Delight 2013 | Experience Design in Healthcare

Experience Design in Healthcare. Confidential © Mayo Clinic 2013.

Experience Design in Healthcare

James Senior Sr. User Experience Designer, Global Business Mayo Clinic

Confidential Material. Please treat the business documents, strategies, and supporting information in this presentation as confidential information.



The needs of the patient come first

Drs. Will & Charlie Mayo 1860s


Inside Mayo Clinic



Delight in Healthcare

OED: Pleasure, joy or gratification felt in a high degree. To give great pleasure of enjoyment. To please highly. Healthcare: Relief from Pain or Suffering. Being Witnessed. Hope!


User Journeys


HEALTH CONCERN

SELF DIAGNOSIS

SELF TREATMENT

TRIAL-AND-ERROR LOOP

SECOND OPINION LOOP

SEEKING DIAGNOSIS DIAGNOSIS SEEKING TREATMENT

DECISION: WHERE SHOULD I GO FOR DIAGNOSIS?

DECISION: WHICH TREATMENT AND WHERE SHOULD I GET IT?

TREATMENTONGOING MANAGEMENT

DECISION: DO I NEED TO SEEK PROFESSIONAL HELP?

ADDITIONAL TREATMENT LOOP

PERSONAL HEALTH CARE EXPERIENCE MAP v1.0


HEALTH CONCERN

SELF DIAGNOSIS

SELF TREATMENT

TRIAL-AND-ERROR LOOP

SECOND OPINION LOOP

SEEKING DIAGNOSIS DIAGNOSIS SEEKING TREATMENT

DECISION: WHERE SHOULD I GO FOR DIAGNOSIS?

DECISION: WHICH TREATMENT AND WHERE SHOULD I GET IT?

TREATMENTONGOING MANAGEMENT

DECISION: DO I NEED TO SEEK PROFESSIONAL HELP?

ADDITIONAL TREATMENT LOOP

PERSONAL HEALTH CARE EXPERIENCE MAP v1.0






Behavior Mapping


Experience Design

Empathize with the users "and the right design will emerge On a multi-disciplinary team, "Experience Designers advocate for users













Multi-User Design











Mobile Wellness









The Wellness Market

500 cos making tracking tools (+35% 2012) ~13,000 health and fitness apps are available 21% track their health use technology


Delight and Wellness

Data Collection & Aggregation

Behavioral Science Medical Expertise

Ongoing Support Coaches & Friends

+ +


Review

User Journeys Behavior Mapping Multi-User Design Mobile Wellness


Good design is easier than you think!


@jamessenior"Thank-you" James Senior Global Business, Mayo Clinic