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Research & Design Methods, Mad*Pow - HxD2013

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RESEARCH AND DESIGN METHODS
IN HEALTHCARE
Michael Hawley
Megan Grocki
Adam Connor
@madpow

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THE CHALLENGE




                @hxdconf

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Observe /
                       Synthesize
Evaluate




            Create /
             Refine


                      ...

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Research & Design Methods, Mad*Pow - HxD2013

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Slides from Research & Design Methods presentation at HxD2013 with Megan Grocki and Michael Hawley.

Slides from Research & Design Methods presentation at HxD2013 with Megan Grocki and Michael Hawley.

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Research & Design Methods, Mad*Pow - HxD2013

  1. 1. RESEARCH AND DESIGN METHODS IN HEALTHCARE Michael Hawley Megan Grocki Adam Connor @madpow
  2. 2. THE CHALLENGE @hxdconf
  3. 3. Observe / Synthesize Evaluate 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 & VALIDATION Structured 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 out designer, just the door Steve Jobs didn’t make it look I know this We have market pretty do research, did good market he? well research @hxdconf
  7. 7. Copy Trends Why 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 as doing with great efficiency that which should not be done at all.” - Peter Drucker @hxdconf
  9. 9. RESEARCH IN HEALTHCARE Complexities 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 OUTPUT Personas and Scenarios & Design Motivations Stories Principles @hxdconf
  13. 13. Observe / Synthesize Evaluate Create / Refine @hxdconf
  14. 14. SYNTHESIZE: JOURNEY MODELS ICE BREAKING ê  Personas include a narrative, but sometimes we need more detail than a snapshot can show ê  Journey models help us write a narrative or illustrate a visual story of interactions and relationships @hxdconf
  15. 15. BRINGING THE AUDIENCE TO LIFE ICE 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 OUT ICE 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. REALITY ICE BREAKING ê  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 BREAKING ê  Create strategic vision prior to detailed design ê  Build consensus with stakeholders, showing opportunities across the ecosystem ê  Identify key interactions to prototype and test @hxdconf
  25. 25. HOW DO YOU MAKE A JOURNEY MODEL? ICE BREAKING ê  Identify the patients or users ê  Craft realistic scenarios ê  Develop the best template type ê  Review research & fill gaps ê  Create the journey map or model ê  Share and iterate (ongoing) ê  Don’t forget to use them! @hxdconf
  26. 26. WHAT DO YOU INCLUDE IN A JOURNEY? ICE BREAKING ê  Goals ê  Perceptions ê  Timeline ê  Motives ê  Emotions ê  Expectations ê  Touch Points ê  Audio ê  Actions ê  Video ê  Opportunities @hxdconf
  27. 27. TELLING THE STORY AND KEEPING THE JOURNEY ALIVE ICE BREAKING ê  Shout from the rooftops! ê  Display prominently in work areas ê  Invite the personas and their journey models to meetings ê  When new research is done, update the journey model @hxdconf
  28. 28. Observe / Synthesize Evaluate 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 Solution Solution Observe / Solution Synthesize Solution Evaluate Design 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 representation ê  Include Key Stakeholders! ê  6-20 people ê  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 MATERIALS ê  Personas ê  Scenarios ê  Design Principles ê  Business Goals ê  Materials: a timer, paper, black markers, tape, red & green pens, butcher paper @hxdconf
  38. 38. STARTING THE ACTIVITY ê  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 Ellipse Triangle 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=bPNyK7XTy6o THE AFTERMATH ê  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 / Synthesize Evaluate 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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