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RESEARCH AND DESIGN METHODSIN HEALTHCAREMichael HawleyMegan GrockiAdam Connor@madpow
THE CHALLENGE                @hxdconf
Observe /                       SynthesizeEvaluate            Create /             Refine                                 ...
OBSERVE/EVALUATE: USER RESEARCH    FOUNDATIONAL &                        TESTING &    INSPIRATIONAL                       ...
USABILITY TESTING & VALIDATIONStructured analyses for uncovering user experience considerations.•  Applies to many stages ...
FOUNDATIONAL RESEARCH                                            We’ve just got to You’re the                             ...
Copy TrendsWhy Research? Design is Decision Making                                   Experiment, Learn and                ...
FOUNDATIONAL RESEARCH“There is surely nothing quite so useless asdoing with great efficiency that which should notbe done ...
RESEARCH IN HEALTHCAREComplexities and interconnectedness challenge designers.•  Layers of coordination for care, billing,...
STEP 1: WHAT QUESTION ARE YOU ANSWERING? User      Task/       Concept   Business   Usability          Workflow           ...
Step 2: WHAT METHOD TO USE?                       http://www.useit.com/alertbox/user-research-methods.html                ...
RESEARCH OUTPUTPersonas and      Scenarios &   DesignMotivations       Stories       Principles                           ...
Observe /                       SynthesizeEvaluate            Create /             Refine                                 ...
SYNTHESIZE: JOURNEY MODELSICE BREAKING ê  Personas include a narrative, but     sometimes we need more detail than     a ...
BRINGING THE AUDIENCE TO LIFEICE BREAKING ê  It’s not just about a couple of interactions or     opportunities, it’s abou...
OUTSIDE –IN, NOT INSIDE OUTICE BREAKING                              @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
WHAT IS A JOURNEY MODEL?ICE BREAKING                           @hxdconf
POTENTIAL VS. REALITYICE BREAKINGê  Howit could be  (happy path)ê  How      it really is  (more realistic path)         ...
HOW ARE JOURNEY MODELS USED?ICE BREAKINGê  Create         strategic vision prior to  detailed designê  Build       conse...
HOW DO YOU MAKE A JOURNEY MODEL?ICE BREAKINGê  Identify   the patients or usersê  Craft   realistic scenariosê  Develop...
WHAT DO YOU INCLUDE IN A JOURNEY?ICE BREAKINGê    Goals           ê    Perceptionsê    Timeline        ê    Motivesê ...
TELLING THE STORY AND KEEPING THE JOURNEY ALIVEICE BREAKING ê  Shout from the rooftops!ê    Display prominently in work ...
Observe /                       SynthesizeEvaluate            Create /             Refine                                 ...
Solution                 Solution              Solution                   Solution   Solution                 Solution    ...
CHALLENGES…ê    Getting agreement on which concepts to refine, eliminate, and      eventually which to choose, can take a...
Solution         Solution                                                                 Solution          Solution      ...
Sketch  Present  Critique                              @hxdconf
Sketch  Present  Critique                              @hxdconf
Sketch  Present  Critique                              @hxdconf
Sketch  Present  Critique                              @hxdconf
WHO’S INVITED?ê    Cross functional representationê    Include Key Stakeholders!ê    6-20 peopleê    Participants are ...
http://www.john.do/blog/wp-content/uploads/2010/08/mouse-trap-1.jpg  THE SETUP  FOUNDATION AND MATERIALSê    Personasê  ...
STARTING THE ACTIVITYê    Each group is assigned a scenario and corresponding scenario.ê    Groups may work on the same ...
@adamconnor @hxdconf
Rectangle   EllipseTriangle     Wavy Line                         @adamconnor @hxdconf
@hxdconf
@hxdconf
3 ROUNDS (CHARRETTES)1   WHAT HAPPENS    Individuals sketch as    many ideas as they can                               2  ...
CRITIQUE HELPS PARTICIPANTS TO…ê    Analyze ideas against the personas, scenarios, goals and      principles that frame t...
http://www.youtube.com/watch?feature=player_embedded&v=bPNyK7XTy6oTHE AFTERMATHê    Identify and discuss common      them...
FROM SKETCH TO FINAL DESIGN                              @hxdconf
DESIGN STUDIO BENEFITS…ê    Good ideas can come from anywhere. With Design Studio we get      more of them.ê    It helps...
