Ready access to information is great. But many times there is confusing information, too much data, or too many options to make sense of. People can easily become frustrated or disengage if they can’t connect with the content presented to them. Nowhere is this more true than the healthcare space, where everything from personal health management charts to health insurance options-- the things that should put people at ease-- are the most overwhelming. More to the point, it isn’t enough to simply help people understand information; if we want real behavior change, people must be emotionally engaged by the information presented to them. In this session, Speaker Stephen P. Anderson will share several examples of how we can take forms, lists and other kinds of information-- in paper or digital formats-- and redesign them to help people make informed choices and connect emotionally with the information being presented.

1. @stephenanderson
#hxdconf
Stephen P. Anderson

2. Stephen P. Product
Strategy
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Anderson

3. Stephen P. Product
Strategy
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Deonsisuglting
C
Anderson

4. Stephen P. Product
Strategy
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Deonsisuglting
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Anderson

5. Information is cheap.
Understanding is expensive.
–Karl Fast, at the 2012 IA Summit

6. ?an easier way
Is there
to unde rstand health
in surance plans?

7. ?his page help
Does t
m e decide which
camera to buy?

8. Which
?glf i ht
sho uld I choose?

9. Can you make it e asier to spot
? the patterns in the data?

10. THERE’S SOMET HING MISSING FROM ALL OF THESE...

11. THERE’S SOMET HING MISSING FROM ALL OF THESE...
RELATIONSHIPS!
INCLUDING PROCESSES, PROPORTIONS & CHANGES OVER
TIME

12. • Buying a house • Tracking sales leads
• Managing stocks • Making sense of you phone bill
• Choosing a school • Playing the “rewards points”
game w/ Hotels/Airlines, &
• Buying a car Credit Cards
• Choosing a health care plan • Deciding where to get your
• Maintaining a healthy diet news
• Understanding and managing a • Deciding what to pay
chronic illness attention to
• Figuring out what to do with • Understanding legal
your 401(k) agreements
• Planning a vacation • Deciding which apps to buy
• Tracking orders across • …and so on!
vendors

13. • Buying a house • Tracking sales leads
• Managing stocks • Making sense of you phone bill
• Choosing a school • Playing the “rewards points”
game w/ Hotels/Airlines, &
• Buying a car Credit Cards
• Choosing a health care plan • Deciding where to get your
• Maintaining a healthy diet news
• Understanding and managing a • Deciding what to pay
chronic illness attention to
• Figuring out what to do with • Understanding legal
your 401(k) agreements
• Planning a vacation • Deciding which apps to buy
• Tracking orders across • …and so on!
vendors

14. useful & engaging ways to
present information

15. Which camera
should I buy,
and why?

16. Which camera
should I buy,
and why?

19. !!!
Dang!
Whew!
Good
Fun Toy

22. What are the
differences?
Help me make
sense of my
options!

23. AN EXE RCISE!
E THINGS YOU IENTS/
Q|
LIST SOM
(OR YOUR C USTOMERS/CL
PATIENTS) FIND CONFUSING

24. AN EXE RCISE!
E THINGS YOU IENTS/
Q|
LIST SOM
(OR YOUR C USTOMERS/CL
PATIENTS) FIND CONFUSING
• My AT&T phone bill
• The world of artisan cheese
s
• IP addresses, domain names,
hosting, email, URLs/U
RIs, etc.
• Playing the “rewards points”
game
w/ Hotels, Airlines Cr
edit Cards
• Understanding international shipping
options across carriers
• YOUR TURN!

25. A tip for spotting opportunities…

26. THERE’S SOMET HING MISSING FROM ALL OF THESE...
RELATIONSHIPS!
INCLUDING PROCESSES, PROPORTIONS & CHANGES OVER
TIME

29. T he Villains:
lists
spreadsheets
grid views

30. T he Villains:
lists
spreadsheets
grid views
dashboards

31. T he Villains:
Guilty of...?
spreadsheets
lists Failure to aid
dashboards in making sense
grid views of compley
information!

32. An e-commerce example:
Search Engine Product
Homepage
Results Page Details Page

33. An e-commerce example:
Search Engine Product
Homepage
Results Page Details Page

34. An e-commerce example:
Search Engine Product
Homepage
Results Page Details Page

35. An e-commerce example:
Search Engine Product
Homepage
Results Page Details Page

36. An e-commerce example:
Search Engine Product
Homepage
Results Page Details Page

37. Which camera
should I buy,
and why?

38. WHAT’S NOT IMPORTANT!

39. WHAT’S NOT IMPORTANT!

40. WHAT IS IMPORTANT!

41. WHAT IS IMPORTANT!
the reviews on amazon.com

42. WHAT IS IMPORTANT!
the reviews on amazon.com
pricing (as an indicator of quality)

43. WHAT IS IMPORTANT!
the reviews on amazon.com
pricing (as an indicator of quality)
in-depth review from
placeslike dpreview.com

44. WHAT IS IMPORTANT!
the reviews on amazon.com
pricing (as an indicator of quality)
in-depth review from
placeslike dpreview.com
actual photos taken
with camera

45. WHAT IS IMPORTANT!
the reviews on amazon.com
pricing (as an indicator of quality)
in-depth review from
placeslike dpreview.com
actual photos taken
with camera
search results, just t0
see what comes up

