The document discusses research and design methods in healthcare. It begins by outlining the challenges of designing for healthcare due to its complex nature with many coordinated parts. It then discusses different research methods like usability testing, interviews, and ethnography to understand users and inform design. Journey mapping is presented as a way to synthesize research into narratives of user experiences over time. The document advocates for design studios with cross-functional teams to quickly generate, discuss, and refine ideas through an iterative process of sketching, presenting, and critiquing concepts. This helps build consensus around solutions.

1. RESEARCH AND DESIGN METHODS
IN HEALTHCARE
Michael Hawley
Megan Grocki
Adam Connor
@madpow

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THE CHALLENGE

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Observe /
Evaluate
Synthesize
Create /
Refine

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OBSERVE/EVALUATE: USER RESEARCH
TESTING &
VALIDATION
• Usability Testing, Desirability Testing
• Identifies user experience
considerations and guides design
FOUNDATIONAL &
INSPIRATIONAL
• Ethnography, Contextual Inquiry,
Interviewing
• Informs overall design direction
and aligns teams

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• Applies to many stages of design lifecycle
• Informs product roadmap
• Generates actionable feedback
• Builds awareness of user-centered approach
USABILITY TESTING & VALIDATION
Structured analyses for uncovering user experience considerations.

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FOUNDATIONAL RESEARCH
We have
market
research
I know this
market pretty
well
We’ve just got to
get this thing out
the door
You’re the
designer, just
make it look
good
Steve Jobs didn’t
do research, did
he?

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Why Research? Design is Decision Making
Copy Trends
Experiment, Learn and
Adjust
Intuition or Preferences
Informed by Research

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FOUNDATIONAL RESEARCH
“There is surely nothing quite so useless as
doing with great efficiency that which should not
be done at all.”
- Peter Drucker

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• Layers of coordination for care, billing,
compliancy, privacy
• Best of intentions to develop an app or
product may prove ineffective when
considering entirety of experience
RESEARCH IN HEALTHCARE
Complexities and interconnectedness challenge designers.

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STEP 1: WHAT QUESTION ARE YOU ANSWERING?
Concept BusinessTask/
Workflow
UsabilityUser

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Step 2: WHAT METHOD TO USE?
http://www.useit.com/alertbox/user-research-methods.html

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RESEARCH OUTPUT
Personas and
Motivations
Scenarios &
Stories
Design
Principles

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Observe /
Evaluate
Synthesize
Create /
Refine

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ICE BREAKING
SYNTHESIZE: JOURNEY MODELS
ê Personas include a narrative, but
sometimes we need more detail than
a snapshot can show
ê Journey models help us write a
narrative or illustrate a visual story of
interactions and relationships

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ICE BREAKING
BRINGING THE AUDIENCE TO LIFE
ê It’s not just about a couple of interactions or
opportunities, it’s about the big picture, over
the course of time
ê It’s easy to get lost in data and
demographics, but don’t forget about the
“soft” elements
ê See the whole story, not just one key
glamour shot
span numerous channels.

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ICE BREAKING
OUTSIDE –IN, NOT INSIDE OUT

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
WHAT IS A JOURNEY MODEL?

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ICE BREAKING
Source: Andrea Resmini & Dan Willis
ê How it could be
(happy path)
ê How it really is
(more realistic path)
POTENTIAL VS. REALITY

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ICE BREAKING
HOW ARE JOURNEY MODELS USED?
ê Create strategic vision prior to
detailed design
ê Build consensus with stakeholders,
showing opportunities across the
ecosystem
ê Identify key interactions to
prototype and test

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ICE BREAKING
HOW DO YOU MAKE A JOURNEY MODEL?
ê Identify the patients or users
ê Craft realistic scenarios
ê Develop the best template type
ê Review research & fill gaps
ê Create the journey map or model
ê Share and iterate (ongoing)
ê Don’t forget to use them!

