One of the biggest barriers to realizing the benefits of the advancements in Health IT and the increased availability of health data is that systems and tools are often too complex to be useful to the demanding types of users (clinicians, researchers, decision-makers, policy-makers, consumers, etc). This presentation focuses on how to understand what Health IT users want and how they want it, and how to design and build tools and apps that actually get used. We describe how to build user experience (UX) into a wide range of technology projects to design and build more effective products and applications. IN THIS PRESENTATION YOU WILL LEARN: • The importance of understanding different user types • What we need to know about users to serve them well • What approaches and tactics can be used for UX research, prototyping, and design This presentation provides a framework for incorporating best practices for user experience into application development projects related to health data and health IT. PRESENTED BY: Courtney Clark Senior User Experience Designer Forum One (forumone.com) Joe Pringle Director of Health Socrata (socrata.com) *These slides are from a HIMSS NCA Lunch & Learn Webinar*

1. Month 00, YYYY User Experience for Health IT • February 25, 2015
and building stuff they can actually use
Understanding
YOUR AUDIENCES

2. Who We Are
COURTNEY CLARK
cclark@forumone.com
Senior User Experience Designer
703-894-4324
www.forumone.com
JOE PRINGLE
joe.pringle@socrata.com
Director of Health
202-747-0024
www.socrata.com

3. Today’s Objectives
Provide an overview of best practices for
better understanding your target
audiences, and using that understanding to
design tools and systems that are easier
for them to use.

4. Why Worry About Users?
+ = ?

5. Avoidable Mistakes
Steve Kroft
60 Minutes
I’m just kind of amazed that they’re building
this, what’s gonna be a multi-billion dollar
system for the Border Patrol, and nobody
asked the Border Patrol what they needed
or wanted, or what would be helpful . . . that’
s a pretty big mistake.
It’s a huge mistake, it’s a huge mistake.Mark Borkowski
Executive Director of the
Homeland Security Department’s
Secure Border Initiative
from Customers Included

6. Different Users Have Vastly
Different Needs
Researcher Physician Nurse Patient Decision-Maker

7. "User experience"
encompasses all aspects of
the end-user's interaction with
the company, its services,
and its products.
User Experience (UX) involves
a person's behaviors,
attitudes, and emotions
about using a particular
product, system or service.
User Experience (UX)
Definitions

8. USER EXPERIENCE
is how a person feels
when interfacing
with a system.

9. person feels interacting system
how a when with a

10. A great user
experience is...

11. Do you want your audiences:
to be enjoy
themselves
to be able
to use it
to navigate
to trust you
to return
to be able to
complete task

12. Design an
experience that
helps your audience
complete their task
without problems.

13. Design an
experience that
helps your audience
complete their task
without problems.
who
what
potential
issues

14. IDENTIFY YOUR AUDIENCES
Step 1

18. Physician
Laptop
Poor Connection
Floating Clinic
Sitting
Nurse
Tablet
Steady Connection
Operating Room
Standing
Patient
Tablet
? Connection
Home
Sitting, 1 hand

19. Language(s) Spoken
Terminology
Workflow / Other Tasks
Environment
Location of Use
Distractions
Education Level
Colleagues that will assist
Security and Logins
?

20. If you’re targeting
everyone, you’re
targeting no one.

21. OUTLINE AUDIENCE SPECIFICS
Step 2

22. Example
Personas

23. Personas may include:
The Basics
● name
● photo
● demographic info
● location
● tech savviness
● device usage
Behaviors
● motivation
● goals
● concerns
Scenarios
As a [audience type],
I want to [task]
so that I can [goal].

