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Aaron Cheang & Michelle Pickrell - Saving lives and making a difference

August 24, 2021

Aaron Cheang & Michelle Pickrell - Saving lives and making a difference

UX Australia 2021 DAY 2

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.


August 24, 2021

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  1. 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
  2. 2 About us Aaron Cheang Acting Director Health Prototyping Centre

    Michelle Pickrell Acting Senior Manager – Human Centred Design
  3. 4 "Move fast and break things" → "Move fast with

    stable infra" Photo by Alex Haney on Unsplash
  4. 6

  5. 7

  6. 8

  7. 9

  8. 10 We serve a diverse Community 25% LIVE IN REGIONAL

  9. 11 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
  10. 15 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
  11. 20 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
  12. 27

  13. 33 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
  14. 34 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
  15. 35 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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  18. 42 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
  19. 43 Understand 1. Define a Goal 2. Define Constraints 3.

    Map User Journey 4. Consult Experts 5. Define Focus Area
  20. 44 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
  21. 50 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