 Hey everyone, this is my first time giving a talk anywhere so I hope you'll like excuse me if I'm a little new to this. So as Smita introduced me, I am a UX designer working with XRware right now and in the past one year when I've started working I've come across different projects in different domains and one such project that I've actually learned something really new and that gave me an insight about something that's a little different from what we learned in the college is the experience that I had when I worked with the healthcare industry. So when I got onto the project there had already been some initial research done. So what we were doing was we were working with the American healthcare system and what we wanted to do is we wanted to bring a holistic approach into the whole healthcare system that included the hospital side as well as the patient side. So we wanted to build one portal where it would be easy for everyone to integrate and help create the whole process of helping the patient heal easier and better. So looking at that we went ahead and we figured out the main stakeholders that were there in the American healthcare system and we figured out that we had like the main what do you call this spokesperson from the hospital side which was the care manager. So that particular user would be the one that would be the main point of interaction for anybody from the patient side and this created a whole new scope for us where we thought of focusing all our like focusing a majority of the research into that particular spokesperson which could be our central character in this whole story. So when you look at this diagram you see that you have your hospital side that's just some of the user profiles on the hospital side you have like surgeons doctors and nurses but all of them report to the care manager when they are coming together as a team to help heal a patient so that particular team is called a care team. So when you have that care team the main person can care manager takes the lead and makes the timetables make the schedules for the patients and the doctors so when you look at this approach you know that when you trigger the care manager's flow of his tasks and the way he goes about his daily life activities then you know that you can sort of create an equilibrium on the whole system so going ahead you have this generic patient flow so when you look at this patient flow I'm going to be explaining the different areas how the care manager what he called integrates with the patient so when the patient like comes to the hospital to talk about his ailment he'll be assigned to a care manager and this particular care manager is the one that builds a care plan which is made after the consultation process so the doctor is the one who consults and he's the one who figures out what is wrong with the patient and after that when you see that when the care manager understands what actually is happening he's the one that goes about organizing all the diagnostics all the reports and the recovery stage so when the care manager figures out what is going on he plans out the different kinds of tests that go about for the patient he plans out the different reports and x-rays he needs to get done according to what kind of an ailment he has so in all this when we went about the research we figured out we came to the conclusion that we'd have to follow this flow all right so we've sort of broadly segregated into three steps the discover phase the design phase and the iterate phase so today I'm gonna be focusing most on the discover phase because that's where we got most of the insights from so in the discover phase we did the user journey the user profiles competitor analysis the task flows focus groups and the personas and in the design phase we were done the the coming up of the product and the affinity mapping information architecture paper prototyping wireframing and visual designing and after the iterate like during the iteration phase that's when we've gone back to the users and talked about it conduct a couple of focus groups to realize how it could help us and yeah so moving on to the discover phase so to broadly classify we've like I mentioned before we've all we when I joined the project we already have had a big chunk of secondary data that we'd already collected that you included a lot of user journeys and out of those user journeys I'd go about realizing what kind of user profiles we had to build and what kind of user bases we had to touch to address each and every type of user in the healthcare system and from that we've figured out each and every task flow of the different user profiles that we've created and through those task flows what we realized was the conclusion that the care manager was the key member and when we got to the whiteboarding we initially just sketched out a couple of ideas to see how to go about integrating each and every task and process of the healthcare system into one particular portal and while doing that on the other side we'd even had a couple of other companies that were already into the system and we looked at those and moving on we actually had a group of care managers that came together and we interviewed them and we conducted a focus group while showing those primitive designs and we really want to take their insight on what they actually wanted out of the task flows and we basically started off by talking to them about as simple as what do you do in your day what is your daily tasks and moving on to when we figured out that a lot of the secondary resources that we'd done was relevant but till the moment that we understood that the care manager gave us the biggest insight that you had to have empathy and sympathy to deal with the patient because when a care manager connects with a patient on a more personal level that's when they really understand how easy it is to help them heal so through the focus group we realized this and we realized that this is something that we'd missed out in the whole flow and what I wanted to like impart to all of you guys is that I think when like through this process only we figured out like I forgot that the main chunk of the use UX process lies in the research phase so when we go through the whole research phase like to the dot and we realize that there is a lot of things that we can really understand from the user themselves like sometimes yeah there are cases where we do overlap like overlook the users but that's what we shouldn't do and more like when we do connect with the user we do realize a lot of things that we need to get done and moving on the next one is yeah so these are the three main things that the