Schedule – UXDH London

08:00

Registration

08:45

Welcome Message

09:00 - 10:00

Behaviour Change in Digital Health – A Research Case Study

Despite the many technological achievements on offer, many solutions in healthcare are not always solving problems. During this talk, Dr Gyles Morrison will explore the importance of Behaviour Change Theory when designing digital health solutions to ensure positive change is achieved. He will discuss some of his own research which has explored the use of a personalized health record on a patient's phone specifically designed for use by clinicians.

Dr Gyles Morrison | Clinical UX Designer

10:00

Break

Davy Dewinne

10:20 - 10:50

Improving the communication between patients and healthcare providers through the use of a mobile applications

"In the past 3 years we have been researching how a mobile application can have a positive influence on the communication between patients and caregivers. In the presentation we will show 2 case studies: the first one is an application that motivates, inspires and follows the patient during her/his diet. It is a habit-forming application to influence the patient's food usage. In addition, the collected data is visualized in a compact style for the dietitian. The dietitian can send personalized tips based on the outcomes. The underlying data will be analysts to make the application smarter and detect possible difficult situations during therapy. The other application is built for parents of a preemie (babies born between 24 weeks - 35 weeks in pregnancy). During the research phase we found out that the parents need a personal experience and expect personalized content in the app. For example: information about the diagnoses, specific diseases, ... next to it they have the need to see their baby on any time of the day, what is fulfilled through a webcam. The aim of the app is to optimize communication between nurses / midwives and parents. We also want to increase the involvement of parents in caring for their baby."

Davy De Winne | User Experience design lecturer & researcher

11:00 - 11:30

“The System Does Not Wrap Around the Patient” UX to support Health Record Sharing

"‘The system does not wrap around the patient."  These were the words of a patient I interviewed, talking about the NHS’s failure to share records, and how its inability to co-ordinate care within the system causes stress and worry. Sharing of health records is now a top priority. However without consideration of the content of records, and the uses to which shared data will be put, the value of integrated records will be limited. This talk describes UX research and design input to integrated record projects, including: - Challenges and benefits of sharing laboratory results - Patient access to integrated records - Uses of routinely collected clinical data for research"

Sarah Thew | UX Consultant & Owner

11:30 - 12:00

UX will make or break your healthcare chatbot: Insights from our user research

Chatbots are more popular than ever, with organisations from restaurants and travel agents, to private healthcare providers and the NHS all using these conversational interfaces to interact with users. At Bit Zesty we are always looking for ways to innovate digital services for our clients and implement new technology where it is appropriate to do so. Many of our clients have been showing interest in chatbot technology and are keen to explore how it can complement their digital services. However, in some cases, chatbots can be nothing more than a gimmick, lacking any real value or function for the user. To find out if chatbot services could meet the specific user needs within different industries, we tested a number of chatbot services. We applied a particular focus to healthcare, as this is a key industry for chatbot services and one in which users, in this case usually patients, have sensitive and specific needs. We conducted an in-depth study by testing selected chatbots with recruited users, asking them to complete tasks and gathering their feedback. While chatbot services are highly useful as diagnostic and triaging services for patients, there’s one major caveat – usability. The results of our user testing revealed that the quality of UX design is a key indicator of a chatbot’s success with users, particularly within services which are meant to help users with health-related concerns. We are currently putting these findings into practice in designing a chatbot for our client SXT, a social enterprise improving access to NHS sexual healthcare through its digital services. We are also in the process of documenting our insights in a whitepaper. In this presentation, Laura Paplauskaite, Digital Strategist and Founder of Bit Zesty, will highlight the key findings of our study and draw upon our first-hand experience of designing the SXT healthcare chatbot. We will explore the cases in which healthcare chatbots can be most useful and are well-received by users, as well as highlight the most important considerations when creating a chatbot – including platform choice, design, and language. We will also share insights into what patients want from a healthcare chatbot and the common problems with chatbots in this industry. By sharing our research and experience, we hope to provide organisations with valuable insight into how to design patient-focused healthcare chatbots which will drive genuine digital transformation

Laura Paplauskaite | Founding Partner & Digital Strategist

12:00

Lunch

John Knight

13:00 - 13:30

Agile Health Service Design Case Study

Case study in NHS Service Design utilizing Skype of Business and involving Accenture, Microsoft and the NHS.

John Knight | Design Strategy Director

13:40

Sponsors Session

14:20

TBA

14:50

Break

Alex Barker

15:20 - 15:50

Optimizing Dementia Diagnosis: Using big data & design thinking to drive early intervention

"Mental health conditions, especially Dementia and Alzheimer's disease are causing the health service (both in the UK and elsewhere) a huge and growing problem. This, in large part, is due to the complexities and time taken to reach a patient diagnosis. In Edo’s work with the Alzheimer's Society, we used a powerful and complementary mix of qualitative contextual enquiry, social listening (via large scale predictive analytics) and quantitative surveys with people affected by dementia. This gave us detailed insight into the patient experience relating to the early onset of dementia. In this presentation, I'll talk through the design thinking methodologies used, and crucially, the resulting service design that is helping healthcare practitioner intervention (triage and service delivery) with dementia patients in a more timely and effective way. This, in turn, is helping to alleviate the burden on an increasingly over-stretched health service."