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ICE BREAKINGWHAT DO YOU INCLUDE IN A JOURNEY?
ê Goals
ê Timeline
ê Emotions
ê Touch Points
ê Actions
ê Opportunities
ê Perceptions
ê Motives
ê Expectations
ê Audio
ê Video

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ICE BREAKING
TELLING THE STORY AND KEEPING THE JOURNEY ALIVE
ê Shout from the rooftops!
ê Display prominently in work areas
ê Invite the personas and their journey
models to meetings
ê When new research is done, update the
journey model

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Observe /
Evaluate
Synthesize
Create /
Refine

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Solution
Solution
Solution
Solution
Solution
Solution
Solution
Solution
Solution

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ê Getting agreement on which concepts to refine, eliminate, and
eventually which to choose, can take a very long time.
ê Never enough time and money to fully flesh out and evaluate
every idea with users.
ê As projects progress, new requirements and constraints often
emerge.
ê Late involvement from key stakeholders can disrupt flow and
restart “What if…” thinking. aka: Swoop-n-poop
CHALLENGES…

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Design Studio = +
Solution
Solution
Solution
Solution
Solution Solution
Solution
Solution
Solution
Observe /
Evaluate
Synthesize
Create /
Refine

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Sketch Present Critique 

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Sketch Present Critique 

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Sketch Present Critique 

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Sketch Present Critique 

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ê Cross functional representation
ê Include Key Stakeholders!
ê 6-20 people
ê Participants are divided into balanced teams of 3-6 people.
WHO’S INVITED?

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http://www.john.do/blog/wp-content/uploads/2010/08/mouse-trap-1.jpg
ê Personas
ê Scenarios
ê Design Principles
ê Business Goals
ê Materials: a timer, paper, black
markers, tape, red & green pens,
butcher paper
THE SETUP
FOUNDATION AND MATERIALS

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ê Each group is assigned a scenario and corresponding scenario.
ê Groups may work on the same or different scenarios and personas
based on the goals and time constraints of the workshop.
ê For each scenario groups will sketch, present, critique and refine their
design ideas over the course of 3 rounds.
STARTING THE ACTIVITY

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Rectangle Ellipse
Triangle Wavy Line

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WHAT HAPPENS
Individuals sketch 1 idea
in 5-8 minutes based on
ideas and critique shared
in the previous charrette.
WHY
Allow individuals to form
their own conclusions on
the strongest ideas.
1 2 WHAT HAPPENS
Teams collaboratively
sketch 1 idea for 20-25
minutes based on the
previous 2 charrettes.
WHY
Understand how groups
compromise and where
consensus has surfaced.
3
3 ROUNDS (CHARRETTES)
WHAT HAPPENS
Individuals sketch as
many ideas as they can
come up with in 5-8
minutes.
WHY
Generate as many ideas
as possible without time
for over-analyzing.

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ê Analyze ideas against the personas, scenarios, goals and
principles that frame the project.
ê Collectively identify which ideas are most important in creating an
effective design.
ê Avoid group-think, design-by-committee and preferential based
decision making.
CRITIQUE HELPS PARTICIPANTS TO…

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THE AFTERMATH
http://www.youtube.com/watch?feature=player_embedded&v=bPNyK7XTy6o
ê Identify and discuss common
themes, patterns and
components.
ê Document and open questions
and assumptions.
ê Collect all of the sketches.
ê Regroup the design team to
consolidate into one core concept.

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FROM SKETCH TO FINAL DESIGN

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ê Good ideas can come from anywhere. With Design Studio we get
more of them.
ê It helps build a shared understanding of the problem space and
different perspectives individual team members have of it.
ê It surfaces key considerations and requirements early in the
design process.
ê It speeds up the design timeline in a project by building consensus
faster than the traditional process.
ê Builds a shared sense of ownership and collaboration in the
creation of the solution.
DESIGN STUDIO BENEFITS…

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Observe /
Evaluate
Synthesize
Create /
Refine

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THANK YOU
Megan Grocki
Experience Design Director
@megangrocki
Michael Hawley
Chief Design Officer
@hawleymichael
Adam Connor
Experience Design Director
@adamconnor