Archive for December, 2009

Architecture Shapes our Interactions and Experience

I have, over the past few months started to think about what experiences can we learn from other professionals that draw parallels to our current work in the field of UX as it pertains to the web?

I began brainstorming: professional athletes, nurses, fire fighters, rock climbers, teachers, professors, religious leaders, etc. The list filled a giant whiteboard in the office. Sitting back I started to focus on one of the terms: construction. For some reason that one word sparked a memory from University.

The professor was teaching a class on Sociology and brought up a fascinating observation about the evolution of the architecture of homes in North America from the early 1900’s compared to today.

Take for example this ad run in 1911 by Sears Roebuck and Co. for a home in Chicago, Illinois. Click on the picture for a larger image

A few key differences from homes built today, similar observations were made by my classmates at the time, include:

* 12 foot walls from floor to ceiling; much higher than many model homes built today.
* Price. A model home in 1911 went for just under $1,250. A comparable home today would sell for at least $200 000.
* Sears is no longer in the business of selling homes; only the material objects to furnish and decorate the houses we purchase.

However, the professor noted that while all of those things were true, the most prominent feature of the home in the early 1900’s was the front porch.

Large front porch, 40 feet by 9 feet 6 inches, with massive Colonial columns; also large rear porch.

People spent many hours on their porch interacting with family and neighbors. If a mother of three needed to walk down to the grocery store for a few things there was no concern in asking a neighbor to keep an eye on the kids playing in the front yard.

When comparing the blueprints of a home built today with that of those constructed in 1911, there is a dramatic shift in the focus of the home from the porch to that of the garage. Click on the picture for a larger image.

Without taking the time to observe such changes we never think twice about their impact on our interactions and relationships with other people; yet the change is logical. In North America we depend on our vehicles to get us to work, take the kids to soccer (football) practice, and attend social functions.

In other instances, the car is a status symbol and presumes professional success, or the values an individual holds highest such as the importance of family (mini-van), speed (sports car), recreation (SUV), and the like.

If we leave for work in the morning by getting into our cars, pushing a button to open the garage door and come home following the same process to enter the garage – what are the social implications? We don’t have a need to interact with our neighbors; nor rely on them for assistance. In many ways this has drawn a greater divide in the communities where we live, play, and work.

By the same token, how are the advent of tools like Twitter, and Facebook changing the way we learn and share experiences? How will technology shape the lives of future generations growing up in a world that will never know what it’s like to not have access to any form of information by simply tapping the screen of their favorite mobile device?

If something as simple as moving the focus of the architecture of homes from the front porch to the garage can impact our experiences with others, how will this lack of interaction with people in the real world impact our ability to effectively communicate on the web?

Amy Cueva and Patient-Centric Design

Transcript for this Podcast

mad_pow

Today I had the pleasure of talking with the Chief Experience Officer and Healthcare Principal at Mad*Pow, Amy Cueva.

Amy partners with clients like the New England Journal of Medicine, Google, Aetna, Fidelity, and Monster to create strong multi-channel experience strategies, intuitive digital experiences, and streamlined processes.

We discuss the many different ways social technologies can conceivably simplify communication flows, enhance access, increase information sharing, and augment timely collaboration, resulting in faster, more informed decisions, improving clinical outcomes.

You can download slides from Amy’s recent presentation to the Healthcare Information and Management Systems Society (HIMSS) Social Media and Patient-Centric Design: Facilitating Provider / Patient Relationships.

Electronic Medical Records (EMRs) are meant to provide primary care physicians with the ability to share comprehensive patient files, across hospitals and patient-teams, so that they can make better care decisions. There is enormous potential for integration of social networking technologies to enrich the EMR experience.

A few examples of Social networking for EMRs include:

* 2 doctors in different locations could treat the same patient or obtain opinions on treatment. They could both access the patient’s EMR, and deliberate possible diagnoses and treatment options.
* Doctor-to-doctor, and doctor-to-nurse communication could occur LIVE via Online chat, Voice (VOIP/Skype), Video (Webcam/Skype Video), Telephone.
* Communication could also occur asynchronously via Text message (Twitter/Yammer), Email, Voice (Voicemail/Voicethread), Video (Voicethread/Webcam).
* Doctors could digitally mark-up files in the EMR such as X-Rays to communicate visual thinking to their peers.
* The care team and the patient would benefit from the interaction but there is also downstream value in having the discussion and relevant subject matter parsed and elevated up to the larger community.

User experience design in the health care space is of keen importance. As designers we have the capability to expedite the diagnostic process, resulting in both proactive and preventative measures for treatment that is more comfortable and effective. We can reduce errors, reduce costs, and essentially improve outcomes for all involved.

President Obama’s stimulus package (ARRA) includes 19 billion dollars which has been earmarked for health care research, technology and improvements. In the next few years there will be a great deal of activity and change in this space. We have the ability to shape that change in a positive direction via the patient-centric design approach that comes naturally to us. We also have the opportunity to share assets and patterns and build the standards that will positively affect learnability, adoption and momentum.

The current medical system is in dire straights. We need to start looking at tools that are in place today without putting on blinders to both the current and future potential risks and barriers to success. A few of these include, the following:

* Doctors are outnumbered: There are many more patients than doctors.
* Frequency & access: How often do you have access to a doctor vs. access to a computer, phone or mobile device?
* The information is out there: In our minds, in websites and DBs. Tech and SM frees the info, makes it searchable/shareable.
* We have the tools: Healthcare is behind.
* People care: They are motivated, there is a strong sense of community, karma, give and take.
* It is already happening: The Pew Internet and American Life Project Survey says 61% of Americans go online for health information, with a majority turning to user-generated content.

Thank you to all of my listeners for another year of helping to provide greater context to the content we all share! Many new projects underway for 2010, two of which I’ll be sharing early in January!

Happy holidays and best wishes for a great New Year to friends, family, and colleagues around the world…Cheers!