Post on 20-May-2015
transcript
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UX Research in Healthcare is Easier Than You Think!
Dan Berlin
Experience Research Director, Mad*Pow
@banderlin dberlin@madpow.com
#HxR
Topics
What is user experience (UX) research?
What have we learned from usability research?
How you can get started… soon!
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What Is UX Research?
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What does a usability study look like?
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What does a usability study look like?
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Device that I can’t show you
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There’s a wide variety of user experience methods
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What does ethnography look like?
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Moderators observe behaviors and ask the right questions
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UX Research is Typically Qualitative
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UX Research is Typically Directional
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Users do strange things
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Who knows more about the healthcare needs of the elderly?
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Who knows more about the healthcare needs of the elderly?
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What happens when you don’t get input from actual users?
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UX Research studies aren’t…
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CLINICAL TRIALS
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A Marketing Focus Group is NOT User Experience Research
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Don’t need significant numbers to make a significant difference
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Usability studies are qualitative Posi*ve: Users were able to find the “Buy Now” bu?on.
3 out of 8 par*cipants men*oned that the picture had no relevance to them. Consider: replacing this with an infographic or another picture that may draw in users.
6 out of 8 par*cipants men*oned that the text in the bu?ons was hard to read. Consider: increasing the contrast of the text to ease readability.
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Finding Recommenda-on Par*cipants said that the text was hard to read Increase the contrast of the text
Par*cipants were unable to locate the product; they said they expected it under Products & Services
Move XYZ product to the Product & Services area
Par*cipants were unable to discern the top from the bo?om of the vial
Include a visual cue as to which is the top and bo?om of the vial
Par*cipants were able to figure out how to use the insulin pump, but said that the instruc*ons were very hard to follow
Add detail throughout the instruc*on manual
Typical Usability Study Results
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Incremental Usability vs. For FDA Submission
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Incremental Usability vs. For FDA Submission
• Small studies throughout the product lifecycle
• Qualitative; 5-8 participants per demographic
• Learn user needs and expectations and use these to guide design
• Fewer, larger studies closer to product launch
• Quantitative and qualitative; >30 participants
• Validate that the product is indeed usable for the target audience
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There’s a wide variety of user experience methods
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Conducting user research WILL inform you about: How users think about your product
How users expect to interact with your product
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What have we learned during usability studies?
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Make information pop
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Make information pop
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Make information pop
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Make information pop
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Mobile First, Where Appropriate
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Mobile First, Where Appropriate
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Mobile First, Where Appropriate
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Companies ask their users to do weird things
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Make information pop
Mobile first, where appropriate
Companies ask their users to do weird things
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How you can get started… SOON!
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Greatest Myth in UX Research for Healthcare
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Conduct iterative research
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User Experience Research in the Project Lifecycle
Formative Interviews, call center, ethnography
Summative Usability, diary studies, online assessments
Evaluative Usability, card sorts, workshops, guerilla
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Bolster Qualitative with Quantitative at the End
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Build Empathy for Your Users/Patients/Customers/Clients/Stakeholders
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Consider the $300,000,000 button.
Why should you do this?
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Just get your product in front of customers and watch them use it… You may be surprised at what you see!
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Thank you! Dan Berlin @banderlin dberlin@madpow.com