Alex Barker | Head of User Experience

16:00

Panel Discussion (Digital Therapeutics)

16:30

Closing Remarks

08:45

Welcome Message

Bogdan Stanciu

09:00 - 10:00

Knowing Me, Knowing You. The Story of Healthcare in Three Journey Maps.

"When health systems benefit from some of the most unbelievable technological advancement in the history of humankind, why are the experiences of patients so dismal? Regardless of who finances the cost of health care in a country, the challenges for health seekers to navigate their best options are similar. And, not surprisingly, for such massive operations (healthcare in United States was close to $4 trillions in 2017), it is equally difficult for all the actors to operate from inside the system, especially when comprehensive maps guiding the health systems strategy and shared understanding are missing. Consumerism was adopted by healthcare as a panacea for old systems, convoluted processes, aging technologies; rapidly, customer experience became patient experience. Terms such as patient engagement, patient satisfaction, and patient outcomes were not fully understood, and more than once they were used interchangeably, sometimes even by the healthcare clinical and administrative communities. Alignment diagrams such as service blueprints, journey maps, and mental models were immediately seen as pre-baked solutions to an ""air sandwich"" (Nilofer Merchant's term) that was getting bigger and bigger. Surprisingly, payers and providers (health systems and insurance companies) had an equally hard time figuring out their constituents' challenges - what, and most importantly, how the most effective care should be provided. The prominence of journey maps in healthcare organizations (particularly inside the marketing or patient experience departments) doesn't speak as much of the maturity of the practice as it does about the lack of understanding within the business. I will present three unique perspectives on the member-patient experience as reflected by the dichotomies between digital and non-digital, clinical and non-clinical, physical and emotional in the setting of a $3 Bn health system, a $6 Bn health insurance company, and a rehabilitation hospital in the United States, captured in three journey maps."

Bogdan Stanciu | Design Director

10:00

Break

Eléonore
Magdalena Rydiger

10:20 - 10:50

How can digital automation enhance the entire patient ambulance journey?

"The current ambulance industry is being disrupted by emerging competitors from the private sector, due to financial cuts in public healthcare. Patients are also affected by a declining medical experience that is more expensive and not easily available. This talk will share a UX design case study that sought out to improve the door to door patient transportation experience, while also bringing more value to an outdated ambulance network."

Eléonore Roux de Lusignan | UX Designer
& Magdalena Rydiger | User Experience & Service Designer

11:00

Sponsors Session

Rose Matthews

11:30 - 12:00

Supporting Clinicians in Low Resource Settings

Based on my work in global health, finding ways to better support clinical staff in remote and rural hospitals across Africa and Asia, share some of the specific considerations that apply in this context: including universal issues, technology restrictions, balancing AI with human expert opinion and the process of designing and testing in situations.

Rose Matthews | Innovation Designer

12:00

Lunch

13:00 - 13:30

Experience design for Neuroscientists

Two main reasons: 1. It’s inspirational to design a product for people who actually save lives, around the world. 2. This talk would be very useful to UX practitioners who are designing experiences for uncommon users, outside of their familiar comfort zone, and who would value guidance about the most successful approach.

Ilaria Gatti | Senior UX specialist
Indira Knight
Anja Maerz

13:40 - 14:10

Creating a safe space in Virtual Reality – Designing for Mental Health

"With the use of Virtual Reality (VR) in healthcare predicted to grow over the next five years, the users experience (UX) will be integral to the success of these new healthcare applications. This talk will give an overview of how the technology is currently being used in healthcare and some of the UX challenges and solutions. This will be followed by a more in depth look at how the user experience of a particular mental healthcare VR application is being designed. The talk will elaborate on how usability testing differs in VR compared to other media. The audience will get insight into how a VR application for mental health is created - from initial user research, co-design, insight into the design and build of the application, testing and a preview of how it will be used in the real world."

Indira Knight | Creative technologist and developer
& Anja Maerz | Head Of User Research (interim)
Yvonne Gillis

14:20 - 14:50

Stepping-in /Stepping-out

"During this talk I will share different user research methods that can be used to understand users’ needs, this by involving physicians, nurses or other caregivers effectively during the design/development process. Therefore, I will first discuss the framework of empathy and its importance (Merlijn Kouprie and Froukje Sleeswijk Visser), followed by a brief explanation of the design/development process and discuss different case studies; marketing research at conferences, co-creation project with emergency nurses; usability studies in a research lab."

Yvonne Gillis | UX Designer and Researcher

14:50

Break

Manuel Dahm

15:20 - 15:50

Design as an agent of change in a corporate environment

"How our digital lab (BI X) of Boehringer Ingelheim, a 50 000 employee pharma company, has set up its UX and product design processes, touching upon the cultural changes that design practices in interdisciplinary settings can make happen. We will explore with a case study how to: - do user research in a highly regulated environment - understand highly complex domains - align with executive stakeholders - keep teams high performing - develop AI driven products whilst respecting privacy regulations - and ultimately how to deliver better patient outcomes and experiences."

Manuel Dahm | Senior UX Designer

16:00

Panel Discussion (How we develop more clinicians getting into UX?)

16:30

Closing Remarks