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Aaron Cheang & Michelle Pickrell

Aaron Cheang & Michelle Pickrell

How UX helped NSW Health respond to COVID-19 - Hear case studies of how rapid research, iteration and redesign helped NSW Health utilise and deploy technology in the ever-changing requirements of a global pandemic.

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August 25, 2021
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  1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    www captionslive com au | captionslive outlook com |
    UX A a ia
    UX A a ia 2021
    Da 2
    Wed e da , 25 A g 2021
    Ca i ned b : T ac Ball

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  2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 60
    e enj able bjec f me and I h e can ake me hing
    ni e a a f m i . The e i a QR c de f m he link ee he e if
    an cha f he ab de ign em m backg nd. Thank
    e m ch and enj an inc edible eek.
    STEVE BATY: Thank . I a i ed ee he i- ickle a an end
    in . I a e ec ing a ack bike me hing. S me f ae TT
    bike.
    JOSH THOMPSON: I hink i i he afe m de i h he e a able -
    STEVE BATY: Ye . I did - I did ee ha . I a ead f he - kn
    he flai e b I ge i . Thank . Tha a a e me.
    JOSH THOMPSON: N ie . Thank .
    STEVE BATY: The ne e en a i n i f m E in and Michelle. Thei ic
    i a ing li e and making a diffe ence hich i a nice a f a
    da . Aa n and Michelle ill be j ining m men a il .
    MICHELLE PICKRELL: Thank
    STEVE BATY: I can hea b h e .
    AARON CHEANG: Thank . We an ha e h e e e ience i
    making a diffe ence be een Ne S h Wale heal h and e eciall in
    he mid f a nce in a 100 ea h ef ll gl bal andemic. The e ha
    been l f alk da and e e da ab d ing me hing meaningf l
    i h e e e ience. S e h e ha hi alk fi in ell. The aim f

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  3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 61
    hi alk eall i hel eflec n n e e e ience
    ac ice, and h gani a i n k and h h e fi
    ge he .
    S j a li le bi ab . S I' e been king in he e
    e e ience field f e 20 ea , in a ange f lace f c n l ancie , I
    en ime a eBa in he UK, ked a G gle f 10 ea and hen
    a - and n a Ne S h Wale Heal h. C en l ha I'm ing
    d i b ild a facili he e e can d fake ing and im la i n
    i hin heal hca e e le d n' die hen e d e n hem. Think f
    i a a fake h i al.
    MICHELLE PICKRELL: S ch a c l jec . I'm Michelle he ac ing eni
    manage f he h man cen ed de ign eam a eHeal h. I ha e ecen l
    a ed managing he ama ing eam ha Aa n ha been b ilding e
    he la ea . I ha e ked in UX f alm 10 ea and al
    ecen l fini hed m PhD hich f c ed n he de ign f in e ac i e
    e i men f ke a ien .
    AARON CHEANG: Y can call he D Michelle he l e i . One f he
    c lleag e in hi he eam, hen he a a child he aid he m m,
    hen I g I an be a ee. And he m m f a a bi
    e le ed. B I an a hi alk i h a fi h. In man en e
    king i hin e e e ience i hin heal hca e i a bi like hi fi h.
    Thi i an Anable li e in S h Ame ica, i g ab 30cm l ng
    ab 1 f , f Ame ican f iend and ha i d e i im al ng he
    face f he a e . N , he ni e hing ab hi fi h i ha i ha
    f e e . Reall i ' g e e b i i li in ec i n each.
    And a f he e e l k ab e he face f he a e , and
    a f he e e l k bel he face f he a e . I im al ng and

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  4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 62
    hei e e all i l k f f d and eda ha migh c me a i
    b h ab e and bel he face f he a e .
    In man en e hi fi h i imila k i hin heal h. The
    gene al blic like m f ee ha ' ha ening ab e he face,
    f m he ide, ee hing like he COVID n mbe , he accina i n
    a e he hing , he e c nfe ence and ha ' in he ne a e .
    B a he UX eam e ha e a ni e le he e e ge ee n j
    ha ' n he ide ab e he face, b e al ge ee ha '
    bel he face. Wha ' ha ening behind he cene . And hi alk i
    a li le bi f a na h in k. Gi ing a ie bel he face
    and h ef ll a g ea e a ecia i n f he k ha ' ha ening. Wha
    e ill d i e en ca e die b he migh eem dina
    beca e e a e ing fai l anda d e e e ience echni e . And in
    man a he a e. S ha e an d i h h e e
    he e echni e n dge a e la ge gani a i n ad diffe en
    ac ice in he middle f a gl bal andemic.
    S in da ' age, e end e l and d c i h man a
    like hi . M e fa and b eak hing . Tha a Faceb k' de el e
    m in he fi 10 ea f i e i ence.
    The e digi al di e like Ube and Ai bnb ha a e f en in i ed
    and hei hil h i a k f f gi ene and n e mi i n and
    he m e in ma ke and egmen and ind ie and hen he make
    ma i e change and f ce legi la c me in af e a d
    acc mm da e hei ne e ice and diffe en b ine m del .
    N , i ' in e e ing ha af e 10 ea f e a i n, Faceb k
    changed i de el e m m e fa , i h able inf a. And in man
    en e hi alk i a li le bi ab h e e ing m e fa b
    i h able inf a c e, beca e e can' j b eak hing i hin
    heal hca e. O he i e e le die, and a ien ge ha med.

