Homaxi Irani, Head of Customer Experience (CX) at HeathWallace, and Lead Trainer in UX at General Assembly, took us through the principles and practice of user-centred design and the importance of designing for user experiences. http://www.heathwallace.com/ https://generalassemb.ly/

1. DESIGNING A
PRODUCT OR
DESIGNING AN
EXPERIENCE?
Understanding
User Centred Design

2. Some statistics suggest
90% of health apps are
deleted or not used again
after 10 days
Getting it wrong can be a wasted investment
http://the-earthworks.com/blog/2014/how-to-build-successful-mobile-health-applications.aspx

3. The process of building a
product or service user up
not requirements down
UCD is ...

4. PROCESSTOOLKIT

5. TOOLKITPROCESS
MINDSET

6. Useful | Usable | Commercially Viable
UX is ...

7. Function + aesthetics + context
UX principles for health & fitness applications
Must be
relevant to the
situation -
integrate
seamlessly into
our world
Consider the
user goals,
not the
functionality
Needs
to be
engaging -
appeal to
emotions
Include
community /
connect to
others to
modify
behaviour

8. UX led design (digital & non digital) - ActivMobs
User-centred design
approach
● Review health data
& local area
● Research - 45
residents, incl.
observed exercises,
activity audits &
interviews
● Workshops with
local stakeholders
● Facilitated pilots
prior to roll-out
Objectives:
● Encourage
residents to get
active and stay
active
● Make physical
activity part of
everyday life
● Encourage
residents to
suggest or start a
new ‘mob’
Outcome included
holistic service design
● Pilot website
● Trainer network
● Mob ‘motivators’
● Well-being cards,
testimonials
● Discount vouchers
● Notifications,
social, social media
Approx:
● 30 active mobs
● 300 active
mobbers
Other benefits:
● More active
citizenship
● Greater social
cohesion
● Increased mental
wellbeing

9. Fitbit
How does it perform?
● Relevant to situation
● Easy-ish to start sessions
and keep going
● Helps set goals
● Engaging? Depends on
who you ask
● Includes community &
sharing
Is that enough?

10. Fitbit
...and, what about this?
...this user switched to “Moves”
It was OK but it impacted on my
life too much. I had to recharge it,
and set it in and out of sleep mode
was clunky - the two most painful
things.
It was OK but it impacted on my
life too much. I had to recharge it,
and set it in and out of sleep
mode was clunky - the two most
painful things.
My sleep timings are fairly regular. I wish it
just allowed me to pre-set sleep on/off times
for the week and different for the weekend.
What about a “snooze”type option?

11. ● Talk to your customers/users
● Synthesise, analyse, prioritise
● Concept/prototype
● Test
● Refine
● Build/launch
● Monitor/measure
● Iterate (not set and forget)
Remember ...

12. Thank you
Homaxi Irani
E homaxi.irani@heathwallace.com
T (03) 9208 1948
W www.heathwallace.com