46. cameras older than ‘x’ years!
http://amazon.com

48. INSPIRATION!

49. http://
dpreview.com

50. http://viewzi.com

51. http://
labs.digg.com

52. http://songza.com

54. Results
arranged on a
timeline
OLDER NEWEST

55. POPULARITY zon sales ranking)
(from Flickr and Ama

56. Customermazon)
mA
Reviews
(fro

57. Customermazon)
mA
Reviews
(fro

58. (Hover state)
PRICING
PHOTOS
SPECS
REVIEWS

59. (Photos taken
PRICING
with this camera
PHOTOS
SPECS
OT
OT
OT
OT
OT
OTO
OTO
from Flickr)
REVIEWS
View more on Flickr

60. etc.
CI
PRICING
PHOTOS
SPECS
REVIEWS

62. useful & engaging ways to
present information

63. useful & engaging ways to
present information
Interesting, but…
Isn’t this the healthcare
experience design
conference?

70. I di id l

71. Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

72. The Blue Sky of Benefits
Finally, something good!
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

73. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing
prescription medications.
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

74. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing
prescription medications.
Office Visits
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

75. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing
prescription medications.
$10/ $45 / $55
$10/ $35 / $45
Office Visits Prescriptions
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

76. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing 100%
prescription medications.
90/10
$10/ $45 / $55 80/20
$10/ $35 / $45 Emergencies and
Specialists
Office Visits Prescriptions Gabe-endo, Elijah’s oral surgery, Erin’s wrist,
chiropractor, x-rays
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
I di id l

77. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing 100%
prescription medications.
90/10
$10/ $45 / $55 80/20
$10/ $35 / $45 Emergencies and
Specialists
Office Visits Prescriptions Gabe-endo, Elijah’s oral surgery, Erin’s wrist,
chiropractor, x-rays
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
Family
Deductible
I di id l

78. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing 100%
prescription medications.
90/10
$10/ $45 / $55 80/20
$10/ $35 / $45 Emergencies and
Specialists
Office Visits Prescriptions Gabe-endo, Elijah’s oral surgery, Erin’s wrist,
chiropractor, x-rays
Individual
Deductible
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
Family
Deductible
I di id l

79. The Blue Sky of Benefits
Finally, something good! Co-insurance
This is usually a percentage amount that is the
Co-payments insured's responsibility. A common co-insurance
split is 80/20. This means that the insurance
The co-payment is a fixed amount that company will pay 80% of the procedure and the
the insured is required to pay at the time insured is required to pay the other 20%.
of service. It is usually required for
basic doctor visits and when purchasing 100%
prescription medications.
90/10
$10/ $45 / $55 80/20
$10/ $35 / $45 Emergencies and
Specialists
Office Visits Prescriptions Gabe-endo, Elijah’s oral surgery, Erin’s wrist,
chiropractor, x-rays
Pharmaceutical
Deductible
$250/pp ?
Individual
Deductible
Drowning in a Sea of Deductibles
amount of money that the insured must pay before any
benefits from the health insurance policy can be used.
Family
Deductible
I di id l

81. In June 2004, my 4-year-old son was
diagnosed with Type I Diabetes...

86. I don't have the
graphic design skills
to do something cool
like that

110. (pump management)

111. DAILY MANAGEMENT ROUTINE, WITH THE PUMP (1ST MONTH)
Day E N I NG
EV
N
OR IN RNO
TE
ERNO
M
O
G
AF
N
AFT
15 -
ON
C a r b Sm a r t 25-30 g. 25-30 g. 20 g
-BKF LUN S
ST ST
T
B
R NACK
PO
CH
PO
ST
LU
S
EA
e z BG > 2 0 0 K FA NCH
DI
C
HECK
C
HECK
NNER
8AM 9AM 10AM 11AM NOON 1PM 2PM 3PM 4PM 5PM 6PM 7PM
8PM 9PM 10PM 11PM MIDNIGHT 1AM 2AM 3AM 4AM 5AM 6AM 7AM
TIM NIG 3 AM
ED ID 2 HOUR POST
H
E
B
M
T
CHECK, IF
e z BG > 3 0 0 10-15 g. MIDNIGHT WAS
SN C OVER 300 C
ACK HECK HECK
That’s right,
no Bolus! Either/
Or
NiGHT
. : *

114. So, all this will help users
understand and be able to
make informed decisions.
But how do we encourage
people to take action?

115. (Numeric data is kind of… boring)

125. A CHALLENGE:
Have you found a
Look beyond these place where complex
patterns: information might be
best represented in a
visual way?
Spreadsheets Dashboards
Grid Views Search Results

126. A CHALLENGE:
Have you found a
Look beyond these place where complex
patterns: information might be
best represented in a
visual way?
Spreadsheets Dashboards
If so, make it so!
Grid Views Search Results

127. A CHALLENGE:
Have you found a
Look beyond these place where complex
patterns: information might be
best represented in a
visual way?
Spreadsheets Dashboards
If so, make it so!
If not, keep looking…
Grid Views Search Results

128. Thank you!
slideshare.net/stephenpa
getmentalnotes.com
Stephen P Anderson
.
@stephenanderson
www.poetpainter.com