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  5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 63
    MICHELLE PICKRELL: The alk i b ken in h ee main a ea . T
    a i h, e ld like ha e i h me f he c n e f Ne
    S h Wale heal hie e he cene and ha e me f he c n ain
    e i h king i hin. We ill e en h ee ca e I die . The fi
    f c ing n he e en i n f COVID h gh he accina i n g am and
    he ec nd ill l k a he clinical managemen f COVID-19. U ing
    em e h me m ni ing a ell a de igning f infec i n c n l
    mea e in h i al .
    S a ff i h, le gi e a bi f backg nd ab he
    Ne S h Wale Heal h em. The heal h land ca e i inc edibl
    c m le i h l f diffe en le el f g e nmen . A ell a i a e
    ec and NGO in l ed. N , he main a ea f g e nmen a e
    fede al and a e. N , fede al and m ni ing ima
    heal hca e, incl ding GP , ge ie and ha macie , he al eg la e
    he medicine and a babl kn , a e e n ible f b ing
    accine f imm ni a i n.
    N S a e G e nmen i e n e f managing all f
    h i al . Deli e ing e en i n e ice ch a imm ni a i n, a ell a
    ffe ing c mm ni ie and eme genc e ice . B like m hing i
    i n' j a c and d di i i n f e n ibili ie . And he e a e l f
    ha ed e n ibili ie incl ding e nding na al heal h eme gencie
    ch a hi andemic.
    N , Ne S h Wale Heal h ha 15 l cal heal h di ic and
    eciali ne k . Each l cal heal h di ic hich efe a LHD
    beca e f c e e l e a g d ac n m e a e he h i al , and
    ide heal h e ice c mm ni ie i hin he ge g a hical a ea
    h n n he lide. The eciali ne k d he ame, e ce he
    ac he a e, f e am le, j ice heal h e le h

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  6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 64
    a e inca ce a ed acce heal hca e.
    N , in Ne S h Wale he LHD and eciali ne k a e all
    diffe en a n m gani a i n . And he im lica i n f hi i ha
    a e ide em a en' ad ed nif ml , and licie and g e nance
    a e all managed a ha l cal le el. N , each LHD e hei n
    echn l g , hich make i e ha d f a de igne if each f
    h e diffe en em i c m le el diffe en .
    N , an e am le f hi , i he elec nic medical ec d. Whe e
    clinician i e hei clinical n e ab a a ien . S , imagine ' e a
    a ien and li e cl e he b de f diffe en l cal heal h
    di ic . Y migh g ne h i al, ge ea men , and all clinical
    n e ge i en in he elec nic medical ec d. Sa hen
    h ee m n h la e , g an he h i al, hich ha en be in a
    diffe en LHD. The ec nd h i al likel n' ha e he clinical n e
    ab fi i i . Beca e he a e l ca ed in a diffe en LHD, and
    he ef e ha e a c m le e diffe en elec nic medical ec d. S can
    babl imagine ha hi i n' an ideal l i n hen deli e ing
    heal hca e. N , in addi i n he L had. D he e' a e man a e
    heal h gani a i n ha e e diffe en e and ha e diffe en
    f c a ea . S f e am le, a eHeal h k n all he echn l g ,
    f m he elec nic medical ec d f clinical k, in e nal em , ch
    a a ll, e ing and ec i men , a ell a l hich a ien can
    e ide feedback ab hei e e ience in h i al.
    Heal h ha e he l k a he cha e f all he e nal ec i e
    e i men , he PPE. A ell a he ca e ing and la nd f all he
    h i al a nd he a e. And a h l g manage all f accine . S
    hen l king a he COVID e n e, can ee h man diffe en
    gani a i n need be king in alignmen and a ming n he
    managemen f he i a i n.

