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Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

Designing for the Healthcare sector is complex and challenging. An intricate knowledge of the healthcare structure does little to reveal the authentic experiences of those hardened by years of exposure to second victim trauma and empty promises from leaders within the sector. How can UX find the truth of the voices within the sector and undo the effects of ethical fading at the clinical interface?

This presentation will define ethical fading, demonstrate its insidious presence in healthcare and how UX can help stop it in its tracks!

uxaustralia
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April 28, 2022
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Transcript

  1. ETHICAL FADING
    Is UX the remedy for
    at the clinical
    interface?
    Nicole Jess
    Women in UX - 26th April 2022

    View Slide

  2. v
    2
    WHAT IS
    ETHICAL
    FADING?
    The Organizational act of dehumanising a
    person or human centred event in order
    to reduce the impact or sense of severity
    (in moral/ethical regards) of the decisions
    that are made in association with those
    people or events.

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  3. v
    3
    PSYCHOLOGICAL
    NUMBING
    Reflex response to persistent
    overwhelming pain or fear which, due to
    the ongoing nature, results in a
    significantly reduce or absent response
    “It’s just constant. Every
    day I see people suffering
    more than they need to. I
    just have to turn off
    sometimes in order to stay
    sane”

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  4. v
    4
    SELF DECEPTION
    By avoiding or disguising the moral
    implications of a decision, an individual
    can behave in a self-interested manner
    while maintaining a firm conviction that
    they are an ethical person
    ”I can't do anything more than
    I am doing to help the
    patients on the ward. It’s
    beyond my control”

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  5. v
    5
    MORAL
    DISENGAGEMENT
    Process by which an individual or group
    first distances themselves from the
    normal or usual ethical standards of
    behaviour then form the belief that new
    unethical behaviours is justified due often
    to some perceived extenuating
    circumstances
    ” I did what I had to do to
    get through the shift. Sure,
    some patients wouldn't
    have been didn't get the
    best care but they’re still
    alive”

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  6. How can UX
    REMEDY
    Ethical fading?

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  7. 7
    Accurate problem space scoping requires in-depth research through an lens aware of the
    subtleties of ethical fading.
    As designers, we can use a systems thinking approach to expand the proposed scope, while
    using these findings to explore the peripheries for hard to find stakeholders who may play a
    subtle but important role.
    WHAT’S THE PROBLEM?
    ETHICAL FADING &
    DESIGN RESEARCH DEFINE STAKEHOLDER LABELS DIVE INTO NUANCES
    ● Include multiple
    perspectives
    ● Understand the complexity
    & interconnectedness
    ● Removes assumptions
    ● Define human cost
    ● Clarify internal hierarchies
    ● Engage internal
    stakeholders
    ● Take the time to learn the
    subtle differences
    ● Nuances can moral
    disengagement & ethical fading
    ● Beware of euphemisms,
    palliative comparison, the
    minimisation of consequences
    ETHICAL FADING CAN LEAD TO LIMITED PERSPECTIVE OF THE
    PROBLEM SPACE

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  8. 8
    Reducing the proximity of decision makers to the interface can be achieved by
    physically, cognitively and emotive means.
    As designers, it is our responsibility to carry the authentic voice of the research and
    cohort participants to the client and beyond the point of package delivery
    WHAT’S THE DISTANCE?
    ETHICAL FADING &
    KNOW YOUR
    NARRATIVES
    LANGUAGE LEVERAGES
    PROXIMITY
    MAP THE MEANING
    ● Ensure opposing or diverse
    voices to be heard
    ● Authenticity speaks in
    direct quotes
    ● Beware of bias when
    summarizing
    ● Point of view impacts
    perspective
    ● Proximity impacts
    terminology
    ● Terminology indicates
    proximity
    ● Proximity is effectively
    highlighted with visual
    aids
    ● and problem space
    THE GREATER THE DISTANCE BETWEEN DECISION MAKERS AND
    THE PROBLEM SPACE, THE GREAT THE RISK OF ETHICAL FADING

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  9. 9
    Collaboration and co-design should include clinicians and non-
    clinical support staff to ensure efficacy of solutions across
    shared pain points. Engaging all functional stakeholders
    improves continuity of care
    WHO’S ON BOARD?
    ETHICAL FADING &
    INVITE, DON'T IMPOSE RECRUIT INCLUSIVELY ENGAGE ACROSS THE JOURNEY
    ● Co-design with people at
    the pain point
    ● Ensure safety in sharing
    ● Meet stakeholders
    where they are
    ● Seek suggestions!
    ● Use internal panels
    ● Ensure inclusivity within
    cohorts
    ● Find edge users
    ● Cold call if necessary
    ● Carry stakeholders
    across the journey
    ● Iterate at the scene (or)
    ● Recreate the scene
    ● Close the loop
    EXCLUSION OF FUNCTIONAL STAKEHOLDERS CARRIES ETHICAL
    FADING THROUGH TO THE SOLUTION PHASE AND BEYOND

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  10. KEY
    TAKEAWAYS
    - Ensure authentic narratives are not
    compromised for comfort
    - Challenge scope to ensure inclusive
    engagement practices
    - Beware of bias, and allow for contradictions
    to emerge
    - Ethical fading occurs from the top
    down
    - Scope and Map internal hierarchy to
    identify proximity and complexity
    - Use language to reduce proximity to
    minimise the potential for ethical
    fading

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  11. NICOLE
    JESS
    YOU!
    THANK
    With illustrations by Patience Loh

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