Using Inclusive Design principles to create an intuitive, user-friendly and desirable UX

Ed Matthews

Monkeyshot Health User Experience ConferenceHouse of Innovation, Antwerp, 17 November 2016

The Helen Hamlyn Centre for Design

Generic Development Process

concept

testing

trials

ramp-up

unmetneed

development

engineering

manufacture,market

design

regulatory

3 months 6 months 12 - 24 months 2 – 5 years?

1991RCA Helen Hamlyn Centre

Helen Hamlyn Centre for Design – Royal College of Art

Healthcare & Patient Safety

Age & Ability

Workplace & City

Helen Hamlyn Centre for Design – Royal College of Art

USERS INDUSTRY PARTNERSDESIGNERS

Academic framework

Inclusive design Inclusive design is an approach to the design of mainstream products and services that are accessible to and usable by as many people as reasonably possible, without the need for adaptation or specialist design.

Ref: BS7000-6, 2005

Demographic change

‘The next 20 years are going to witness an historic growth in the older population… a doubling of the number of people over 60 by 2020’

Ref: Michael Evamy, Lucienne Roberts, In Sight, 2004

millions in geographic Europe (c. 300M)

0 10 20 30 40 50

Cannot walk without aid

Wheelchair users

Cannot use fingers

Cannot use one arm

Reduced strength

Reduced co-ordination

Speech impaired

Language impaired

Dyslexic

Intellectually impaired

Deaf

Hard of hearing

Blind

Low vision

Source: Dr. John Gill, RNIB

People can be excluded in many ways

What is the value of designing inclusively?

Designing and Innovating ServicesInclusive design: margins to mainstream

Percentiles

“If a piece of industrial equipment was designed to fit 90% of American men, it would fit roughly 90% of Germans, 80% of Frenchmen, 65% of Italians, 45% of Japanese, 25% of Thais and 10% of Vietnamese.”

Ref: Ergonomics Handbook 1: Body Size and Strength, Ashby P, 1979

Simulation Tools

Empathy buildingapproaches to inspire the creation of best-sellers

'Third Age Suit' (Steinfeld and Steinfeld, 2001)

…

Source: NDC

Patient-centred Approach

Problem

Your stay explainedYour journey through Acute Medical Unit (AMU) is a staged process.

This form intends to explain what happens at each stage.

Some helpful informationVisiting times 11am to 8pmPlease avoid meal times

Medical round 8am to 11am 4pm to 8pm

Medicine round8am, 12pm, 6pm, 10pm Other medication as required

Meal times 8.15am, 12.15pm,5.15pm, 8pm

Call number for patient information through 01896 826006

Tea/Coffee10am, 3pm or when requested

Discharge Lounge open from 8am to 8pm

Taxis arranged by phone at hospital’s entrance

Patients are discharged from 8am to 10pm every day of the week

Admission by a nurse. You will be asked your personal details

A care plan is put in place for treatment

Ready to go home

Short review by a junior doctor (tests may be taken)

Consultant review (investigations may be ordered)

Investigation tests (e.g. MRI)

Results of investigations are processed

Doctor team analysis of results

9 Transfer to a specialist ward

1

2

3

4

5

6

7

8

Inpatient Management

Repeated until diagnosis

Patient UpdateDuring your stay, we want to support you as much Patient Name

as we can. This brief update is intended to be usedas a two-way communication between you, your Consultant

relatives and the care team looking after you.Date of update

We wish you get better soon.

Your care journeyWe are waiting on:

Why are you in hospital (Situation)Your medical history (Background)

Medical assessment of your condition (Assessment)

What we recommend for your condition (Recommendation)

Your Questions

Please fill in with your questions... Answers