Service Design: Your (Not So) Secret Weapon To Deliver Great Experiences in the Age of COVID

Patient, provider, and caregiver experiences grounded in service design methods become uniquely powerful aids for navigating the changing landscape of health care and our mid pandemic world more generally. Aligning teams and processes around the delivery of patient- and customer-centered experiences is challenging, and service design methods help us take into account the full context of their experience, including the ecosystem of actors (human, physical, and technological infrastructure) that influence it. These methods, including ethnographic research, journey mapping, service blueprinting, value flow ecosystem mapping, and similar ways of developing a cohesive experience strategy, help us more clearly understand the current state of customer needs and ultimately, better patient experiences and outcomes even in a world with so much uncertainty where traditional service models become obsolete or undesirable.

Reimagining the patient and provider experience through strategic design

Poorly designed systems and processes are leading to bad patient experiences, poor health outcomes and healthcare workers suffering from burnout. This talk focuses on how a strategic approach to designing healthcare systems of the future can address these challenges and elevate the experience for both patients and healthcare provider staff.

UX Design practitioners and Healthcare Industry Leaders looking to improve the experience and outcomes of their patients and healthcare staff.

The Value Of Virtual Care A strategic futures, research and design exploration

The COVID 19 pandemic necessitated a rapid implementation of virtual care within our healthcare system, generating previously unimagined levels of virtual care uptake and accessibility. The transition to virtual care revealed many benefits and rewards for both patients and providers including a reduction in cost, time saved, and greater protection from infection through a ‘replacement’ of discrete in-person ‘moments’ of care with digital interactions such as phone and video visits. But what else might be possible and what we might be able to design for a post-pandemic world.If healthcare systems are to capitalize on the affordances of digital health and technology solutions, we must continue to change and adapt how we consider the role of virtual care and technology across the care experience. Using design research and strategic foresight methodologies, this design research exploration proposes a more integrated care model. Extending digital health interactions across a broader spectrum of time and care modalities may have the potential to support patient-provider relationships through ongoing asynchronous connection and communication.

Digital design for behaviour change

Digital solutions offer great promise to positively impact our health and wellness outcomes. Whether someone wants to drink more water or to manage their chronic conditions, the digital health market is growing rapidly, and people have plenty of app options to choose from. However, the apps’ mere existence does not guarantee a positive outcome.

Design Leadership During – Covid 19

The presentation describes the challenges that the leadership team faced as a result of embracing Virtual Working. I’d like to share some practical tips gleaned from my own experience, which I put into practice during this phase.

Doctor to Designer – An interview with a Clinical UX Designer

As the value of UX professionals becomes more known, the demand for them is ever increasing. More people are changing professions to begin a career in UX. But what does it take to leave a stable and respected career as a doctor to become a UX professional in healthcare? During this keynote session, Dr. Gyles Morrison, pioneer of Clinical UX will interview one of the latest doctors to join Clinical UX fraternity, Dr. Hillary Hines. They will cover their unique journeys from life as a doctor to a designer, and discuss the problems they seek to solve as Clinical UX professionals.

Content Fidelity in Usability Testing: A Case Study

For startups, speed is crucial. Havana of Florence Healthcare shares how her small team was able to conduct usability testing on a new clinical trials consent form tool despite the company having no infrastructure or resources for testing, difficulties in accessing end users, the challenges of a brand new market, seeking diverse subjects, and how they had to tweak the level of fidelity of the consent form to get real, genuine user insight. This talk will be followed by a facilitated discussion on how to overcome challenges in conducting usability tests.

UX in Pediatric Biomedical Informatics

While UX is widely known across the IT industry and some corners of healthcare, it’s relatively new to biomedical informatics. As a UX designer and researcher at one of the top pediatric hospitals in the world, I will share my journey with the audience and further, will showcase the breath of projects that I have been working on. From patient-facing mobile and web applications to life sciences software for researchers and scientists, the impact that UX can make on the quality of products developed by a biomedical informatics team is huge. The talk will also cover the human-centric approach used to conduct user research and across the design process. The overall purpose of this presentation is to share the golden opportunity and for the most part, hidden opportunity that the collaboration between human-computer interaction and biomedical informatics can bring but more importantly, to share a proven process model to integrate HCI/UX that can be applied across any hospital in the world.

From Challenge to Opportunity: Optimizing Healthcare User Research in the Covid / Remote Era

This talk focuses on creating an optimal mix of qualitative and quantitative research methods for healthcare research and testing by reducing reliance on pure analytics, usability testing, or pure qualitative discovery methods. While a robust research mix has long been the stated goal for most researchers, the reality has been heavy reliance on qualitative insights from anecdotal/small sample sizes, combined with a focus on federally mandated usability assessments for medical devices. This talk will share a simple framework for optimal UX research that could be applied to any sector. We will then discuss how UX research at GE Healthcare evolved during Covid, given the lack of in-person testing or site access, to focus on remote methods. Finally, an example of using targeted, double-blind remote surveys to bridge the “best of” both qualitative and quantitative approaches will be shared as an example of a happy medium  healthcare research approach.

Design Processes Are Overrated

One of the most common factors considered when someone applies for a job entails the design process one uses on their projects. It’s sought in portfolios and discussed during the interview. Many companies even use experience with design processes as a differentiator, basing hiring decisions upon the breadth and types used. In truth, however, many such queries are worth as much as asking someone about the air they breathe. During this talk, Darren will analyze several design processes to reveal what’s really under the hood, challenging us to rethink the values placed upon these methods.