The document discusses the importance and power of storytelling in user experience (UX) design. It provides examples of how stories can be used to explain current problems or research findings, persuade stakeholders of a desired future state, and align teams around a shared understanding of the work. The key lessons are that stories matter in how we communicate our work, and crafting stories with clear elements like characters, conflicts and resolutions tailored to the intended purpose (explain, persuade, align) can help set teams up for success.
Mapping medication management to increase cross-product alignmentDani Nordin
In this case study, Dani Nordin and Janna Dupree, of athenahealth and Nuance, discuss how they used cross-product research and experience mapping to bring alignment to teams across two flagship product lines.
The product under examination is the IKEA website www.ikea.com, accessed from a desktop computer. Participants complete tasks and answer questions about the ease of use, confidence, likelihood of future use, etc. They do so in their own environment, using their own devices. Participants follow a carefully crafted survey. Tasks and survey questions were created and assessed using Qualtrics to gather:
1. First impressions of the homepage.
2. User experience when browsing for a dining room table.
The corresponding survey can be found here: https://www.slideshare.net/secret/GN6dE3iDXM3NtQ
Rolling out a design system takes significant time and investment - one that many enterprises are reluctant to take on. What initially seems like the answer to achieving quality design at velocity quickly becomes a perceived bottleneck, as pieces of the system get rolled out slowly among the different products, and time and care needs to be spent making sure the codebase is stable, and the design elements can adapt to different use cases and design needs. How do you keep stakeholders from getting disgruntled? How do you keep the team motivated to keep working against the increasing pressures of executives, who can’t understand why things are taking so long?
In this session, you’ll learn how to:
* market and sell a design system into an organization
* make the case for continued investment
* set realistic expectations for stakeholders to avoid organizational panic
This session is for you if you’ve ever wondered how to start or sell a design system within an organization, but you’ve had trouble getting buy-in from your stakeholders.
XD 2020: Jonathan Lovatt-Young, Love ExperienceUX STRAT
Ssssshhhh. Mental Health. Say it quietly. We all have mental health, and it continually fluctuates. The great digital transformation supertanker seemed to have sailed past healthcare, causing a real disconnect from our needs to a range of available services. Over the course of a year, Jonathan led a consortium incorporating MIND and the NHS in Bradford to discover what was needed. If you’re interested in the next great age – the age of responsibility, and wanted to know how designers actually create the strategy for a Machine Learning Engine, come get stuck in the weeds of doing, not talking.
Filled with questions, explanations and examples, this guide asks 6 essential questions that a designer should answer when co-creating Experience Maps with clients. It supports designers who strive for the best Customer Experience (CX) of their clients' customers.
A big thanks to Ewout van Lambalgen for the illustration!
Mapping medication management to increase cross-product alignmentDani Nordin
In this case study, Dani Nordin and Janna Dupree, of athenahealth and Nuance, discuss how they used cross-product research and experience mapping to bring alignment to teams across two flagship product lines.
The product under examination is the IKEA website www.ikea.com, accessed from a desktop computer. Participants complete tasks and answer questions about the ease of use, confidence, likelihood of future use, etc. They do so in their own environment, using their own devices. Participants follow a carefully crafted survey. Tasks and survey questions were created and assessed using Qualtrics to gather:
1. First impressions of the homepage.
2. User experience when browsing for a dining room table.
The corresponding survey can be found here: https://www.slideshare.net/secret/GN6dE3iDXM3NtQ
Rolling out a design system takes significant time and investment - one that many enterprises are reluctant to take on. What initially seems like the answer to achieving quality design at velocity quickly becomes a perceived bottleneck, as pieces of the system get rolled out slowly among the different products, and time and care needs to be spent making sure the codebase is stable, and the design elements can adapt to different use cases and design needs. How do you keep stakeholders from getting disgruntled? How do you keep the team motivated to keep working against the increasing pressures of executives, who can’t understand why things are taking so long?
In this session, you’ll learn how to:
* market and sell a design system into an organization
* make the case for continued investment
* set realistic expectations for stakeholders to avoid organizational panic
This session is for you if you’ve ever wondered how to start or sell a design system within an organization, but you’ve had trouble getting buy-in from your stakeholders.
