User involvement – image or added value? Jarle Strømmen9.11.2015

Side 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.

Jarle Strømmen Mobile: +47 92 62 12 70

jarle.strommen@no.ey.com

Add me on LinkedIn: https://www.linkedin.com/in/jarlestrommen

EY Advisory

Norway315 employees

Sweden310 employees

Denmark150 employees Finland

65 employees

Island5 employees

Assurance3645 employees

Advisory845 employees

TAS355 employees

Tax775 employees

Side 3

What?

User involvement

Users have the right to get involved and the services has the duty to

involve the user. User involvement is a right by law and not something the organization can choose if they

want or not

User involvement levels

6

Levels in development processes

Source: http://www.euflegt.efi.int/participation7

Why?

Secure a focused development process and also prohibits

creation of unnecessary features or solutions

#1

To create extraordinary results you have to think out of the box

#2

User involvement at the right level is cost efficient

#3

How?

Choose a strategy

#1

What do u need to consider?

• Why involve the users?

• What kind of users?

• When and where?

• How?

• What result do you want?

14

Find the right level

#2

Use levels of involvement to plan the work

Source: http://ruralresilience.ca/wp-content/uploads/2013/07/CUExpoCommunityEngagement.pdf16

Choose the tools

#3

Side 18

https://www.youtube.com/watch?v=9KsFrkxjtj8

Examples of tools

Kilde: http://bangthetable.com/2012/02/23/citizen-participation-ladder/19

Trust the user

#4

Example

Prototype

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

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

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

User Involvement create better solutions, if used correctly, with the proper degree of involvement at the right time

More information on user involvement in healthcare

McMillan: Exploring the impact of user involvement on health and social care services for cancer in the UKhttp://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 Carehttp://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

Thank you for listening

Questions?