24. HHS Personas

25. It’s not about features.
We’re trying to
understand audience
circumstances first.

26. Farm to School
What would
Ann need?

27. Farm to School
What would
Ali need?

28. Farm to School
What does
Gail need?

29. Prioritize.
Prioritize.
Prioritize.

30. RESEARCH TACTICS & TOOLS
Step 3

32. Surveys
DO
● keep it short
(<15 questions)
● ask specific and open
ended questions
DON’T
● ask too many
questions
● focus on
preferences too
much
quantitative info, checking assumptions
GREAT FOR
LEVEL OF EFFORT

33. Analytics
DO
● install analytics
● look at trends over
months and years
● look at engagement
(time on page, depth
of visit, completion, etc)
● identify low time on
page, high bounce rate
DON’T
● expect answers
regarding “why”
qualitative info, current state, ID problem areas
GREAT FOR
LEVEL OF EFFORT

34. Interviews
DO
● ask open ended
questions
● ask scenarios when
they would use the
system
DON’T
● ask leading
questions
● ask about feature
preference
qualitative information, asking “How?” and “Why?”
GREAT FOR
LEVEL OF EFFORT
People can’t
verbalize what
they want.

35. Usability Testing
DO
● ask what them to
“think aloud”
● ask if they were able
to complete their task
● ask the same question
in multiple ways
DON’T
● instruct or help
● lead them
● tell them they
didn’t answer
correctly
evaluating the design or product
GREAT FOR
LEVEL OF EFFORT

36. Field Studies
DO
● go to the place where
they use the system
● observe and take notes
● be aware of
surrounding
environment
DON’T
● interrupt
● instruct or help
● draw attention to
specific issues
understanding environment, unmet needs
GREAT FOR
LEVEL OF EFFORT

37. USING THE RESEARCH
Step 4

38. Personas
HELP
● convey the user’s state
of mind
● the team understand
the audiences
● educate new
stakeholders
● provide an easy way to
check design decisions
outlining audience types
GREAT FOR
LEVEL OF EFFORT

39. Sketching
HELPS
● get ideas on the
page quickly
● collaboration with
your team
● work out solutions
early
generating and confirming ideas quickly
GREAT FOR
LEVEL OF EFFORT

40. Wireframes
HELP
● provide blueprints for
designers and
developers
● define the framework
and structure
● define page types
● you plan for content
creation
defining layout and hierarchy
GREAT FOR
LEVEL OF EFFORT

41. Prototypes
HELP
● clarify workflows
● get closer to the real
experience since you
can click-through
experiencing without full build
GREAT FOR
LEVEL OF EFFORT

42. Journey Maps
HELP
● identify online and
offline experiences
that are part of the
whole journey
● identify areas where
the user might be
derailed
outlining WHOLE experience
GREAT FOR
LEVEL OF EFFORT

43. PRIMARY GOALS OF
DELIVERABLES
Gain
Understanding
Confirm
Assumptions
Get Buy-in Clarify Design
Path

44. DON’T make
deliverable for the
sake of making a
deliverable.

45. GET STARTED!
Step NOW

46. It’s never too late.
No project is too small.

47. Think
Make
Check
ideation
surveys
interviews
field studies personas
wireframes
prototypes
journey maps
interaction designusability testing
analytics
a/b testing
START
MIDDLE
END

48. Some UX
is better than
no UX

49. TAKE AWAYS
If you remember
anything...
1. User Experience (UX) helps you
build the right thing for the right audiences.
2. Start by answering the question:
“What does our audience need?”
3. There are user experience research and tools
for every project stage.
4. Some UX is better than no UX.

50. Questions
& Answers

51. Resources
Usability.gov
http://www.usability.gov/
Boxes and Arrows
http://boxesandarrows.com/
UX Booth
http://www.uxbooth.com/
Jakob Nielsen’s Alertbox E-
Newsletter
http://www.nngroup.
com/articles/subscribe/
UX Meetups
http://www.meetup.com/User-
Experience-Professionals-Association-
DC-Chapter/
Don’t Make Me Think: A Common Sense
Approach to Web Usability
http://www.amazon.com/Dont-Make-
Think-Revisited-Usability/dp/0321965515
The User Experience Team of One
http://www.amazon.com/The-User-
Experience-Team-One/dp/1933820187

52. THANK YOU!
COURTNEY CLARK
cclark@forumone.com
Senior User Experience Designer
703-894-4324
www.forumone.com
JOE PRINGLE
joe.pringle@socrata.com
Director of Health
202-747-0024
www.socrata.com