Upload
tim-merrill
View
174
Download
0
Tags:
Embed Size (px)
Citation preview
Coping with Complexityin Health Care
Enabling Sense-making through Great UX
medullan
DI G I TA L . H E A LT H. I NNOVAT I ON . F OR BE TT E R L I V E S .
#AskMedullan
Rebecca LordDirector, UX
Tim MerrillSr. Manager, UX
Rob GiffordSr. Associate,
UX
Who Are We?
Innovation forbetter lives
Improve the healthcare experience by designing and developing solutions which engage healthcare consumers and facilitate business transformation
Our mission:
ProductStrategy
UX/UI Design& Testing
Technology Implementation
What Do We Do?
We design solutions that engageusers across the healthcare spectrum through:
Healthcare
Healthcare is huge.
17%of all money made in U.S.comes from healthcare
Complexity in Healthcare
It effects us at every point of our lives..
Financially Well-being
Complexity in Healthcare
Trends converging
Advancementsin Science
PolicyNew
Technology
Users
Highlyregulated
Legacysystems
It’s confusing.
Insurance coveragePatient outcomes
Care management
Clinical research
WellnessManaging chronic conditions
UX can help people feel empowered
UX+ =Empathy Systems thinking Psychology
Information design
Let’s dig into a few ways UX can solve health care complexity:
Making decisions about health coverage
Making sense of medical information
Taking advantage of the sea of health data
1
2
3
And how?
Experience models and frameworks
Familiar design patterns
Cognitive computing
1
2
3
Complex Health Coverage Decisions
Rob Gifford
Meet Amy…
26 years old
She just finished her Master of Social Work Degree
Landed a job at a local non-profit
First full-time job with benefits
Well, sort of…
Rather than offering traditional benefits, Amy’s employer is offeringhealth coverage through a Health Insurance Exchange
Health insurance exchanges are marketplaces for health plans.
Millions of employees are now receiving coverage through public and private exchange.
Health exchanges explained
That’s great for employees, right?
Employers love exchanges because they make costs predictableand provide plenty of options for employees.
Health exchanges explained
More choices often lead to more anxiety & regret and lower satisfaction.
The Paradox of Choice
Unlike porridge and jam,health insurance is complex.
Amy’s Paradox
She’s being tasked to pick the option that will lead to the right level of coverage for her.
More options = more confusion & potential regret
Traditional decision theory says the most accurate decisions are made using a weighted-additive approach
How do does Amy decide?
Plans differ on a variety of attributes
• Co-pay• Deductibles• Co-insurance• Out-of-pocket max• Amount of providers • In-network vs. out-of-
network costs
Insurance plans are complicated
This is Amy’s first job with benefits
Things are starting to get complicated…
Which attributes are important?
There is a lot of uncertainty.
Currently, Amy is not in the happy quadrant.
How UX can help
How do we move her?
Abili
ty d
eci
sion m
ake
r
Simplicity of choice
Decision Complexity
Educate her about which attributes of insurance plans are most important and remove irrelevant data
Design information so that important plan attributes of a decision areprominently displayed
How UX can help
1
How UX can help
Ask Amy about her health care needs in plain language and analyze our plans for her.
2
Using our knowledge of her, we can narrow down plans to a few meaningful options framed in a logical order.
How UX can help
3
We can format plan information to facilitate clear comparison between plan attributes that matter most
How UX can help
4
By employing these techniques, we simplified Amy’s choice and empower her with a better understanding of her options. A
bili
ty d
eci
sion m
ake
r
Simplicity of choice
Decision Complexity
How UX can help
A High Deductible Plan with an Health Savings Account
Why? She's relatively young and has few health conditions. It’s the most affordable option while also insuring she was prepared in case anything did happen.
What did Amy decide?
Amy can have confidence in her choice.She also has a few extra dollars each month
to pay for her vacation (she’ll need it).
Making Sense ofMedical Information
Rebecca Lord
Complex medical information
surrounds us
Making sense of it is challenging, yet people need to make important decisions, potentially life changing decisions, based on this information
And it’s not getting any
simpler
Full genome sequencing is becoming readily available and more popular
It provides a map of your unique makeup and finds variations that may cause disease or affect your risk for disease
Photo by Mario Tama/Getty Images
Our Challenge in UX…
Make complex medical information understandable, meaningful, and actionable.
