The importance of interface design in Health IT.
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As people increasingly utilise easy to use, beautifully designed apps and services to manage their personal and professional lives, we see a huge opportunity to create efficiencies and reduce risk by improving the interface design of enterprise applications. Particularly in healthcare as we move towards more collaborative models of care delivery it is essential we start looking at improving the virtual environment for patients and providers.
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The importance of interface design in Health IT.
- 1. The importance of Interface Design in Health IT Why caring about the “look n feel” is just as important in the enterprise as the consumer space.
- 2. “I can’t use it and it looks horrible, but thats typical for a government website” A typical comment
- 3. If it doesn't look or feel right. Todays consumers will swipe or click away. 3 Consumer Choice
- 4. Clinical Health Applications Expenditure Profile 60% | Clinical Resources 25% | IT 13% | Administration 2% | Design
- 5. Quantified Health Growth in people capturing and managing their own personal health data.
- 6. Signing up for a PCEHR “The results were compelling. Each of our research sessions was an hour long. In that time, only two out of 10 people were able to sign up.” Navy Design CONSUMER STUDY SHOWS PCEHR TOO HARD TO SIGN UP FOR Pulse IT 7 Aug 2014
- 7. Consumer vs Enterprise image courtesy of :Clarice Technologies
- 8. “Its only for internal use, the staff don't care what it looks like” “We dont have the budget for fancy design, the money is allocated to the clinical expert panel. The GM’s daughter is studying graphic design at high school, she can pick a nice colour and font for it”
- 10. Problem Solving The HYBRID MODEL Whats the problem you are trying solve? What are the benefits of taking action and the risks of not doing so? Why is this a problem thats worth solving? How do we create a measurable improvement?
- 11. Challenges we face in Health IT
- 13. Why should you care?
- 17. Why should you care? The shift…. Consumers in the driving seat
- 18. Patients increasingly expecting to be part of their health journey m/ wp- con tent /upl oad s/2 013 /04/ Cle ver min d- iPa d- app Patient Blogs Ordering medicines online Rating Doctors mHealth apps and tools Creating Content Seeking alternative opinions
- 20. 20% 20%60% 0. 1.3 2.5 3.8 5. 6.3 2012 2013 2014 2015 2 0 % 2 5 % 1 0 % 2 0 % 1 4 % 1 2 % GUl 789 Patients Providers Application Interface Data
- 22. Good Not so good… Enterprise software interface examples
- 23. Just as the physical environment needs to be well maintained so as to ensure that an employee can b Royal Children's Hospital, Melbourne, Victoria, Australia
- 25. Heatmaps highlighting usability challenges in EHR’s Courtesy of Objective Digital Heatmap highlights long time spent selecting dosage for medication highlighting usability challenge with current interface design
- 26. Disruption in the Enterprise layer
- 28. Example only What about the Costs? How much is a bad interface costing you? Average Annual Salary $55,0000 35% loading $19,250 Total Annual costs $74,250 Average hours per week 35.6 Average hours per year 1,602 Data from Australian Nursing and Midwifery Accreditation Council (ANMAC) Cost per hour $46.35 6min 13sec 24min 52sec 2hrs 4min 93hrs 15min Current Time taken 2min 10sec 8min 40sec 43min 20 sec 32hrs 30 mins Proposed interface Time saved Potential saving per user $1,506.30 Potential organisation annual saving (n=850) $1,280,372.19 Year Task Time spent completing task Day Week Time spent during course of the day (4 x task) Time spent during course of the week Time spent during course of the yearYear
- 29. “Business representatives did a cost-benefit analysis for a new system and estimated that a well-designed GUI front end had an Internal Rate of Return of 32%. This was realized through a 35% reduction in training, a 30% reduction in supervisory time, and improved productivity, among other things.” (Dray & Karat, 1994)
- 31. Disruption in the Enterprise layer https://www.google.com.au/url?sa=i&rct =j&q=&esrc=s&source=images&cd=&ved= 0CAcQjRw&url=https%3A%2F%2Fwww.ic onfinder.com%2Ficons%2F97637%2Fandr oid_apple_call_cell_contact_mobile_pho ne_icon&ei=6Y8wVZD6OYblmAXEvIDIDg& bvm=bv.91071109,d.dGY&psig=AFQjCNFV tUCCEBXdzMmpmVwhXb8Vn7R3qA&ust= 1429332303770598 Cloud Social Mobile Personalisation rith% Big data
- 32. Can you afford NOT to care about interface design? ?