Observe /                       SynthesizeEvaluate            Create /             Refine                                 ...
THANK YOU                                             Michael Hawley                                             Chief Des...
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  1. 1. RESEARCH AND DESIGN METHODSIN HEALTHCAREMichael HawleyMegan GrockiAdam Connor@madpow
  2. 2. THE CHALLENGE @hxdconf
  3. 3. Observe / SynthesizeEvaluate Create / Refine @hxdconf
  4. 4. OBSERVE/EVALUATE: USER RESEARCH FOUNDATIONAL & TESTING & INSPIRATIONAL VALIDATION •  Ethnography, Contextual Inquiry, •  Usability Testing, Desirability Testing Interviewing •  Identifies user experience •  Informs overall design direction considerations and guides design and aligns teams @hxdconf
  5. 5. USABILITY TESTING & VALIDATIONStructured analyses for uncovering user experience considerations.•  Applies to many stages of design lifecycle•  Informs product roadmap•  Generates actionable feedback•  Builds awareness of user-centered approach @hxdconf
  6. 6. FOUNDATIONAL RESEARCH We’ve just got to You’re the get this thing outdesigner, just the door Steve Jobs didn’tmake it look I know this We have market pretty do research, did good market he? well research @hxdconf
  7. 7. Copy TrendsWhy Research? Design is Decision Making Experiment, Learn and Adjust Intuition or Preferences Informed by Research @hxdconf
  8. 8. FOUNDATIONAL RESEARCH“There is surely nothing quite so useless asdoing with great efficiency that which should notbe done at all.”- Peter Drucker @hxdconf
  9. 9. RESEARCH IN HEALTHCAREComplexities and interconnectedness challenge designers.•  Layers of coordination for care, billing, compliancy, privacy•  Best of intentions to develop an app or product may prove ineffective when considering entirety of experience @hxdconf
  10. 10. STEP 1: WHAT QUESTION ARE YOU ANSWERING? User Task/ Concept Business Usability Workflow @hxdconf
  11. 11. Step 2: WHAT METHOD TO USE? http://www.useit.com/alertbox/user-research-methods.html @hxdconf
  12. 12. RESEARCH OUTPUTPersonas and Scenarios & DesignMotivations Stories Principles @hxdconf
  13. 13. Observe / SynthesizeEvaluate Create / Refine @hxdconf
  14. 14. SYNTHESIZE: JOURNEY MODELSICE BREAKING ê  Personas include a narrative, but sometimes we need more detail than a snapshot can showê  Journey models help us write a narrative or illustrate a visual story of interactions and relationships @hxdconf
  15. 15. BRINGING THE AUDIENCE TO LIFEICE BREAKING ê  It’s not just about a couple of interactions or opportunities, it’s about the big picture, over the course of time ê  It’s easy to get lost in data and demographics, but don’t forget about the “soft” elements ê  See the whole story, not just one key glamour shot span numerous channels. @hxdconf
  16. 16. OUTSIDE –IN, NOT INSIDE OUTICE BREAKING @hxdconf
  17. 17. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  18. 18. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  19. 19. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  20. 20. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  21. 21. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  22. 22. WHAT IS A JOURNEY MODEL?ICE BREAKING @hxdconf
  23. 23. POTENTIAL VS. REALITYICE BREAKINGê  Howit could be (happy path)ê  How it really is (more realistic path) Source: Andrea Resmini & Dan Willis @hxdconf
  24. 24. HOW ARE JOURNEY MODELS USED?ICE BREAKINGê  Create strategic vision prior to detailed designê  Build consensus with stakeholders, showing opportunities across the ecosystemê  Identify key interactions to prototype and test @hxdconf
  25. 25. HOW DO YOU MAKE A JOURNEY MODEL?ICE BREAKINGê  Identify the patients or usersê  Craft realistic scenariosê  Develop the best template typeê  Review research & fill gapsê  Create the journey map or modelê  Share and iterate (ongoing)ê  Don’t forget to use them! @hxdconf
  26. 26. WHAT DO YOU INCLUDE IN A JOURNEY?ICE BREAKINGê  Goals ê  Perceptionsê  Timeline ê  Motivesê  Emotions ê  Expectationsê  Touch Points ê  Audioê  Actions ê  Videoê  Opportunities @hxdconf
