Refresh Portland - User Experience and Healthcare
-
Upload
sheetal-dube -
Category
Design
-
view
1.816 -
download
1
description
Transcript of Refresh Portland - User Experience and Healthcare
User Experience and HealthcareSheetal Dube, Sr. User Experience Consultant
Refresh Portland, June 25, 2009
2© 2009 EVANTAGE CONSULTING
User Experience and Healthcare
Source: Flickr, pwilson
Sheetal Dube
Sr. User Experience ConsultantEvantage ConsultingIndustrial Designer (M.DES.)11+ years User Experience2+ years Healthcare
Voice of customer studiesConcepts for medical devicesEducational website on SedationRemote monitoring website redesign
Intranet and extranet for a Fortune 500 company.Set up a design team and process for a large software development firm.
3© 2009 EVANTAGE CONSULTING
Outline for today
1. Emerging concepts in Healthcare2. Web 2.0 bridging the gaps 3. Unmet user needs 4. Most players are newbie’s5. Varied familiarity with technology6. Learn about your users7. Help them articulate their needs8. User Centered Design process for Healthcare 9. Other challenges10.Questions?
4© 2009 EVANTAGE CONSULTING
1. Emerging concepts
… lots to get excited aboutSource: Flickr, benefit of hindsight
5© 2009 EVANTAGE CONSULTING
1. Emerging concepts
E-Patients:• Patients gathering health information online.• Especially patients with chronic illness and rare illnesses.
User generated content:• Crowd wisdom is better than expert wisdom.• Speed of generating content faster than publishing research.
Participatory medicine:• Shared decision making between patients and physicians.• Better patient compliance due to shared decision making.
6© 2009 EVANTAGE CONSULTING
2. Web 2.0 bridging the gaps
… between traditional systems and emerging needs Source: Flickr, downtownpictures
7© 2009 EVANTAGE CONSULTING
2. Web 2.0 bridging the gaps
Electronic Health Records:• Google Health: http://www.google.com/intl/en-US/health/tour/index.html• Health Vault (Microsoft): http://www.healthvault.com/Personal/index.html
Online concepts:• HelloHealth: https://www.hellohealth.com/main/index.html
Target 18-35 (10% of today's market), mainly uninsured, online visits, take second opinions online, send pictures, blogs, online medical records, email exchange part of the medical records, etc.
• Patientslikeme: http://www.patientslikeme.com/ People with chronic illness, treatment, symptom and outcome-sharing community, patient information turns into data points, patients tap into robust information created by others.
• Kaiser Permanente’s My Health Manager: https://www.kaiserpermanente.org/Provides patients access to their health records, make online appointments, etc
• Connected heath: http://www.connected-health.org/Remote monitoring for chronically ill and at risk patients.
8© 2009 EVANTAGE CONSULTING
9© 2009 EVANTAGE CONSULTING
10© 2009 EVANTAGE CONSULTING
11© 2009 EVANTAGE CONSULTING
12© 2009 EVANTAGE CONSULTING
13© 2009 EVANTAGE CONSULTING
14© 2009 EVANTAGE CONSULTING
3. Unmet user needs
… current solutions are short term Source: Flickr, dreamfreaknicx
15© 2009 EVANTAGE CONSULTING
3. Unmet user needs
ePatient Dave:• Kidney cancer survivor Dave deBronkart uploaded health records in Google Health.• Using insurance claims to construct the diagnosis made the data unusable. • http://www.forbes.com/2009/04/23/health-internet-records-technology-personal-tech-health
.html
Electronic Health Records:• Is the information easy to understand for the patients? • Does it make sense for the physician? Does it work with the clinic workflow? • Do ‘all’ users realize the value?
User voices:• Data entry is a burden – Amy Tenderrich, DiabetesMine• I don’t want to be reminded that I am a patient – Sentiments heard during interviews
16© 2009 EVANTAGE CONSULTING
4. Most players are newbie's
… at early stages Source: Flickr,
17© 2009 EVANTAGE CONSULTING
4. Most players are newbie's
Designers and developers are entering a new territory:• What should the blood pressure trend for vital signs history look like? • How do patients refer to the processes of sending device information to their doctors?
