Julian Scaff explains why UX design is vital to the future of healthcare

1. Designing Empathy and Simplicity:
The Future of Healthcare
Sep 28, 2017

2. There are a lot of existing systems
that need UX design, but future tech
will need it even more, because…

3. The future of healthcare
is in the living room

4. CONFIDENTIAL & PROPRIETARY
Louise Hooker
“With unsustainable
pressure on hospital care
there has never been a
greater need to consider
other care models.”
Enterprise Europe Network Sector Lead Biomedical
and Life Sciences at Business West

5. A quick primer on user experience design

6. CONFIDENTIAL & PROPRIETARY
UX design is human-centered design
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7. CONFIDENTIAL & PROPRIETARY
The human centered design process
1. User Research - borrowing methods of ethnography and contextual inquiry
2. Strategy - analyzing desired outcomes and setting key performance indicators
3. Ideation - utilizing sideways thinking methodology to craft design hypotheses
4. User Testing - performing repeatable, measurable tests on real users
5. Iterative Design - repeating steps 3 through 5 multiple times, allowing for pivots
and improving fidelity at each stage
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8. CONFIDENTIAL & PROPRIETARY
Why UX design is vital in healthcare
• A user experience is present in any setting in which a human is interacting
with technology
• Increased complexity and the spread of medical care into different settings
requires more sophisticated design
• There are user experience issues and opportunities across all technologies
associated with the modern delivery of healthcare
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9. CONFIDENTIAL & PROPRIETARY
Designing for the
patient experience
• Patient health is a complex system
requiring design thinking and systems
thinking
• Designing for complex systems
requires deeper user research and
testing (than for consumer products)
• Must be able to map patient feelings in
the journey through the system to
reduce friction and increase flow

10. CONFIDENTIAL & PROPRIETARY
PATIENTJOURNEYMAP

11. CONFIDENTIAL & PROPRIETARY
Designing for healthcare professionals
• Technology systems for healthcare professionals has parallels with enterprise and
aerospace
• Two key challenges:
1. Balance between system control complexity and information comprehension
simplicity
2. Situational awareness— the perception of environmental elements and events,
the comprehension of their meaning, and the projection of their status after some
variable has changed
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Level 1:
Perceiving
critical factors in
the environment
Level 2:
Understanding
what the critical
factors mean
Level 3:
Understanding
what may
happen in the
near future
Design strategy

13. CONFIDENTIAL & PROPRIETARY
How to work with UX
designers
• When working with patients, the UX
designer plays the role of
anthropologist
• Close partnerships between UX
designers and healthcare professionals
• Engaging UX design early in the
process is critical

14. CONFIDENTIAL & PROPRIETARY
Future trends in healthcare
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Extended Reality Machine LearningAmbient Computing

15. Ambient Computing

16. CONFIDENTIAL & PROPRIETARY
IoT devices connected
to healthcare networks
• Connected smart devices can monitor
patient health and wirelessly transmit
data
• Voice and gesture interfaces allow
patients new ways to access
healthcare services
• As data becomes more cloud-based,
services become more location
agnostic
Wearable Sensor for Personal Monitoring and
Mobile Health by Avery Dennison

17. smart pills to remotely conduct exams

18. CONFIDENTIAL & PROPRIETARY
Voice controlled
interfaces to allow
access to healthcare
information

19. CONFIDENTIAL & PROPRIETARY
Better clinical care using VR
• Stress, anxiety, and often pain are a part
of the medical journey before, during
and after interventions and treatments
• Healthcare typically responds with
medication as a solution
• OnComfort offers a simple, effective,
non-pharmacological solution

20. Extended Reality

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Better medical teaching with XR
• A common pain point in teaching
medicine is making the transition from
2-dimensional books and images to the
3-dimensional human body
• XR (Extended Reality including VR, AR,
etc) can teach in 3-dimensions, making
the transition from books to bodies
more coherent

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Virtual doctor consultations
• Many doctors consultations can be
conducted remotely, saving time and
money as well as delivering medical
advice more quickly to patients
• How will these interactions be
designed?
• How will patients have trust?

25. CONFIDENTIAL & PROPRIETARY
USC's Leslie Saxon shows off medical applications of the VNTANA hologram.

26. AI and Machine Learning

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29. CONFIDENTIAL & PROPRIETARY

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32. Julian Scaff
Design Director, Interactivism
julian@interactivism.com
www.interactivism.com
@JulianScaff