Have you ever seen the TV Series “Hoarders”? Here is the show’s description: Each hour-long episode profiles two people on the verge of a personal crisis, all caused by the fact that they are unable to part with even the tiniest possessions, and the cumulative effect becomes a mountain of junk and garbage overtaking their…
Usability
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“When employed to its full potential, field research done in unique user environments can uncover opportunities to innovate customer experience.” – UX Magazine, Making the Most of Ethnographic Research In last month’s blog “The 3 C’s of Patient Intercepts”, we discussed the technique – including the “why” and “how-to” of patient intercepts, a qualitative research tool to…
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Patient intercepts are a useful tool to understand the real life patient experience. The intercept is a qualitative research method – a 10-15 minute interview in the natural setting of a user. Intercepts offer a unique opportunity to learn about real patient needs, attitudes, behaviors and perspectives in the health care environment. As the first…
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In the healthcare profession, we see human beings at their most human. Vulnerable, sick, scared and tired–patients can be overwhelmed and intimidated by the processes and procedures that comprise the modern healthcare system. When they or their loved ones are sick, it can be difficult for patients to concentrate on details, make rational decisions and follow-through on instructions. Healthcare system…
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Imagine a patient enters your hospital’s front doors. As they step into the main lobby they are bombarded with giant billboards declaring your hospital’s most recent accolades and accomplishments. From the information desk, a hospital staffer begins loudly reading these billboards with a bullhorn. Each miniature commercial ends with the hospital employee following the patient down…