User Experience (UX) and its bedfellow usability, have a large impact on the extent to which IT systems are harnessed for maximum benefit to end-users, patients, carers and healthcare consumers; and yet the experience of many end-users of healthcare software is a poor one.
HISA has responded to this issue by establishing a UX Community of Practice. UX involves the sum of a user’s interactions with, and perceptions of, a system. It can and should carry enormous weight when deciding whether to implement a new system.
The Chair of the new UX Community of Practice, Associate Professor Chris Bain says: “We’d all be in a much better place if systems were more usable and clinicians had a positive experience of health IT. Whilst clinicians can sometimes be poor at communicating the exact problem to which IT is a possible solution, in no small part it is the role of informaticians and other relevant professionals to glean this information. Not providing specifics however can lead to ambiguity and frustration, and root problems can remain unsolved. A key purpose of the UX Community of Practice will be to develop a better understanding of what UX is and what it’s not, empower people and give them the knowledge and language to articulate their system problems, and to work with IT departments and vendors on collaborative solutions”.
Care to join?
Are you involved in precision medicine? Do you have any suggestions, ideas or would like to get involved in this community of practice?
Prof Chris Bain
Professor of Practice, Digital Health
Faculty of IT, Monash University
Chris is an experienced former clinician, having worked clinically across the healthcare spectrum, and a health IMT practitioner, with a unique set of qualifications. He is an Australian leader in UX. He has extensive experience in designing, leading and running operational Information Management and Technology functions in healthcare organisations. He is also an active researcher and supervisor of post graduate students, with an adjunct appointment in the Monash University Faculty of IT . His chief interests are in the usability of technology in healthcare, data and analytics, software and system evaluation, technology ecosystems and the governance of IT and data.
Design Integration Lead
RSL Care and RDNS (Royal District Nursing Service)
Matiu Bush is one of several Design Integration Leads for RSL Care and RDNS. Matiu Proudly working as part of the Accelerator Team in aged care to transform community and residential care for older Australians through human centred design. Matiu has a Master’s degree in Public Health and broad nursing experience, including working in Tijuana Mexico in international boarder aid, as clinical nurse educator, emergency and intensive care nurse and a sexual health nurse practitioner. Matiu’s aim is to transform healthcare through creative innovation, using an experience design approach, incorporating patient insights into every step of the improvement and innovation cycle.
Senior Clinical Usability Analyst
Australian Digital Health Agency
Dianne is an experienced clinical usability and business analyst with a strong background of working in the federal government and healthcare industry. She has a well-rounded skill set centred around business management within the government health sector, business processes, requirements analysis, clinical user experience, requirements gathering, stakeholder engagement and business process improvement. In her current role at the Australian Digital Health Agency, she works very closely with the Agency’s external Clinical Leads (Clinical Reference Leads) to provide clinical input to:
- Detailed user information on the clinical workflows and the interactions with the My Health Record and application of the HIMSS (Healthcare Information and Management Systems Society) clinical usability principles; and
- Clinical and usability advice on the My Health Record portals.
Dianne is passionate about clinical usability and works very closely with the design and development teams to ensure that clinicians are effectively engaged in the design, implementation and use of digital health products. She believes that there is a real need to understand the user’s world and their problems and frustrations with using digital health products.
Co-founder and Research DirectorPaper Giant
Chris Marmo is the co-founder and Research Director of Paper Giant, a strategic design consultancy based in Melbourne. For almost 15 years, Chris has worked at the intersection of people and technology to provide evidence-based design leadership. He is passionate about using human-centred design techniques to explore and solve problems that are grounded in real community and social needs. As a user experience design and research specialist he has had the opportunity to co-design government policy, and has designed products and services across a range of corporate, government, health, education, and social justice projects throughout Australia and Asia. His design work has found its way into products and services that hundreds of thousands of people use each day.
In the health context, he has designed both products and services for private and public organisations including Bupa, Medibank, Telstra Health, a range of community health organisations, and governments at all levels. Prior to starting Paper Giant in 2013, Chris obtained his PhD in Anthropology from RMIT University. He holds undergraduate degrees in Computer Science and Psychology, and brings a deep understanding of people and technology to the projects he leads, no matter the context.
Bernard Schokman User Experience Design Strategy
A User Experience Design Strategist, Bernard’s claim to fame is designing the Telstra Business Portal. Since 2010 Bernard has taken a particular interest in business. Having a practical passion for lean UX it was only natural for him to blend the flavours of Business and lean User Experience together. He says, “UX is a tool we use to shift business and consumer metrics” because he believes this is its fundamental purpose. He believes UX is about crafting digital ‘first impressions’ from customer’s mental models and then extending those first impressions through the life of the product creating ‘lasting impressions’.
UX is important for healthcare because we’re talking about Human Beings in pain and discomfort. We can provide better, faster experiences that efficiently and empathetically move people across these spaces – but we’re not. Presently, there is clear evidence that despite huge investments by Government and Service Providers that real-world health systems have failed to deliver the improvements expected.
Pamela Scicluna has over 10 years’ experience in digital health and combines her technical skills and business focus to make a difference by providing innovative, sustainable, user-centred solutions to the health sector. Pamela is an Executive Director at health technology company Kianza and has previously held senior leadership positions within Telstra Health and PenCS. Pamela first became committed to improving health outcomes through technology while creating a decision support and real time prompting Trauma system for Alfred Health.
Pamela’s experience includes trauma and primary care decision support, real-time prompting, preventative care, population health, in-hospital task management and communication, marketplaces to support consumer directed care, optimisation for the home care sector, and interoperable foundation infrastructure. Pamela holds a Bachelor of Applied Science in Computer Science and Software Engineering, is a published author, and has presented locally and internationally.
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