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.

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

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.

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.”

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.”

How can a chatbot accelerate the improvement of the digital patient experience?

Finding a strong combination between Electronic Health Record and eHealth solutions is quite a challenge. For the communication department at Amsterdam UMC, patient experience is leading. Cooperation with ITC and EHR resulted in a new website with a smart digital assistant. The next step will be to present the content in relation to the EHR in any app or webapp.

Agile Health Service Design Case Study

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

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.”

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.”

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.”