XD 2020: Jonathan Lovatt-Young, Love ExperienceUX STRAT
Ssssshhhh. Mental Health. Say it quietly. We all have mental health, and it continually fluctuates. The great digital transformation supertanker seemed to have sailed past healthcare, causing a real disconnect from our needs to a range of available services. Over the course of a year, Jonathan led a consortium incorporating MIND and the NHS in Bradford to discover what was needed. If you’re interested in the next great age – the age of responsibility, and wanted to know how designers actually create the strategy for a Machine Learning Engine, come get stuck in the weeds of doing, not talking.
Filled with questions, explanations and examples, this guide asks 6 essential questions that a designer should answer when co-creating Experience Maps with clients. It supports designers who strive for the best Customer Experience (CX) of their clients' customers.
A big thanks to Ewout van Lambalgen for the illustration!
UX STRAT USA, Mike Hubler and Tim Klauda, "Changing the Culture of Consumer a...UX STRAT
Presentation at UX STRAT 2015 by Tim Klauda, Vice President of Global Digital Creative, Walt Disney Parks & Resorts; and Mike Hubler, User Experience Program Manager, Northrop Grumman Corporation
UX Portfolio-Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across organization, and the map helps build seamless customer experiences.
UX STRAT 2014: Fabio Sergio, "Design for Impact"UX STRAT
In many developing economies Community Health Workers deliver essential healthcare services to communities living in poverty. frog worked with UNICEF to improve the quality of the experience provided to these health workers by the organizations that support them, promising to increase their quality of service so that they can save more lives.
In this talk you'll learn how a human-centered innovation process, participatory design and a multi-partner engagement model led to the creation of a comprehensive toolkit, and how strategic experience frameworks and redesigned medical tools can hope to activate and empower health workers in emerging economies, together with the communities they serve.
My iteration based on the excellent publicly available resources. Includes a hypothetical journey of a typical user. Speakers notes should "speak" for themselves. Though I highly recommend the TED talk by Dough Dietz as appetizer.
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Tips for involving users in your website design - commercial property markete...estatesgazette.com, RBI
Jessica Hall, Research and UX Manager at Reed Business Insight, will be returning as our guest speaker to discuss top tips for user research including:
- surveys
- interviews
- persona development
- usability testing
Creating a profitable business is difficult.
That's why we've created this infographic, 21 Ways to a Make your Dental Practice More Profitable.
If you're having trouble making your dental practice as profitable as you'd like, then this infographic and corresponding blog post is a must read.
http://blog.titanwebagency.com/more-profitable-dental-practice
Tips, tricks and detailed steps to produce a customer experience map for your organization, written by experts with over 40 years of combined experience with clients all over the world.
Proposal Template To Increase Traffic To A Website PowerPoint Presentation Sl...SlideTeam
If your company needs to submit a Proposal Template To Increase Traffic To A Website PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/30H9zcm
The current COVID-19 climate has affected UX research in many ways, including changes to process, methods, and tools. As a field, we've had to adapt to doing fully remote collaboration and research.
In this talk, I will be walking through why now is a great time to conduct strategic research, how research has changed because of COVID, and best practices for conducting remote strategic research during this time.
I hope you will walk away from this talk feeling empowered to continue on your innovation journey!
With the next billion users coming from Asia, Africa, and Latin America, we need to consider a huge diversity in terms of culture, languages, income levels, and lifestyles which was not present in the first billion users. The success of capitalizing on them depends on conducting inclusive design research covering diverse demographics that will not only ensure access to basic facilities, but also help companies be successful. This talk will also look at if the traditional design research methodologies work for the next billion users and tips while designing for them.
This presentation was delivered to 100 WBEs at Pitney Bowes corporate office. In it you'll find 6 tips to acquiring and retaining relationships with corporate clients.
Discussion of using workflows, technologies and architecture to adapt to the changing world of medicine. Presentation given at the Digital Health Innovation Summit in Philadelphia, PA on 5/14/2015
A presentation to the Digital Health Summit on Workflow and Designs needed to engage the patient and make the exam room a more enjoyable place.
An account of several attempts to involve patients.
UX STRAT USA, Mike Hubler and Tim Klauda, "Changing the Culture of Consumer a...UX STRAT
Presentation at UX STRAT 2015 by Tim Klauda, Vice President of Global Digital Creative, Walt Disney Parks & Resorts; and Mike Hubler, User Experience Program Manager, Northrop Grumman Corporation
UX Portfolio-Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across organization, and the map helps build seamless customer experiences.
