Slide deck for UXDC 2017 workshop: From Overwhelming to Empowering: Design for Life-Defining Moments

1. FROM OVERWHELMING TO EMPOWERING:
DESIGN FOR LIFE-DEFINING MOMENTS
Katherine Martinko & Terumi Hayden
UXDC 2017

2. HEY THERE!
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3. MYGETWELL
Interactive healthcare programs for patients and dashboards for providers to track patient progress & wellbeing
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4. COMMUNITY COMPARE
Data analysis tool for providers to compare themselves to other GetWellNetwork clients
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5. DECISION AID
Health 2.0's CHCF Decision Aid Upgrade Challenge
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6. A BILL YOU CAN UNDERSTAND
Design & Innovation
Challenge

7. HEALTHCARE + UX =
“Health is a state of complete physical,
mental and social well-being and not merely
the absence of disease or infirmity.”

8. HEALTHCARE
➤ Then
doctor is always right, focus on treating
symptoms, patients keep the same doctor
for their life
➤ Now
focus on quality of care & patient
experience, treating the whole patient,
patients change providers when they
aren’t happy with the service
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9. PATIENT ENGAGEMENT
patients and providers working together to improve health

10. OUR OPPORTUNITY
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33. “In a series of experiments, they have
demonstrated that people attach greater value
to things they built than if the very same
product was built by someone else.
-NPR, “Why You Love That Ikea
Table, Even If It's Crooked”

34. DESIGN PRINCIPLES FOR HEALTHCARE
➤ Design for multiple users in mind: patients, families, and providers.
➤ Guide people. Use plain language. Be transparent.
➤ Empower people to define success on their terms.
➤ Build a community that fosters learning from shared experience.

35. EXERCISES IN EMPATHY
➤ Scenario 1: Choose a health
insurance plan (1 hour)
➤ Experience map
➤ Share
➤ Scenario 2: Treating a new diagnosis
(1 hour)
➤ Experience map
➤ Share
➤ Pick an opportunity & prototype
your idea (1 hour)
➤ Storyboard
➤ Share
@BYMARIANDREW 35

36. AVI, 29
➤ Starting her first full-time job
➤ Recently married to Chris, a chef
➤ Always chubby, but led an active lifestyle before starting
her desk job
➤ Family history of cardiovascular disease and diabetes
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37. CHRIS, 32
➤ Avi’s husband
➤ A chef, he struggles to find time to exercise or cook
healthy meals outside of work
➤ Unsure of how to best support his wife
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38. DR. GLORIA WALKER, 48
➤ Primary Care Physician
➤ Recently became the head of the practice after her
partner retired
➤ Struggles to balance her caseload while still delivering
the personal care she believes in
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39. SCENARIO 1
Pick the best healthcare coverage
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40. HEALTH INSURANCE IS EXPENSIVE, CONFUSING, AND VITAL
➤ 1/5 Americans spends more than $5,000 on healthcare in a given year.
➤ Choosing the right plan requires you to:
➤ Estimate what health services you’ll need in a given year
➤ Consider how well it will cover unexpected illness or accidents
➤ Your insurance influences not only what you pay for medical expenses, but also
which providers you see.
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41. STAGES OF CHOOSING A HEALTH INSURANCE PLAN
ACTIVITIES What are they doing?
Who are they talking to?
QUESTIONS What questions do they need answered
in order to move on to the next stage of the journey?
THOUGHTS AND FEELINGS
How are they feeling?
What’s frustrating and annoying?
What brings joy?
OPPORTUNITIES FOR
IMPROVEMENT
What problems can you identify?
How could you start to improve this experience?
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42. SCENARIO 2
Treating a new diagnosis
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43. CONVERSATIONS AROUND MEDICAL DECISIONS ARE COMPLEX
➤ As many as 40% of patients struggle to adhere to their treatment plan because of
misunderstanding, forgetting, or ignoring healthcare advice.
➤ Doctors have to communicate a lot of details when it comes to educating patients on
medical decisions: what’s at stake, what options are available, and the cost/benefits
of each.
➤ Patients have to process the options, ask the right questions, and decide what fits
their health goals and lifestyle. Then the hard work of actually following the
treatment plan begins.
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44. STAGES OF TREATING A NEW DIAGNOSIS
ACTIVITIES What are they doing?
Who are they talking to?
QUESTIONS What questions do they need answered
in order to move on to the next stage of the journey?
THOUGHTS AND FEELINGS
How are they feeling?
What’s frustrating and annoying?
What brings joy?
OPPORTUNITIES FOR
IMPROVEMENT
What problems can you identify?
How could you start to improve this experience?
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45. STORYBOARD A SOLUTION
Pick you favorite opportunity from either scenario
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47. JOIN THE COMMUNITY, TAKE ACTION
➤ Catalyst @ Health 2.0 | @Catalyst_H20
“Through our network of over 8,000 designers, developers, entrepreneurs and healthcare
professionals we’ve been able to support the innovation initiatives of private, non-profit and
government entities.”
➤ Mad*Pow | @MadPow
“Mad*Pow is a design agency that strives to help people improve their health and wellness, meet
their financial goals, learn, and connect. Annual health conference: @Hxrconf is happening June
20-21 2017 in Cambridge, MA”
➤ Doctor as Designer | @Joycelee
“Joyce Lee, MD, MPH, Physician, Designer, Researcher Promoting a Maker Movement for Health”
➤ DC Dept of Health | @DOHDC
“The mission of DOH is to promote and protect the health, safety and quality of life of
residents, visitors and those doing business in the District of Columbia”
➤ Flip the Clinic | @FlipTheClinic
“An open experiment to transform the patient-clinician experience. Join the movement. Flip the
Clinic.”
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48. THANK YOU
@k_martinko
@terumisu