Design for the Caring Professions: TCUX Meetup April 11, 2016

1© 2016 EVANTAGE CONSULTING

Design for the Caring Professions

KAT JAYNEEVANTAGE CONSULTING

April, 2016


Kat JayneTitle: Senior UX Consultant

Other titles: UXPA-MN Past President, Librarian, Mentor, Mom

Evantage ConsultingEvantage is a business consultancy that helps organizations capitalize on change and how they interact with customers.

Introductions


Experiences

Interactions

Touchpoints

Procedures

SystemsSource: HBR | A Framework for Building Customer Experiences

Beginning “outside in” gives the customer a real seat at the table in designing the most effective experiences.

Methods• Observations

• Contextual inquiry

• Wish fulfillment exercises

• Co-creation workshops

• Prototype feedback sessions

Our customer-first, “outside-in” approach


DON’T JUST FIND THE ISSUES

GET A FULL SUBSCRIPTION


Framework for Users and Design

MINDSETMAKE A DIFFERENCE

ENVIRONMENTTHE CARDS ARE STACKED AGAINST YOU

EXPECTATIONSACCOUNTABLE TO MANY NEEDS


CARING PROFESSIONS

What society thinks I do

What I think I do What I actually doWhat clients think I do

How management sees what I do

What my boss thinks I do


The Mindset

Triage. Focus on high-priority cases, but don’t let anyone fall through the cracks.

Deadlines. Don’t drop the ball on routine stuff.

Time Spent vs Impact. It’s not the number of seconds, it’s the outcome of the work.

Chronology of Care. We’re just having one long conversation that twists and turns over time.

Make a difference!

FPO


Try It Out

Find a partner and learn about their MINDSET.

Sample questions• What’s the first thing you do each

day when you get to work? What about second? Why?

• What parts of work stick with you after you’ve gone home for the day?

• Tell me about the last time you“pitched a perfect game.”



The Environment

Frequent Interruptions. The phone rings and the whole day changes.

Missing Puzzle Pieces. Information is spread across the care team and stored in disparate systems.

Outdated Technology. Using ancient operating systems and browsers and lack control over technology choices.

Ineffective Training. Formal training is too high-level, impractical, and a nuisance. On-the-job training is short-lived at best.

The cards are stacked against you.


Try It Out

Learn about your partner’s ENVIRONMENT.

Sample questions• How’d you learn how to do your

job? How did that work out for you?

• If you could wave a magic wand and get rid of any work obstacle, what would it be?



The Expectations

Care professionals enter notes as a series of conversations, highlighting care plans, client goals, and assessment results.

Administrators want to easily monitor adherence to standards, get metrics such as cost/case.

Higher authorities need high-level overviews and access to critical documents.

Clients want progress reports written in lay terms.

Accountable to many needs.


Try It Out

Learn about your partner’s EXPECTATIONS.

Sample questions• Who is just before and just after

you in the information food chain?

• How is your work measured?

• How do others know how your work is going?



DESIGN GUIDELINES


Design for the Caring Professions

1. Make it easy to set priorities

When looking at the day ahead, users should be able to see at a glance what are the most critical and urgent tasks.

2. Help the routine work go quickly

Mundane tasks that don’t impact clients should be as efficient as possible so users can get back to more meaningful work.

3. Allow for flexibility in the face of change

As unexpected client needs cause plans and priorities to shift, users should be able to quickly redesign their day.

4. Simplify case noting and assessments

Documenting the myriad conversations that happen should be the easiest thing the user can do.

5. Provide multiple ways to access information

Different users with different needs and mindsets should all be able to find information in ways that make sense.

6. Facilitate information sharing and case collaboration

Users who are teaming up on a case should be able to use the application together and inform anyone else involved.

7. Create a sense of accomplishment

At the end of the day, week, or month users should feel like they did a lot more than just “tread water.”


Design Guidelines

1. Make it easy to set priorities

2. Help the routine work go quickly


Design Guidelines

3. Allow for flexibility in the face of change

4. Simplify case noting and assessments


Design Guidelines

5. Provide multiple ways to access info

7. Create a sense of accomplishment

6. Facilitate sharing and collaboration


Takeaways

An “outside in” approach to design helps us develop a rich empathy for our users.

Applications for caring professionals should fit the user’s heroic mindset, their chaotic environment, and the myriad expectations they face.

Design guidelines for this user group center around prioritization of work, simplicity of authoring, and flexibility of access.

✓

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For More Information

Read the white paper -- Helping Those Who Help Others: Design for the Caring Professions (available at: http://evantageconsulting.com/design-for-the-caring-professions.pdf )

Contact me -- @KatJayne or [email protected]

Contact Evantage --


212 Third Avenue North, Suite 400 I Minneapolis, MN 55401 612.677.0640 I evantageconsulting.com

http://evantageconsulting.com/design-for-the-caring-professions.pdf

http://evantageconsulting.com/design-for-the-caring-professions.pdf

mailto:[email protected]


Evantage Consulting

Evantage is a business consultancy that helps organizations capitalize on change and how they interact with customers.

With a deep focus in healthcare and consumer industries since 1999, Evantage has a legacy of driving business outcomes through unrelenting customer focus, digital expertise, and operations know-how.

Our clients engage us as proven partners in unraveling and solving strategic, customer experience, and operational challenges.

Customer Experience Design + Delivery

Strategic Advisory Services

OperationsDesign + Delivery



THANKS