all together now: leveraging participatory design to create innovative and user-centered health care...
DESCRIPTION
This workshop was presented at the Healthcare Experience Refactored conference by Susan Dybbs and Katie McCurdy. *** Dusty, unused PHRs. Complex EHRs out of line with clinicians’ workflows. Clearly many of our best attempts to improve healthcare with digital tools are failing. It’s not for a lack of time or money—it is because the design of these tools is not rooted in users’ needs, behaviors, preferences, or even ergonomics. Now is the time to bring the end user back into the design process. A Participatory Design session brings end users together to help them articulate their needs and generate solutions. When conducted throughout the design process, this method allows us to create delightful experiences that truly address user’s needs, mental models and context – and that they actually want to use. Susan and Katie will leverage their experience as User Experience Designers and Researchers to help you get acquainted with the theory and practice behind Participatory Design. By the end of this hands-on workshop, you’ll have a good understanding of participatory design techniques; you’ll understand when participatory design is useful, and you’ll have experienced this technique first-hand as a participant. Whether your end users are patients, healthcare professionals, or administrators, you’ll walk away with the basic skills to conduct your own Participatory Design workshops. This session is for anyone who wants to understand how to bring the end user’s voice into the design process.TRANSCRIPT
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All Together NowParticipatory Design Workshop • HXR 2014
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Katie McCurdyUser Experience Designer Consultant, E-patient
@katiemccurdy
Susan DybbsDesign DirectorCollectiveHealth
@dybbsy
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Tell us your name, what you do,
why you’re here
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AGENDA+ What is Participatory Design, & how can I use
it?
+ Exercise 1
+ Break
+ Exercise 2
+ ‘How to do it’
+ Reflect
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WHY WE’RE HERE
Designing without our end users just doesn’t work.
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Participatory Design!
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WE WANT YOU TO WALK AWAY WITH:
+ Practical experience as a participant
+ Excitement about participatory design
+ Confidence to plan your own session
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We want you to have fun!
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WHAT
Participatory design brings your end users into the design process, usually in a workshop format. Also called co-designing.
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WHAT
Can be used to help design digital or physical products…or services, workflows, systems, policies, etc.
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WHY
+ Research emotionally charged subject matter
+ Uncover users needs and mental models
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WHY
Creative, hands-on process means you have amazing artifacts to refer to later
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WHY
Helps you find the real problems and make sure you’re designing the right thing
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WHAT NOT
Not about firing the designer and hiring users to design our products
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IT’S ABOUT DESIGN OPPORTUNITIES
Requirements, behaviors, roles, mental models, priorities
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BUILDING EMPATHY
Bringing the end user’s voice into our process, building deep empathy and collaboration
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WHEN
+ Beginning of a project+ Middle of a project
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Preconditioning Participatory Session
Conversation& Analysis
HOW
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1EXERCISE
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E X E RC I S E 1 • 2 0 M I N U T E S
Emotionally charged subject matter
Fill out the questionnaire
Using the materials provided, create a map of your ER experience
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EXAMPLE
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What was your ER experience like?
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E X E RC I S E 1 • 2 0 M I N U T E S
Distilling themes
Take turns interviewing and taking notes(write one idea per sticky note)
Cluster related sticky notes together
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ON FACILITATING
+ Ask open-ended questions: + Why is that important? + How do you use that?+ Could you say more about that?+ Can you give me an example?
+ Understand why they’re doing things, and in what order
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THIS IS GOOD FOR
Understanding users’ experience and mental models
THIS IS NOT GOOD FOR
Prioritizing features
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EXERCISE2
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E X E RC I S E 2 • 2 0 M I N U T E S
Harnessing Expertise
Fill out the questionnaire
Using the materials provided, create a collage of your ideal waiting room
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EXAMPLE
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What is your ideal waiting room like?
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THIS IS GOOD FOR
Gathering information, hierarchy and experience needs
THIS IS NOT GOOD FOR
Creating a final design
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Participatory Design: how to do it
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There’s no perfect way
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1. UNDERSTAND YOUR GOALS
+ What information are you looking for?
- Emotional, physical, task-based needs?
- One point in time or spanning time?
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2. UNDERSTAND WHO SHOULD PARTICIPATE
Photo credits: https://www.flickr.com/photos/nic/
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2. UNDERSTAND WHO SHOULD PARTICIPATE
+ Who has knowledge of the domain area?
+ What are their attributes?+ Where can you find them?+ Start a screener – 6 to 9 is usually a
good number of people
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3. PICK EXERCISES
+ What activities will reveal the best insights?
+ Collage, timeline, etc?+ How can participants play off each
other?+ How many people?+ Plan pre-conditioning+ Resources at katiemccurdy.com/participatory-
design
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4. PLAN, PLAN, PLAN
+ Down-to-the-minute session plan
+ Be realistic with time+ Be on top of recruiting
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5. PREP EXERCISE MATERIALS
+ ‘Just enough’ for personal expression+ Fewer options helps people work
faster+ Cut-outs, stickers, tape, glue…?
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6. RESERVE A SPACE
+ Re-arrangeable is good+ Walls to put up and review work+ Casual
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7. COME UP WITH AN A/V PLAN
+ How will you capture the session?+ Photos, video+ (Something will go wrong-so plan for
it)
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8. THINK ABOUT FOOD & DRINK
+ Festive atmosphere, keep energy up+ How much should you get? What time
should you order it? How will it arrive?+ How messy is it?
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9. GET AN ASSISTANT
+ Help take notes, ask & answer questions, deal with A/V issues, etc.
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10. DO A DRY RUN
+ Helps you work out the kinks, make sure the session will go smoothly
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11. BE A CHECKLIST FREAK
+ Week before+ Day before+ Day-of
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BE A CHECKLIST FREAK
Leading up to session Get participant compensation together Prepare NDA and consent forms Make sure all exercise supplies are ready/printed/purchased Session plan is created, down to the minute Remind participants – by email or phone – the day before the session Make a list of everything you need to bring to the session
Day-of Plan & order food, get napkins/kleenex Make signs/tell front desk person where to send people Test A/V Put out exercise materials, set up your space & seating arrangements Have your session plan handy, make sure you can see a clock
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12. ON FACILITATING
+ Ask open-ended questions: + Why is that important? + How do you use that?+ Could you say more about that?+ Can you give me an example?
+ Understand why they’re doing things, and in what order
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13. DISTILLING INSIGHTS
+ Review physical artifacts, watch session video; gather pithy comments & insights
+ See what themes arise+ Include your team+ How can you creatively
communicate findings?
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R E F L E C T • 5 M I N U T E S
How can you bring it back?
On a notecard: write down at least 1 way you can bring participatory design back to your work life
Share
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@dybbsy@katiemccurdy
Thanks!
katiemccurdy.com/participatory-design