UX STRAT 2014: Fabio Sergio, "Design for Impact"UX STRAT
In many developing economies Community Health Workers deliver essential healthcare services to communities living in poverty. frog worked with UNICEF to improve the quality of the experience provided to these health workers by the organizations that support them, promising to increase their quality of service so that they can save more lives.
In this talk you'll learn how a human-centered innovation process, participatory design and a multi-partner engagement model led to the creation of a comprehensive toolkit, and how strategic experience frameworks and redesigned medical tools can hope to activate and empower health workers in emerging economies, together with the communities they serve.
My iteration based on the excellent publicly available resources. Includes a hypothetical journey of a typical user. Speakers notes should "speak" for themselves. Though I highly recommend the TED talk by Dough Dietz as appetizer.
Stage 1 of the Design Process for Growth - the 'What is...' portion first asks us to take the 'customer journey' - this presentation is to help the businesses we work with as we move them forward in a redesign process that sets them up for meaningful, sustainable growth
Tips for involving users in your website design - commercial property markete...estatesgazette.com, RBI
Jessica Hall, Research and UX Manager at Reed Business Insight, will be returning as our guest speaker to discuss top tips for user research including:
- surveys
- interviews
- persona development
- usability testing
Creating a profitable business is difficult.
That's why we've created this infographic, 21 Ways to a Make your Dental Practice More Profitable.
If you're having trouble making your dental practice as profitable as you'd like, then this infographic and corresponding blog post is a must read.
http://blog.titanwebagency.com/more-profitable-dental-practice
Tips, tricks and detailed steps to produce a customer experience map for your organization, written by experts with over 40 years of combined experience with clients all over the world.
Proposal Template To Increase Traffic To A Website PowerPoint Presentation Sl...SlideTeam
If your company needs to submit a Proposal Template To Increase Traffic To A Website PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/30H9zcm
The current COVID-19 climate has affected UX research in many ways, including changes to process, methods, and tools. As a field, we've had to adapt to doing fully remote collaboration and research.
In this talk, I will be walking through why now is a great time to conduct strategic research, how research has changed because of COVID, and best practices for conducting remote strategic research during this time.
I hope you will walk away from this talk feeling empowered to continue on your innovation journey!
With the next billion users coming from Asia, Africa, and Latin America, we need to consider a huge diversity in terms of culture, languages, income levels, and lifestyles which was not present in the first billion users. The success of capitalizing on them depends on conducting inclusive design research covering diverse demographics that will not only ensure access to basic facilities, but also help companies be successful. This talk will also look at if the traditional design research methodologies work for the next billion users and tips while designing for them.
This presentation was delivered to 100 WBEs at Pitney Bowes corporate office. In it you'll find 6 tips to acquiring and retaining relationships with corporate clients.
Discussion of using workflows, technologies and architecture to adapt to the changing world of medicine. Presentation given at the Digital Health Innovation Summit in Philadelphia, PA on 5/14/2015
A presentation to the Digital Health Summit on Workflow and Designs needed to engage the patient and make the exam room a more enjoyable place.
An account of several attempts to involve patients.
Client's experiences with behavioral health services are shaped by all of their interactions with us, across the continuum of care. While we can assume what our clients want, need and experience in receiving services from us, it is valuable to use their direct feedback to understand their functional (what we do) and emotional (how we do it) needs throughout their experience. In this webinar conducted with Sovereign Health, we discuss the foundations of customer experience management, provide examples of tools and resources that you can use to understand client's experiences and address opportunities for improvement, and discuss a variety of implications in behavioral health settings.
[Case Study] Physician, Know Thy User: Using Personas to Target Content and U...Scott Abel
Presented by Joe Sokohl at Documentation and Training Life Sciences, June 23-26, 208 in Indianapolis.
Ever have a project fail? You met with your project team, you talked with the customer, you reviewed technical requirements. But did you talk to your users? Just as one diagnosis doesn’t fit all patients, one application’s approach doesn’t work for all users. Know who accesses your information and uses your applications. Only then choose your features. Using a case study of a multinational project covering four countries, 10 business units, and tens of thousands of content elements, we’ll explore personas, scenarios, and other user-centered techniques. We’ll look at identifying users as well as segregating content according to users and regulatory needs.
What was involved in this cases study?
First we analyzed the 10 business units and their approaches and definitions of business goals. Next we analyzed industry standards for medical devices and their usage.
