Short introduction of main concepts in healthcare and eyecare startups for UX-naïve audience building their startups External download link: https://www.dropbox.com/s/8zp2w5bk2hjcbxh/healthcare_UX.pdf?dl=0

2. UX User Experience Design (or UXD or UED)
"Userexperience"encompassesallaspectsoftheend-user'sinteractionwith
thecompany,itsservices,anditsproducts.
UXnotsameasUI(UserInterface)design
http://blog.careerfoundry.com/ui-design/the-difference-between-ux-and-ui-design-a-laymans-guide/
DonNorman
Consideredasoneofthefathersof
modernuser-centreddesign
“Normanhastakenacontroversial
stance insayingthatthe
designresearchcommunity has
hadlittleimpactintheinnovationof
products,andthatwhileacademics
canhelpinrefiningexisting
products,itis technologiststhat
accomplishthe
breakthroughs.[5]“
-Wikipedia

3. Service Design User Experience Design
However, search online for service design right now and you’ll
find a seemingly endless array of ‘toolkits’ and ‘design
processes’. Five circled grids. Double diamonds. Mental models.
You’d be forgiven for thinking that it was about the process of
design, rather than changing outcomes for users.
https://www.rca.ac.uk/schools/school-of-design/service-design
/
https://vimeo.com/131860129
Digital is disrupting services provided by businesses as well as public services. Says Hunter: “If we
think about education, you no longer have to have bricks and mortar – a building, a school or a
university – in order to offer educational services. You can offer online courses.” Similarly in
healthcare, smartphone apps can allow users to skip the doctor’s office altogether and receive
diagnoses virtually.
“A service is something that I use but do not own,” explains Mat Hunter, Chief
Design Officer at the Design Council. “Service design is therefore the shaping of
service experiences so that they really work for people. Removing the lumps and
bumps that make them frustrating, and then adding some magic to make them
compelling.”

4. User/Human-CenteredDesign UCD
UCD not limited to private sector,social enterprisesneeds
goodservicesaswell:
https://www.ideo.com/us/post/design-kit
http://ux.stackexc
hange.com/question
s/30093/is-user-ex
perience-design-ux
d-equal-to-user-ce
ntered-design-ucd
http://www.slideshare.net/JuliaBork
enhagen/integrating-user-centered-d
esign-with-agile-development
IntegratingUser CenteredDesign withAgile
Development
The Agile Manifesto emphasizes the importance of
individualsandinteractionsover processesandtools,andthat's
precisely where the User Centered Design approach
comes in. UCD always focuses on the users first, keeps them
involved during the entire project and emphasizes the need for
iterationsandteamcollaboration.

5. to see the world through the eyes of our customers every step of the way,” says Evelyn Huang, Director of Design Thinking and Strategy
at Capital One Labs. A Stanford / d.school Alum
https://hbr.org/2015/09/design-thinking-comes-of-age
I could list a dozen other types of complexity that
businesses grapple with every day. But here’s what they all
have in common: People need help making sense of them.
Specifically, people need their interactions with
technologies and other complex systems to be simple,
intuitive, and pleasurable.
A set of principles collectively known as design thinking—
empathy with users, a discipline of prototyping, and
tolerance for failure chief among them—is the best tool we
have for creating those kinds of interactions and
developing a responsive, flexible organizational culture.

6. Healthcare UX What does this mean in practice?

7. Healthcare UX At worst cases bad UX can even kill
WhenpoorUXtakes lives
JonathanShariat's wife, a nursing student, was sharing how passionate Jonathan was about
technologyin healthcare. Herteacherhoweverheldacontraryopinionandsharedherstory.
Jenny, a little girl, had been receiving cancer treatment for the previous four years and had
been discharged. Unfortunately she relapsed, and needed very strong chemotherapy
treatment.
After the medicine was administered, three nurses attend to the charting software, where
theyentertherequireddataandmadetheappropriateorders.
Those nurses, each with over 10 years experience, simply overlooked a very critical piece of
information. Jenny was supposed to be given 3 days of I.V. hydration. Unfortunately the nurses
haddifficultyunderstandingand respondingtothesoftwareinterface.
Jenny died of toxicity and dehydration. She had missed her hydration for two shifts.
Why?Becausethenursesweren’t abletointerpretinformation deliveredbythesystem. The screenshot of Epic EHR above shows a system similar to the one that
Jonathan’s wife uses every day.
https://www.sitepoint.com/bad-ux-healthcare/

