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.

Transcript

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. https://creativecommons.org/publicdomain/mark/1.0 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
10. 10 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
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 Screens
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
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.
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 https://aushfg-prod-com-au.s3.amazonaws.com/download/RLS_1BR-IS-N1_4.pdf
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) - http://www.ibiblio.org, Public Domain, https://commons.wikimedia.org/w/index .php?curid=6344416 Sir Robert Watson Watt Credit: Wikimedia Commons Public domain
51. 51 Thank you Get in contact: Aaron Cheang Aaron.Cheang@health.nsw.gov.au Michelle Pickrell Michelle.Pickrell@health.nsw.gov.au