But that wasn’t enough. We interviewed 40 people in 4 countries, and created an information architecture prototype. We then tested this prototype in hospitals, doctors’ offices, and on site where medical devices were in use.
Based on this contextual inquiry, we refined the architecture and our understanding of the users. Decisions were then made on what type of content would be both appropriate and legal for each user and in each country.
Only with a solid understanding of the users and their goals could we define a flexible, extensible, and usable information and content architecture.
Design Thinking: 5 Steps to Healthy Healthcare AppsJeffery Belden
Learn the steps of "design thinking" in the healthcare IT context. Co-presented at HIMSS 16 in Las Vegas on March 3, 2106 with Lorraine Chapman, Sr. Director for Healthcare at Macadamian.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Accelerated Learning Through Experimentation at Intuit | Masters of ConversionVWO
Learning about human behavior is a vital aspect of the experimentation process. You build an idea around what could be the improved digital experience that will influence the buyers to buy your service or products. And then buyers tell you what they think about your idea.
At Intuit TurboTax, the pace of learning through experiments has increased in the past few years. This acceleration in learning is attributed to 3 factors:
access to self-serve data
design principles for rapid decisions
technology for rapid prototyping
These factors are guided by well-defined innovation frameworks used at Intuit:
Customer-Driven Innovation (CDI)
Design For Delight (D4D)
Rhys Mohun and Ted Chiasson are here to talk about learning at speed at Intuit.
Increasing Design Influence by adapting your voice to your organization's dec...Dani Nordin
As designers, we like to think of ourselves as makers. When we’re working on large, wicked problems, the challenge is that “making” is no longer a solo endeavor; it’s something that requires a lot of people and functionality to make happen. This can leave designers feeling like we’ve had to compromise our standards to appease business or development stakeholders. It also inadvertently creates an us-versus-them mentality that actually makes it less likely that we’ll be successful in moving forward our vision of what’s possible.
So what does this mean for us? Simply understanding what your product’s users are dealing with isn’t enough. To make truly great products, you need to understand how people, organizations, systems and content play together. In this presentation, we’ll focus on some ways to help understand the organizational context you’re working within, and to adjust your approach to increase your success within those organizations.
As designers, we’re often tasked with incrementally improving existing experiences, or creating new features that have to live within an existing architecture. What’s more, creating those experiences requires working across a multitude of internal fiefdoms, each with its own set of priorities. How do you balance all of these considerations while maintaining a focus on user-centered design?
As UX becomes increasingly Agile, a need arises to quickly create and iterate new interface elements. Many popular frameworks exist to document front-end design patterns. Most of them connect directly to the website's CSS, and help developers easily create new interface elements and templates.
But what happens when the design and UX team can't work in code? How can we create truly cross-functional design documentation that works both for developers and designers?
In this session, we will describe the process we have been working on to document our existing design patterns and create a working set of elements that allow both for rapid iteration of design prototypes and implementation of templates in code.
This session is for UXers who work with teams that include both front-end developers and visual/interaction designers, who need to create and iterate on interfaces in rapid, Agile environments.
Many teams insist they have no time or budget for user testing, even if they're convinced of the benefits. But what if you could find ways to create, implement and report on usability issues quickly and collaboratively?
In this session, designer and researcher Dani Nordin will outline the process she's developed at Harvard Business to bring user-centered design practices into an Agile product team. You'll learn techniques to rapidly benchmark your user experience, test and report findings , and align stakeholders on critical usability issues.
User Research for the Web and ApplicationsDani Nordin
Update of a talk originally given as a Skillshare workshop. Given at BioRaft Drupal Nights in summer 2013, and to be given at UX Boston in September 2013.
Things to Budget for When Planning a Drupal ImplementationDani Nordin
This presentation, done for the Drupal Business Summit in 2012, covers factors that must be considered when planning Drupal implementations of medium to high complexity.
User Research for the Web and ApplicationsDani Nordin
In this workshop given for Skillshare, I discuss basic techniques and deliverables to help teams understand their site's users, organize content and visualize task flows.
In this presentation, Drupal for Designers author Dani Nordin will talk about the process of user experience design for the Drupal CMS, and some specific techniques and tools which can help make the process easier. You will learn:
• Why Drupal teams need UX designers, and how to sell strategic UX to your team.
* How to identify core user groups and recruit participants for user interviews to flesh out your understanding of the site's target audience.
