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

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


  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. Anablep

  4. 4 "Move fast and break things" → "Move fast with

    stable infra" Photo by Alex Haney on Unsplash
  5. 5 Prevention Vaccination clinic Clinical Management Home Monitoring and Infection

    Control The context NSW Health and the HCD team
  6. 6

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

  11. 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
  12. 12 12 Lots of diseases 68,000+ diseases

  13. 13 For a lifetime

  14. 14 Photo by CDC on Unsplash

  15. 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
  16. 16 Project Management Triangle Quality Cost Speed

  17. 17 Prevention Vaccination clinic Clinical Management Home Monitoring and Infection

    Control The context HCD in NSW Health
  18. COVID Vaccination Clinic Photo by Alexandar Todov on Unsplash

  19. 19 Field research – Pfizer vaccine

  20. 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
  21. 21 Service Blueprint Presentation Title Staged Journey Touchpoints Other workflows

  22. 22 HCD Team Swarming Presentation Title

  23. 23 Sketches to Design to Implementation Concepts Design Implementation

  24. 24 Field Research Check in Discharge Vaccination

  25. 25 Prevention Vaccination clinic Clinical Management Home Monitoring and Infection

    Control The context HCD in NSW Health
  26. Remote home monitoring app Photo by Syed Ali on Unsplash

  27. 27

  28. 28 Remote Home Monitoring – Patient view

  29. 29 Sketches

  30. 30 Proposed Design Implementation Proposed App Structure

  31. 31 Current clinician view

  32. 32 Current clinician view

  33. 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
  34. 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
  35. 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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  38. Clinical Management Infection Control Design Sprint Photo by Ömer Yıldız

    on Unsplash
  39. 39 Infection Control Contact Droplet Airborne

  40. 40 Infection Control From Australian Health Facility Guidelines

  41. 41 Google Ventures Design Sprint Understand Ideas Decide Prototype Test

    Day 1 Day 2 Day 3 Day 4 Day 5
  42. 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
  43. 43 Understand 1. Define a Goal 2. Define Constraints 3.

    Map User Journey 4. Consult Experts 5. Define Focus Area
  44. 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
  45. 45 Storyboarding and Role Playing

  46. 46 Prototyping and Testing Test Scenario 1 Team communication Test

    Scenario 2 Single clinician
  47. Final reflections

  48. 48 Push Boundaries Photo by Jessica Da Rosa on Unsplash

  49. 49 Photo by Kelli McClintock on Unsplash Have guard rails

  50. 50 Define your quality level By British Official Histories (History

    of the Second World War) -, Public Domain, .php?curid=6344416 Sir Robert Watson Watt Credit: Wikimedia Commons Public domain
  51. 51 Thank you Get in contact: Aaron Cheang Michelle