The UX of A&E
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Lightning talk at the London Content Strategy Meetup, 17 June 2013. 'A&E' is Accident and Emergency – ER in the UK. Video here: http://vimeo.com/70232969
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The UX of A&E
- 1. The UX of A&E @gabrielsmy 17 June 2013
- 2. Patients don’t want to be in hospital
- 4. No one likes to be patronised
- 8. #hungry
- 9. Patients are not people at their best
- 10. #emergency
- 12. ~Intermission~
- 13. What’s the best treatment for thirsty?
- 15. Telling a story 8 times is tedious
- 16. Hello
- 17. Goodbye
- 18. Pain can be done brilliantly
Editor's Notes
- I was grateful to be treated – but would rather have been healthy and at home
- People might want to hang out on Facebook, but most other websites people want to get out of asap.
- Information asymmetry – having to trust someone else because you don’t understand the work involved
- We don’t know if those suspiciously good reviews are posted by the staff. We don’t know how many more recipes there are on the site.
- Overcome information asymmetry – by giving more information about claims, or by showing everything
- “The maximum you can be here is 4 hours – so you’ll be here 4 hours”
- Don’t make people wait. Especially when they’re dieting.
- Neither are website users.
- People are trying to find information, in less than optimal circumstances.
- When you’re actually cooking, which recipe will be easiest to follow?
- The big, obvious needs aren’t the only ones that users care about.
- We pay for this in the price. It’s a small item compared to the product itself. But it’s full of win.
- Why is the process not more joined up across agencies?
- Website users have already started their conversation with the Internet. What part do you play? Could you answer their question without them even visiting your site?
- Or make a task, even one is secondary to your business goal, easy and delightful to accomplish?
- Compare belly injection styles. Ouch.
- Verified by Visa is bad pain. Checking accounts and paying bills via Barclays app is pain done well.
- I’m fine now, btw.