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#HxR	
  
UX Research in Healthcare
is Easier Than You Think!
Dan Berlin 
Experience Research Director, Mad*Pow
@banderlin dberlin@madpow.com
#HxR	
  
Topics
What is user experience (UX) research?
What have we learned from usability research?
How you can get started… soon!
#HxR	
  
What Is UX
Research?
#HxR	
  
What does a usability
study look like?
#HxR	
  
What does a usability
study look like?
#HxR	
  
Device that I can’t
show you
#HxR	
  
There’s a wide variety of
user experience methods
#HxR	
  
What does
ethnography
look like?
#HxR	
  
Moderators observe
behaviors and ask the
right questions
#HxR	
  
UX Research is
Typically Qualitative
#HxR	
  
UX Research is
Typically Directional
#HxR	
  
Users do
strange things
#HxR	
  
Who knows more about
the healthcare needs of
the elderly?
#HxR	
  
Who knows more about the healthcare needs of the elderly?
#HxR	
  
What happens
when you don’t
get input from
actual users?
#HxR	
  
UX Research
studies aren’t…
#HxR	
  
CLINICAL
TRIALS
#HxR	
  
#HxR	
  
#HxR	
  
A Marketing Focus Group is NOT
User Experience Research
#HxR	
  
Don’t need significant numbers to
make a significant difference
#HxR	
  
#HxR	
  
Usability studies are qualitative
Posi*ve:	
  Users	
  were	
  able	
  to	
  find	
  the	
  
“Buy	
  Now”	
  bu?on.	
  
3	
  out	
  of	
  8	
  par*cipants	
  men*oned	
  
that	
  the	
  picture	
  had	
  no	
  relevance	
  to	
  
them.	
  
Consider:	
  replacing	
  this	
  with	
  an	
  
infographic	
  or	
  another	
  picture	
  that	
  
may	
  draw	
  in	
  users.	
  
6	
  out	
  of	
  8	
  par*cipants	
  men*oned	
  
that	
  the	
  text	
  in	
  the	
  bu?ons	
  was	
  hard	
  
to	
  read.	
  
Consider:	
  increasing	
  the	
  contrast	
  of	
  
the	
  text	
  to	
  ease	
  readability.	
  
#HxR	
  
Finding	
   Recommenda-on	
  
Par*cipants	
  said	
  that	
  the	
  text	
  was	
  hard	
  to	
  read	
   Increase	
  the	
  contrast	
  of	
  the	
  text	
  
Par*cipants	
  were	
  unable	
  to	
  locate	
  the	
  product;	
  they	
  
said	
  they	
  expected	
  it	
  under	
  Products	
  &	
  Services	
  
Move	
  XYZ	
  product	
  to	
  the	
  Product	
  &	
  Services	
  area	
  
Par*cipants	
  were	
  unable	
  to	
  discern	
  the	
  top	
  from	
  the	
  
bo?om	
  of	
  the	
  vial	
  
Include	
  a	
  visual	
  cue	
  as	
  to	
  which	
  is	
  the	
  top	
  and	
  bo?om	
  
of	
  the	
  vial	
  
Par*cipants	
  were	
  able	
  to	
  figure	
  out	
  how	
  to	
  use	
  the	
  
insulin	
  pump,	
  but	
  said	
  that	
  the	
  instruc*ons	
  were	
  very	
  
hard	
  to	
  follow	
  
Add	
  detail	
  throughout	
  the	
  instruc*on	
  manual	
  
Typical Usability Study Results
#HxR	
  
Incremental Usability vs. For FDA Submission
#HxR	
  
Incremental Usability vs. For FDA Submission
• Small studies throughout the product lifecycle
• Qualitative; 5-8 participants per demographic
• Learn user needs and expectations and use
these to guide design
• Fewer, larger studies closer to product launch
• Quantitative and qualitative; >30 participants
• Validate that the product is indeed usable for
the target audience
#HxR	
  
There’s a wide variety of
user experience methods
#HxR	
  
Conducting user research WILL
inform you about:

 How users think
about your product

How users
expect to interact
with your product
#HxR	
  
What have we
learned during
usability studies?
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
Make
information
pop
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
Mobile First,
Where Appropriate
#HxR	
  
Mobile First, Where Appropriate
#HxR	
  
Mobile First, Where Appropriate
#HxR	
  
#HxR	
  
Companies ask their users to
do weird things
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  
#HxR	
  

Make information pop
Mobile first, where appropriate
Companies ask their users to do
weird things
#HxR	
  
How you can get
started… SOON!
#HxR	
  
Greatest Myth
in UX Research
for Healthcare
#HxR	
  
Conduct
iterative
research
#HxR	
  
User Experience
Research in the
Project Lifecycle
Formative
Interviews, call center, ethnography
Summative
Usability, diary studies, online assessments
Evaluative
Usability, card sorts, workshops, guerilla
#HxR	
  
Bolster Qualitative with
Quantitative at the End
#HxR	
  
#HxR	
  
Consider the
$300,000,000 button.
Why should
you do this?
#HxR	
  
Just get your product in
front of customers and
watch them use it…
You may be surprised at what you see!
#HxR	
  
Thank you!
Dan Berlin
@banderlin
dberlin@madpow.com

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