Research and Design Methods - HxD2013

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

@hxdconf THE CHALLENGE

@hxdconf Synthesize Create / Refine Observe / Evaluate

@hxdconf OBSERVE/EVALUATE: USER RESEARCH TESTING & VALIDATION •  Usability Testing,
Desirability Testing •  Identifies user experience considerations and guides design FOUNDATIONAL & INSPIRATIONAL •  Ethnography, Contextual Inquiry, Interviewing •  Informs overall design direction and aligns teams

@hxdconf •  Applies to many stages of design lifecycle • 
Informs product roadmap •  Generates actionable feedback •  Builds awareness of user-centered approach USABILITY TESTING & VALIDATION Structured analyses for uncovering user experience considerations.

@hxdconf FOUNDATIONAL RESEARCH We have market research I know this
market pretty well We’ve just got to get this thing out the door You’re the designer, just make it look good Steve Jobs didn’t do research, did he?

@hxdconf Why Research? Design is Decision Making Copy Trends Experiment,
Learn and Adjust Intuition or Preferences Informed by Research

@hxdconf 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 •  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 RESEARCH IN HEALTHCARE Complexities and interconnectedness challenge designers.

@hxdconf STEP 1: WHAT QUESTION ARE YOU ANSWERING? Concept Business
Task/ Workflow Usability User

@hxdconf Step 2: WHAT METHOD TO USE? http://www.useit.com/alertbox/user-research-methods.html

@hxdconf RESEARCH OUTPUT Personas and Motivations Scenarios & Stories Design
Principles

@hxdconf ICE BREAKING SYNTHESIZE: JOURNEY MODELS 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 ICE BREAKING BRINGING THE AUDIENCE TO LIFE 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 ICE BREAKING OUTSIDE –IN, NOT INSIDE OUT

@hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

@hxdconf ICE BREAKING Source: Andrea Resmini & Dan Willis ê 
How it could be (happy path) ê  How it really is (more realistic path) POTENTIAL VS. REALITY

@hxdconf ICE BREAKING HOW ARE JOURNEY MODELS USED? 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 ICE BREAKING HOW DO YOU MAKE A JOURNEY MODEL?
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 ICE BREAKING WHAT DO YOU INCLUDE IN A JOURNEY?
ê  Goals ê  Timeline ê  Emotions ê  Touch Points ê  Actions ê  Opportunities ê  Perceptions ê  Motives ê  Expectations ê  Audio ê  Video

@hxdconf ICE BREAKING TELLING THE STORY AND KEEPING THE JOURNEY
ALIVE 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 Solution Solution Solution Solution Solution Solution Solution Solution Solution

@hxdconf 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 CHALLENGES…

@hxdconf Design Studio = + Synthesize Create / Refine Observe
/ Evaluate Solution Solution Solution Solution Solution Solution Solution Solution Solution

@hxdconf Sketch Present Critique  

@hxdconf ê  Cross functional representation ê  Include Key Stakeholders! ê 
6-20 people ê  Participants are divided into balanced teams of 3-6 people. WHO’S INVITED?

@hxdconf http://www.john.do/blog/wp-content/uploads/2010/08/mouse-trap-1.jpg ê  Personas ê  Scenarios ê  Design Principles ê 
Business Goals ê  Materials: a timer, paper, black markers, tape, red & green pens, butcher paper THE SETUP FOUNDATION AND MATERIALS

@hxdconf 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. STARTING THE ACTIVITY

@hxdconf @adamconnor

@hxdconf @adamconnor Rectangle Ellipse Triangle Wavy Line

@hxdconf

@hxdconf WHAT HAPPENS Individuals sketch 1 idea in 5-8 minutes
based on ideas and critique shared in the previous charrette. WHY Allow individuals to form their own conclusions on the strongest ideas. 1 2 WHAT HAPPENS Teams collaboratively sketch 1 idea for 20-25 minutes based on the previous 2 charrettes. WHY Understand how groups compromise and where consensus has surfaced. 3 3 ROUNDS (CHARRETTES) WHAT HAPPENS Individuals sketch as many ideas as they can come up with in 5-8 minutes. WHY Generate as many ideas as possible without time for over-analyzing.

@hxdconf 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. CRITIQUE HELPS PARTICIPANTS TO…

@hxdconf THE AFTERMATH http://www.youtube.com/watch?feature=player_embedded&v=bPNyK7XTy6o 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 FROM SKETCH TO FINAL DESIGN

@hxdconf 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. DESIGN STUDIO BENEFITS…

@hxdconf THANK YOU Megan Grocki Experience Design Director @megangrocki Michael
Hawley Chief Design Officer @hawleymichael Adam Connor Experience Design Director @adamconnor

Research and Design Methods - HxD2013

Research and Design Methods - HxD2013

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