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  7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 65
    N , he e a e a diffe ence in he land ca e and la i n in
    diffe en a ea f he a e f Ne S h Wale . And hi e l in a
    diffe ence and c m le i ie in he e a i n e ha e c n ide . S
    f e am le, R al N h Sh e H i al can ee a he a 713
    bed a ell a i n heli ad hich I hink i eall c l. Image a he
    b m i a h i al I i i ed in Na amine a c le f h a a f m
    D bb and i i eall mall and j ha 12 bed . A can imagine
    accina ing me ne in egi nal al Ne S h Wale i eall
    diffe en me S dne a i managing a COVID-19 b eak.
    N , hen hinking ab he e le ha e e e. Ne S h
    Wale ca e f a h gel di e e c mm ni . 25% f e le a e li ing in
    Ne S h Wale a e in h e egi nal em e a ea . 2.9%, iden if
    a Ab iginal T e S ai I lande . And 26.5% li e in a h eh ld
    he e a n n-Engli h lang age i ken. S i i n' a im le i a i n
    he e he ame de ign migh k f m f e .
    And i ' al a la ge cale and c ll c m le em. The fac he e
    a e alm 1 milli n call f an amb lance in a ingle ea and 18,000
    e le in h i al m nigh h ing he ma i e e a e king i h.
    On f hi he e i man en ial i e ha a a ien can c me
    h i al i h. S a an indi id al di ea e le el, he e a e e 68,000
    diffe en diagn i , i h a ni e e f m m and a ni e a f
    ea ing managing hem.
    AARON CHEANG: Y d n' an D Michelle diagn ing .
    MICHELLE PICKRELL: Y defini el d n' . Whe he e alk ab he
    end end j ne e mean i . We ha e c n ide e le h gh
    he en i e lifec cle f m a m n h bef e a bab i b n l king af e
    me ne in hei ld age. I h h im an a g d e e ience i .

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  8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 66
    A e le a en' able ch e hei heal h e ice in he a e ch e
    elc bank. S e need i e f a g d e e ience all he
    ime.
    S e ha e c e ed he c m le i f he diffe en la e f
    g e nmen , he a land ca e f Ne S h Wale , he la i n and
    di ea e , and n f all hi c m le i , le ' add in he e a gl bal
    andemic and a i ha e a e c n an l lea ning m e ab .
    S , ha d e HCD l k like in eHeal h? The HCD eam ac an
    in e nal c n l anc , n , eHeal h i a eall la ge gani a i n, and HCD
    i eall i e ne . The eam ha been a nd in i c en f m f le
    han ea . S i ' g ing ake a hile and e a e king l l
    ge ac i n in l f diffe en a f he heal h em. N , in
    e m f a f king, e k eall cl el n jec i h
    heal h inf ma i n c lleag e e le i h a clinical backg nd a ell a
    dee heal h ICT kn ledge. B a ne ing in hi a he HCDe h
    d n' ha e a clinical heal h em backg nd, a e able k i h
    h e h d . Which e l in m ch be e inf med de ign deci i n .
    N migh ha e al c me ac he jec managemen
    iangle bef e. Which l k a balancing ali , c , and eed f a
    jec . And f heal h, he f c end be n ali and c .
    We need l i n ha a e high ali , en ing he mee all he
    ele an afe and abili inci le and ha a e a a ea nable c
    e a e ge ing al e f m ne f he a a e . H e e , a a e l ,
    eed i f en n high f a i i , e ce hen a gl bal andemic hi .
    S I'm g ing hand back e Aa n n , alk h gh
    he e en i n k he' being been d ing i h he accina i n clinic .
    AARON CHEANG: Thank . S ha I'm g ing alk a li le bi ab
    i he e ing f a COVID accina i n clinic. S in la e Jan a a

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  9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 67
    jec eam a f med b ild a em accina e he ke
    i hin he heal h em. S he e e icall d c , n e , e le
    i hin he Ne S h Wale heal h kf ce b he e e al me
    e le ha e e in l ed in i he g e nmen f n line aff. Like
    C m and b de a l e le. The e e e deemed ca eg 1 A
    f m he i i i a i n li .
    And e he e clinic eHeal h hi h ee eek ha e a f ll
    f nc i ning em ha aligned i h all f he clinical e a i n ac
    he a e. Tha mean e had e ea ch, de ign, b ild, and im lemen
    a em ha ked. I had k i h clinic , i had k i h all
    f h e diffe en g e nmen b ea c acie and diffe en gani a i n
    ha Michelle h ed. I had cale and k ac m l i le diffe en
    LHD accina e he aff. The em a de igned be a egi a i n
    em and a b king em and hen hel manage e le h gh
    he ac al clinic fl i elf.
    The jec eam e had a he c m bla ma e . A jec
    ne and de el e and in hi ca e e had a de igne hich ha ened
    be me. T icall he jec like hi ldn' ha e de igne .
    T icall he de ign ld be d ne b ei he he d c ne
    en iall he de el e . And beca e hi a a accina i n jec ,
    ime a f he e ence. Thi i a li le bi f a behind he cene .
    Whe e e fa - acked he en i e HCD ce in ab a eek.
    S le me ell a li le bi ab he ac i i ie e did. S he fi
    hing e did a g and d me field e ea ch. S ha I'm
    h ing he e i h a Pfi e accine i e a ed. E en iall he
    accine c me in and i ge ed in ha image in he - n he
    lef -hand ide in he f ee e . And I ill ell a bi m e ab ha in
    a ec. Vaccine i hen e a ed. I g e ac he b he
    ha maci . Once i ' e a ed i i in i ca e heeled d n he