care managers shoulders the one was what they wanted was a unified patient view and this was something that they wanted to connect with all the patients on a more personal level and they wanted to so each care manager cannot does not have only one person patient interaction they have more than one so they wanted to connect with more than one patient on a personal level which they might not get to do on a daily basis so they wanted a way to do that and then they wanted some way to remotely monitor the patients if they're not able to visit the doctor like some of them might be physically challenged and they might not be able to reach the hospital so they wanted a way to impart that care via remote monitoring and last thing was the patient care team collaboration they realize that a huge chunk of the efficiency was being lost when the care team was not able to interact with the patient side effectively and efficiently so what we did ahead was we taken all these insights into consideration and we went ahead to build a product called carrot cube and it's still in the it's still being like it's still in the working phase right now so with all these insights and what I realized like I just mentioned was that the research phase is the major chunk which can actually help you realize what you've been missing out or even before going into the market that this is what the user actually needs even though the user might not know what it is through the focus group and through interviews you can just slowly extract that information through the users so yeah I guess that's it thank you yeah you got any questions how you do your user research throughout the journey is there any field study sorry how you do your user research so the user research in this case we had the user upfront so we conducted focus groups and we conducted a series of interviews and we even had a couple of surveys that were preset sent to them before the focus group so we had a proper series of like activities that were done with the users directly thanks so yeah so you're asking with the during the interviews stages yeah so the questionnaire agenda that we had was mainly driven towards the different kinds of tasks and user bases that we'd identified in the secondary research phase and after identifying those main key areas we'd slowly started building a basic questionnaire on that term and after we'd get to that basic questionnaire we'd obviously improvise in the interview so we took that basic talking points and those off to start the interview so what was the nationality of the users sorry national American the American healthcare system okay so only the American yeah yeah this was focused towards American healthcare system what was the size of the focus groups that you had for this user so we had the first focus group that we had was around eight people eight care managers and then we had different personal interviews one-on-one interviews later on okay and how would you describe like the with that group of the with the focus group that number of people the number of problems that you were able to identify within that focus group the thing was the focus group came on later but the initial stages when we went for the interview we figure we went with a more open-mindedness so it was just open and we wanted to learn as much as we can first hand from them and other than what we'd already learned from the secondary research so the focus group was more to find out like how those tasks played out on the portal what are the challenges which you face during the research any particular challenge that made you the first thing was the ethnographic differentiation like we are from an Indian healthcare system which we cannot even comprehend how it happens in the American healthcare system right that's the first thing that we faced and then there was another thing where I mean obviously like a couple of things like where not understanding really how to go about like putting down their health care it was mostly during about their healthcare system like figuring that out was a big step and after that it kind of became easier the geographical differences made up yeah that was a big effect what are the empathy which you could relate to the users because most of them you might were like patients right yeah one thing that we realize is that when you do meet a patient right the patient is one of those guys that you've got to carefully look at the pain points that they have because they are more personal to them rather than you having a user for some other application because the healthcare system affects them directly to their body and I mean you've got a lot of emotional connection to a healthcare system right so that's one thing so that's where we kind of build that whole empathy bridge between us and the patients and then we got this even via the care manager that I mentioned so even they had mentioned about that same care bridge that were the empathy bridge that they were building thanks so currently like most of the systems the experience is actually like first hand there is always a doctor either a doctor or a lab technician who's actually like punching in the data or the which healthcare system are you talking about yeah and generally like whether it's no that's a big right so when you get into the details and the nitty gritties of the different healthcare systems you actually see that they work in different ways you might assume in one way that you do first hand meet a doctor that does happen yes I agree that happens in the smaller clinics and this okay sorry I forgot to mention like this is more to do with like the bigger hospitals so rather than the smaller clinics I think what you're mentioning is about the smaller clinics right and when we are actually building interfaces or the experiences for keeping the interaction like the data how we show like after to make it for a decision-maker like let's say he has to we are building any appointment system or okay like it could be like heart rate monitoring like all these things like metrics which are shown to a doctor and what are the things we keep in mind when we are designing the interface for them it depends upon what user you're building for because over here when I showed you the different user bases each of them requires different diagnostics or different kinds of tasks that they do every day so you might not need one type of a nurse to have the patient charts you might not need like the doctor to have the schedule for his patients so you got to focus on what the task is and then relate that to the interaction or the thing that they get to view the information that the user views thank you