Outlining the importance of post-commercialisation design reviews: A User Perspective

Outlining the importance of post-commercialisation design reviews:

A user perspective

Dominic Furniss (PhD)

• Appreciate the importance of a user perspective and learning about devices ‘in the wild’

• Appreciate how post-market input fits with design processes

• Be aware of methods used for post-market studies

• Be aware of the benefits of continuous and discrete post-market studies

Why a user perspective?

Why context?

Tang, C. & Carpendale, S. (2008). Evaluating the Deployment of a Mobile Technology on a Hospital Ward. Proc. CSCW 2008.

A simplified version of the waterfall model of software development (Sommerville, 1992 cited in Preece et al., 1994)

Linear Design Cycles

Linear Design Cycles

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The star life cycle (adapted from Hix and Hartson, 1993; cited in Preece et al., 1994 p. 49)

Non-linear Design Cycles

Spiral model of software development (taken from Boehm, 1988)

Non-linear Design Cycles

Identify need for

UCD

UCD: User-centred Design

Specify context of use

Specify requirements

Produce design solution

Evaluate design

System satisfies specified

requirements

ISO 62366

Look, Listen & Learn

Benefits• Learn about strengths and weakness of design• Provide ideas for evolving product– Small changes for version 1.x– Big changes for version y.1, z.1…– Changes to start a new line of product or service

• Can improve customer relations• Give data on acceptance for sales teams

Post-market Study Dimensions• Summative Vs Formative• Continuous Vs Discrete• Shallow Vs Deep• Quantitative Vs Qualitative• Expensive Vs Cheap• Internal Vs External

Research ToolsHelpline reports

SurveysTelephone interviewsF2F interviewsFocus groups

Customer complaints

Diary studiesAuto-ethnographiesField studies and ethnographies

• 5 days of observations – over about 2wks• 31 infusion observations• 2 interviews (was meant to be 5)

• Main focus was on the infusion pump• Understand the context in which these work• Structured approach to analysis: DiCoT

Case Study 1: Day Care Unit

Analysis

Redesign Highlight 1

Redesign Highlight 2

Patient Comments“I don’t really care just as long as it helps cure me.” Oncology Outpatients Unit

“After you have been lying here for three weeks you tend to notice things that you might not usually… like these pointless alarms. They can go off at any time, sometimes 2 or 3 in the morning.” Haematology Ward

Case Study 2: Oximeter

Typical, atypical and non-use of functions

Example 3: Emergency Call button

Appropriation has led to service development

Post-market Process

1. Device to market2. Gather information (opening continuous

channels and conducting discrete projects)3. Consider new data – validity, consequences,

costs and benefits4. Develop new requirements for v1.x and vY.1

Summary• Commercialisation/implementation is not the

end• Rich source of feedback and learning from

users ‘in the wild’• Multiple methods to use, including continuous

and discrete monitoring• Benefits for product and services

Acknowledgements• Prof Ann Blandford and Dr Astrid Mayer• Healthcare Human Factors for their video• CHI+MED is funded by EPSRC Programme Grant

EP/G059063/1

• d.furniss@ucl.ac.uk• www.chi-med.ac.uk