Meet Jack…
Works for a software company in business development
Married with two kids
Loves running and getting outside
Generally healthy guy
Jack decided to have his full genome sequenced two years ago. Why?
Know thyself. He wanted a better understanding of who he was from a health perspective.
“Is there something I can be doing to take better care of myself that I’m not aware of?”
Also, geeky curiosity. Jack has a masters in chemistry and is passionate about the trends in genomic diagnostics.
Jack was excited when his results came in…
Particularly since he could view them on his iPad!
But…
When he logged in, Jack was left feeling confused and frustrated.
Primary screens don’t support confident exploration
Interactive visualizations too complicated to comprehend
Libraries of educational material too technical to understand
No tools to facilitate connection and collaboration
Despite the bad UX…
Jack learned a few things.
Seriously, after many hours of exploring his genome, Jack learned:
He has a variant on SCN5A gene which is associated with Romano-Ward syndrome.
A common symptom is light-headedness during intense exercise.
This explains why:
Jack passed out a mile from the finish line at the Boston Marathon a few years ago.
This surprising information gaveJack a sense of relief and motivated him to change…
He only competes in shorter road races — half-marathons are just fine!
And always runs with friends, just in case.
Remember, Jack is special…
He’s got a masters in chemistry
He’s familiar with and passionate about genomics
He’s already pretty healthy
We’re not all chemists and for many people, seeing their genomic results will be emotionally charged.How can we make this a better experience?
We’ve already got the tools
Familiar design patterns and principles can transform the experience of consuming complex medical information
Design for real people,
not scientists
Tool tipsAuto-suggestSorting & filtering
Support confident exploration and
learning
SearchFaceted navigationPersonalized spotlighting
Create a sense of community and
support
ForumsDirect & group messagingIntroductions & connectionsDonation tools
Enable continued learning and collaboration
Bookmarks Notebooks/boardsSocial sharing
Using familiar design patterns and principles can transform
the experience of consuming
complex medical information.
Cognitive ComputingActionable Insights
from a Sea of Medical Data
Tim Merrill
Promote healthy behaviors
Improve patient outcomes
Improve quality of care
Reduce costs
Reduce re-admissions
Challenging Themes in Healthcare
Help people makebetter decisions
Staggering amount of data
at our fingertips
How do we help people make sense?
Traditional Analytics?
The Dawn of Cognitive Computing
Cognitive computing is the simulation of human thought
processes in a computerized model.
Deep data mining
Unstructured data processing, including natural language and images
Awareness of context
What does that mean?
Sounds awesome. And yet entirely impractical
for my project.
Nope.
‹#›page© Medullan Inc.
What can Watson do now?
Understand the relationship between speech patterns and known personality traits
Explore tradeoffs when faced with multiple dimensions of important data
Provide a natural language question and answer service
What can Watson do for healthcare?
Radiology andCardiology:
Medical Sieve
CaféWell:Watson helps
patients get health and
wellness information
Watson helps doctors diagnose and treat cancer patients
Watsonvs.
Cancer
Now it’s your turn.
Cognitive computingis a powerful tool
for your UX toolbelt.
Watson’s Available Services (APIs)
ConceptExpansion
PersonalityInsights
ConceptInsights
MessageResonance
RelationshipExtraction
TradeoffAnalytics
VisualizationRendering
Question andAnswer
VisualRecognition
Speech toText
Text toSpeech
LanguageIdentification
MachineTranslation
Personality InsightsDemo
• Play: https://github.com/watson-developer-cloud
• Find a good problem to solve
• Gather the right data sources
• Train it on the data - build a “corpus”
• Design the interface
• Plan for feedback loop
How do I use it?
Wrap up
Great UX solves real problems in health care:
Making decisions about health coverage
Making sense of medical information
Taking advantage of the sea of health data
1
2
3
And how?
Experience models and frameworks
Familiar design patterns
Cognitive computing
1
2
3
Thank you
#AskMedullan
• Watson APIs: http://www.ibm.com/smarterplanet/us/en/ibmwatson/developercloud/services-catalog.html
• Healthcare questions demo (https://watsonhealthqa.mybluemix.net/)
• Gallery: http://www.ibm.com/smarterplanet/us/en/ibmwatson/developercloud/gallery.html
• Open Source Github Resources: https://github.com/watson-developer-cloud
• http://aws.amazon.com/machine-learning/details/
Resources