The importance of research and user-centred design in healthcare
At a time when the UK Government is making the improvement of healthcare outcomes in the NHS a priority, there is a lot of debate – as ever – about the best ways to maximise performance of an organisation we all rely on. Artificial intelligence will undoubtedly play a significant role in transforming how the NHS operates in the near future. To ensure that we (re)build NHS services effectively using this new technology, it is essential that user research remains at the forefront of development, ensuring that services meet user needs.
In my experience as a researcher and service designer for various clients in the healthcare sector, I have learned that user research is vital for developing effective, user-centred healthcare solutions that work for everyone. Insights from my past studies show that understanding and addressing the needs of both patients and healthcare professionals leads to more efficient and compassionate care.
From various user research studies I conducted, some trends in healthcare were identified. For example, as technology advances, patients are becoming increasingly aware of the potential for improved healthcare experiences through online self-service apps and other digital tools. This heightened awareness stems from greater access to medical information online, increased exposure to healthcare technologies, and a growing desire for convenience and control over their own healthcare journey. This shows a shift towards remote interfaces and increased patient empowerment. As technology and AI-assisted tools continue to advance, patients become more informed, and expect healthcare providers to cater to their individual needs. This includes the demand for intuitive software that involves automation and customisation, designing better experiences for patients who can use simplified apps to help, for example, booking appointments online. Other trends include a recognition of how cultural and gender differences can affect how people behave and what they may expect during treatment..
Previous research studies also emphasise the importance of empathy and emotions, whether for patients or healthcare professionals. Empathy-driven design ensures that systems support users’ tasks and workflows while accommodating common emotions such as stress, overwhelm, and frustration – emotions that are extremely common for those going through healthcare issues.
Prioritising user research ensures that healthcare products and services are not only effective, but also provide accurate data and are responsive to the emotional, psychological, and cultural needs of users. Well informed design from research can enhance healthcare delivery.
As user expectations of healthcare technology continue to evolve alongside technological advancements, ongoing research remains essential. So with this in mind, here are some points to consider when starting to plan research for healthcare products and services based on some of my past experiences.
Ethnographic research involves observing people in their natural environment to understand their behaviours and experiences. It can offer a comprehensive perspective on the healthcare system by examining how various elements interact within it. This includes considering the devices and equipment used in practices and hospitals (hardware) and the applications and programs (software) that run it; the technological infrastructure, and the physical setting where care is provided where patients are located ie. waiting rooms, treatment rooms, theatre).
For example, understanding the layout of a patient treatment room, and the placement of equipment in relation to the patient, can highlight the impact of technical issues on the patient experience. If a clinician is troubleshooting behind a screen or door, the patient may be left alone, unaware of what is happening. This lack of communication can cause unnecessary stress and discomfort for the patient, while also taking the clinician’s time away from providing care which can be stressful for them too.
Through research, a product team can start to examine how various elements within the healthcare system are interconnected – such as network structures, information flow, and a patient’s end-to-end diagnostic and treatment journey – can provide valuable insights. From these insights, we can map these processes. Doing this allows us to understand how different components, including technology, staff interactions, and patient experiences, interact and impact one another.
For instance, analysing the pathway of a patient’s care journey can highlight bottlenecks or redundancies, such as delays in test results due to poor information flow between departments. By comprehensively understanding the healthcare ecosystem, we can identify opportunities for improvement and ensure that all elements work harmoniously to enhance healthcare delivery and patient outcomes. This holistic approach is essential in enhancing the overall functionality of healthcare systems.
When creating healthcare professional tools, software and process navigation, creating prototypes and testing them with users is essential for identifying discrepancies between solution designs and the actual needs of their intended users. Without testing, such misalignments can lead to a lack of trust in and adoption of the systems, prompting healthcare professionals to rely on supplementary solutions, which in turn creates inefficiencies and duplicated efforts.
