Delight 2013 | Experience Design in Healthcare

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James Oliver Senior from Mayo Clinic shares insight on delivering delightful patient experiences at Delight 2013. Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Experience Design in Healthcare
James Senior
Sr. User Experience Designer, Global Business
Mayo Clinic
Conﬁdential Material. Please treat the business documents, strategies, and supporting information in this presentation as conﬁdential information.

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
The needs of the
patient come ﬁrst

Drs. Will & Charlie Mayo 1860s

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Inside Mayo Clinic

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Delight in Healthcare
OED: Pleasure, joy or gratiﬁcation felt in a high
degree. To give great pleasure of enjoyment. To
please highly.

Healthcare: Relief from Pain or Suffering. Being
Witnessed. Hope!

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
User Journeys

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
HEALTH
CONCERN
SELF DIAGNOSIS
SELF TREATMENT
TRIAL-AND-ERROR LOOP
SECOND OPINION LOOP
SEEKING DIAGNOSIS DIAGNOSIS SEEKING
TREATMENT
DECISION:
WHERE SHOULD I GO
FOR DIAGNOSIS?
DECISION:
WHICH TREATMENT
AND WHERE SHOULD
I GET IT?
TREATMENT
ONGOING
MANAGEMENT
DECISION:
DO I NEED TO SEEK
PROFESSIONAL HELP?
ADDITIONAL TREATMENT LOOP
PERSONAL HEALTH CARE EXPERIENCE MAP v1.0

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
DIAGNOSIS SEEKING
TREATMENT
DECISION:
WHICH TREATMENT
AND WHERE SHOULD
I GET IT?
TREATMENT
ONGOING
MANAGEMENT
ADDITIONAL TREATMENT LOOP

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Behavior Mapping

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Experience Design
Empathize with the users "
and the right design will emerge

On a multi-disciplinary team, "
Experience Designers advocate for users

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Multi-User Design

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Mobile Wellness

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
The Wellness Market
500 cos making tracking tools (+35% 2012)
~13,000 health and ﬁtness apps are available
21% track their health use technology

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Delight and Wellness
Data Collection
& Aggregation
Behavioral Science
Medical Expertise
Ongoing Support
Coaches & Friends
+
+

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Review
User Journeys
Behavior Mapping
Multi-User Design
Mobile Wellness

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
Good design is easier
than you think!

Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013.
@jamessenior"
Thank-you"

James Senior
Global Business, Mayo Clinic

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Understanding User Needs and Satisfying Them

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https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs. In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs. Industry expert Scott Sehlhorst will: • Introduce a taxonomy for user goals with real world examples • Present the Onion Diagram, a tool for contextualizing task-level goals • Illustrate how customer journey maps capture activity-level and task-level goals • Demonstrate the best approach to selection and prioritization of user-goals to address • Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs

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Delight 2013 | Experience Design in Healthcare

1. Experience Design in Healthcare. Confidential © Mayo Clinic 2013. Experience Design in Healthcare James Senior Sr. User Experience Designer, Global Business Mayo Clinic Confidential Material. Please treat the business documents, strategies, and supporting information in this presentation as confidential information.

3. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. The needs of the patient come ﬁrst Drs. Will & Charlie Mayo 1860s

6. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. Delight in Healthcare OED: Pleasure, joy or gratiﬁcation felt in a high degree. To give great pleasure of enjoyment. To please highly. Healthcare: Relief from Pain or Suffering. Being Witnessed. Hope!

8. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. HEALTH CONCERN SELF DIAGNOSIS SELF TREATMENT TRIAL-AND-ERROR LOOP SECOND OPINION LOOP SEEKING DIAGNOSIS DIAGNOSIS SEEKING TREATMENT DECISION: WHERE SHOULD I GO FOR DIAGNOSIS? DECISION: WHICH TREATMENT AND WHERE SHOULD I GET IT? TREATMENT ONGOING MANAGEMENT DECISION: DO I NEED TO SEEK PROFESSIONAL HELP? ADDITIONAL TREATMENT LOOP PERSONAL HEALTH CARE EXPERIENCE MAP v1.0

9. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. DIAGNOSIS SEEKING TREATMENT DECISION: WHICH TREATMENT AND WHERE SHOULD I GET IT? TREATMENT ONGOING MANAGEMENT ADDITIONAL TREATMENT LOOP

15. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. Experience Design Empathize with the users " and the right design will emerge On a multi-disciplinary team, " Experience Designers advocate for users

45. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. The Wellness Market 500 cos making tracking tools (+35% 2012) ~13,000 health and ﬁtness apps are available 21% track their health use technology

46. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. Delight and Wellness Data Collection & Aggregation Behavioral Science Medical Expertise Ongoing Support Coaches & Friends + +

47. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. Review User Journeys Behavior Mapping Multi-User Design Mobile Wellness

49. Experience Design in Healthcare. Conﬁdential © Mayo Clinic 2013. @jamessenior" Thank-you" James Senior Global Business, Mayo Clinic

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