James Oliver Senior from Mayo Clinic shares insight on delivering delightful patient experiences at Delight 2013. Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference

1. Experience Design in Healthcare. Confidential © Mayo Clinic 2013.
Experience Design in Healthcare
James Senior
Sr. User Experience Designer, Global Business
Mayo Clinic
Confidential Material. Please treat the business documents, strategies, and supporting information in this presentation as confidential information.

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The needs of the
patient come first
Drs. Will & Charlie Mayo 1860s

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Inside Mayo Clinic

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Delight in Healthcare
OED: Pleasure, joy or gratification felt in a high
degree. To give great pleasure of enjoyment. To
please highly.
Healthcare: Relief from Pain or Suffering. Being
Witnessed. Hope!

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User Journeys

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HEALTH
CONCERN
SELF DIAGNOSIS
SELF TREATMENT
TRIAL-AND-ERROR LOOP
SECOND OPINION LOOP
SEEKING DIAGNOSIS DIAGNOSIS SEEKING
TREATMENT
DECISION:
WHERE SHOULD I GO
FOR DIAGNOSIS?
DECISION:
WHICH TREATMENT
AND WHERE SHOULD
I GET IT?
TREATMENT
ONGOING
MANAGEMENT
DECISION:
DO I NEED TO SEEK
PROFESSIONAL HELP?
ADDITIONAL TREATMENT LOOP
PERSONAL HEALTH CARE EXPERIENCE MAP v1.0

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DIAGNOSIS SEEKING
TREATMENT
DECISION:
WHICH TREATMENT
AND WHERE SHOULD
I GET IT?
TREATMENT
ONGOING
MANAGEMENT
ADDITIONAL TREATMENT LOOP

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Behavior Mapping

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Experience Design
Empathize with the users "
and the right design will emerge
On a multi-disciplinary team, "
Experience Designers advocate for users

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Multi-User Design

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Mobile Wellness

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The Wellness Market
500 cos making tracking tools (+35% 2012)
~13,000 health and fitness apps are available
21% track their health use technology

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Delight and Wellness
Data Collection
& Aggregation
Behavioral Science
Medical Expertise
Ongoing Support
Coaches & Friends
+
+

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Review
User Journeys
Behavior Mapping
Multi-User Design
Mobile Wellness

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Good design is easier
than you think!

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@jamessenior"
Thank-you"
James Senior
Global Business, Mayo Clinic