• Why prototyping directly in Drupal isn't a great idea in the beginning phases of a project—and when going straight to Drupal is a good idea.
• Specific techniques that can be used in your next project to step up the user experience.
In this presentation, done for <em>Planning and Managing Drupal Projects</em>, I walk listeners through the typical lifecycle of a Drupal project. I also talk about:
• How to help clients understand Drupal without resorting to DrupalSpeak (and confusing the heck out of them)
• How to get the information you need to put together a strong proposal
• Strategies for walking clients through the Drupal design and implementation process
• Some common red flags to look out for when talking to prospects.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
2. Who is
this bish?
Dani Nordin
Director of UX, Orders Zones at athenahealth
Part-time Lecturer, Northeastern University CPS
Author, Drupal for Designers (2012, O’Reilly),
Designing with Empathy (2015, O’Reilly)
Mama, knitter, troublemaker.
I drink coffee and I know things.
danigrrl
daninordin.com
Linkedin.com/in/daninordin
7. 10% of our work is
the actual ideas and
the things we make.
The other 90% is
getting people to
agree with your ideas.
Dr. Sarah Drummond
8. Typically, we focus
on storytelling as
design scenarios
A 20-year old woman goes to see
her OB for recurring pelvic pain due
to endometriosis.
The doctor looks at the patient’s
history and notices that multiple
treatments, such as hormone
therapy and pain medication,
haven’t worked.
She decides to refer the patient to a
surgeon for a consultation.
10. Stories live in the:
v business cases we build for our work
v metrics we choose to measure success
v data we use to guide our decisionmaking
v way we talk about our work with colleagues
11. How do we tell
the story of
what we’re
trying to do?
12. Stories in UX come in three flavors:
PURPOSE
GOALS
EXAMPLES
Explain
Describe “what is” to
set the stage
Usability issues & bugs
Research findings
Existing state blueprints
Persuade
Contrast current with
desired state to get buy-in
and inspire action
Vision decks
Storyboards
Case studies
Align
Reframe and document
shared expectations
among the team
Experience briefs
Design scenarios
Design documentation
13. The elements, tone, and
altitude with which you build
the story are defined by the
story’s purpose.
14. Story Elements
Who is doing the thing
Character Conflict
What happens to cause
friction or character pain.
What happens to resolve the conflict.
Resolution
What is being done
Situation
How the character is changed by the
resolution (or the conflict)
Impact
15. A 20-year old woman goes to see her OB for
recurring pelvic pain due to endometriosis.
The doctor looks at the patient’s history and
notices that multiple treatments, such as
hormone therapy and pain medication,
haven’t worked.
She decides to refer the patient to a surgeon
for a consultation.
Character
Situation
Conflict
Resolution
SCENARIO
16. A 20-year old woman goes to
see her OB for recurring pelvic
pain due to endometriosis.
The doctor looks at the
patient’s history and notices
that multiple treatments, such
as hormone therapy and pain
medication, haven’t worked.
She decides to refer the
patient to a surgeon for a
consultation.
Character
Situation
Conflict
Resolution
PART ONE
At the surgeon’s office, the
scheduler receives a referral
from a new patient.
She knows that the specialist
is going to require a set of lab
tests before she sees the
patient, and results from those
tests aren’t with the referral.
She calls the referring doctor’s
office to ask about test results,
and requests a copy of them.
Character
Situation
Conflict
Resolution
PART 2
The stories we design for may contain
multiple stages and characters
17. Surgical ordering is complex and lacks
accelerators - resulting in paper-based
workflows.
The surgery order is a catalyst for several different activities across both
care settings, all of which have their own distinct documents, tasks and
orders which belong in the relevant care setting. Proceduralists are
comfortable and fast using paper sheets, and hospitals may require
specific formats which can not be accommodated within the EHR.
Navigating this complexity often results in surgical orders being placed
on paper, which are then delegated to support staff to set up across the
relevant care settings.
