Slides from the NUX Leeds talk: Witnessing health: impactful user research in the NHS with Rochelle Gold, User Researcher, NHS Digital This presentation will discuss approaches, challenges and barriers to conducting user research within health and how to overcome them. It will cover both clinician and patient user research and the value of being a ‘witness to experience’ and the impact that this can have. About Rochelle Rochelle Gold is a user researcher at NHS Digital. She has worked on a number of digital health services including NHS UK and the NHS e-referral service. Her work in the health space has focussed on a range of users from clinicians to patients. She previously led research for West Yorkshire Probation and is also experienced in research in social care and the private sector. Rochelle has also taught research methods at undergraduate level and has a background in occupational psychology.

1. Witnessing health
Impactful research in the NHS
presented by Rochelle Gold,
User Researcher

2. Outline
• Setting the scene
• Barriers
• Clinicians
• Patients
2

3. Setting the scene
• NHS context
• Paperless 2020
• Digital health relatively new
• Digital by choice
3

4. People
• Health service users
• Digital population
• Health and technology
workers
• New concepts – agile,
UCD, UX, UR
4
Health
service
users
Digital
population?

5. Questions
• What is digital health?
• Is digital health possible?
• Will the public use it?
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6. Barriers
• Research = clinical research
• Information security
• ‘Expert users’
• Money
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7. The sandwich
• 2 sides – patient and clinical
7
Digital
Service
Design
UX Design
&
Research

8. Research with clinical users: Go to them
8

9. Avoid clinician user testing in labs
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10. Immerse into their context
• Immerse into context
10

11. Use clinicians
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12. Patients: Focus on key groups
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13. Go to them
13

14. Support individual needs
14

15. Labs
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16. Be a witness
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17. Remember the purpose of your work
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18. No such thing as hard to reach users
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19. Contact
Email: rochelle.gold@NHS.net
Twitter: @RochelleLGold
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20. www.digital.nhs.uk
@nhsdigital
enquiries@nhsdigital.nhs.uk
0300 303 5678