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  10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 68
    c id in a li le lle , he accina i n a i n. F m hi field
    e ea ch, e lea n he bigge i e, he bigge c nce n f he heal h
    em a a nd e ing - a n' ab e ing he e a i n f he
    clinic, i a ab managing hi eall eci c mm di f he
    accine.
    Le me ell a li le bi ab h i a diffic l and ha e
    lea n ab hi accine e . E en iall , he e a e 45 e in l ed in
    d a ing a Pfi e accine. I ake ab h make 100 d e .
    Wi h ha maci . Wha ha en i , ha hen he accine i
    deli e ed b he c ie i i deli e ed in a dee f ee e che ha ha a
    acking n mbe n i . I i in he dee f ee e ha image n
    he igh can ee i ' g min 79 deg ee cel i . F ee e can nl
    be ened ice a da he i e he accine migh il.
    S ha e g ne ni en i , he accine in
    and ne ni en iall ake i . S i ' eall ab
    lanning. When need e ha accine need def i . And
    ha ' he e i g e in ha l k like he c ke f idge n he lef . I
    ge def ed in ha f idge. I ake ab 30 min e f i ha .
    The c ncen a e can a in ha f idge f ne m n h. O he i e he
    accine ill il. The c ncen a e c me ial a . The ha e 195 ial
    in hem and h e ial each need be made . T ake h e ial ,
    he ial a f he f idge, can nl en ha f idge f a e
    limi ed e i d f ime. Y can nl en i f a ma im m f h ee
    min e a da . O he i e he accine il .
    S ake he c ncen a e f he f idge, and hen can
    nl e i a m em e a e f a ma im m f h he i e
    he accine il . And need dil e he c ncen a e and make i
    in diffe en d e . Once ha e dil ed ha c ncen a e, can
    nl kee i f i h he i e he accine il . S can ee

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  11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 69
    ha i i like a mili a e a i n e a e hi accine f eca h
    m ch accine make e i i ge ing in a m and n being iled. .
    Th gh d ing he e ea ch i hel ed nde and h c i ical hi
    accine a , he en i e e a i n . The clinic needed a eall g d
    nde anding f h m ch accine e a e f he accina i n f
    aff.
    And migh hink, ell, i ' j aff, e can j de hem in
    g and ge accina ed. B , f c e, eal life f en in e ene .
    Pe le ge ick, e le' kid ge ick, hei ca b eak d n, hei d g
    ge ick and cann e e edic acc a el e ac l h man
    accine need. S d n' an i iling.
    S ha e did, a e ed ha field k and a i he
    ma e ial hel de el a e ice bl e in . N , a e ice bl e in i
    e en iall j like a c me j ne ma . E ce i c n ide m l i le
    diffe en le el f he j ne . I l k a he c me , in hi ca e
    he a ien j ne , i al l k a ha ha en i hin he clinic. The
    clinic e a i n hen he a ien and he aff in e ac . And al ha
    ha en behind he cene . Wha f em need be in la .
    Wha a e he in e de endencie . Wha nline ffline ce e need
    cc ? Wha a e he in eg a i n in ? I eall i ab ma ing all
    f he diffe en de endencie h gh ha en i e j ne .
    I ake in acc n e i ing c een , e i ing k fl , and
    eall hel ma he e i i ha ac all need f c
    eff . And i a a eall c i ical l hel i h change
    managemen , aining, n b a ding, and e a i nall e ing he e
    clinic .
    N , icall he heal h em j f c e n ne line hich
    migh be he a ien j ne . O en iall he clinic j ne and he
    d n' b ing he ge he . S b e en ing i in hi kind f a i