8. Healthcare UX Raising Awareness
http://uxpa-uk.org/events/ux-and-innovation-in-healthcare/
http://clinicalux.org/
Our first event of 2016 is hosted by City University. We
have four wonderful speakers from a variety of
backgrounds who will explore, discuss and provoke
thought on UX and innovation in healthcare. Come and
hear from designers, academics and technologists who
are innovating with digital and physical technologies to
create amazing new services and products. From
dementia care to clinical trials, from smart pills to
compact catheters.
●
Solving the Healthcare Problem: Innovation, Technology, and
UX
●
Designing Products for Intimate Healthcare Needs
●
UX Design in the Context of Clinical Trials
●
Mobile Technologies for Residential Dementia Care

9. Healthcare UX Raising Awareness #2
The transformation of healthcare through technology has huge potential to
positively impact the health of individuals and populations, and that
transformation is most effective through working in teams, keeping users
(whether theyarepatients,cliniciansor others)attheforefrontoftheprocess.
http://www.nhs.uk/transformation/
http://med.stanford.edu/web/websites/training/aem-web-school/2016-ux-in-aem.html
http://projects.iq.harvard.edu/harvarduxgroup/home
http://www.eship.ox.ac.uk/ux-and-co-design-healthcare-joint-event-ux-oxford

10. Healthcare UX NHS Reacting
https://www.nist.gov/sites/default/files/documents/hea
lthcare/usability/Safety-usability-and-standards-in-th
e-NHS_Tim_Chearman.pdf

11. User-Centered Design Patient-Centered Care #1
http://dr-hyphen.co.uk/index.php/2016/01/04/why-we-need-more-doctors
-doing-healthcare-ux/
Diagnosing patientsislikediagnosingIT solutions
Doctors understand
User Centred Design
Modern doctors, especially those trained in the UK, are taught
about Patient Centred Care which is all about keeping the patient
at the centre of all decision making. This decision making process
is not just done by the clinician for the patient; it’s also done with the
patient.
Doctors genuinely care about the wellbeing of their patients, that’s
why they are willing to not have lunch or going for a wee just so
they can continue giving great care. This is exactly the same as
User Centred Design (often minus the lack of food and toilet
breaks), the only difference being that the user doesn’t have to be a
patient.

12. User-Centered Design Patient-Centered Care #2
https://uxmag.com/articles/how-do-we-design-experiences-
that-make-a-difference
http://dx.doi.org/10.1016/j.jacr.2016.09.012

13. UXDevelopment In Practice
http://www.uxforthemasses.com/resources/free-ux-tools/

14. Prototyping Double-diamonding
The Double Diamond is astructured design
approach to tackle challengesin four phases:
1) Discover/Research—insightintotheproblem
(diverging)
2) Define/Synthesis—theareatofocusupon
(converging)
3) Develop/Ideation—potentialsolutions(diverging)
4) Deliver/Implementation—solutionsthatwork
(converging)
Phasesofthisprocessareeither diverging orconverging.
Duringa diverging phase,youtryto openup asmuchas
possiblewithoutlimitingyourself,whereasa converging
phase focuseson condensing andnarrowing your findingsor
ideas.
https://medium.com/digital-experience-design/how-to-apply-
a-design-thinking-hcd-ux-or-any-creative-process-from-scra
tch-b8786efbf812#.fjuwc41m7
British Design Council’s DoubleDiamond

15. Prototyping Card Sorting
Information Architecture Exposingthe Secr
etSauce for Success
https://www.quora.com/What-are-the-best-online-card-sorting-and-analysis-tools
In a card sorting session, participants organize topics into
categories that make sense to them and they may also help you
label these groups.

