1. Healthy Design
for People
Lorraine Chapman!
Elizabeth Bacon!
!
!
Healthcare Refactored ◦ May 2014!

2. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Agenda!
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios

3. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman & Elizabeth Bacon
Create engaging systems!
Moving beyond what’s viable and feasible —
let’s create desirable experiences!
Feasible
Viable
Desirable

4. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
UX Process: Principles of Design Thinking!
Start with learning
Define problems
before ideating
solutions
Build so you can
keep on learning…

5. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
UX Process: Overview!

6. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Challenges, opportunities!
Healthcare app design is complex — but focusing
on human journeys helps us integrate systems
When we recognize that people live work in ecosystems
that are traveling through time we can drive towards:
• Consistency of experience
• Clarity of purpose
• Complete wellness

7. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Agenda!
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!

8. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Personas!
Archetypes of actual users – each representing a cluster of
users who share similar goals, behaviors, motivations,
etc.
They also embody real-world contexts of use.

9. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Why personas?!
When we understand our users, we can:
•
Recognize their current obstacles
•
Innovate to remove friction and address their needs
•
Prioritize designs for chosen features
•
Unify design development team efforts

10. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Understanding context goals!

11. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Quick and inexpensive!
Qualitative method — don’t need a ton of data points
Cost time considerations include:
• Recruiting method
• Number of participants
• Incentives
• Travel

12. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
How research? !
Common methods include:
• Ethnographic style research
• 1:1 Interviews
• Diary studies
Not recommended:
• Group research settings
• Task analyses

13. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Provisional personas!
If there’s absolutely no room for field research, “provisional”
personas can be created from internal knowledge
Joyce!
Product Manager!

14. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Persona creation process…!
1. Define behavioral variables
2. Map each user data point
3. Observe repeated clustering
4. Reflect on “proto personas”
5. Refine, reduce, be specific
6. Add goals and more personality
7. Flesh out presentation

15. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example persona creation!

16. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example!
persona!

17. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example!
persona 2!
17 years nursing experience
• RN is responsible for developing appropriate care plans for her residents; assessing,
diagnosing, planning, implementing and evaluating care plans to ensure quality of life
• Continuously monitoring for changes in the condition of her residents
• Relies on PSWs for support
• Provides updates and input to attending physicians about resident needs (e.g., how
they are doing on certain medications, etc.)
• Meets and consults with family members
• Works shift work (day or night shift) and confers with other practitioners
throughout the day. She is responsible for 30 residents, but has the assistance of a
couple of PSWs to help her with the daily tasks of caring for her residents.
Nevertheless she deals with a heavy workload and time constraints. Forms close
bonds with her residents as they have been under her care for a while.
Goals!
Role Characteristics!
Context!
Skills/Training/Experience!
• University degree in Nursing. May have
certifications for nursing specialties, such as
community health or psychiatric/mental health.
• May have worked in a hospital environment
before moving to long-term care.
“You have to have that personal touch. It’s a personal job.”
41 years old – has worked in a hospital
environment for most of her career, but moved
to the long-term care facility about 3 years ago.
RN – Long Term Care Facility
• Provide compassionate and dignified care to residents; focused on fundamental
needs of residents.
• Focused on caring for resident’s emotional, social and psychological needs as well
as medical ones.
• Address resident needs as efficiently as possible to ensure quality of life

18. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Persona classification!
Most important step: for your current project, classify each
persona as either…
Primary
Secondary
Supplemental
Served
Negative

19. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Classifications visualized!
User Space
Primary
Secondary
Served
Negative
Secondary
Supplemental
Design Space

20. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Prioritize to manage your app!
For a given release, you may prioritize one
persona primary, another as secondary
• Do 90% for primary, add 10% for secondary
• Select 75% stories for primary; 25% for secondary
And of course, you’re iterating! Next release, rebalance
work : personas

21. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Agenda!
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!

22. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Why Journey/
Experience Maps?!
A journey or experience map is a holistic view of all of the
touchpoints or interactions people have around a product or
service: the entire ecosystem of their experience.
It enables you to determine a number of key factors that are
opportunities to innovate during the experience.

23. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
What you need to know first…!
from RESEARCH
§ Who is your user? Understand user groups
§ What are the user’s motivations?
§ What tools/artifacts do they use?
§ Biggest influences on experience/decisions/goals? (ie. What
are the social interactions influencing tasks?)
§ Modes of communication?
§ User pain points/issues

24. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
How? Ethnographic research!

25. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
How? Clinical workflow studies!

26. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
How? Understanding ecosystems!

27. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Experience map process…!
1. Create inventory of touchpoints, activities, user motivations, etc.
2. Categorize touchpoints/activities into phases (affinity diagrams)
3. Categorize touchpoints/activities by user group
4. Decide what should be the focus of the map –
what are the key points/ideas to be conveyed?
5. Type of process: Linear, Cyclical, Combo, Non-linear, All over
the place?
6. Brainstorm and rough visualization
7. Map it! And iterate!

28. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example: Experience Map!

29. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Zooming in!

30. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Agenda!
• Introduction
• Personas
• Ecosystems and Experience Maps
• Usage Scenarios
Method! Output!

31. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Usage scenarios!
• Usage Scenarios define an ideal vision of how users will
use your app, site or service
• Requirements definition and communication
tool for design development team
• Identify key tasks, contexts, data elements
• Focus on WHAT, not HOW
• Provide enough detail for tech team to spike out

32. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Forms of scenarios!
May take many forms
• Story boards
• Conceptual flows
• Text descriptions

33. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example storyboard scenario!

34. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Confidential 5/29/14 34
Example conceptual flow scenario !
Tag assigned to patient
by reception
Patient info gets passed
to Application
Patient goes to new
location (ex: waiting
room, RAD, room on
unit) - alert sent to
notify of incoming
patient
Somebody has to come
to patient - Alert sent
to specialist indicating
patient waiting for
something - specialist
responds.
Care is provided and
users may need to
‘touch’ App at
various points to
check assets needed,
location or status of
rooms, what
equipment is in there
or in proximity (ex:
infusion pumps),
check status of equip
(in repair/due for
maintenance), and
proximity of other
staff (ex: resp, rehab)
Last person to see
patient requests badge
OR patient disposes of
badge as they leave.
!
(Pain point: badges get
lost/forgot to hand in)
If patient is being
discharged, this will
trigger alerts to
environmental services
to clean room.App is
updated to show room
empty waiting for clean
and track this as a
metric. Note:Analyzer
wants to know time
between discharged -
clean – occupied.
Badges are picked up
and cleaned and put
back in the cycle.

35. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example textual scenario!
Scenario Step! Customer Requirement!
Alexa is interested in finding somebody who can give her a massage tomorrow,
Saturday, because her neck feels really tight after her cross-country flight.
Starting at Google, she enters “neck pain” and sees a list of results. Find Wellness
displays itself as a directory of qualified practitioners.
Search engine optimization
She goes to look at Find Wellness, which has her “neck pain” query loaded into its
search engine and automatically takes her to a list of practitioners with the most
relevant modalities sorted to the top, all within 15 miles of her location.
Automatic query inputs
Sortable search results ordered by relevancy
Alexa didn’t realize that a naturopath could help her problem. She likes the look of one
in particular, and investigates her profile.
Practitioner profiles with pictures
She sees that she has a 5-starYelp rating.
Yelp ratings
Alexa clicks “Contact Practitioner” and is prompted to provide her current condition
status. She sees that if she signs up, Find Wellness will help track her outcomes from a
visit to a naturopath for neck pain.
Patient-recorded condition measures
Patient-recorded outcome measures
After indicating the severity of her condition, she sees that she can reach out to the
naturopath by email, phone, or investigate the practitioner’s website. She decides to
send an email to get connected.
Contact capability via email and phone
Display website address

36. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example design result!

37. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example continued!

38. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Collaboration with stakeholders!
The shift from Learning Defining to Ideating
requires strong cross-disciplinary
collaboration…
• Define goals and assumptions
• Multidisciplinary perspectives
• Develop communication strategies
• Collaborative iteration
• Go outside the team to validate

39. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Thank you —!
let’s keep talking!!
Liz Bacon:
liz@deviseconsulting.com
@ebacon
Lorraine Chapman:
lorraine@macadamian.com
@lorchapman

40. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Credits!
Process (wrench) icon designed by Mourad Mokrane from the Noun Project
Deliverable (box) icon designed by Ryan Beck from the Noun Project

41. Healthy Design for People ◦ Healthcare Refactored, May 2014 ◦ Lorraine Chapman Elizabeth Bacon
Example Journey Map!