Conflict
Impact
Situation
Resolution
Impact
Elements may move around based on
the nature of the story
RESEARCH INSIGHT
18. The tone in which we
tell it may vary based
on context Sympathetic
Pragmatic
19. The tone in which we
tell it may vary based
on context
Visionary
Urgent
Proud
Sympathetic
20. The tone in which we
tell it may vary based
on context
Optimistic
Sympathetic
Pragmatic
21. 5 ft: deep into the details
5,000 ft: individual workflows
10,000 ft: focused themes across a single problem space
30,000 ft: broad overview of a complete problem space
22. 5 ft: deep into the details
5,000 ft: individual workflows
10,000 ft: focused themes across a single problem space
30,000 ft: broad overview of a complete problem space
23. 5 ft: deep into the details
5,000 ft: individual workflows
10,000 ft: focused themes across a single problem space
30,000 ft: broad overview of a complete problem space
24. PROBLEM STATEMENT
The operative report is key information referenced by the
clinicians during the Post-Op follow up visit. This information is
captured in the acute EHR and pulled into athenaOne so
providers in the clinic setting can get a complete picture of what
happened to the patient outside the clinic.
Today, when Proceduralists are preparing for a patient post-op
follow up visit, they need to click into each of several operative
reports in order to find the one they need, due to a lack of
descriptive information on the report’s listing in the patient
chart. This results in frustration and delays.
We believe that by making the name of the procedure
performed easily discoverable within common athenaClinicals
workflows, clinicians can more easily find the right operative
note and make informed decisions for their patients.
Character
Situation
Conflict
Impact
Resolution
Impact
5,000 ft
25. BUSINESS RATIONALE
The current Inbox provides insufficient information for verifying patient
identities, identifying the nature and status of each task, and prioritizing
and executing workflows efficiently. As a result, it does not adequately
empower clients to complete the multi-step, multi-person workflows that
are critical to their business.
The first step in addressing this problem must be to enable users to see
and make sense of the relevant information for each task, so that they
can understand what they’re looking at. This is sine qua non for any
viable task management system. This first iteration will:
• Enable clients to spend less time opening documents, and more time
working documents, thus increasing productivity / efficiency
• Deliver a visually and technologically modern Inbox solution that’s
more scalable, flexible, and performant
Once we’ve completed this first step, additional capabilities (e.g.
enhanced sorting, filtering, batch actions, etc.) will provide even more
meaningful value.
Character
Situation
Conflict
Resolution
Impact
10,000 ft
26. SUCCESS METRICS
5000 ft
For more info, see the HEART Framework: https://www.dtelepathy.com/ux-metrics/
Objective: Team members can easily tell when more
work needs to be done without having to "check" the
work multiple times to understand what the next
action is.
Signal: Tasks are opened fewer times before being
moved to the next stage, particularly on multi-touch
tasks like surgeries and referrals
Metrics: Touches to Completion (decrease); Task
Completion Rate (unchanged or increased)
Character
Resolution
Impact
Situation
32. Key Takeaways
v Stories matter
v Stories live in all the ways we talk about our work
v Being thoughtful about how we structure and tell
our stories can set us up for success
33. The problem is this: no spreadsheet, no bibliography, and no
list of resources is sufficient proof to someone who chooses
not to believe. The skeptic will always find a reason, even if
it’s one the rest of us don’t think is a good one. Relying too
much on proof distracts you from the real mission – which
is emotional connection.
Seth Godin
35. Storytelling resources
Storytelling for User Experience:
Crafting Stories for Better Design
By Whitney Quesenbery and
Kevin Brooks
• Scenarios and Storyboards: Getting
to Structure and Flow, Kim
Goodwin, Webstock ‘17
• Ethos, Pathos and Logos,
pathosethoslogos.com
• Kurt Vonnegut Diagrams the Shape
of Stories in a Master’s Thesis
Rejected by U. Chicago,
openculture.org
• The 22 rules of storytelling,
according to Pixar, Cyriaque Lamar,
Gizmodo
Resonate: Present Visual Stories
that Transform Audiences
By Nancy Duarte
39. The wind was blowing very hard as Pooh neared Piglet’s house.
“Happy Windsday, Piglet. I see you’re sweeping leaves.”
“Yes, Pooh. But it’s hard. This is a very unfriendly wind.”
Just then, a big gust blew Piglet up into the air. Pooh watched
in surprise. “Where are you going, Piglet?”
“I don’t know, Pooh. Oh dear!” Pooh tried to help, but when he
grabbed Piglet’s sweater, it began to unravel!
Piglet flew like a kite over the countryside, with Pooh dragging
behind. The two went right through Eeyore’s house and
Rabbit’s carrot patch.
