user-centered design of a mobile eprescription service
TRANSCRIPT
1
User-Centered Design of aMobile ePrescription ServiceSession 300, 03/09/2018
Claudio Saccavini, CINO, Arsenàl.IT
Enrico Dal Pozzo, Social Analysis and UX, Arsenàl.IT
2
Claudio Saccavini, Chief Innovation Officer
Enrico Dal Pozzo, Social Analysis and UX
Have no real or apparent conflicts of interest to report.
Conflict of Interest
3
Agenda
• Who we are: Veneto Region and HIE
• User Centered Design of a mobile ePrescription service: steps
• Challenges we faced
• Results we reached
• Recommendations for UCD in digital health
4
Learning Objectives
• Analyze the user-centered design (UCD) steps taken by the team
• Outline challenges you may face in a user-centered design process
• Influence usual development approach with user-centered design hints
• Explore strategies to mitigate UCD challenges
5
Arsenàl.IT – here we are!
Veneto Research Centre for eHealth
Innovation
6
Socio-demographic context• Veneto Region total population: 4,907,529
• Population ages 65 and above: 22.3%
• Old-age dependency ratio: 34.9%
• Internet use among 65-74 yo: 30,8%
• Internet use among 75+ yo: 8,8%
(Source: ISTAT, 2017)
7
Veneto HIE system
We call itVERDE
8
The challenge
How can we allow
patients to manage
their drug
prescriptions via
mobile?
9
How?
Explore Define
Ideate & prototype
Test
Through User Centered Design (UCD), an approach to design process that focuses primarily on users’ perspective and is oriented by their feedbacks.
Tools:
Co-creation event
Social analysis
Focus groups
Tools:
Scenario
Personas
Target
Functionalities
Tools:
Co-design cycles
Tools:
Usability test
10
The team
Arsenàl.IT
Experts in social analysis, marketing,
software engineering, project
management
UX Designers
Experts in co-design
App developers
Back-end and front-end design
Patients
Bring their own
experience
11
Explore: focus groupsFocus groups
• Three meetings with GPs, their
secretaries and pharmacists
• Enrolled in three different
environments: mountain area,
countryside and urban center
• One focus group with citizens and
members of patients’ associations
Outcomes
• Understanding of the starting scenario
• Identification of the target population
• Definition of the app functionalities
Explore Define
Ideate & prototyp
eTest
ENRICO
12
Explore: a co-creation eventCo-creation event to address the challenge
All possible stakeholders involved: GPs, pharmacists, Veneto Region, LHAs, vendors, associations, vendors, patients, caregivers and citizens.
Outcomes
Participants decided to develop amobile app for drug prescriptionmanagement through a bottom-upapproach (UCD)
Explore Define
Ideate & prototyp
eTest
13
Explore: social analysis
Target of the potential users decrease due to low digital skills so…
…We need to reach the maximum level of usability!
Explore Define
Ideate & prototyp
eTest
0.000
200.000
400.000
600.000
35-44 45-54 55-64 65-74
Patients with at least oneprescription in 2016
Potential target of Sanitàkm zero app
14
Define: persona
Maria is 65 years old.
She lives with her husband in the city outskirts.
She has a chronic condition, therefore she must follow a continuative drug therapy.
She lives far from her GP’s office (she can get there only by car).
She has low digital skills; she has a smartphone anyway.
Explore Define
Ideate & prototyp
eTest
15
Ideate: Sanità km zero app
Through this app, users could:
• Ask the GP for a prescription renewal (via e-mail, SMS, WhatsApp…)
• Receive a notification whenever a new ePrescription is available
• See the list of all prescribed drugs
• Get the prescribed drug(s) at the pharmacy without any further written authorization by their GP
Explore Define
Ideate & prototyp
eTest
16
Co-design: Ideate, prototype and test
After 2 co-design cycles
Design
Prototype
Test on real user
Evaluate Develop
Explore Define
Ideate & prototyp
eTest
17
Develop: Sanità km zero first release
18
Challenge: sample representativeness
• Always keep in mind social analysis for generalizability!
• Patients enrolled have to be in target
• Be sure to avoid “enthusiastic” false positive
VS
Representative sample
• Value: design on objective data
Real users
• Value: design in real life context
19
Challenge: integrate different perspectives
User perspective
Co-design
vs
Technical approach
20
Results: usability tests went well!
Sanità km zero app is usable and
perceived as user-friendly!
• 95.4% of tasks completed
• 77.8% of tasks evaluated easy
• 22.2% of tasks evaluated quite easy
21
Results: Sanità km zero is in store!
• 44,319 app users on 71,973 that activated their HIE ID (61.6%)
• 325,975 accesses
22
Results: People are using it!
New app users each week
(Source Arsenàl.IT, 2017)
23
Results: People are using it!
Prescription renewal requests per week
Email Phone call Whatsapp SMS
(Source Arsenàl.IT, 2017)
24
Results: People are using it!
Drug dispensation via app per week
(Source Arsenàl.IT, 2017)
25
Recommendation: UCD never ends
People’s needs change,
user experience is always perfectible,
and technology opportunities evolve!
Perform UCD cycles
for the entire life cycle of a service!
UCD
26
Recommendation: involve everybody from the beginning
In UCD users are the
core...but also the
context is crucial!
Involve every
stakeholder since the
beginning!Caregivers Associations Patients
InsitutionsLHAs
GPsPharmacists Vendors
27
Recommendation: negotiate
High-quality design needs a
negotiation space were users
and experts can meet, work,
make mistakes and build
solutions together…
Experts
Users
UCD
28
Recommendation: study the context to scale
Social analysis allows you
to counterbalance the lack
of representation of
sample users involved:
co-design quality of life
for everybody! From Maria
To everypatient
29
Maria is waiting for the next service…
…together with her husband!
30
Thanks! Any questions?
Claudio Saccavini
Chief Innovation Officer
Enrico Dal Pozzo
Social Analysis and UX