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Saving lives and making a difference
How UX techniques helped NSW
Health rapidly respond to COVID-19
Aaron Cheang and Michelle Pickrell
UX Australia
August 2021
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About us
Aaron Cheang
Acting Director
Health Prototyping Centre
Michelle Pickrell
Acting Senior Manager –
Human Centred Design
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https://creativecommons.org/publicdomain/mark/1.0
Anablep
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"Move fast and break things" → "Move fast with stable infra"
Photo by Alex Haney on Unsplash
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Prevention
Vaccination clinic
Clinical Management
Home Monitoring and
Infection Control
The context
NSW Health and the
HCD team
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We serve a diverse Community
25%
LIVE IN REGIONAL OR
REMOTE AREAS
2.9%
IDENTIFY AS
ABORIGINAL OR
TORRES STRAIT
ISLANDER
26.5%
HOUSEHOLDS
WHERE A NON-
ENGLISH
LANGUAGE IS
SPOKEN
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NSW Health
The NSW public health system is the largest public health system in Australia.
228
public hospitals
122,000+
Staff
990,000+
Ambulance calls
18,000
people in hospital each night
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Lots of diseases
68,000+
diseases
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For a lifetime
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Photo by CDC on Unsplash
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Design Team
HCD Team
Research + Design + Evaluation
Health Informatics
Knowledge about clinical ICT systems
and clinical practice
Photo by Markus Winkler on Unsplash
Photo by Markus Winkler on Unsplash
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Project Management Triangle
Quality
Cost
Speed
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Prevention
Vaccination clinic
Clinical Management
Home Monitoring and
Infection Control
The context
HCD in NSW Health
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COVID Vaccination
Clinic
Photo by Alexandar Todov on Unsplash
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Field research – Pfizer vaccine
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Pfizer vaccine prep
1. Vaccine delivered
2. Put in deep freezer –70 deg C
3. Defrost concentrate in fridge
4. Dilute concentrate
5. Label/seal doses
6. Place in dish
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Service Blueprint
Presentation Title
Staged Journey
Touchpoints Other workflows
Screens
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HCD Team
Swarming
Presentation Title
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Sketches to Design to Implementation
Concepts Design Implementation
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Field Research
Check in
Discharge
Vaccination
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Prevention
Vaccination clinic
Clinical Management
Home Monitoring and
Infection Control
The context
HCD in NSW Health
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Remote home monitoring
app
Photo by Syed Ali on Unsplash
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Remote Home Monitoring – Patient view
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Sketches
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Proposed Design Implementation
Proposed App Structure
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Current clinician view
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Current clinician view
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Process
Exploration
Interviews with 6 clinicians about their experience monitoring COVID patients
Design
UI design with a particular focus on safety and usability
Testing
Testing to be completed with clinicians post COVID surge
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Safe design
Build safe, Reliable &
High quality ICT
Integrity
Availability
Security
Safely Use ICT
Usability
Complete Use
Correct Use
Use Health ICT to
Improve Reliability,
Safety & Quality
Surveillance and
optimisation
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Safe design
USABILITY SAFETY
Reference: Morgan Price, Jens Weber, Paule Bellwood, Simon Diemert, Ryan Habibi, Chapter 19 - Evaluation of
eHealth System Usability and Safety, Handbook of eHealthEvaluation: An Evidence-based Approach.
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Clinical Management
Infection Control
Design Sprint
Photo by Ömer Yıldız on Unsplash
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Infection Control
Contact Droplet Airborne
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Infection Control
From Australian Health Facility Guidelines
https://aushfg-prod-com-au.s3.amazonaws.com/download/RLS_1BR-IS-N1_4.pdf
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Google Ventures Design Sprint
Understand Ideas Decide Prototype Test
Day 1 Day 2 Day 3 Day 4 Day 5
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Presentation Title
11
Participants
6
Expert
speakers
11
Testing
participants
(6 nurses,
5 doctors)
100s
of ideas
15
Solution ideas
7
Key themes
6
Organisations
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Understand
1. Define a Goal
2. Define Constraints
3. Map User Journey
4. Consult Experts
5. Define Focus Area
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Ideas and Decide
Scanning of Patient ID band with
a smart device
Projection of eMR in-room Simplified views of key eMR
information
Intercom between
clinicians inside and
outside room
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Storyboarding and Role Playing
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Prototyping and Testing
Test Scenario 1
Team communication
Test Scenario 2
Single clinician
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Final reflections
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Push Boundaries
Photo by Jessica Da Rosa
on Unsplash
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Photo by Kelli McClintock on Unsplash
Have guard rails
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Define your quality level
By British Official Histories (History of
the Second World War) -
http://www.ibiblio.org, Public Domain,
https://commons.wikimedia.org/w/index
.php?curid=6344416
Sir Robert Watson Watt
Credit: Wikimedia Commons Public domain
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Thank you
Get in contact:
Aaron Cheang
[email protected]
Michelle Pickrell
[email protected]