- 33. These problems are worth solving, these opportunities are worth exploring As we shift to the cloud can SaaS create cost savings and improve efficiencies and how do we tailor the interface to work within our environment? Does the benefit of efficiency improvements out weigh the cost of large scale change in training and adoption amongst our workforce when implementing an interface redesign? How do we minimise the risks of workarounds by utilising human centred design to improve the interface layer?
- 34. Texto del título Nivel de texto 1 Nivel de texto 2 Nivel de texto 3 Nivel de texto 4 Nivel de texto 5 34 An effective interface makes the system easier to use, increases use of the system, reduces training costs, and increases satisfaction of users. The more intuitive the user interface, the easier it is to use.
- 35. Get in Touch rdesain@flaxworks.com.au @rdesain Rachel de Sain CEO & Founder
Editor's Notes
- When budgets are tight, often the interface design or look and feel is considered to be a nice to have rather than an essential, this short presentations aims to highlight the increasing importance of interface design not only in the consumer space but enterprise as well.
- At Flaxworks we conduct usability tests as part of broader transformation and IMT projects for clients and we often here these types of sentiments about our government clients web services.
- In the consumer IT world its change or die, if someone cant navigate your site or app, or it looks “old and clunky” they’ll simply go somewhere else at the swipe of a finger or click of a mouse.
- It saddens me when i see really brilliant pieces of software developed by academics and clinicians that have spent 99% of their funding on the brains and practically nothing on the design. They end up either as a footnote in someones PHD thesis or languishing on universities server somewhere.
- With the mhealth and the quantified health explosion in the consumer space though we see people understanding that good design and in particular good interface design are an important part of a successful service. We are starting to see consumer health software delivering beautiful AND functional interface design.
- The report into the PCEHR talks about the need for a good interface and user experience. I was pretty astounded at the steps that had to be taken to set me up with my PCEHR and I was lucky, I had the legendary Dr Mukesh Haikerwal setting this up for me. If even he is getting frustrated with the user interface and user experience – you know there’s still work to be done.
- So while we are seeing good visual design improving in the consumer health space, the enterprise side is still al long way behind,
- Generally design is not seen as having much value for systems that aren't for consumers. And while I wholeheartedly agree that a solution has to be clinically safe and adhere to best practice. I hope by the end of my talk you’ll start to see the importance and value of good design in the enterprise as well as the consumer space.
- As HP says there a convergence of consumer and enterprise software, and I believe in health as we move more towards collaborative and partnership models of care this will become increasingly important.
- At Flaxworks we are all about outcomes and as strategic advisors or Problem solvers, we start first by asking “what’s the problem we are trying to solve? Who does it impact and can we create a measurable improvement by taking action.
- What problems are we seeing in the Health IT space that could be solved by prioritising the interface design? And are these worth investing in?
- The consumerisation of IT is a growing conversation topic, I, however its generally referred to with things like Security, mobile enabled workforce and BYOD, bring your own device. But the value of design, in particular the interface design appears to be non existent.
- But why should you care, and why is this going to become an increasing and costly headache for your organization if you don’t.
- From your patients perspective, they are increasingly utilizing technology to self manage many areas of their life, and the consumer success stories like Air Bnb
- uber
- and payment platforms like this great new service from NZ, Semble
- This shift to self authorship, self management has or is occurring in most industry and from an economic perspective having patients take more responsibility and self management makes a lot of sense. We’re supporting a range of clients in the government sector to understand how they can utilise this shift in consumer behaviour to deliver new tools and services that improve efficiencies, be it account/profile management, online lodgements, case management or pre-appointment triage and data gathering, there’s a lot of opportunity to use this shift to improve outcomes and solve problems in the public sector space.
- We all know that lifestyle choices make a profound impact to your overall health, mental and physical and the boom in quantified health tools and apps is I believe, a great thing for improving the overall health outcomes of the nation. Clearly you need the motivation and behavioural change tools to actually use them, but its a start and a good one. With these tools, patients are now expecting, some might even say demanding a seat at the table and to play a bigger role in their and their loved ones care
- Coordinated care planning particularly with chronic diseases such as diabetes and heart disease, mean the conversation that typically took place only verbally and in person will now continue over multiple technologies, meaning patients and providers will interact with the same systems to manage their health and those conversations becomes more of a journey across multiple platforms and interaction methods. For example, I might use an app to monitor my anxiety, recording notes about triggers and accessing breathing exercises, music etc to support me in those panic attacks. This data along with my biofeedback like heart rate/temperature, can then be sent to the system that both me and my Practitioner can review and use to help me manage and improve my condition.