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  12. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 70
    eall hel ed hem ee all f h e diffe en de endencie . And hen e
    a med n he blem a a jec eam. We e all f he
    diffe en e ca e and can ee me f h e n he hi eb a d.
    We di ied hem am ng he HCD eam membe and e all k
    diffe en e ca e , ke ched hem , and hen b il a f n end de ign.
    And ha eall enabled d ha a he digi al e ice lki .
    The de ign em ha he de a men f c me e ice hel ed
    de el . S hank TJ, g hel ed i h he andemic. I
    enabled make e ha e had i de igne b e e e able
    ge g ing e ickl . We didn' ha e alk ab ha b n d e
    e, d e e ca d , ha c l , e ce e a, e ce e a. Like all f he
    he hing e ha e j hea d ab de ign em.
    S i mean ha e c ld g f m c nce n he lef a de ign
    ela i el ickl and ac all ha e a de ign ha g im lemen ed. One
    f he fe ime he enginee ac all b il alm iden icall ha I
    de igned. Like all g d UX e le e f ll ed and did field e ea ch
    ee h de ign e e being ili ed in ac ice make m difica i n .
    S n a clinic, j bef e i en li e, e en h gh he en i e
    clinic fl and i i ed and en m l i le da he e. Thi i he Li e l
    accina i n h b, can ee f n line aff, egi e ing and checking in
    he clinic. The ld hen g h gh a ai ing a ea, he e he
    ld be accina ed. And hen he ld be b e ed ee if he e
    a an ide effec f m he accina i n, and hen e en all di cha ged
    ha il .
    S hi clinic i in Li e l, i a de igned j accina e aff
    ke i hin ha h- e S dne egi n. And i ' accina ing e
    1,200 e le a da . And ince hen ing hi em e 1.1 milli n
    e le ha e been egi e ed f he accina i n. And m f he clinic
    ac Ne S h Wale Heal h a e ing i a hi in in ime.

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  13. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 71
    MICHELLE PICKRELL: I ha he ime had ake hi ff in
    f n f a h le hea f e le Aa n?
    AARON CHEANG: Tha ' an he benefi f being he a ien . I had
    ge m hi ff b e n' h a ide f ha beca e i ' n ha
    f emina !
    We ill m e n he clinical managemen ide f hing . Michelle
    ill alk a li le bi ab ha .
    MICHELLE PICKRELL: Fan a ic. Thank . S e ill be alking ab
    ca e die . Fi he de ign f a h me m ni ing a and ec ndl
    he de ign in a nd infec i n c n l. S f h e f h migh
    n kn ha i i , em e m ni ing echn l gie all m ni ing f
    a ien ide f he adi i nal clinical e ing . S ima il in
    e le' h me . S hen a a ien ' di cha ged f m h i al, he a e
    gi en a e f en hich a e ele an f hei c ndi i n. F COVID,
    hi i a em e a e en , and a bl d ime e hich i hei bl e
    hing ha ' h n n he lide.
    The hen e he e en ake eading and e n h e
    nce ice e da hei clinical eam.
    N , f hi a ic la jec , e k cl el i h he
    h-ea e n S dne l cal heal h di ic . Wh ha e a ne ed i h U in
    HSW and an he ni e i all he a e in A ia c ea e hi
    em e m ni ing em. And hil COVID a he f c f hi
    a ic la ede ign, he eam a e king n h me m ni ing f ca diac,
    ke, men al heal h, ge a i nal diabe e and COPD. S can ee
    h b adl hi e f em can be ed.
    S hi k a ne f he ke f c a ea f he i al ca e

    View Slide

  14. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 72
    accele a hich a ne a f Ne S h Wale Heal h' e n e
    COVID-19. And he aim f hi k a accele a e and ide
    a e- ide c dina i n a nd he e eigh ke f c a ea . And he e
    a ic la f c a ea e e iden ified a he ill deli e al e and e e
    fea ible deli e i hin he COVID c n e .
    S fi l , l k a he a ien ie f he em e m ni ing a ,
    he e-e i ing d c l k like hi . S a can ee i ha all he
    f nc i nali ha c ld defini el d i h an i e a i n. F m a de ign and
    abili e ec i e. N , me f he echni e ha a e ne heal h
    in l e hing like idea i n, and e l ing idea a idl and in a
    c nce al a . N , in hi ca e, e e e f c ing n a
    mea emen f gen a a i n. A ell a h ed ca e a ien
    a h hi i im an . N , in e l ing diffe en de ign , Aa n
    l ked a i ali a i n ba ed n an a i f le el f de ail, i h mma
    n ne end and de ail n he he , a ell a he e e en a i n f
    inf ma i n i h ic n g a h and im lified inf ma i n n ne acce
    and acc a e and n me ical e e en a i n n he he end f ha a i .
    Thi a en e ha he e e en a i n f da a a a he igh le el
    f g an la i f a ien and make i ea f hem nde and. We
    ma ed he e j ne in he a incl ding n b a d c m nen ,
    alking a ien h e h ical de ice a ell a he a .
    Al ng ide he ede ign f he a ien ie e al l ked a he clinician
    al. N , he e i ing clinician ie l ked like hi . S me i e
    incl ded n being able ea il ee he heade f he able, and n
    being able ea il ee hich mea emen ha he a ien ha e
    ided a e f ange. S hil h e ed and ange haded a ea
    h ha he a ien ha me mea emen ha migh be a i k, i
    d e n' ell he clinician hich ne i he i e. And he ha e click
    h gh in he a ien ' file find .

