2020 - Gritty UX: Lessons learned from increasing UX influence in internal healthcare applications

by UX Y'all

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Lessons learned from increasing UX influence in internal healthcare applications Holiday Eng Gritty UX @holiday_eng

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The World of Healthcare Design https://khn.org/news/death-by-a-thousand-clicks/ “Death by 1,000 Clicks” In a study of Pediatrics hospitals over 5 years, 3,243 errors were due to EHR usability issues. Roughly 1 in 5 could have resulted in patient harm. The average physician spends 6 hours a day on EHR tools, and 44% of that is on tasks like billing and coding. The average ER doc will make 4,000 mouse clicks over the course of a shift.

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The World of Internal and B2B Design https://uxdesign.cc/why-does-internal-corporate-software-suck-429a11cc8712 https://www.toptal.com/designers/web/b2b-ux-solutions Why Is Internal and B2B Software so Terrible? It’s not seen as helping the bottom line. Your users are not the purchasers. There’s a lot of inertia to change.

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How do you affect change when you aren’t given a seat at the table?

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Grit . (& many iterations)

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Be Professional Explain What UX Is Make Personal Connections Design Your Communications Go for the Low-Hanging Fruit Sneak in User Feedback Pick Your Battles Use Retrospectives Well Get a Support Group Iterate, Iterate, Iterate 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Steps 10

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Grit: Passion and perseverance for long-term goals. - Angela Duckworth

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Be Professional You treating your work with respect helps others treat your work with respect. 1.

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Explain What UX Is again and again and again… Create a list of capabilities and past successes. Be ready for confusion (especially between UX and UI!) 2.

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Make Personal Connections 3. Use those beginnings of meetings wisely.

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Design Your Communications UX doesn’t stop at the persona. Use your UX skills to understand your stakeholders and craft your communications for them. 4.

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Go for the Low-Hanging Fruit These quick wins help you gain momentum. …there’s bound to be some of it. 5.

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Sneak in User Feedback Things to try: • Guerilla Usability Testing • Google Analytics • Analyzing the Support Team’s Cases 6.

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Pick Your Battles ”This is not a hill to die on” & “Don’t be afraid to kill your darlings” …focus on what your users really need. Work on making their jobs doable, then worry about the visuals when you have the time and the buy-in. 7.

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Pick Your Battles “Good design is about effective communication, not decoration at the expense of legibility.” - Vitaly Friedman …focus on what your users really need. 7.

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Use Retrospectives Well Come with solutions and be responsible for the change. 8.

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Get a Support Group For those days when it’s one step forward, two steps back. 9.