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UXDC 2017: From overwhelming to empowering

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Slide deck for UXDC 2017 workshop: From Overwhelming to Empowering: Design for Life-Defining Moments

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UXDC 2017: From overwhelming to empowering

  1. 1. FROM OVERWHELMING TO EMPOWERING: 
 DESIGN FOR LIFE-DEFINING MOMENTS Katherine Martinko & Terumi Hayden
 UXDC 2017
  2. 2. HEY THERE! 2
  3. 3. MYGETWELL Interactive healthcare programs for patients and dashboards for providers to track patient progress & wellbeing 3
  4. 4. COMMUNITY COMPARE Data analysis tool for providers to compare themselves to other GetWellNetwork clients 4
  5. 5. DECISION AID Health 2.0's CHCF Decision Aid Upgrade Challenge 5
  6. 6. A BILL YOU CAN UNDERSTAND Design & Innovation Challenge
  7. 7. HEALTHCARE + UX = “Health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity.”
  8. 8. HEALTHCARE ➤ Then
 doctor is always right, focus on treating symptoms, patients keep the same doctor for their life ➤ Now
 focus on quality of care & patient experience, treating the whole patient, patients change providers when they aren’t happy with the service 8
  9. 9. PATIENT ENGAGEMENT patients and providers working together to improve health
  10. 10. OUR OPPORTUNITY 10
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  29. 29. “In a series of experiments, they have demonstrated that people attach greater value to things they built than if the very same product was built by someone else. -NPR, “Why You Love That Ikea Table, Even If It's Crooked”
  30. 30. DESIGN PRINCIPLES FOR HEALTHCARE ➤ Design for multiple users in mind: patients, families, and providers. 
 ➤ Guide people. Use plain language. Be transparent.
 ➤ Empower people to define success on their terms.
 ➤ Build a community that fosters learning from shared experience.
  31. 31. EXERCISES IN EMPATHY ➤ Scenario 1: Choose a health insurance plan (1 hour) ➤ Experience map ➤ Share ➤ Scenario 2: Treating a new diagnosis 
 (1 hour) ➤ Experience map ➤ Share ➤ Pick an opportunity & prototype your idea (1 hour) ➤ Storyboard ➤ Share @BYMARIANDREW 35
  32. 32. AVI, 29 ➤ Starting her first full-time job
 ➤ Recently married to Chris, a chef
 ➤ Always chubby, but led an active lifestyle before starting her desk job
 ➤ Family history of cardiovascular disease and diabetes 36
  33. 33. CHRIS, 32 ➤ Avi’s husband
 ➤ A chef, he struggles to find time to exercise or cook healthy meals outside of work
 ➤ Unsure of how to best support his wife 37
  34. 34. DR. GLORIA WALKER, 48 ➤ Primary Care Physician
 ➤ Recently became the head of the practice after her partner retired
 ➤ Struggles to balance her caseload while still delivering the personal care she believes in 38
  35. 35. SCENARIO 1 Pick the best healthcare coverage 39
  36. 36. HEALTH INSURANCE IS EXPENSIVE, CONFUSING, AND VITAL ➤ 1/5 Americans spends more than $5,000 on healthcare in a given year.
 ➤ Choosing the right plan requires you to: ➤ Estimate what health services you’ll need in a given year ➤ Consider how well it will cover unexpected illness or accidents
 ➤ Your insurance influences not only what you pay for medical expenses, but also which providers you see. 40
  37. 37. STAGES OF CHOOSING A HEALTH INSURANCE PLAN ACTIVITIES What are they doing? 
 Who are they talking to? QUESTIONS What questions do they need answered 
 in order to move on to the next stage of the journey? THOUGHTS AND FEELINGS How are they feeling? 
 What’s frustrating and annoying?
 What brings joy? OPPORTUNITIES FOR IMPROVEMENT What problems can you identify?
 How could you start to improve this experience? 41
  38. 38. SCENARIO 2 Treating a new diagnosis 42
  39. 39. CONVERSATIONS AROUND MEDICAL DECISIONS ARE COMPLEX ➤ As many as 40% of patients struggle to adhere to their treatment plan because of misunderstanding, forgetting, or ignoring healthcare advice. ➤ Doctors have to communicate a lot of details when it comes to educating patients on medical decisions: what’s at stake, what options are available, and the cost/benefits of each. 
 ➤ Patients have to process the options, ask the right questions, and decide what fits their health goals and lifestyle. Then the hard work of actually following the treatment plan begins. 43
  40. 40. STAGES OF TREATING A NEW DIAGNOSIS ACTIVITIES What are they doing? 
 Who are they talking to? QUESTIONS What questions do they need answered 
 in order to move on to the next stage of the journey? THOUGHTS AND FEELINGS How are they feeling? 
 What’s frustrating and annoying?
 What brings joy? OPPORTUNITIES FOR IMPROVEMENT What problems can you identify?
 How could you start to improve this experience? 44
  41. 41. STORYBOARD A SOLUTION Pick you favorite opportunity from either scenario 45
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  43. 43. JOIN THE COMMUNITY, TAKE ACTION ➤ Catalyst @ Health 2.0 | @Catalyst_H20
 “Through our network of over 8,000 designers, developers, entrepreneurs and healthcare professionals we’ve been able to support the innovation initiatives of private, non-profit and government entities.” ➤ Mad*Pow | @MadPow
 “Mad*Pow is a design agency that strives to help people improve their health and wellness, meet their financial goals, learn, and connect. Annual health conference: @Hxrconf is happening June 20-21 2017 in Cambridge, MA” ➤ Doctor as Designer | @Joycelee
 “Joyce Lee, MD, MPH, Physician, Designer, Researcher Promoting a Maker Movement for Health” ➤ DC Dept of Health | @DOHDC
 “The mission of DOH is to promote and protect the health, safety and quality of life of residents, visitors and those doing business in the District of Columbia” ➤ Flip the Clinic | @FlipTheClinic
 “An open experiment to transform the patient-clinician experience. Join the movement. Flip the Clinic.” 47
  44. 44. THANK YOU @k_martinko @terumisu

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