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HxRefactored - Mad*Pow - Dan Berlin

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#HxR UX Research in Healthcare is Easier Than You Think! Dan Berlin Experience Research Director, Mad*Pow @banderlin [email protected]
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Page 1: HxRefactored - Mad*Pow - Dan Berlin

#HxR  

UX Research in Healthcare is Easier Than You Think!

Dan Berlin

Experience Research Director, Mad*Pow

@banderlin [email protected]

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#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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#HxR  

What Is UX Research?

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#HxR  

What does a usability study look like?

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#HxR  

What does a usability study look like?

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#HxR  

Device that I can’t show you

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#HxR  

There’s a wide variety of user experience methods

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#HxR  

What does ethnography look like?

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#HxR  

Moderators observe behaviors and ask the right questions

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#HxR  

UX Research is Typically Qualitative

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#HxR  

UX Research is Typically Directional

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#HxR  

Users do strange things

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#HxR  

Who knows more about the healthcare needs of the elderly?

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#HxR  

Who knows more about the healthcare needs of the elderly?

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#HxR  

What happens when you don’t get input from actual users?

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#HxR  

UX Research studies aren’t…

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#HxR  

CLINICAL TRIALS

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#HxR  

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#HxR  

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#HxR  

A Marketing Focus Group is NOT User Experience Research

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#HxR  

Don’t need significant numbers to make a significant difference

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#HxR  

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#HxR  

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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#HxR  

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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#HxR  

Incremental Usability vs. For FDA Submission

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#HxR  

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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#HxR  

There’s a wide variety of user experience methods

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#HxR  

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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#HxR  

What have we learned during usability studies?

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#HxR  

Make information pop

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#HxR  

Make information pop

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#HxR  

Make information pop

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#HxR  

Make information pop

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#HxR  

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#HxR  

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#HxR  

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#HxR  

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#HxR  

Mobile First, Where Appropriate

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#HxR  

Mobile First, Where Appropriate

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#HxR  

Mobile First, Where Appropriate

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#HxR  

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#HxR  

Companies ask their users to do weird things

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#HxR  

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#HxR  

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#HxR  

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#HxR  

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#HxR  

Make information pop

Mobile first, where appropriate

Companies ask their users to do weird things

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#HxR  

How you can get started… SOON!

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#HxR  

Greatest Myth in UX Research for Healthcare

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#HxR  

Conduct iterative research

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#HxR  

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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#HxR  

Bolster Qualitative with Quantitative at the End

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#HxR  

Build Empathy for Your Users/Patients/Customers/Clients/Stakeholders

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#HxR  

Consider the $300,000,000 button.

Why should you do this?

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#HxR  

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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#HxR  

Thank you! Dan Berlin @banderlin [email protected]


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