For example, if electronic health record (EHR) systems are not intuitive or do not align with clinicians’ workflows, staff might resort to manual record-keeping or use additional applications to fill in the gaps. This not only wastes time but also increases the risk of errors. Therefore, rigorous user testing of prototypes helps ensure that healthcare tools are aligned with real-world needs, promoting efficiency and enhancing overall healthcare delivery.
One previous research study involving healthcare professionals using a tool to capture patient details during 1:1 conversations revealed that the tool’s linear script could not cater for a natural conversational flow – this meant that capturing important details around conversations that jumped around a timeline of events was impossible. This issue prevented healthcare workers from giving patients their full attention, as they were distracted by trying to navigate data input constraints of the tool.
This rigidity highlighted the need for tools that accommodate the nuances of human interaction, especially when discussing sensitive topics. In this case, staff used a pen and paper workaround, allowing them to focus on and be more empathetic towards the patient, which emphasised the importance of human contact during the data capture process.
When planning and conducting research in the healthcare sector, it is important to focus on building empathy. Empathy is essential in research and design, it is foundational in creating human-centred products and services. Empathy involves going beyond simply identifying and addressing user needs; it requires feeling what users go through, understanding and feeling the user’s experience. By practicing empathy, researchers and designers are reminded that their perspective is not the users’.
Consider conducting research where you can imagine the world from the perspective of patients and healthcare staff of all types, from doctors, clinicians, nurses to back end technical staff and admin. Conduct user interviews where you can practice active listening, where you are fully present – don’t challenge or correct, and listen more than speaking. Getting a better understanding of their world will help to draw out impactful insights that can inform the design at all stages of development.
To truly empathise with healthcare workers, it’s important to step into their roles: during interviews, engage in conversations with them, use active listening techniques to understand their experiences, and collaborate with them during testing phases. One should develop a genuine understanding of the challenges they encounter, such as inefficiencies in workflows and technology, and recognise how these challenges can impact patient care, for instance, when poor technology consumes valuable time that could be better spent with patients. Since patient care and well-being are top priorities for healthcare professionals, any hindrance in providing full attention can affect their emotional well-being and increase stress levels.
To truly consider the patient, focus on understanding both their emotional and physical needs throughout their diagnosis and treatment journey. Delve into their key challenges, patient fears and concerns, and gain a deeper understanding of their experiences – what design challenges do we face to ensure their comfort and overall well-being? What insights can we gain to help with ideas that can make their healthcare journey more compassionate and responsive to their emotional needs?
For example, research can help us get a better understanding of how a treatment environment might affect a patient’s mental state if systems or software breaks down. A patient arriving for treatment may already be anxious. The unfamiliar environment and technical equipment can feel intimidating. If a healthcare worker is distracted by technical issues, the patient might be left unattended without explanation. This lack of communication can lead to increased stress and discomfort. Even short delays might seem “endless” if they are uncomfortable or in pain, causing further upset, or even worse, they may worry that the technical issues are related to their health.
Every patient has unique needs and preferences, and insights from user research can inform flexible designs that accommodate personalised treatment and care.
Accessibility testing with users for healthcare products and services is crucial to ensure that all patients, including those with disabilities, have equal access to essential health information and services. Patients often experience temporary or situational disabilities, such as a broken limb or vision impairment that hinders typing or cognitive impairments due to pain, medication or extreme stress. This can significantly impact their ability to interact with healthcare products and services. By including accessibility user testing in our research, we can ensure that all patients, regardless of their physical or cognitive state, can effectively access healthcare resources, communicate their needs, and receive timely and appropriate care, ultimately enhancing patient safety and satisfaction.
A lack of bias is of utmost importance to ensure that people from all backgrounds receive the same level of care. By integrating user-centred design that incorporates user research, healthcare experiences can become more calming and accessible, leading to a reduction in patient anxiety and stress.
By adopting user-centred design and research, healthcare providers can develop systems, tools, and processes that truly address the needs of both patients and staff. This approach results in better patient experiences, higher quality care, and a more compassionate healthcare system.
Originally posted here
