Design Thinking: 5 Steps to Healthy Healthcare Apps

Lorraine ChapmanSr. Director of Healthcare | Macadamian

March 3, 2016Jeff Belden MDProfessor | University of Missouri

Lorraine Chapman Has no real or apparent conflicts of interest to report.

Jeff Belden MDHas no real or apparent conflicts of interest to report.

Conflict of Interest

What is Design Thinking?Five Principles of Design Thinking (with examples)LearnDefineIdeateBuildIterate

Agenda

Learning Objectives

Describe 5 easy steps to incorporate UX best practices into your product development processes

Discuss rationale for including UX processes in any Healthcare product design

State common design research methods and activities that go into the creation of ‘usable’ products

Satisfaction

Treatment / ClinicalSavingsImprove support for collaborative decsion making to achieve BP treatment goals.

Electronic Secure DataIncorporate patient-generated home BP measurement into the display of BP data and treatment decisions.

Patient Engagement andPopulation Management

Improve ease of use of BP trend display via the patient portal.

Introduction: How Benefits Were Realized for the Value of Health IT

Who are we?

Lorraine ChapmanLorraine is Sr. Director of Healthcare at Macadamian. She has been practicing in user experience design for more than 18 years. She plays a pivotal role harmonizing end user needs, client expectations, and current technology.

Her ability to grasp the subtle dynamics of a requirement enables her to provide solid business direction to medical information tool providers, electronic medical record vendors and digital health companies. Lorraine’s expertize delivering people-centered solutions makes her a sought after speaker and presenter. Lorraine embodies Macadamian’s commitment to solving big-picture problems for all the stakeholders in our clients’ projects.

Highly engaged in the healthcare industry, Lorraine has authored and contributed to countless articles, whitepapers and events on the topics of user experience in healthcare, and in 2014 she was appointed chair of the HIMSS HIT User Experience Committee.

Who are we?

Dr. Jeff BeldenJeff Belden MD is a family physician and Professor at the University of Missouri – Columbia. He works on EHR innovation projects at the Tiger Institute, a technology collaborative between the University of Missouri and Cerner Corporation. He is the Founding and Former Chair of the HIMSS EMR Usability Task Force and a current member of the HIMSS HIT User Experience Community. Belden was lead author of Inspired EHRs: Designing for Clinicians, a guide for EHR usability, online at inspiredEHRs.org.  He has a special interest in improving the EHR user experience, and in the visual display of information. He delights in working with a small team, a sketchbook, and a whiteboard. His past experiences in photography, filmmaking, layout and design, typography, and consulting in healthcare software design inform his approach to user-centered design thinking.

What is “Design Thinking”?

“Edison made it [innovation] a profession that blended art, craft, science, business savvy, and an astute understanding of

customers and markets.”

– Tim Brown (CEO IDEO)

Tim Brownhttps://hbr.org/2008/06/design-thinking

“Design thinking is a lineal descendant of that tradition. Put simply, it is a discipline that uses the designer’s sensibility and methods to match

people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity.”

— Tim Brown (CEO IDEO)

Tim Brownhttps://hbr.org/2008/06/design-thinking

1. Define the problem 2. Create & considermany options

3. Refine selecteddirections

4. Pick the winner,execute

Fast Companyhttp://www.fastcompany.com/919258/design-thinking-what

Wheremagichappens

Business

Experience Technology

Intersection for Innovation

Five Principles of Design ThinkingLearn

DefineIterate

Build Ideate

Learn

Empathize with the user, customer, client.

Listen, observe and engage with them.

Understand their desires, needs, challenges and problems.

Ask the right questions to get the right answers

• Questionnaires

• Focus groups

• Interviews

• Observation

• Contextual inquiry

• More research

• Timeline

• Events or activities

• Phases

• Related information

• Touchpoints

• Relative highs & lows

• Pain points and opportunities

Project: Better IT Tools To Display Home & Office BP

Support collaborative (patient-provider)treatment decisions

Foster patient engagement in treatment actions

Understand BP in context of medication and lifestyle changes.

Achieve better BP control

ObservationsIn video-recorded visits, family physicians shared:

Blood Pressure

11/05/2015

8/14/2015

2/28/2015

3/10/2014

136/87 146/93 151/96 162/98

Graphs Numbers

10of time%90of time

%

Very Detailed

ArtifactsPatients recorded home BPs range from…

Very Unstructured

Artifacts…to…

ArtifactsCurrent BP graph examples

Artifacts – Coming soonRivers of data: Cuff downloads, HIE dumps, more

Personas

Define

Key stakeholder alignment and collaboration.Define your value proposition.

DefineVisualize your value proposition with storyboards

Define

Visualize your value proposition with high level workflows

BP Project Aim

What do patient & physician need regarding clinic & home BPs?

Design display for both for better informed, shared decisions.

Can we summarize trend data?

Ideate

Generate many, many ideas!

Visualize your ideas with usage scenarios, concepts and evolving design

Ideate

Visualize your ideas with workflows and sketches

Ideate

Make lots of sketches, so you can discard most of them.

Ideate

Ideate

Refine ideas that pose problems.

Refine concepts and compare options.

Ideate

Build

Prototype to verify with your users and stakeholders

Validate requirements and design direction

Do this iteratively throughout the entire process.

Objective Researcher& Real User

Build

Build.ISSUE: Some of the participants wanted the ‘Details’ panel to update depending on the context (e.g. no ‘Onset’ if they are in ‘Physical Exam’).QUOTE: I'm not sure if that belongs in the ‘Physical Exam’ but rather in

the ‘History’. The fact that he has been having neck pain for one month is in the ‘History’. This could be context relevant details… a lot of these things are more appropriate to the history than the physical.NOTE: All of the participants indicated that most of the findings they would like to include in the final note should already be available in the template as un-entered findings (i.e. so that they do not have to add other findings).QUOTE: I think this seems to be a simple way to enter these phrases, so I think the key is having the necessary phrases in the list. That’s going to be a success factor.

KUDOS: To add the detail ‘severe’ to the finding, most of the participants hinted at free texting. However, some indicated they would do thisby tapping on ‘Add text’.

Prototype to verify with your users, customers, clients and stakeholders

Lessons Learned from Patients

Lessons Learned from Patients

Lessons Learned from Physicians

Lessons Learned from Physicians

Five Principled of Design Thinking

Talk to your users (both internal and external) to find out how you can help them

Co-create to find solutions to users’ problems & opportunities to improve experiences

Validate potential solutions with your users

Refine the solution and build a prototype

Test the prototype with users

Key Takeaways

The key to great design solutions is iterating on the design and collecting

user feedback throughout the whole cycle and not just at the end.

Key Takeaways

Satisfaction

Treatment / ClinicalSavingsImprove support for collaborative decsion making to achieve BP treatment goals.

Electronic Secure DataIncorporate patient-generated home BP measurement into the display of BP data and treatment decisions.

Patient Engagement andPopulation Management

Improve ease of use of BP trend display via the patient portal.

Summary: How Benefits Were Realized for the Value of Health IT

Questions

Jeff Belden MD | beldenj@missouri.edu | Twitter: jeffbelden | LinkedIn: jeffbelden | inspiredEHRs.org

Lorraine Chapman, Sr. Director of Healthcare| lorraine@macadamian.com| Twitter:@lorchapman | LinkedIn: http://ca.linkedin.com/in/lorrainechapmanottawa

Thank you.