- It becomes increasingly important we ensure the enterprise software solutions can not only work with these consumer devices but to support a coordinated care workflow they must have interfaces that both patients and providers can interact easily with. How many of you have paid a bill on your mobile? Entered a concert or event via a QR code scanned on your phone? This simplicity of user experience across platforms is becoming the norm. Its not only patients getting used to well designed applications in the consumer world, its everyone.
- There isn't any difference between internal products and products for customers because everything is used by real people.
- The user experience is of utmost importance, in all types of applications. If the interface is outdated and not easy to use, then the user is bound to get fed up. This leads to lack of motivation, which will in turn affect the employee’s performance negatively. IT help-desk calls continue, and employee engagement is at risk. Nowadays we have got used to enticing layouts and easy-to-use interfaces. So, if one goes to work and ends up facing an out dated interface, in monotone grey, with complicated menus and layouts that require you to squint at the screen and ensure you place your mouse “just right” in case you pick the wrong thing. Surely your staff will feel discouraged. After all, nobody likes to work in such conditions.
- Just as the physical environment needs to be well maintained so as to ensure that an employee can be at their most productive, the virtual environment needs to be given due importance as well. And we see wonderful work such as the recently redesigned Royal Childerns hospital in Melbourne that understands and i believe delivers on a beautiful safe and effective environment for both patients and health care providers, We know the physical environment affects health outcomes. How long will it be till we start to see the same level of care taken for the virtual environment of the systems and software the staff have to interact with to deliver that care?
- How many of you have seen people frustrated at being unable to enter data effectively into a system or being asked to reenter information or input so called “useless” data. Screens and screens of information that are impossible to navigate let alone search with any meaningful terminology.
- Lets look at these Heatmaps, This is a toll used in usability testing where you to capture the gazeplot and eye movement of people interacting with software and we can see where there are usability challenges. From this one we can see that people had to spend a tremendous amount of time look at the dosage and information. For something as critical as selecting the right dosage for a patients medication surely the value of a simple, safe, effective user interface is clear?
- The availability of Web-based apps has empowered the average employee to work around IT and find his or her own solutions, whether that's good for the enterprise or not. This presents a problem for IT departments, which need workers to use approved software that is in line with company security and information policies, so they can avoid data leakage and compliance violations.
- Often as we see people get frustrated with a system that was built by engineers, not end users we see people create workarounds to make the system fit their needs and more often than not this creates undue and some might say unacceptable risk and costs in your clinical workflows.
- and what about the costs as we are increasingly being asked to do more with less. Lets take an average nurse - their salary with loading/on costs and you get about $46 per hour cost to the organisation. If we look at a simple interaction say changing the dosage for a particular medicine. It may take 6minutes to complete this using the current interface which as you extrapolate that over the year, works out at a significant portion of time. If we then say Ok, lets improve the interface and make it more usable. Those 2mins might not seem like much but over a year - thats about $1,500 savings just for one employee - and over a typical organisation thats 1.2million - and thats for one task.
- This is not rocket science and is well known, many organisations have seen the benefit of a well designed interface not only in productivity but reduction in training costs and other things. So given we have all evidence Why is interface design not seen as a priority in the enterprise Health IT space?
- In a typical enterprise setting, the opinions of the end users aren't awfully important, and they aren't the ones buying the software. Their managers appraise and buy the product, generally from a procurement mandated feature comparison rather than a workflow alignment model. And the users are pretty much stuck with it. They can't say "we don't like it so we'll go over to a competing product".
- Some executives will think that they can cut a corner here & there on design of internal products, Remember – it’s only for staff! And as we saw before a minute lost here and a minute lost there as a result of a poorly-designed software workflow will add up to hours/days/weeks/months of lost productivity over the long term, which means higher cost than an extra day or even an extra week of development. And have any of you been involved in trying to retrofit a system architecture to accommodate user needs post build phase? Its a pretty messy, frustrating and costly experience.
- If you’re managing the purchase, build or redesign of a health IT solution, be it enterprise or consumer you need to question whether you can afford NOT to care about the interface design.
- There are some really interesting opportunities worth exploring, worth taking the time to understand the value of improving the interface design could generate for your organisation, be it improving engagement, reducing operational overheads like training or simply creating more efficiencies in the workflow.
- Be it an enterprise or consumer. Existing or new piece of software if a human is interacting with it, it will benefit your organisation to take the time to understand the user needs and deliver a functional AND beautiful interface.
- Thank you for your time, and please feel free to get in touch if you wish to discuss further.