16. Prototyping Wireframing
https://www.mockplus.com/blog/post/
basic-uiux-design-concept-differenc
e-between-wireframe-prototype
https://balsamiq.com/
A wireframe is a visual representation of a user interface,
stripped of any visual design or branding elements. It is used by
UX Designers to define the hierarchy of items on a screen and
communicate what the items on that page should be based on
user needs.
http://theuxreview.co.uk/wireframes-beginners-guide/

17. Prototyping Functional Prototypes with no code
Jeremy Wells: “You know that feeling you get when you discover something new that makes your life so
much easier? It could be anything; a new app, new way of thinking, new book, or a new pair of shoes.
When this rare event occurs, you think to yourself, “Wow, I wish I had known about this years ago!”
Then you move on with your new-found knowledge (or pair of shoes) and you feel like anything is
possible.
That’s how I felt when I discovered InVision.” Feb 14, 2014
https://medium.com/@mrjeremywells/7-reas
ons-why-i-use-invision-for-rapid-prototy
ping-ed1c33d5b86#.l1sx1wvqx

18. Prototyping User Personas
MARISSA LYNN MARCH20,201511:33PM
After researching numerous documents about electronic health records and medical apps I
gathered data via a user survey and professional interviews with medical professionals. I had
conversations with 2 physicians, 1 physicians assistant, 1 nurse and a clinical therapist. All of
which believe that having a universal system for health records could be beneficial for
healthcare. All this data helped me to define the main problem and to come up with user
personas for the system I designed
Whoareourend-usersandwhatdothey
want,need? Howmuch theyare willing tospend
extratime with our service, whatare their IT skills, what
sortofpainstheyhave in everyday dutiesin their jobs,

19. Prototyping Example Design Flow | Storytelling
Every startup
team member
their own
path?
How did we
come to this
MVP, to this
final product,
etc. Tell a
visual story
AdrianaMadden User ExperienceDesigner
Published on Jun 2, 2015, http://www.slideshare.net/AdrianaMadden/adriana-madden-lf

20. Healthcare UX Use Cases

21. Healthcare UX Mobile Clinical Interfacing
http://www.harkapp.co.uk/
As in our partnership with the Royal Free, we’re also implementing state-of-the-art open and
interoperable standards, viawhat’s known as a FHIRAPI. This will allow theTrust to easily, securely
and consistently integrate other apps that could improve care, whether developed by third parties
orinnovatorswithin theTrust.
https://deepmind.com/applied/deepmind-health/streams/

22. Healthcare UX Clinical vs. Consumer Mobile
1)Focus
A successful mobile medical application should be able todemonstrate clinical benefitsand offer real value toitsusers—whether they
arepatients, healthcare practitioners, or both
2)UnderstandtheHealthcareSystem
Medical appsshould align withthe healthcare systemstonotonlybe in compliance with thelegal and regulatorysystemsin the local
markets, butalsotodemonstrate value toother stakeholders, such as payers,providers, and employers. For example, adeveloping
countrymayhavefewer doctors-per-capitacompared toadeveloped economy. Thedoctor to patient ratioisestimated tobe1:1,500
inIndiaand 1:1,000 in China, while thisratiois1:350 in the U.S. The smart phone might be the onlyconduit for care in rural areasof
developing economies, buildingastrongcase for telemedicine.
4)On-BoardExperts
When developingan app for aparticular disease, it'smandatorythat amedical expert with specialization in that disease beon-
boarded and frequentlyconsulted through the development cycle. Medical apps require deep and sometimesveryspecific medical
knowledge that isbeyond most developers.
7)GetintheTrenches
To really understand stakeholder psychology, developersshould entrench themselvesin the worldsofboth patientsand physicians.
The developer should understand and appreciate theutilityof such knowledge. An app that accuratelyrecords real-time information
from patientscan be used by physicianstomake crucial decisionsand isfar more useful and valuable than atool gathering
extraneousdata.
9.DataandProcessesFirst;ThenLogic
Traditionally, alack of high qualitydataplagued the healthcare industry, leadingtoclinical trial delaysand product failures. Today,
however, high qualitydataisrelativelyinexpensive toacquire and use. Doctor'sofficesare alsoincreasingly usingelectronic health
recordstocloselymonitor patients and deliver healthcare services. Most app developers, however, embrace approachesthatinvolve
logic- and rules-based clustering, expressingrelationshipsbetween entitiestoarticulate their app'svalue. Unlessinformation about
those entitiesisavailable, association maps, connections, and processescannot be built
https://uxmag.com/articles/best-practices-for-medica
l-app-development-go-beyond-standard-ux