User Experience Research in Healthcare - HXR 2014 - Dan Berlin

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UX Research in Healthcare
is Easier Than You Think!
Dan Berlin
Experience Research Director, Mad*Pow
@banderlin dberlin@madpow.com

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Topics
What is user experience (UX) research?
What have we learned from usability research?
How you can get started… soon!

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What Is UX
Research?

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What does a usability
study look like?

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What does a usability
study look like?

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Device that I can’t
show you

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There’s a wide variety of
user experience methods

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What does
ethnography
look like?

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Moderators observe
behaviors and ask the
right questions

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UX Research is
Typically Qualitative

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UX Research is
Typically Directional

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Users do
strange things

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Who knows more about
the healthcare needs of
the elderly?

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Who knows more about the healthcare needs of the elderly?

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What happens
when you don’t
get input from
actual users?

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UX Research
studies aren’t…

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CLINICAL
TRIALS

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A Marketing Focus Group is NOT
User Experience Research

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Don’t need significant numbers to
make a significant difference

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Usability studies are qualitative
Posi*ve:
Users
were
able
to
find
the
“Buy
Now”
bu?on.
3
out
of
8
par*cipants
men*oned
that
the
picture
had
no
relevance
to
them.
Consider:
replacing
this
with
an
infographic
or
another
picture
that
may
draw
in
users.
6
out
of
8
par*cipants
men*oned
that
the
text
in
the
bu?ons
was
hard
to
read.
Consider:
increasing
the
contrast
of
the
text
to
ease
readability.

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Finding
Recommenda-on
Par*cipants
said
that
the
text
was
hard
to
read
Increase
the
contrast
of
the
text
Par*cipants
were
unable
to
locate
the
product;
they
said
they
expected
it
under
Products
&
Services
Move
XYZ
product
to
the
Product
&
Services
area
Par*cipants
were
unable
to
discern
the
top
from
the
bo?om
of
the
vial
Include
a
visual
cue
as
to
which
is
the
top
and
bo?om
of
the
vial
Par*cipants
were
able
to
figure
out
how
to
use
the
insulin
pump,
but
said
that
the
instruc*ons
were
very
hard
to
follow
Add
detail
throughout
the
instruc*on
manual
Typical Usability Study Results

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Incremental Usability vs. For FDA Submission

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Incremental Usability vs. For FDA Submission
• Small studies throughout the product lifecycle
• Qualitative; 5-8 participants per demographic
• Learn user needs and expectations and use
these to guide design
• Fewer, larger studies closer to product launch
• Quantitative and qualitative; >30 participants
• Validate that the product is indeed usable for
the target audience

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There’s a wide variety of
user experience methods

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Conducting user research WILL
inform you about:
How users think
about your product
How users
expect to interact
with your product

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What have we
learned during
usability studies?

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Make
information
pop

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Make
information
pop

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Make
information
pop

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Make
information
pop

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Mobile First,
Where Appropriate

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Mobile First, Where Appropriate

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Mobile First, Where Appropriate

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Companies ask their users to
do weird things

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Make information pop
Mobile first, where appropriate
Companies ask their users to do
weird things

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How you can get
started… SOON!

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Greatest Myth
in UX Research
for Healthcare

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Conduct
iterative
research

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User Experience
Research in the
Project Lifecycle
Formative
Interviews, call center, ethnography
Summative
Usability, diary studies, online assessments
Evaluative
Usability, card sorts, workshops, guerilla

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Bolster Qualitative with
Quantitative at the End

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Consider the
$300,000,000 button.
Why should
you do this?

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Just get your product in
front of customers and
watch them use it…
You may be surprised at what you see!

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Thank you!
Dan Berlin
@banderlin
dberlin@madpow.com