Patient expectations are currently set very low:• We are used to the current workflow and systems http://tiny.cc/RsowR • The current device works great – Heard during interviews with patients.
Role of physicians is changing:• Growing demand for healthcare forces physicians to give up control.• New wave of tech savvy physicians entering the field.
Hospitals and companies are at early stages of accepting change:• Many hospitals are still evaluating digitization.• Innovation might not be a necessity for companies that are market leaders.
Business models are not clear yet:• Who is paying for the change? Patients, organizations, hospitals, insurance companies, etc?
18© 2009 EVANTAGE CONSULTING
5. Varied familiarity with technology
… adds additional challengesSource: Flickr, slipstreamJC
19© 2009 EVANTAGE CONSULTING
5. Varied familiarity with technology
PEW Report: The Social Life of Health Information http://tiny.cc/Poera • 61% of American adults look online for health information. • The Internet does not replace health professionals. • As usual, there are more readers and listeners than writers and creators. • A majority of e-patients access user-generated health information. • Mobile access and generational shifts will have an effect on social media and healthcare. • E-patients are more engaged with health information. • Patients looking for "just-in-time someone-like-me" to help inform personal health decisions. • One in 3 American adults access social media for health reasons. That's 60% of online users. • Wikipedia is a go-to source among 1 in 2 e-patients. Twitter and other social networks like
Facebook -- not so much, but they're still used along with lots of other (non-social but still online) sources.
• There is opportunity to engage people to manage chronic conditions on a 24x7 basis given their increasing adoption of wireless, mobile technologies.
20© 2009 EVANTAGE CONSULTING
5. Varied familiarity with technology
21© 2009 EVANTAGE CONSULTING
Recap Key Challenges
Two big challenges for designing healthcare systems are:
1) Most stakeholders are at early stages of the revolution.2) Users familiarity with technology is varied.
22© 2009 EVANTAGE CONSULTING
6. Learn about your users
… diverse ways, same goalSource: Flickr, Maggiesworld, shapeshift, vago
23© 2009 EVANTAGE CONSULTING
Gather as much information as you can:• Demographic profile• Environment• Attitudes and perceptions• Familiarity with technology• Health conditions• Support system
Health Condition:Support system:Medications:Doctor visits:Scenarios of using the device (current project)Frequency of doctor visits.
6. Learn about your usersAge Group: Gender: Occupation:Geographical Location:Attitudes i.e., views on Technology:Perception i.e., trust factors: Environment.# outlets (medical device project):
Time spent on computer: Websites used for work and personal interests:Online shopping, banking, bill pay:Other products used like ATM machines, GPS, cell phone, etc..:
24© 2009 EVANTAGE CONSULTING
Gather as much information as you can.
How can you learn about your users:• Make sure you have a plan.• Fields studies/observations are most valuable.• Surveys and interviews help fill the gaps too.• Mixing tools is recommended.• Find innovative ways e.g., interview professionals at a healthcare conference. • Don’t skip the screener (internal or recruiting company).• Recruit participants (physicians, patients, etc).• Collect qualitative and quantitative information. • Be careful with the words you use, be humble.• Make participants feel at ease.• Gratuities are important.• Might need to innovate e.g., charitable donations for gratuity.
CONTEXTUAL INQUIRIES:Observing users in their environment..Pros: Terminologies, processes, context, innovation.Cons: Takes more time and money. Recruiting more difficult.
6. Learn about your users
SURVEYS: Helps collect qualitative and quantitative data.Pros: Easy to implement, more inputs in less time.Cons: Subtleties get missed, learning is limited.
INTERVIEWS:Face to face or telephone.Pros: Helps get face time and have a deeper level of understanding about the users than surveys.Cons: Users rely on memory and thus miss some steps/ details.