    View Slide

  15. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 73
    N , i e i h he clinical g a h incl ded n being able ea il
    ee he da a, beca e he legend he came e he
    a ien da a. S a can ee in ha ec nd g a h n he lide, he e
    i a b hich h he de ail f ne ingle da a in , b i hen
    bl ck he ie f e all g a h. S hil i a ill ible ee he
    g a h, i k f m a li le fiddling f m he clinician and he e en'
    a ic la l ab i , nde andabl . We k a de ign ce ha ill
    be e familia . We did e l a i n, i h i clinician e all
    he fel he em ked ell b he e e e me abili i e .
    Then e en in de ign ing he Ne S h Wale de ign
    em i h a a ic la f c n abili and afe . And ne a
    e ing. H e e , a a e l f he ecen COVID ge in Ne S h
    Wale , he clinician a e a li le b f abili e ing,
    nde andabl . S e ill d hi a n a e e hing e n back
    n mal.
    AARON CHEANG: Ne de ign a e be e .
    MICHELLE PICKRELL: I h e . B e h ld abili e hem. S
    me hing ha ' been eall ne f me hen king n de ign jec
    and heal h, i he im ance f afe de ign. Unlike m f he jec
    I had ked n h gh m ca ee m de ign a nlikel e e
    ha e an im ac n he he a clinician ga e he c ec diagn i h
    he managed a a ien ' c ndi i n. And afe i a c e a f ha e
    d . Which i e al a i n i ac all a ic la l im an in hi ind .
    N , he eHeal h clinical engagemen eam ha e l ked a hi
    h gh ha e a ach afe e f ICT em . S b ilding afe,
    eliable and high ali ICT, hich incl de making e em a e
    ec e and a ailable f clinician he he he need hem. En ing he

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  16. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 74
    afe e f ICT b en ing echn l gie a e eable, hi incl de
    de igning in e face ha clinician can ea il e, and ha hem
    make g d clinical deci i n . S defini el he a ea he e k
    make he bigge im ac .
    And finall , m ing c m le e e and c en e. And hi i
    ab nde anding h he diffe en em a e being ed and he e
    he can be imi ed be ha li le bi be e .
    S afe de ign fac in a mi f afe and abili . And he e
    a ea f en e la and f k ell i h each he , b in
    me ca e ne need be i i i ed e he he . S f e am le,
    me ime a le el f f ic i n i in d ced. S ch a an ale le
    clinician kn ha a a ien ' c ndi i n migh h he c ld ha e
    e i al e na i el ibl COVID-19. And hi i all a big ale
    ha a ime can be diffic l ge id f. Tha c me in he elec nic
    medical ec d. H e e , hil i ed ce he abili f hi em, i
    i eall im an f m a afe e ec i e.
    I i ne f h e hing e ha e manage. S le ' j m in he
    ne de ign hich h ef ll a e be e . S he ne de ign h a
    ick ie f he a ien ' c ndi i n, incl ding hich a ame e a e
    f ange, hich can ee n ha able a he . And e al
    ema ed he hie a ch f inf ma i n, ha clinician c ld ea il ee
    he m im an inf ma i n a d he f he c een a n a
    he l g in. Then f he g a h , e in d ced a ick ie f he
    a ien ' c ndi i n, a he f he age. We made i ea ee h e
    end in he g a h i h an e la . And e al
    in d ced be een he flag hich i a i al e e en a i n f a
    a ien ' b e a i n , ee if he a e in n mal ange . Wi h he
    e all aim f ed cing de e i a i n.
    S n he c een can ee h e ange and ed haded a ea

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  17. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 75
    n he g a h . S in hi ca e, , in he ca e f he al e a e in
    he ange a ea i mean ha he a ien need be e ie ed and ha e
    hei b e a i n h e mea emen aken again. And in he ed
    a ea i h ha he a e eall a i k f de e i a i n and ma be need
    - ma need be e cala ed.
    S n I'm g ing hand back e Aa n ha e i h ab
    ha infec i n c n l de ign in .
    AARON CHEANG: Thank . S ha I an alk ab i ne la
    ca e d ab f e a . And i ' a nd infec i n c n l and
    h e did a de ign in i h a g f diffe en clinician ea lie hi
    ea . S hen hinking ab infec i n , he e i h ee main a ha
    infec i n can be an mi ed. The e i c n ac , f e am le if
    hake hand i h me ne h ha di hand . Then migh ick i
    f m hem. S hing like chicken N a i ill be ead
    icall b c n ac . Then he e i d le . S if me ne nee e . And
    hen i ead n ma be hand in m h. Y inhale i
    hen c ld ible en iall ge i a ell. Think like m m
    Mening c ccal. Then he e i ai b ne ha i ba icall hen me ne
    i h he illne b ea he , i i a e i a c ndi i n, i fl a , i
    a icle in he ai , and can ee ha COVID i a ic la l an ai b ne
    i k b al d le i k a ell. S hing can c e in m l i le
    diffe en ca eg ie .
    Y can al ee h m ch hing - h m ch infec i n can
    en iall ead. S c n ac i m ch m e limi ed he ea ai b ne i
    c ld en iall ead me e de ending he e he ind i bl ing e
    ce e a.
    N , e e e a ic la l l king a he a ea f infec i n c n l
    i hin an i la i n m. S an i la i n m i hin a h i al i

