Designing ImagineCare: A human solution, enabled by technology

Combination of my slides presented at HxRefactored 2016 during keynote "ImagineCare: The Revolution is Now" (with ImagineCare's CXO Nate Larson) and panel "Improving Care Experiences Through Human Centered Design"

Transcript

1. #HxR2016 #ImagineCare @uxjam Designing ImagineCare A human solution, enabled by technology Jamie Thomson • Experience Design Director #HxR2016 #ImagineCare @uxjam
2. #HxR2016 #ImagineCare @uxjam Background
3. #HxR2016 #ImagineCare @uxjam Mad*Pow’s role Design, behavior change, research, and technology Ensure the team is on the same page as far as ‘what the vision is’ Help articulate ‘what the vision is’ through design principles, big picture ideas, key screens Jan-Feb 2015 Mar-Apr 2015 Business & Technology discussions, scoping, planning May 2015 User research to assess concepts and explore service nuances with users prior to starting build Jun 2015-Present Collaborate with partners to architect & build – iterative releases, beta to pilot Design all details of iOS app Design all details of clinician app Design all details of customer webapp Adjustments based on implementation & beta testing Background (Also: fun workshops, ice cream, NeverEnding Story-inspired project management tools)
4. #HxR2016 #ImagineCare @uxjam Jan 2015 Stakeholder Interviews Stakeholder interviews often go like this… …but not with ImagineCare
5. #HxR2016 #ImagineCare @uxjam Technology as enabler, not destination Jan 2015 Stakeholder Interviews This is not a technology solution, but really a human solution enabled by technology to help people self manage. We are the conduit between teams managing care, individuals, and their goals … supporting them in the manner they want to be supported. We give you the tools and capabilities so you feel you have the power to take control.
6. #HxR2016 #ImagineCare @uxjam Real personal relationships Jan 2015 Stakeholder Interviews The staff need context on the patient, it can’t feel like an offshore call center. They have to feel like we know them. Every patient is different, so I adjust based on the patient … I communicate differently with my professor patients than with the Harley-riding gun-loving machinists … but it’s the same amount of science, not patronizing. Healthcare can be user-centric. You can receive healthcare when and where you need it, and on your terms.
7. #HxR2016 #ImagineCare @uxjam Make Money measure: revenue, profit Save Money measure: optimal utilization of capitation Improve Medical Outcomes measure: population trends in biometrics, system utilization Improve Patient Customer Satisfaction measure: questionnaires BUSINESS Strengthen Relationship between Patient Customer & System measure: volume, frequency, and effectiveness of interactions Increase Feelings of Self-Efficacy measure: questionnaires Improve Self Management Behaviors measure: meds taken, data logged, healthy activity PATIENT CUSTOMER High Level Goals Kickass Staff Experience measure: retention, satisfaction with the software, customer satisfaction Jan 2015 Stakeholder Interviews
8. #HxR2016 #ImagineCare @uxjam Jan 2015 Design Workshop
9. #HxR2016 #ImagineCare @uxjam Jan 2015 Design Workshop “Be a great listener – respectful, present, empathetic, friendly, humble” “Build and maintain trust – both in perception and the technical reality – across customers, clients, and people’s medical neighborhoods”
10. #HxR2016 #ImagineCare @uxjam Jan-Feb 2015 Screen Exploration How are they entering the app? Why are they coming in? What do we want them to know? How do we want them to feel?
11. #HxR2016 #ImagineCare @uxjam Jan-Feb 2015 Screen Exploration
12. #HxR2016 #ImagineCare @uxjam May 2015 Concept Testing About the Program Diagnosed with high blood pressure (hypertension) about 18 months ago, you’ve been struggling to make the changes in your diet and daily life that will help lower your blood pressure. During a follow-up visit at your doctor’s office, a staff member talks with you about ImagineCare, a program that will help you monitor your blood pressure daily and encourage and support you in the health changes you want to make. You’ll download an app for your smartphone and will receive a free blood pressure cuff, activity band and scale whose readings will go directly to the app and to your ImagineCare team. She explains that ImagineCare will be available 24/7 to help you manage your hypertension.
13. #HxR2016 #ImagineCare @uxjam May 2015 Concept Testing C Branded Polo B White Coat D Casual A Scrubs
14. #HxR2016 #ImagineCare @uxjam Scenario: You’ve achieved a milestone in your health and wellness goals. Which message would you rather receive? A B May 2015 Concept Testing
15. #HxR2016 #ImagineCare @uxjam May 2015 Concept Testing A B You have a chronic pulmonary (lung) disease and the ImagineCare team can tell you’ve been using rescue medication inhalers more often C
16. #HxR2016 #ImagineCare @uxjam May 2015 Concept Testing Participants were asked to complete the sentence This app makes me feel… “Secure and in touch with my caregiver and somebody who knows my condition, I feel safe. Having somebody monitoring me. I feel like I’m out here on my own, if I need to ask a question I could call.” “more secure I guess. Just so that I know somebody’s out there that cares” "more secure – If I am too casual, if I do forget occasionally, it will remind me, its also showing me the trends. And that’s good. "Comfortable – has benefits, could be beneficial. Could give me a "little more incentive to keep better track of all my numbers, keep all in one location – especially if goes to doctor“ “More comfortable that I’m maintaining my health and progressing in a positive direction. Like I’m serious about what I’m doing, taking steps that will help me, and that I have a team of people that are working with me and monitoring me on a continuous basis to ensure that I’m going in the right direction and to help push me in the right direction.” “special - because someone's looking out for my health other than myself and my doctor “special. It’s personalized to you, to make sure your health is better” “self conscious about my health – making me be diligent about my health. Telling me things I should be aware of. Doing some due diligence on my behalf” “curious – doesn’t seem like it’s just to keep track, but to keep track and get feedback, and also wonder about how you get it, if it’s expensive, does insurance cover it” “That it could be very useful and beneficial. Good way to track and communicate, hopefully two-way communication vs just one-way.”
17. #HxR2016 #ImagineCare @uxjam May 2015 Concept Testing Participants were asked to select 3-5 words that described the ImagineCare app and service Motivating, Helpful, Relevant, Useful Essential, Smart, Convenient, Easy to Use, Clear Manageable, Meaningful, Personal, Time saving, Valuable, Friendly, Effective Fun didn’t make the list
18. #HxR2016 #ImagineCare @uxjam June 2015-July 2015 Detailed Design for Customers Delighting our customers means they feel… #1 Cared for & Cherished #2 Respected & Understood #3 Comfortable & Confident #4 Amused & Charmed
19. #HxR2016 #ImagineCare @uxjam
20. #HxR2016 #ImagineCare @uxjam Aug 2015-Sept 2015 Detailed Design for Clinicians
21. #HxR2016 #ImagineCare @uxjam Aug 2015-Sept 2015 Detailed Design for Clinicians
22. #HxR2016 #ImagineCare @uxjam Aug 2015-Sept 2015 Detailed Design for Clinicians
23. #HxR2016 #ImagineCare @uxjam Aug 2015-Sept 2015 Detailed Design for Clinicians
24. #HxR2016 #ImagineCare @uxjam June 2015-Present Implementation
25. #HxR2016 #ImagineCare @uxjam Test & collaborate with your users Design process involves everyone (especially nurses!), not just designers Test for emotional engagement as well as usability Get it out in the wild – the lab can only tell you so much Takeaways Mind the little details, especially language Tone + Information + Interaction à Experience Walt Disney “When your values are clear, making decisions becomes easier.” Know thyself