Field research (ethnographic research) is a vital first step when designing solutions for staff working in challenging environments. This includes healthcare staff, call centre workers, and other front-line staff. (Presentation by James Robertson at World Usability Day 2013 in Canberra, Australia.)

1. The importance of
field research when
designing for health
workers
James Robertson, Step Two Designs
jamesr@steptwo.com.au // @s2d_jamesr
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November 2013

2. “ In 2001, our first
intranet project was
with Hunter Health …
”
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3. store.steptwo.com.au
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4. You can’t deliver
effective solutions to
staff you haven’t
personally met
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5. Whatever you do,
don’t ask staff what
they want
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6. Stories are
powerful
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7. PART 1:
Conducting field
research
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8. Surveys
Focus groups
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9. Staff interviews
Workplace observation
Contextual inquiry
Other ethnographic techniques
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10. Staff interviews
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11. This is not a clipboardcarrying exercise
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12. Workplace
observation
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13. Step Two Designs (www.steptwo.com.au)
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14. “ Someone showed
me a crumpled piece
of paper …
”
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15. Contextual inquiry
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16. “ One person’s desk
was covered in
sticky notes …
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”
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17. Other ethnographic
techniques
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18. “ It’s not just about
nurses, it’s also linen,
food, HR …
”
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19. PART 2:
Simple solutions
can be very
effective
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20. Mayo Clinic
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21. Mayo Clinic
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22. Mayo Clinic
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23. PART 3:
Telling stories
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24. Stories are
powerful
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25. Stories articulate
needs and solutions
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26. Stories drive the
business case
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27. “ was a fictional
Maggie
87 year old lady …
”
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28. Field research is
essential in every
design project
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29. Healthcare
environments are
varied and
challenging
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30. Field research and
UX can save lives!
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November 2013

31. www.steptwo.com.au/papers
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Get in touch
Email: jamesr@steptwo.com.au
Twitter: @s2d_jamesr
Step Two Designs (www.steptwo.com.au)
November 2013