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Research and Design Methods - HxD2013

A062403a666f9cd906bcb6bcccf35013?s=47 Megan Grocki
March 26, 2013

Research and Design Methods - HxD2013

Designing experiences that are elegant, simple, intuitive and valuable is hard. Organizations often have a difficult time coming to consensus around design decisions or leveraging outside perspective and research into their design process. In healthcare, the complex web of patient behavior, regulatory systems, and multiple players make the design process that much more challenging. In this fast-paced session, we will share our experiences designing for the multiple facets of healthcare experiences. We will discuss core research and design methods that help overcome organizational barriers to good design, and review research and design methods that work for patient, provider, insurer and other players in healthcare specifically.

A062403a666f9cd906bcb6bcccf35013?s=128

Megan Grocki

March 26, 2013
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  1. RESEARCH AND DESIGN METHODS IN HEALTHCARE Michael Hawley Megan Grocki

    Adam Connor @madpow
  2. @hxdconf THE CHALLENGE

  3. @hxdconf Synthesize Create / Refine Observe / Evaluate

  4. @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
  5. @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.
  6. @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?
  7. @hxdconf Why Research? Design is Decision Making Copy Trends Experiment,

    Learn and Adjust Intuition or Preferences Informed by Research
  8. @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
  9. @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.
  10. @hxdconf STEP 1: WHAT QUESTION ARE YOU ANSWERING? Concept Business

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

  12. @hxdconf RESEARCH OUTPUT Personas and Motivations Scenarios & Stories Design

    Principles
  13. @hxdconf Synthesize Create / Refine Observe / Evaluate

  14. @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
  15. @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.
  16. @hxdconf ICE BREAKING OUTSIDE –IN, NOT INSIDE OUT

  17. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  18. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  19. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  20. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  21. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  22. @hxdconf ICE BREAKING WHAT IS A JOURNEY MODEL?

  23. @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
  24. @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
  25. @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!
  26. @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
  27. @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
  28. @hxdconf Synthesize Create / Refine Observe / Evaluate

  29. @hxdconf Solution Solution Solution Solution Solution Solution Solution Solution Solution

  30. @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…
  31. @hxdconf Design Studio = + Synthesize Create / Refine Observe

    / Evaluate Solution Solution Solution Solution Solution Solution Solution Solution Solution
  32. @hxdconf Sketch Present Critique  

  33. @hxdconf Sketch Present Critique  

  34. @hxdconf Sketch Present Critique  

  35. @hxdconf Sketch Present Critique  

  36. @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?
  37. @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
  38. @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
  39. @hxdconf @adamconnor

  40. @hxdconf @adamconnor Rectangle Ellipse Triangle Wavy Line

  41. @hxdconf

  42. @hxdconf

  43. @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.
  44. @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…
  45. @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.
  46. @hxdconf FROM SKETCH TO FINAL DESIGN

  47. @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…
  48. @hxdconf Synthesize Create / Refine Observe / Evaluate

  49. @hxdconf THANK YOU Megan Grocki Experience Design Director @megangrocki Michael

    Hawley Chief Design Officer @hawleymichael Adam Connor Experience Design Director @adamconnor