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  18. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 76
    e en iall a ingle bed m ha ' ed hel manage infec i n . S
    m h i al m in a blic h i al a e ha ed a d . S i migh be
    f bed in i eigh bed in i , b if me ne ha a ic la infec i n ,
    he need be i la ed f m he he d n' infec he
    en iall c n ac an illne e ha he migh ha e a ell.
    S he e i la i n m a e ingle bed m , me f hem a e
    de igned kee ge m a ien a a f m he e le. S me f hem
    a e de igned kee e ick imm n c m mi ed a ien a a f m
    he en ial infec i n . S he e i a h le ange f diffe en de ign
    n he e i la i n m . N , hen e ea a ien e icall e
    hei inf ma i n n a medical ec d hich i all elec nic n ada .
    The e i n m e a e cha hang a he end f he bed. A lea n in
    m blic h i al and he e a e all ed n he c m e hich i a
    bi like a la , and i i n a li le lle i migh be a a n e'
    a i n a aff a i n hich i a fi ed c m e . We e e a ic la l
    in e e ed in he e m bile c m e , he a e e en iall called k
    a e n heel WOWS beca e n mall ha ld ha en in
    ea ing a a ien i a n e d c ld ha e a k a e n heel
    and ill be ndling hi hing a nd, iden if ing a ien l king
    hei hi , aking n e , l king a all he medica i n and hing n
    he c m e . N , in he ca e f he e i la i n m h gh, he eal
    challenge i ha can' ea il b ing e i men in and f he e
    m . Beca e he a e infec i n i k . If b ing me hing in
    c ld en iall c m mi e he a ien . If ake i
    en iall ead he infec i n. And cleaning a c m e i e diffic l .
    Like if hink f he c d ha g e nde ke b a d, e , imagine
    in a h i al cena i ha d n' an in infec i n eading f m
    a me ne' c ghing nee ing in a m, landing n he
    c m e , he n e he d c che he ke b a d, and hen ha

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  19. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 77
    ead a nd he h i al.
    Al e can' aff d ha e ne c m e in e e ingle m a
    e e ingle a ien bed ide eall ha e a limi ed ck f
    k a i n n heel b he a e eall indi en able. We ed he
    G gle de ign in a ach. Ha ing en a li le bi f ime a G gle
    I'm a li le bi bia ed b e en iall i i f ll ing a d ble diam nd
    ical UX ce he e a e g ing b ad, and hen efining and
    g ing b ad again and hen c ming back in. Thi a he fi ime
    kn ledge ha hi a ed i hin Ne S h Wale Heal h.
    Y can ee me f he de ail ab ha e did n ha
    a ic la da . The ke hing f in hi a in l ing l f diffe en
    a ici an f m man diffe en gani a i n ge a m e h li ic ie
    f he blem, and al ha he l i n c ld en iall l k like.
    E en iall ha e did a g h gh ini ial defining he
    g al, c n ain , nde anding he e j ne , g ing dee e .
    C n l ing e e and hen defining a f c a ea k n. The f c
    a ea e decided f c a ic la l n a ab hen gi e e le
    medica i n icall need iden if hem fi , hen check he
    medica i n ha he a e mean be e c ibed, and hen gi e hem he
    medica i n. And hi all in l e ing he k a i n n heel . Which
    i inc edibl diffic l if i i ing ide f ha i la i n m, beca e
    e i ld ha e ake - n and ff all f e, ec i e
    e i men bef e g in and f he m, he c m e i i ing
    ide. E eciall if j need check ne hing .
    I n' g h gh all f he de ail f he e b can ee me f
    he idea ha e gene a ed b he diffe en clinician . Thing like ma
    banding jec ing he c m e he di la in he m . U ing
    in e c m em , im lif ing inf ma i n i i ea ie ce and
    hen e ended icking a c le f l i n , b a ding hem and