Character
Situation
Conflict
Impact
Resolution
42. Characteristics
Elements Attitude Altitude
Usability issues
and Bugs
Situation > Conflict >
proposed resolution
Straightforward, descriptive 5-5k feet, with clear PoV on
potential resolution
Research
Findings
Situation > Conflict > Impact Pragmatic,
with a clear PoV
5k-10k feet, depending on
nature of research
Service
Blueprints
Situation > Conflict > Impact
> User-created resolution (i.e.
workarounds)
Straightforward,
with a clear PoV
10k-30k feet, with ability to
drill down to lower levels
The goal of an Explain story is to help the audience
understand the current state of things and why it is so.
This provides a frame of reference for future
conversations and aids decisionmaking.
43. Surgical ordering is complex and lacks
accelerators - resulting in paper-based
workflows.
The surgery order is a catalyst for several different activities
across both care settings, all of which have their own distinct
documents, tasks and orders which belong in the relevant care
setting. Proceduralists are comfortable and fast using paper
sheets, and hospitals may require specific formats which can
not be accommodated within the EHR.
Navigating this complexity often results in surgical orders being
placed on paper, which are then delegated to support staff to
set up across the relevant care settings.
Situation
Conflict
Impact
Resolution
Impact
RESEARCH FINDING
5,000 ft
47. Characteristics
Elements Attitude Altitude
UX Case Studies Resolution > Impact >
Situation > Conflict
Straightforward, descriptive 5k-10k feet, with clear
statement of impact
Storyboards Situation > Conflict >
Resolution > Impact
Pragmatic, descriptive 5k-10k feet, depending on
nature of resolution
Vision Decks Situation > Conflict > Impact
> Resolution > Impact
Inspirational, motivating 10k-30k feet, focused on
positive future state and
rationale for action
The goal of a Persuade story is to inspire the audience to
act towards creating a better future. Its power lies in
making a clear contrast between the current state and a
better future and showing the role they play in creating it.
48. UX CASE STUDY: Unpacking DNFB for Small Hospital Clients
I engaged in a comprehensive discovery process to uncover the core
problems our clients faced in reducing time in DNFB (Discharged, Not Final
Billed). Through research, discussions, and workshops, we aligned the teams
on 5 "Hills" that corresponded to the most significant problem areas. The
artifacts resulting from this process informed our strategy and planning
discussions throughout the next several releases.
Why
The Claim Readiness zone in athenaCollector focuses on helping revenue
cycle clients do the work required—Coding, Charge Entry and Chart
Processing/Review—to get claims out the door efficiently. In the Hospital
space, part of our charter was to reduce the length of time between patient
discharge and a claim being created—also known as DNFB.
The factors that go into DNFB are complex and span multiple systems, both
human and software. Our product teams needed to understand which of
those factors we could make the most impact on.
Situation
Conflict
Resolution
Impact
30,000 ft
49. WHAT IS WHAT IS WHAT IS WHAT IS
WHAT COULD BE WHAT COULD BE WHAT COULD BE REWARD!
The gap
Call to
Adventure
Call to
Action
Source: Nancy Duarte, Resonate
50. When you tell the story about the design
of the future experience, the stories are
what shape the narrative in the
organization. If you can tell a convincing
enough story about what the experience
should be like, you're going to change
minds along the way."
Kim Goodwin
51. Pitfalls to avoid
• Focusing in on problems
without a clear PoV on
potential resolutions
• Failing to discuss the impact
of the resolution, or the
desired action you want the
audience to take
53. Characteristics
Elements Attitude Altitude
Problem
statements
Situation > Conflict >
proposed resolution
Pragmatic, collaborative 5k-10k feet, with clear PoV
on potential resolution
Design scenarios Situation > Conflict >
proposed resolution
Pragmatic 5k-10k feet, focused on
capturing main moments
Design
documentation
Situation > Conflict >
proposed resolution > Impact
Pragmatic,
with a clear PoV
5-5k feet, focused on
highlighting “new”
elements/interactions
The goal of an Align story is to capture the mutual
understanding of current state, desired state, and next
steps across a team. This provides a reference for
discussions around the work and intended solution.
54. Pitfalls to avoid
• Not involving teammates
from the beginning
• Not revisiting/revising
the story as the work
progresses and new
things are learned
55. User experience includes a wide variety of
disciplines, each with its own perspective.
Stories bridge the many different
languages you bring to your work. By
providing tangible examples, stories can
provide a common vocabulary for everyone.
Whitney Quesenbery & Kevin Brooks