  27. 27. TELLING THE STORY AND KEEPING THE JOURNEY ALIVEICE BREAKING ê  Shout from the rooftops!ê  Display prominently in work areasê  Invite the personas and their journey models to meetingsê  When new research is done, update the journey model @hxdconf
  28. 28. Observe / SynthesizeEvaluate Create / Refine @hxdconf
  29. 29. Solution Solution Solution Solution Solution Solution Solution Solution Solution @hxdconf
  30. 30. CHALLENGES…ê  Getting agreement on which concepts to refine, eliminate, and eventually which to choose, can take a very long time.ê  Never enough time and money to fully flesh out and evaluate every idea with users.ê  As projects progress, new requirements and constraints often emerge.ê  Late involvement from key stakeholders can disrupt flow and restart “What if…” thinking. aka: Swoop-n-poop @hxdconf
  31. 31. Solution Solution Solution Solution Observe / Solution Solution Synthesize Solution Evaluate SolutionDesign Studio = + Create / Refine Solution @hxdconf
  32. 32. Sketch  Present  Critique @hxdconf
  33. 33. Sketch  Present  Critique @hxdconf
  34. 34. Sketch  Present  Critique @hxdconf
  35. 35. Sketch  Present  Critique @hxdconf
  36. 36. WHO’S INVITED?ê  Cross functional representationê  Include Key Stakeholders!ê  6-20 peopleê  Participants are divided into balanced teams of 3-6 people. @hxdconf
  37. 37. http://www.john.do/blog/wp-content/uploads/2010/08/mouse-trap-1.jpg THE SETUP FOUNDATION AND MATERIALSê  Personasê  Scenariosê  Design Principlesê  Business Goalsê  Materials: a timer, paper, black markers, tape, red & green pens, butcher paper @hxdconf
  38. 38. STARTING THE ACTIVITYê  Each group is assigned a scenario and corresponding scenario.ê  Groups may work on the same or different scenarios and personas based on the goals and time constraints of the workshop.ê  For each scenario groups will sketch, present, critique and refine their design ideas over the course of 3 rounds. @hxdconf
  39. 39. @adamconnor @hxdconf
  40. 40. Rectangle EllipseTriangle Wavy Line @adamconnor @hxdconf
  41. 41. @hxdconf
  42. 42. @hxdconf
  43. 43. 3 ROUNDS (CHARRETTES)1 WHAT HAPPENS Individuals sketch as many ideas as they can 2 WHAT HAPPENS Individuals sketch 1 idea in 5-8 minutes based on 3 WHAT HAPPENS Teams collaboratively sketch 1 idea for 20-25 come up with in 5-8 ideas and critique shared minutes based on the minutes. in the previous charrette. previous 2 charrettes. WHY WHY WHY Generate as many ideas Allow individuals to form Understand how groups as possible without time their own conclusions on compromise and where for over-analyzing. the strongest ideas. consensus has surfaced. @hxdconf
  44. 44. CRITIQUE HELPS PARTICIPANTS TO…ê  Analyze ideas against the personas, scenarios, goals and principles that frame the project.ê  Collectively identify which ideas are most important in creating an effective design.ê  Avoid group-think, design-by-committee and preferential based decision making. @hxdconf
  45. 45. http://www.youtube.com/watch?feature=player_embedded&v=bPNyK7XTy6oTHE AFTERMATHê  Identify and discuss common themes, patterns and components.ê  Document and open questions and assumptions.ê  Collect all of the sketches.ê  Regroup the design team to consolidate into one core concept. @hxdconf
  46. 46. FROM SKETCH TO FINAL DESIGN @hxdconf
  47. 47. DESIGN STUDIO BENEFITS…ê  Good ideas can come from anywhere. With Design Studio we get more of them.ê  It helps build a shared understanding of the problem space and different perspectives individual team members have of it.ê  It surfaces key considerations and requirements early in the design process.ê  It speeds up the design timeline in a project by building consensus faster than the traditional process.ê  Builds a shared sense of ownership and collaboration in the creation of the solution. @hxdconf
  48. 48. Observe / SynthesizeEvaluate Create / Refine @hxdconf
  49. 49. THANK YOU Michael Hawley Chief Design Officer @hawleymichael Megan Grocki Experience Design Director @megangrocki Adam Connor Experience Design Director @adamconnor @hxdconf
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