Outlining the importance of post- commercialisation design reviews: A user perspective Dominic Furniss (PhD)
May 12, 2015
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
• [email protected]• www.chi-med.ac.uk