Userinvolvement - image or added value
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User involvement can provide added value but must be implemented correctly and to the proper degree. The document discusses different levels of user involvement in development processes from passive participation to user control. It also provides an example of how a healthcare organization in Norway successfully involved users including general practitioners and healthcare guidance counselors to improve the usability and value of an online portal. Through workshops and other feedback methods, users provided feedback that led to a more intuitive and customized solution that better met their needs and situations. When done correctly, user involvement can create better solutions by developing something that fits how users work.
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Userinvolvement - image or added value
- 1. User involvement – image or added value? Jarle Strømmen 9.11.2015
- 2. About me ► Senior Manager in EY ► Work mainly in the healthcare sector with innovation, digitalization and project management. ► MSc in Economics and Business Administration NHH and Bachelor in Computer science ► Former advisor at Haukeland University Hospital with a main responsibility for innovation. 2 Jarle Strømmen Mobile: +47 92 62 12 70 jarle.strommen@no.ey.com Add me on LinkedIn: https://www.linkedin.com/in/jarlestrommen
- 3. EY Advisory Norway 315 employees Sweden 310 employees Denmark 150 employees Finland 65 employees Island 5 employees Assurance 3645 employees Advisory 845 employees TAS 355 employees Tax 775 employees Side 3
- 4. What?
- 7. Levels in development processes Source: http://www.euflegt.efi.int/participation 7
- 8. Why?
- 9. Secure a focused development process and also prohibits creation of unnecessary features or solutions #1
- 10. To create extraordinary results you have to think out of the box #2
- 11. User involvement at the right level is cost efficient #3
- 12. How?
- 14. What do u need to consider? • Why involve the users? • What kind of users? • When and where? • How? • What result do you want? 14
- 15. Find the right level #2
- 16. Use levels of involvement to plan the work Source: http://ruralresilience.ca/wp-content/uploads/2013/07/CUExpoCommunityEngagement.pdf 16
- 19. Examples of tools Kilde: http://bangthetable.com/2012/02/23/citizen-participation-ladder/19
- 21. Example
- 22. Care benefit statistics for doctors ► NAV wanted to unlease the power of the users to maximize the value of the portal for GPs. ► Wanted to maximize: ▬ User friendliness. ▬ User value ► The goal is a solution that is easy to use, customized to the users work situations and give high value to the users. Side 22
- 23. What we did ► Got to know the users: ▬ Identified user groups and usage situations ▬ Analyzed current use of the portal ► Prioritized: Uncertainty&most important -> to increase usage. ► Chose the users to involve ▬ GPs ▬ Employees of NAV ( Guidance counselors and doctors) ► Chose where ▬ Oslo (city) and Meland (Small area) ► Chose methods ▬ Eye tracking ▬ Workshops with users ▬ Involving the user organizations Side 23
- 24. Feedback after prototypes ► "This is intuitive“ ► "I am curious about what is behind the numbers“ ► “A great idea to see decision support along with my development over time» ► “This covers a lot more of our needs“ ► "So exciting to see more information about my patient list» Side 24
- 25. User Involvement create better solutions, if used correctly, with the proper degree of involvement at the right time
- 26. More information on user involvement in healthcare McMillan: Exploring the impact of user involvement on health and social care services for cancer in the UK http://eprints.lancs.ac.uk/32032/1/Macmillan_final_report_Jan_2009.pdf Critical perspectives on user involvement http://www.amazon.co.uk/Critical-perspectives-involvement-Marian-Barnes/dp/1847427502 Engaging Patients in Healthcare http://www.amazon.co.uk/Engaging-Patients-Healthcare- Coulter/dp/0335242715/ref=pd_sim_14_2?ie=UTF8&refRID=1PJSS4X85G30T0FPW98N User Involvement in Health Care http://www.amazon.co.uk/User-Involvement-Health-Trisha- Greenhalgh/dp/140519149X/ref=pd_sim_14_3?ie=UTF8&refRID=1PJSS4X85G30T0FPW98N Methods for Involving Patients in Topic Generation for Patient-Centered Comparative Effectiveness Research – An International Perspective http://www.pcori.org/assets/Methods-for-Involving-Patients-in-Topic-Generation-for-Patient-Centered-Comparative- Effectiveness-Research-%E2%80%93-An-International-Perspective.pdf 26
- 27. Thank you for listening Questions?
Editor's Notes
- Forventningsstyring. Det er i privat et gap mellom brand promise og det kunden opplever, så det er et gap mellom hva kunden forventer utifra det selskapet «lover».
- http://www.cihr-irsc.gc.ca/e/45851.html Stage 1 – Targeted: “We know our customers and what they buy, and can optimize marketing, sales and customer service activities to generate more revenue and profit for the company.” Stage 2 – Responsive: “We regularly get customer feedback, prioritize key issues and work to improve customer satisfaction with the products and services we sell, to aminimize customer attrition.” Stage 3 – Engaged: “We focus on a long-term relationship and strive to make an emotional connection with customers, by providing delightful experiences that create advocates.” Stage 4 – Inspired: “We think deeply about what customers are trying to accomplish in their business and personal lives, and create new ways to add value before they ask!”
- Made a strategy for how they wanted to involve the users and built the planning process around this strategy.
- I de endelig malene kommer denne sliden til å legges inn. Skal alltid brukes som siste slide, er et fast element i de nye malene. Vi må sjekke ut hva standardteksten blir, regner med ”Takk for oppmerksomheten” etc. Endres til engelsk ved engelsk presentasjon. Mange bruker ”Spørsmål” som siste slide, dette kan legges som subtitle på denne sliden eller legges som egen slide før denne siste sliden. If using the graphic on the title slide the same should be used on the thank you slide. If using a picture in the Input area of the Beam in the title slide, the same or different but related picture can be used on the thank you slide.