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  20. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 78
    hen le la ing hem.
    In he end f he da e ended ing a ic la l i n
    e . One a a in e c m-like l i n, a bi like a alkie- alkie ha a
    ice ac i a ed and hen he ec nd a e en iall a jec i n f he
    EMR f he k a i n n heel in he m. And e hacked ha
    ing d c a e, a jec and an e a l ng HDMI cable. S i i eall
    ab e ing he e l i n in a e c a fa a in a im la i n
    cen e, hel ickl e l e ha ' g ing fl and ha ' n and ha
    need efinemen .
    MICHELLE PICKRELL: S e ha e h ee final eflec i n bef e e a
    . S e kn e need c n in e hing b nda ie . S a ill
    ha e een a l f he l and me h d e b ing a e n ne UX and
    in fac he a e fai l ell e abli hed. B e a e b inging hem a ne
    ind he e he a e eall n e eg la l ed. The ef e, he e
    i a l e need ake in acc n f m a change managemen
    e ec i e, incl ding b ilding , in d cing he e ne me h d
    eall ca ef ll and al king i h hem al ng ide e abli hed
    ac ice .
    N eading he d f UX can be l , b he im ac i can
    ha e n he a ien and clinician e e ience i ab l el ma i e. N
    i ' al im an e he igh g a d ail in lace f ne me h d
    ad i n. Thi can incl de a ing a he and en ing e
    ha e e ec i e n hi , en ing e ha e he igh e le in he
    eam, hich in hi ca e i e le i h a clinical backg nd h
    nde and ha he heal h em eall , eall ell. And e al need
    make e ha e a ing he e me h d n m ch l e i k
    jec ha d n' c m mi e ali , he e n ne an i k f an
    a ien ha m.

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  21. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 79
    AARON CHEANG: The la hing lea e i h i eall defining ha
    ali le el a e aiming f . S hi i a i R be Wa n Wa he
    i - he a a Sc i h adi h ici and he hel ed in en ada j i
    W ld Wa II. S in W ld Wa I he Ge man had fl n ac he
    Engli h Channel in Ze lin and b mbed a l f n and ci ie ac
    England. And in ha ime af e a d he Ge man ai c af ca abili had
    inc ea ed and he B i i h g e nmen e e eall c nce ned ab ell
    h a e e g ing he Ge man c ming e and b mbing
    again. C ing he Engli h Channel k ab 20 min e in an ai c af .
    And b he ime figh e e e c ambled f m he g nd he b mbe
    ld ha e d ed i a l ad and be heading back Ge man . I
    a al n fea ible ha e figh e e manen l in he ai a lling all
    he Engli h c a line. S he ed a a de ec ada - de ec
    ai c af bef e he e e i ible hich became ada . He b il ada
    e all a nd he c a line f England, and ha i ld d i de ec
    he ge i-Ge man ai c af c ming. I a kn n a chain h me and
    can ee in he ma n he b m igh a ea he e i a d ed line a nd
    he b de f he c a . B he had a l f c i ic . Pe le aid him,
    l k a e ing a eall l n n- imal f e enc . The ff e le
    a e d ing in he c n ie a e m e e f l, he ada i be e , i can
    de ec l fl ing ai c af . Y ne can' . And he aid ha i ' be e
    ha e me hing ha ked and a a ailable n han a mi e f
    me hing c me. He a ed a a 'gi e hem he hi d be
    g n i h. The ec nd be c me la e and he be ne e c me ".
    S le me a ha again. Gi e hem he hi d be g n i h,
    he ec nd be c me la e, and he be ne e c me .
    Af e a d he did i e a e n hi em and de el a m e
    e f l em, hich can ee i h ha black line a nd he ide

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  22. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i
    i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be
    c ied ed b a he a i h a h i a i .
    Page 80
    f he ma . And an he a hink f hi i , in a e fec i he enem
    f he g d. Which i a ib ed V l e. S e e e ing m e
    Ne S h Wale Heal h hi ma i e gani a i n in a h le diffe en
    al e hich a eed and ali n eed and c - , n c
    and ali . I ' n al a he igh hing d b COVID eall f ced
    hand.
    S ha a e gani a i nal al e ? Wha a e he hing ha
    c m an al e ab e all el e? Wha a e he im lici hing ? Wha
    a e hing ha a e alked ab n aff mee ing , M nda m ning
    mee ing ha e e he f m a e ha ge h n ha e e ne
    need kn he e me ic ? Beca e he ill f en ell ha he
    gani a i n eall ca e ab .
    S e h e ha b gi ing hi alk i gi e a g ea e
    a ecia i n f ha ' cc ing bel he face, and e na e i h
    . We h e ha i al gi e me idea ab h hel he
    gani a i n ha k i h ad UX echni e . Ma in alked
    e e da ab n n-h man e na , kn , ma be e h ld g
    ne e f he and a i e f a bi like a fi h, a f -e ed fi h he e
    a e l king b h ab e he face f he me ne el e' ac ice, b
    al eflec ing d n bel i hin n ac ice a ell. And
    n a f king. While COVID i an a f l aged ha ' im ac ed
    e e ne a nd he ld, in me a i ha been a eal i ilege
    be king i hin he heal h em a hi ime. T kn ha e a e
    eall a ing li e and making a diffe ence i hin UX. S hank .
    MICHELLE PICKRELL: Thank e e ne. Thank S e e.
    STEVE BATY: Tha a nde f l. Thank . S ha b ing he
    end f he e en a i n f da . Thank e e ne h

    View Slide