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Lorraine Chapman and I presented this material to a standing-room only crowd at the Healthcare Refactored conference (@HxRconf) on May 13, 2014.
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Lorraine Chapman!Elizabeth Bacon!
Healthcare Refactored ◦ May 2014!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
• Introduction • Personas • Ecosystems and Experience Maps
• Usage Scenarios
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Moving beyond what’s viable and feasible — ���let’s create desirable experiences!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Start with learning
Define problems before ideating solutions
Build so you can keep on learning…
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthcare app design is complex — but focusing on human journeys helps us integrate systems
When we recognize that people live & work in ecosystems that are traveling through time we can drive towards: • Consistency of experience • Clarity of purpose • Complete wellness
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
• Introduction
• Personas • Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Archetypes of actual users – each representing a cluster of users who share similar goals, behaviors, motivations, etc.
They also embody real-world contexts of use.
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
When we understand our users, we can:���
• Recognize their current obstacles • Innovate to remove friction and address their needs • Prioritize designs for chosen features • Unify design & development team efforts
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Qualitative method — don’t need a ton of data points
Cost & time considerations include: • Recruiting method • Number of participants • Incentives • Travel
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Common methods include: • Ethnographic style research • 1:1 Interviews • Diary studies
Not recommended: • Group research settings • Task analyses
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
If there’s absolutely no room for field research, “provisional” personas can be created from internal knowledge
Joyce !Product Manager!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
1. Define behavioral variables
2. Map each user data point
3. Observe repeated clustering
4. Reflect on “proto personas” 5. Refine, reduce, be specific
6. Add goals and more personality
7. Flesh out presentation
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
17 years nursing experience
• RN is responsible for developing appropriate care plans for her residents; assessing, diagnosing, planning, implementing and evaluating care plans to ensure quality of life
• Continuously monitoring for changes in the condition of her residents • Relies on PSWs for support • Provides updates and input to attending physicians about resident needs (e.g., how
they are doing on certain medications, etc.) • Meets and consults with family members
• Works shift work (day or night shift) and confers with other practitioners throughout the day. She is responsible for 30 residents, but has the assistance of a couple of PSWs to help her with the daily tasks of caring for her residents. Nevertheless she deals with a heavy workload and time constraints. Forms close bonds with her residents as they have been under her care for a while.
Goals!
Role Characteristics!
Context!Skills/Training/Experience!• University degree in Nursing. May have
certifications for nursing specialties, such as community health or psychiatric/mental health.
• May have worked in a hospital environment before moving to long-term care.
“You have to have that personal touch. It’s a personal job.”
41 years old – has worked in a hospital environment for most of her career, but moved to the long-term care facility about 3 years ago.
RN – Long Term Care Facility
• Provide compassionate and dignified care to residents; focused on fundamental needs of residents.
• Focused on caring for resident’s emotional, social and psychological needs as well as medical ones.
• Address resident needs as efficiently as possible to ensure quality of life
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Most important step: for your current project, classify each persona as either…
Primary Secondary Supplemental Served Negative
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
User Space
Primary
Secondary
Served
Negative
Secondary
Supplemental
Design Space
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
For a given release, you may prioritize one persona primary, another as secondary
• Do 90% for primary, add 10% for secondary • Select 75% stories for primary; 25% for secondary
And of course, you’re iterating! Next release, rebalance work : personas
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
A journey or experience map is a holistic view of all of the touchpoints or interactions people have around a product or service: the entire ecosystem of their experience.
It enables you to determine a number of key factors that are opportunities to innovate during the experience.
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
from RESEARCH
! Who is your user? Understand user groups ! What are the user’s motivations? ! What tools/artifacts do they use? ! Biggest influences on experience/decisions/goals? (ie. What
are the social interactions influencing tasks?) ! Modes of communication? ! User pain points/issues
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
1. Create inventory of touchpoints, activities, user motivations, etc. 2. Categorize touchpoints/activities into phases (affinity diagrams) 3. Categorize touchpoints/activities by user group 4. Decide what should be the focus of the map – ���
what are the key points/ideas to be conveyed? 5. Type of process: Linear, Cyclical, Combo, Non-linear, All over
the place? 6. Brainstorm and rough visualization 7. Map it! And iterate!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
• Usage Scenarios define an ideal vision of how users will use your app, site or service
• Requirements definition and communication tool for design & development team • Identify key tasks, contexts, data elements • Focus on WHAT, not HOW • Provide enough detail for tech team to spike out
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
May take many forms • Story boards • Conceptual flows • Text descriptions
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon Confidential 5/13/14 34
Tag assigned to patient by reception
Patient info gets passed to Application
Patient goes to new location (ex: waiting room, RAD, room on unit) - alert sent to notify of incoming patient
Somebody has to come to patient - Alert sent to specialist indicating patient waiting for something - specialist responds.
Care is provided and users may need to ‘touch’ App at various points to check assets needed, location or status of rooms, what equipment is in there or in proximity (ex: infusion pumps), check status of equip (in repair/due for maintenance), and proximity of other staff (ex: resp, rehab)
Last person to see patient requests badge OR patient disposes of badge as they leave.
(Pain point: badges get lost/forgot to hand in)
If patient is being discharged, this will trigger alerts to environmental services to clean room. App is updated to show room empty waiting for clean and track this as a metric. Note: Analyzer wants to know time between discharged - clean – occupied.
Badges are picked up and cleaned and put back in the cycle.
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Scenario Step! Customer Requirement !
Alexa is interested in finding somebody who can give her a massage tomorrow, Saturday, because her neck feels really tight after her cross-country flight.
Starting at Google, she enters “neck pain” and sees a list of results. Find Wellness displays itself as a directory of qualified practitioners.
Search engine optimization
She goes to look at Find Wellness, which has her “neck pain” query loaded into its search engine and automatically takes her to a list of practitioners with the most relevant modalities sorted to the top, all within 15 miles of her location.
Automatic query inputs Sortable search results ordered by relevancy
Alexa didn’t realize that a naturopath could help her problem. She likes the look of one in particular, and investigates her profile.
Practitioner profiles with pictures
She sees that she has a 5-star Yelp rating. Yelp ratings
Alexa clicks “Contact Practitioner” and is prompted to provide her current condition status. She sees that if she signs up, Find Wellness will help track her outcomes from a visit to a naturopath for neck pain.
Patient-recorded condition measures Patient-recorded outcome measures
After indicating the severity of her condition, she sees that she can reach out to the naturopath by email, phone, or investigate the practitioner’s website. She decides to send an email to get connected.
Contact capability via email and phone Display website address
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
The shift from Learning & Defining to Ideating requires strong cross-disciplinary collaboration…
• Define goals and assumptions • Multidisciplinary perspectives • Develop communication strategies • Collaborative iteration • Go outside the team to validate
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Process (wrench) icon designed by Mourad Mokrane from the Noun Project
Deliverable (box) icon designed by Ryan Beck from the Noun Project