25© 2009 EVANTAGE CONSULTING
Gather as much information as you can.
How can you learn about your users.
What do you do with the details:• Define and prioritize user scenarios.• Make confident design decisions and trade offs.• Facilitate realistic conversations.• Most features could be NEW (not redesigned).• Spark initial concepts, innovate.
6. Learn about your users
Terminology FAILED:Home, Menu, Options, Scroll up, Scroll down, % complete, Icon for wireless connection, keyboard…anything to do with computers.
OK
Feature 1Feature 2Feature 3
Navigation/ Interaction FAILED:Highlighting an option and clicking OK.Which button to click to scroll up?
Learning: Touch-screen seemed intuitive.
26© 2009 EVANTAGE CONSULTING
7. Help users articulate their needs
… visuals helpSource: Flickr, darydutchy, calramen
27© 2009 EVANTAGE CONSULTING
Use visualization techniques:• Use sketches, 3D models, etc to help users visualize new ideas/ features.• Create prototypes to demonstrate processes.• Pick realistic scenarios to show/ demonstrate the above.• Show alternate concepts to make it easier for participants to opt out.
Plan for an iterative process:• Plan for smaller/ quicker cycles of learning and improvising.• Start with a broader scope and narrow it down as you get more information.• First, gain confidence about the concept and navigation.• Then focus on detailing and validating the feature set.
7. Help users articulate their needs
28© 2009 EVANTAGE CONSULTING
8. User Centered Design Process for HealthcareSpecify the context of use
Identify the people who will use the product, what they
will use it for, and under what conditions they will
use it.
(ISO 13407: Human-centered design process)
Specify requirementsIdentify any business requirements or user goals that must be met for the product to be successful.
Create design solutionsThis part of the process may be done in stages, building from a rough concept to a complete design.
Evaluate designsThe most important
part of this process is that evaluation -
ideally through usability testing with
actual users - is as integral as quality testing is to good
software development.
… encourages the iterative approachSource: http://www.upassoc.org/usability_resources/about_usability/what_is_ucd.html
29© 2009 EVANTAGE CONSULTING
8. User Centered Design Process for Healthcare
Analysis Phase :• Meet with key
stakeholders • Include usability tasks in
project plan • Assemble a
multidisciplinary• Develop usability goals
and objectives • Conduct field studies • Look at competitive
products • Create user profiles • Develop a task analysis • Document user scenarios • Document user
performance requirements
Design Phase :• Brainstorm design
concepts, metaphors • Develop screen flow
and navigation model • Do walkthroughs of
design concepts • Begin design with
paper and pencil • Create low-fidelity
prototypes • Conduct usability
testing on prototypes • Create high-fidelity
detailed design • Do usability testing• Create a design
specification
Implementation Phase:
• Do ongoing heuristic evaluations
• Work closely with delivery team as design is implemented
• Conduct usability testing as soon as possible
Deployment Phase :• Use surveys to get
user feedback • Conduct field studies
to get info about actual use
• Check objectives using usability testing
Select the right tools.
Gather as much information as possible..
Use the details.
Use techniques to help users understand new concepts.
Show design alternatives.
First, gain confidence about the concept and navigation or interaction.
Then evaluate the feature set based on user scenarios.
30© 2009 EVANTAGE CONSULTING
9. Challenges for the Healthcare design process
… if this was not enough
31© 2009 EVANTAGE CONSULTING
Overall Constraints:• HIPPA laws (patient data, hospital privacy).• NDAs (Non disclosure signed with clients).• Competitive analysis difficult.
Project Plan:• Plan to work across multiple teams i.e., legal, product planning, etc.• Plan to change course during the project.• Plan for higher gratuities.
User Research:• Recruit the right participants.• Get companies internal recruiting team to use a screener.• Work around the participant’s schedule.
Technical Issues:• Not all systems have been updated.
9. Challenges for the Healthcare design process
32© 2009 EVANTAGE CONSULTING
10. Questions?
Thank You!Twitter id @SheetalDube