finding out...what we don’t know

London Oslo Rotterdam São Paulowww.liveworkstudio.com 1. mai 2023

what we don’t know

Finding out… May 2016

USER RESEARCH

Department of Health

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@alexnisbett

We blogged about our design collaboration with DH. Well worth visiting.

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User research?

Because we don’t know the answers

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User research?Inspiration Validation

Designing the right thing

Designing the thing right

Typically utilsed for two distinct reasons. First, for inspiration.

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Qualitative research

Aspect Quantitative research

Discovery, understanding and inspiration - ‘why’

Purpose Specific questions, test, validate ‘what’

Empathic Approach Measurement

Free-form or semi-structured using design tools and probes

Data collection Rigid structure, pre-categorised

Researcher intimately involved, results subjective

Researcher Researcher detached, results are objective

Small samples, in natural setting

Sample size Large samples to produce generalised results

We recognise the value of qualitative and quantitative research.

Livework © 2014Former head of user research at GDS. Worth following.

We conducted depth interviews in the homes of health visitors.

We observed queuing for a blood sample procedure at Oslo University Hospital.

We observed the surgical environment first hand. Dressing appropriately.

We accompanied emergency transport for senior citizens in Norway.

We explored the essential differences in a research problem and recruited accordingly. 11

All consumers considering a health and fitness programme for first time, or returning after inactivity.

Livework © 2014Our request to potential participants took advantage of existing activities.

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About you

Your experience to date

Your interactions

Information

Reflecting

We designed discussion guides to balance depth and breadth.

We engaged our interviewees with probes to facilitate the conversation.

We used empathy and sensitivity to help interviewees open up on challenging topics.

“At times I am not able to cope.”We met with Londoners in their homes, heard their stories and tried to understand their experiences, needs, and aspirations. This helped them to engage with their experiences, connect with others and consider helpful information and services.

Nurse

Doctor

Receptionist

Doctor

HCA

GP Practice

We brought together multiple roles to problem solve together.

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User research?Inspiration Validation

Designing the right thing

Designing the thing right

We built paper prototypes to quickly bring concepts to life. 18

We built more sophisticated prototypes to carefully test interactions. 19

We built accurate prototypes to test use in real situations. 20

We validated our concepts with larger groups using google surveys. 21

We analysed, measured and ranked the survey results.

We helped our partner organisation have multiple, lasting impacts.

Sustained impact…Influencing policy via the NHS maternity reviewInforming the design of national services e.g. NHS.UKThe lasting impact of bringing teams together (Public Health England, NHS Business Services Authority) informing Healthy Start and maternity exemptions. A model for a new way of working.

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FROM PREGNANCY TO EARLY YEARS - DH

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1.Go out and meet real users

2.Understand their real needs

3.Be inspired4.Design services they will value

(and that make sense to the organisation)

5.Build, test, repeat…

Get involved. Stay involved.

London Oslo Rotterdam São Paulowww.liveworkstudio.com 1. mai 2023

CONTACT

www.liveworkstudio.com

Alex Nisbett

Livework © 2016

alex@liveworkstudio.com+44 (0)7 860 564414

Thank you ;-)

http://liveworkstudio.com