All Together Now: Leveraging Participatory Design to Create Innovative and User-centered Health Care Solutions (presented at Healthcare Experience Refactored 2014)
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This workshop was presented at the Healthcare Experience Refactored conference by Susan Dybbs and Katie McCurdy. *** Dusty, unused PHRs. Complex EHRs out of line with clinicians’ workflows. Clearly many of our best attempts to improve healthcare with digital tools are failing. It’s not for a lack of time or money—it is because the design of these tools is not rooted in users’ needs, behaviors, preferences, or even ergonomics. Now is the time to bring the end user back into the design process. A Participatory Design session brings end users together to help them articulate their needs and generate solutions. When conducted throughout the design process, this method allows us to create delightful experiences that truly address user’s needs, mental models and context – and that they actually want to use. Susan and Katie will leverage their experience as User Experience Designers and Researchers to help you get acquainted with the theory and practice behind Participatory Design. By the end of this hands-on workshop, you’ll have a good understanding of participatory design techniques; you’ll understand when participatory design is useful, and you’ll have experienced this technique first-hand as a participant. Whether your end users are patients, healthcare professionals, or administrators, you’ll walk away with the basic skills to conduct your own Participatory Design workshops. This session is for anyone who wants to understand how to bring the end user’s voice into the design process.
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All Together Now: Leveraging Participatory Design to Create Innovative and User-centered Health Care Solutions (presented at Healthcare Experience Refactored 2014)
- 1. All Together Now Participatory Design Workshop • HXR 2014
- 2. Katie McCurdy User Experience Designer Consultant, E-patient @katiemccurdy Susan Dybbs Design Director CollectiveHealth @dybbsy
- 3. Tell us your name, what you do, why you’re here
- 4. AGENDA + What is Participatory Design, & how can I use it? + Exercise 1 + Break + Exercise 2 + ‘How to do it’ + Reflect
- 5. WHY WE’RE HERE Designing without our end users just doesn’t work.
- 7. WE WANT YOU TO WALK AWAY WITH: + Practical experience as a participant + Excitement about participatory design + Confidence to plan your own session
- 8. We want you to have fun!
- 9. WHAT Participatory design brings your end users into the design process, usually in a workshop format. Also called co- designing.
- 10. WHAT Can be used to help design digital or physical products…or services, workflows, systems, policies, etc.
- 11. WHY + Research emotionally charged subject matter + Uncover users needs and mental models
- 12. WHY Creative, hands-on process means you have amazing artifacts to refer to later
- 13. WHY Helps you find the real problems and make sure you’re designing the right thing
- 14. WHAT NOT Not about firing the designer and hiring users to design our products
- 15. IT’S ABOUT DESIGN OPPORTUNITIES Requirements, behaviors, roles, mental models, priorities
- 16. BUILDING EMPATHY Bringing the end user’s voice into our process, building deep empathy and collaboration
- 17. WHEN + Beginning of a project + Middle of a project
- 19. EXERCISE
- 20. E X E R C I S E 1 • 2 0 MI N U T E S Emotionally charged subject matter Fill out the questionnaire Using the materials provided, create a map of your ER experience 1 2
- 21. EXAMPLE
- 22. What was your ER experience like?
- 23. E X E R C I S E 1 • 2 0 MI N U T E S Distilling themes Take turns interviewing and taking notes (write one idea per sticky note) Cluster related sticky notes together 1 2
- 24. ON FACILITATING + Ask open-ended questions: + Why is that important? + How do you use that? + Could you say more about that? + Can you give me an example? + Understand why they’re doing things, and in what order
- 25. THIS IS GOOD FOR Understanding users’ experience and mental models THIS IS NOT GOOD FOR Prioritizing features
- 26. EXERCISE
- 27. E X E R C I S E 2 • 2 0 MI N U T E S Harnessing Expertise Fill out the questionnaire Using the materials provided, create a collage of your ideal waiting room 1 2
- 28. EXAMPLE
- 29. What is your ideal waiting room like?
- 30. THIS IS GOOD FOR Gathering information, hierarchy and experience needs THIS IS NOT GOOD FOR Creating a final design
- 31. Participatory Design: how to do it
- 32. There’s no perfect way
- 33. 1. UNDERSTAND YOUR GOALS + What information are you looking for? - Emotional, physical, task-based needs? - One point in time or spanning time?
