transforming nhs choices using agile and lean ux agile manc
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Transforming NHS Choiceswith agile and Lean UX
or how to get to know your users, so you can build the right thing
@mcgrathjoe @Kev_C_Murray
get to know your users
what is it?
why does it need to change?
where do we start?
NHS Choices
varicella-zoster
chickenpox
Lean UX
Build Measure Learn Repeat
assumptionmapping
Uncertainty
Proximity
chickenpox assumptions
supporting evidence
service desktickets
usersurveys
on/off-siteanalytics
existingresearch
socialmedia
searchdata
task-basedpersonas
What do users actually need?
Income
Politics
FavouriteColour
Ethnicity
socialClass
Pets
Parents
user journey mapping
Offline
Offline
Online
Offline
a chickenpox user journey
G.O.O.B(Get Out Of the Building)
interviewing users
Affinity sorting
observation observation
observation observation
observation observation
Theme
Actions
capture insights
affinity sorting
prioritising for the backlog
hypotheses
We believe that [doing this/building this feature/creating this experience]
for [these people]
will achieve [this outcome]
When testing this by [test we carried out]
we learned [what we learned from our test]
So we will [next action to learn more]
Visual Identification
We believe that providing an improved method of visual identification of chickenpox
for parents
will achieve an easier way for parents to successfully validate that their child has chickenpox.
When testing this by showing a variety of visual and textual methods of identification to parents of children who’ve had chickenpox
we learned <insert learnings here>
So we will <insert next actions to learn more here>
current visual identification
prototypes
Visual Identification
We believe that providing an improved method of visual identification of chickenpox
for parents
will achieve an easier way for parents to successfully validate that their child has chickenpox.
When testing this by showing a variety of visual and textual methods of identification to parents of children who’ve had chickenpox
we learned * users want multiple images with supporting text* users want images to reflect the different stages* no consensus around sliders vs. flat images on screen* users like the skin-tone selector* default image should not be too extreme* users preferred the ‘medium’ zoom-level to the whole torso or single spot
So we will create an interactive version and a static version, using the feedback above, and test these with users.
bringing it all together
increasing learningand confidence in
what to build
increasing fidelity of prototypes
assumptions
evidence
personas
user journeys
1 2 3 4
revisiting assumptions
revisiting assumptions
story mapping chickenpox
whatwe’re buildingnow
Build Measure Learn Repeat
Understandingof your users
Assumptions DataAffinity Sorting
Hypotheses
User research
Prototypes
About yourusers
Backlog
side-effects
1 in 4 Choices staff have
participated in this phase of workso far (44 people)
93% of the team have observed User
Research
“Even a small connection to the people who benefit from your work not only improves
productivity, it makes people happier”
get to know your users
creditsGemma Holland, User Researcher
@seashaped, Product Lead & Professional Moaner
@nhsowaindavies, Analyst
@ian_dunstan, UX Architect
Kim Darke, Content Editor
Kenny Deighton, Analyst
@rogerdonald, Head of Transformation
ps. we’re hiring :)