ux in hit development: vendor perspectives...learning objectives • identify gaps in communication...

UX in HIT Development: Vendor Perspectives

Micah Sonderman, Senior User Experience Lead & Senior Interaction Designer, Cerner

Micah Sonderman

• Leading User Experience for nursing solutions for leading healthcare informatics company

• 5 years in HIT User Experience focusing on sports medicine, patient engagement, nursing and global solutions

• 17 years User Experience leadership roles in automotive marketing solutions, learning management systems, online publication systems and fan engagement applications

Art Swanson

• Leading Cloud Product Management for an industry leading health care services company

• 10 years Product Management and User Experience leadership roles in Healthcare IT – focusing on EMR's. 16 years experience in Human Factors and User Experience in automotive, consumer products, mobile devices, aviation, and medical device design

Conflict of Interest Micah Sonderman Has no real or apparent conflicts of interest to report. Art Swanson Has no real or apparent conflicts of interest to report.

Agenda

• UX History

• UX Engagement

• Socio-Technical Systems

• Complex Systems

Learning Objectives • Identify gaps in communication between vendors and clients relative to UX

assessments and system optimization

• Examine closely the relationship between optimizing UX and obtaining the full benefit of HIT investment

• Describe methods and challenges of UX testing and evaluation

• Assess the impact of local configuration decisions on perceived UX

http://www.himss.org/ValueSuite

More integrated User Experience through a solution lifecycle can have a significant impact on satisfaction for your organization and your patients.

Human Factors & Ergonomics

Don Normal “The Design of Everyday Things”

Steve Krug “Don’t Make Me Think” Agile Manifesto

Alan Cooper “The Inmates are Running the Asylum”

Unifying the 2 Processes

Evidence of early Ergonomics

Historical UX Engagement

End User Evaluation Client Validation Internal Evaluation

Process misaligned with optimal UCD process

• Knowledge of UCD

• Timing

• Access to Users

• Compressed & Late Research

• Limited Evaluations

• Disconnect

• The Gap

End User Evaluation Client Validation Internal Evaluation End User Evaluation Client Validation Internal Evaluation

Limited • Access to Users • Engagement in the Solution Cycle

Historical UX Engagement

Optimal UX Engagement

End User Evaluation Client Validation Internal Evaluation

User Centered

• Knowledge of UCD

• Timing

• Access to Users

• Early & Extensive Research

• Limitless Evaluations

• Connected

• Bridging the Gap

Optimal UX Engagement

End User Evaluation Client Validation Internal Evaluation

Full and Continual • Access to Users • Engagement in the Solution Cycle

Socio-Technical Systems

Complex Systems

Software System

Social and Political Environment

Organizational Strategies and Goals

System Users

Business Process

Laws, regulations, custom, and practice

Organizational policies and culture

Usability is an emergent property of a complex socio-technical system

Complex Systems are non-deterministic. That means that the same input will not necessarily generate the same output

http://www.himss.org/ValueSuite

More integrated User Experience through a solution lifecycle can have a significant impact on satisfaction for your organization and your patients.

Questions

Micah.Sonderman@cerner.com

Art.Swanson@optum.com