- 34. 2. UNDERSTAND WHO SHOULD PARTICIPATE Photo credits: https://www.flickr.com/photos/nic/
- 35. 2. UNDERSTAND WHO SHOULD PARTICIPATE + Who has knowledge of the domain area? + What are their attributes? + Where can you find them? + Start a screener – 6 to 9 is usually a good number of people
- 36. 3. PICK EXERCISES + What activities will reveal the best insights? + Collage, timeline, etc? + How can participants play off each other? + How many people? + Plan pre-conditioning + Resources at katiemccurdy.com/participatory-design
- 37. 4. PLAN, PLAN, PLAN + Down-to-the-minute session plan + Be realistic with time + Be on top of recruiting
- 38. 5. PREP EXERCISE MATERIALS + ‘Just enough’ for personal expression + Fewer options helps people work faster + Cut-outs, stickers, tape, glue…?
- 39. 6. RESERVE A SPACE + Re-arrangeable is good + Walls to put up and review work + Casual
- 40. 7. COME UP WITH AN A/V PLAN + How will you capture the session? + Photos, video + (Something will go wrong-so plan for it)
- 41. 8. THINK ABOUT FOOD & DRINK + Festive atmosphere, keep energy up + How much should you get? What time should you order it? How will it arrive? + How messy is it?
- 42. 9. GET AN ASSISTANT + Help take notes, ask & answer questions, deal with A/V issues, etc.
- 43. 10. DO A DRY RUN + Helps you work out the kinks, make sure the session will go smoothly
- 44. 11. BE A CHECKLIST FREAK + Week before + Day before + Day-of
- 45. BE A CHECKLIST FREAK Leading up to session Get participant compensation together Prepare NDA and consent forms Make sure all exercise supplies are ready/printed/purchased Session plan is created, down to the minute Remind participants – by email or phone – the day before the session Make a list of everything you need to bring to the session Day-of Plan & order food, get napkins/kleenex Make signs/tell front desk person where to send people Test A/V Put out exercise materials, set up your space & seating arrangements Have your session plan handy, make sure you can see a clock
- 46. 12. ON FACILITATING + Ask open-ended questions: + Why is that important? + How do you use that? + Could you say more about that? + Can you give me an example? + Understand why they’re doing things, and in what order
- 47. 13. DISTILLING INSIGHTS + Review physical artifacts, watch session video; gather pithy comments & insights + See what themes arise + Include your team + How can you creatively communicate findings?
- 48. R E F L E C T • 5 MI N U T E S How can you bring it back? On a notecard: write down at least 1 way you can bring participatory design back to your work life Share 1 2
Editor's Notes
- And in healthcare, the consequences can be dire! When designing without a good understanding of your end user, you end up with products that aren’t usable, that don’t meet expectations, that don’t solve the right problems. Especially when we talk about designing for patients; oftentimes we are having discussions about patients and not with them. But what does that look like? What can we do; how can we bring patients into the design process?
- Participatory Design just one design research tool, all of which can be used to accomplish slightly different goals:- direct observation- contextual inquiry (shadow people, ask questions)- interviews
- Participatory Design
- Way of bringing your end users into the design process, usually in a workshop format. Also called co-designing. Has a basis in early scandanavian design methodologies. QUALITATIVE method.
- Beginning: For instance with particularly divided, or (having different view points) stakeholder. Using particpatory design on stake holders co create their aspirations for the product as well as representation of their hurdles not only helps to create a shared understanding but a shared vision which will be increasingly more important the product comes closer to market or launch date. Other complex situation might have to do with the subject matter or ones that are emotionally charged. for instance understanding how people came into debt, or the preparation on going to for cancer treatment Employing this tool during discovery allows participant to more easily express emotional, aspirational issues. It also gives the participants a chance to notice and articulate their latent feelings. Middle In the the case of the telemedicine system, I used participatory design later in the design process in order to encourage the surgeons articulate their decision making, as well as externalize qualities and attributes the system needed to obtain. Participatory design effective is not only effective for complex systems, but for complex situations. it can be leverage much earlier in the process for different purposes
- Preconditioning: An activity that gets participants thinking about the subject, or in the mindset. Examples: questionnaire, diary study, or directed story telling
- That’s ok, these are just tips. There’s no right or wrong or perfect way to do it. You will flail and learn from your mistakes. It’s ok! These are some guidelines to help you flail less.
- Best to give people items to manipulate instead of just asking them to draw on a blank piece of paper. Get them started with ‘seed pieces’ that relate to what you are trying to accomplish. there are some kits out there, but we created our own using icons and images from the web. we picked a bunch of images to get people started- risk is that you can limit people by the choices you make, but encourage them to think outside if they want.- how to help people manipulate and create artifacts? We used stickers. You can also use tape, post-its, putty, glue sticks - each of these has pros and cons. We used stickers - there’s a lot less work involved with cutting out elements or having participants cut out elements during the workshop. This saves time. Also, this isn’t necessarily a prototype where you need to move the parts around to simulate interactions - for that you might want to think about things like velcro or post-its or lightweight tape.