Designers in the Land of Health : a map for the uninitiated. Looking at design practice in healthcare and drawing on relevant cross-cultural design practices.

1. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Designers in the land of health -
a map for the uninitated
Designers in the land of health -
a map for the uninitiated
@irithwilliams

2. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Hi, I’m Ashley, the human-
centred designer.

3. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

4. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

5. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

6. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

7. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
FjordKitchen talks: Lorna Ross “Service Design in Health and Health Care.” http://vimeo.com/88746452

8. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Let
FjordKitchen talks: Lorna Ross “Service Design in Health and Health Care.” http://vimeo.com/88746452

9. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Growth of Sub-specialties at Mayo Clinic

10. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Growth of Sub-specialties at Mayo Clinic

11. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
FjordKitchen talks: Lorna Ross “Service Design in Health and Health Care.” http://vimeo.com/88746452

12. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

13. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
• Medical culture is
• Inherently scientific
• No decisions without an evidence base, ever
• Reductionist
• Dislike of ‘messy’ things
• Hugely bureaucratic
• Extremely high risk environment
• Extremely risk-averse culture
• - high privacy protocols
• Consensus decision-making
• Not-for-profit
FjordKitchen talks: Lorna Ross “Service Design in Health and Health Care.” http://vimeo.com/88746452
Michelle Berryman, Vicky Haberman, UX Australia 2011, UX Design in a surgical environment.

14. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Design culture is
• Inherently playful
• Empiricist, but happy with ‘just enough’
data to move forward
• Iterative
• Values saturated,‘messy’ data
• Collaborative and user-centred
• “Fail early, fail often” to iterate
• Creative, imaginative, risk-taking culture
• Product owner decision-making
• Commercial
Medical culture is
• Inherently scientific
• No decisions without an evidence base,
ever
• Reductionist
• Dislike of ‘messy’ things
• Hugely bureaucratic
• Extremely high risk environment
• Extremely risk-averse culture
• - high privacy protocols
• Consensus decision-making
• Not-for-profit
FjordKitchen talks: Lorna Ross “Service Design in Health and Health Care.” http://vimeo.com/88746452
Michelle Berryman, Vicky Haberman, UX Australia 2011, UX Design in a surgical environment.

15. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
You will endanger
patient safety

16. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
You can’t see our data
You will endanger
patient safety

17. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
You can’t speak to our staff
You can’t see our data
You will endanger
patient safety

18. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
You can’t see our data
You will breach
medical protocols
You can’t speak to our staff You will endanger
patient safety

19. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Just design something and then we’ll test it…
?
??
?

20. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
I need a strategy…!
!

21. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

22. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
http://nicbidwell.me/interaction-design-research/fieldwork-design/

23. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
2. reciprocity
3. intrinsic currency
4. modes of interaction
5. crossing knowledge boundaries
Segalowitz M, Brereton M. An examination of the knowledge barriers in participatory design and the prospects
for embedded research.
Brereton M, Roe P, Schroeter R, Lee Hong A. Beyond ethnography.

24. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
• being situated

25. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity

26. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?

27. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?
3. intrinsic currency

28. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?
3. intrinsic currency
• what has value in their culture?
• what do people exchange or share?
•Hint: scientific publications, scientific reputation, scientific data

29. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?
3. intrinsic currency
• what has value in their culture?
• what do people exchange or share?
•Hint: scientific publications, scientific reputation, scientific data
4. modes of interaction

30. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design:
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?
3. intrinsic currency
• what has value in their culture?
• what do people exchange or share?
•Hint: scientific publications, scientific reputation, scientific data
4. modes of interaction
• language > scientific, medical
• rituals > medical, academic, hierarchical

31. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

32. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5 principles from cross-cultural interaction design
1. embedded-ness
• beyond ‘design with’ … it is ‘design from within’
• a decision to personally commit and remain within the domain
2. reciprocity
• what is in it for other stakeholders?
• what outcome are they looking for?
3. intrinsic currency
• what has value in their culture?
• what do people exchange or share?
•Hint: scientific publications, scientific reputation, scientific data
4. modes of interaction
• language > scientific, medical
• rituals > medical, academic, hierarchical
5. crossing knowledge boundaries
• collaboration

33. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Crossing knowledge boundaries >
collaboration >
Co-create a design language

34. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

35. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)

36. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
What are the hard, pointy landmarks of healthcare?

37. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
1. Metrics

38. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
2. Systemic time scarcity

39. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
3. Regulatory

40. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Health IT is a graveyard of good
intentions…. and the murder weapon
is…
4. …?

41. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Health IT is a graveyard of good
intentions…. and the murder weapon
is…
4. Interoperability.
Julian Elliott, Head of Clinical Research, Infectious Diseases Unit, Alfred Hospital, Melbourne

42. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
5. Stigma

43. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
Hi, I’m Ashley, I’m embedded
in a healthcare project.
I’m getting to know the
culture. It’s fun to find
strategies for co-design in my
multi-disciplinary team.

44. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
• My team is starting to trust
me. They are more relaxed
about letting me use design
tools because now they
know that I ‘get it’….
Hi, I’m Ashley, I’m embedded
in a healthcare project.
I’m getting to know the
culture. It’s fun to find
strategies for co-design in my
multi-disciplinary team.

45. ⓒ Irith Williams UX Australia Service Design 2016 (Canberra)
FjordKitchen talks: Lorna Ross Service Design in Health and Health Care
Segalowitz M, Brereton M. An examination of the knowledge barriers in participatory design and the
prospects for embedded research doi >10.1145/1738826.1738890
Brereton M, Roe P, Schroeter R, Lee Hong A. Beyond ethnography doi >10.1145/2556288.2557374
Michelle Berryman, Vicky Haberman, UX Design in a surgical environment
http://www.uxaustralia.com.au/conferences/uxaustralia-2011/presentation/ux-design-in-a-surgical-environment/
Thank you!
http://vimeo.com/88746452
t @Design4HealthOz
t @irithwilliams
https://www.linkedin.com/groups/5166656
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