, connected via FaceTime to give with Los Angeles Surgeon Lee Rogers’ a look at a patient who had undergone foot reconstruction at the University’s Southern Arizona Limb Salvage Alliance (SALSA) • The need for virtual doctor visits will be met with applications like ‘Facetime’. (Telehealth gaining momentum, ‘Phone- doctor’ identified as a key mHealth sector bMcKinsey & Company)
    48. 48© 2009 EVANTAGE CONSULTING Looking Ahead • Benefits outweigh the current challenges • More solutions geared towards managing chronic conditions • Increased opportunities to combine UX with social science, psychology, and elements of game theory to drive behavior change. • Success stories within three years with new business models • Closer integration of health in everyday life
    49. 49© 2009 EVANTAGE CONSULTING Questions ? Sheetal Dube sdube@evantageconsulting.com Questions?

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