A tiny bit of happiness in healthcare. How Information Architecture can improve Healthcare

A tiny bit of Happiness in Healthcare Adrian Iacomi @adrianiacomi

photo by flickr.com/evilerin

Adrian Iacomi

Romania – Denmark - Germany 14+ years experience in digital MSc in UX for Healthcare Projects on oncology Working together with patients and doctors

photo by flickr.com/bump

What makes us happy?

?

A smiley

photo by flickr.com/dancingtuna

Healthy food

photo by epSos.de

Kittens

photo by flickr.com/32625085@N05

Our children

photo by flickr.com/jstar

Mountain biking

photo by flickr.com/zachd1_618

The colour run

photo by flickr.com/skynoir

v

Going to WIAD

Beer

photo by flickr.com/philman

Friends

photo by flickr.com/jessevaughan

Jazz

photo by Wilfred Paulse

Our family

photo by flickr.com/erinthomaswilson

Grandpa using Linuxphoto by flickr.com/prupert

Surviving surgeryphoto by flickr.com/phalinn

“The foundation of success in life is good health: that is the substratum fortune; it is also the basis of happiness. A person cannot accumulate a fortune very well when he is sick.”

P.T. Barnum

What does it mean to be sick?o Medical visit: checking health, quarter visit, treatment, return to verify treatment, etc. o Length: limited, long term, lifetime o Medical system interaction: 1day/year, monthly, weekly o Costs: small, large, huge (some supported by the health insurance or not)

o Confirming healthy status o Finishing treatment o Surviving

Happiness in a health care context

A small part of the medicine that a diabetes patient must take.

Medical eco-system

Patients DoctorsNurses

Admin staff

Friends

Internet

Hospitals

Family

Private clinics

Pharma companies

Insurance system

Legislation

Research centres

Medical devices

Tech

Support groups

Social media

Medical experts

photo by flickr.com/wackystuff

A tiny bit of IA in Healthcare

1. Research 2. Personas 3. Navigation 4. Labeling 5. Search 6. Consistency 7. User journeys 8. User testing

photo by flickr.com/otrops

Patients VS Doctors. Different problems.

1. Doctors do no explain clear enough 2. Stress 3. Long waiting times 4. Billing errors 5. Rude medical staff 6. No cost transparency 7. Too short medical visit

1. Too many patients 2. Misinformed patients 3. High stress 4. No inter-hospital collaboration 5. Not enough time 6. Insufficient funds 7. Too many devices and new tech

Patient’s problems Doctor’s problems

The medical system knows almost everything about you Personas

photo by flickr.com/dangoodwin

Basic personas for healthcare

1. Physical and mental health 2. Medical history 3. Demography 4. Value per client 5. Social stats

A. Family data B. System feedback C. Other interests

Are patients and doctors getting lost online or offline? Navigation

photo by flickr.com/clement127

Cue in front of an office. No program or order provided.

Signage: “Entrance at the bodyguard”??!?!

Almost clear signs Clear and simple kiosk interface

Signage logic missing Labeling

photo by flickr.com/alanenglish

Clear floor signs which lead nowhere. Clear info board

design by behance.net/patkennedy78

Are you lost in the Hospital or on their website? Search

photo by flickr.com/30068822@N04

1

23

Clear signs in the Hospital

Auto-suggest with categories.

Consistent design on all the touch points Consistency

Hospital S. The user’s road is full of perils and the unexpected User journey

1 2

34

5

6

7 8 9

Call centre

Appointment

Search the office

New appointment with the call centre

Medical visit

2. Medical report

Analysis Medical Visit 2

1. Medicine

6Documents

Website search

There is design, but is it right? User testing

photo by flickr.com/dahlstroms

?

Hospital information board Hospital entrance, from where the board is not visible

Elevator area. No information

available?!?

Information Architecture for Healthcare• Patience • Empty • Even more patience • Close collaboration with the doctors • Understanding the healthcare system • Treat the patients/users with respect • Complicated legislation in the EU • Less is more • Love your work !!!

photo by flickr.com/opensourceway

“Happiness ... consists in giving, and in serving others.”

Henry Drummond

Adrian Iacomi @adrianiacomi

Thank you :)