8. Very low satisfaction across the sector
Survey of 3200+ ambulatory physicians http://medicaleconomics.modernmedicine.com/medical-economics/news/2017-ehr-report-card
12. 2 Recognizing Design as a
strategic lever
“...when I think about the
hottest job and the lever most
likely to untangle the vines
that are strangling health care
organizations today, I’d say
it’s experience design.”
- athenahealth’s CEO
13. Ready, willing, and able to invest in
Design3
2014:
● 65+ designers and researchers
● Partnered with product and engineering
44. What we discovered
Reliability
Ease Of Use
Retention
User Perception Loyalty Business Metrics
.28
.63
Satisfaction
with product
Likelihood to
recommend
(leaders, LTR)
44
.9782% 77%
Paid
Referrals
8:1
6:1
48. Heuristic
Avg. Design
Quality Score
Negative
Findings
Match Between System and Real
World
1.1 410
Flexibility and Efficiency of Use 1.3 302
Error Prevention 1.3 291
Consistency and Standards 1.8 463
Aesthetic and Minimalist Design 1.7 337
Recognition Rather than Recall 1.6 221
Visibility of System Status 1.8 275
Help Users Recognize, Diagnose
and Recover from Errors
2.0 82
User Control and Freedom 2.2 102
Help and Documentation 2.4 82
Critical Problems Major Problems Minor Problems Acceptable Excellent
0 1 2 3 4
User Role Avg. Score 17.7?
Patient 2.5
Clinical Staff 2.0
Nurse 1.9 ✓
Care Manager 1.9
Provider 1.9 ✓
Front Office Staff 1.7 ✓
Management 1.3 ✓
Practice Manager 1.1 ✓
Billing Manager 1.1 ✓
Billing Staff 1.0 ✓
Workflow Improvement Initiative - 55 workflows & 3,250 findings
49. 10 Heuristics for User Interface Design
HEURISTIC GUIDANCE
Consistency and standards Follow widely accepted interface design standards
Match between system and the real world Speak the users’ language, follow and/or build upon their mental model
Visibility of system status Keep users informed about what is going on
Flexibility and efficiency of use Cater to both inexperienced and experienced users, allow users to expedite frequent actions
Error prevention Eliminate interactions that allow users to make mistakes
Aesthetic and minimalist design Prioritize and focus on what’s necessary and no more than that
Recognition rather than recall Minimize cognitive load by making objects, actions, and options visible. Don’t make users
hunt for info, tasks, and functionality.
Help users recognize, diagnose, and
recover from errors
Clearly communicate errors: precisely indicate the problem and constructively suggest a
solution
User control and freedom Ensure users feel in control of their experience, set expectations, and make it easy to undo
Help and documentation In-line, context-sensitive, easy to search, focused on the user's task, featuring concrete steps
to be carried out
Heuristics provide shared language
53. EXPERIENCE MEASUREMENT FRAMEWORK (v 1.2)
ALPHA | BETA GAEXPERIMENTATIONDISCOVERY
Build the thing right
Prioritize opportunities
Importance
Satisfaction
Test design concepts
Importance
Satisfaction
Perceived usefulness
Intent to use
Usability
Measure internal alignment
Should we build it?
Can we build it?
Test live feature
Satisfaction
Perceived usefulness
Adoption
Usability
Monitor feature
Satisfaction
Performance
Adoption
Build the right thing
54. EXPERIENCE MEASUREMENT TOOLS & INSTRUMENTS
ALPHA | BETA GENERALLY AVAILABLEEXPERIMENTATIONDISCOVERY
User feedback
repository
QUAL &
QUANT
Jobs-to-be-done
Needs Scoring
QUANT
Concept
Resonance
QUAL
Concept
Validation
(minimum n=25)
QUANT
Usability Test
(minimum n = 5)
QUAL &
QUANT
Design Quality
Score
QUANT
Behavioral
Analytics
QUANT
Alpha / Beta
Feature Survey
QUAL &
QUANT
Behavioral
Analytics
QUANT
User Perception
Survey
QUAL &
QUANT
55. EXPERIENCE MEASUREMENT TOOLS & INSTRUMENTS
ALPHA | BETA GENERALLY AVAILABLEEXPERIMENTATIONDISCOVERY
User feedback
repository
QUAL &
QUANT
Jobs-to-be-done
Needs Scoring
QUANT
Concept
Resonance
QUAL
Concept
Validation
(minimum n=25)
QUANT
Usability Test
(minimum n = 5)
QUAL &
QUANT
Design Quality
Score
QUANT
Behavioral
Analytics
QUANT
Alpha / Beta
Feature Survey
QUAL &
QUANT
Behavioral
Analytics
QUANT
User Perception
Survey
QUAL &
QUANT