Why We Need Design Thinking In Healthcare - InformationWeek

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Why We Need Design Thinking In Healthcare
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PeterF028
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PeterF028,
User Rank: Moderator
6/15/2015 | 10:35:12 AM
People need to appreciate the offering
Great article. Even the best innovations are meaningless if no one uses them. This is why its so important for organizations to involve a diverse mix of people when coming up with and pursuing new ideas.  It's really about having the culture in place capable of providing perspective. Peter Fretty, IDG blogger working on behalf of CSC. 
asksqn
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asksqn,
User Rank: Ninja
5/30/2015 | 2:58:52 PM
Beam Me Up, Scotty: there is no intelligent life down here
Designing software around end user habits is one thing, but if the end user is a techno-moron -as most particularly in Healthcare are- well, there is no patch for human stupidity.  I expect even more patients to die from healthcare personnel errors the more tech is leaned on than the current bodycount from not being able to read a physician's handwriting.
GarrettG406
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GarrettG406,
User Rank: Apprentice
5/28/2015 | 2:56:13 PM
Re: I live it first hand
     Cognitive Ergonomics is important here in designing informatin solutions that match well with the users' and their environment. For example, the bottlenecks in certain decision processes due to something like too many decisions at once or informatin overload can be relieved some by designing the information system to level out the mental workload. However this takes managerial understanding and a commitment to quality over some short-term cost. An information system that requires noted documentation to be entered before opening the next client case that occurs at the same time the provider should be interacting and counseling with the client is not a good solution from a cognitive ergonomics perspective. However, recognizing this bottleneck, using assistive technology in the documentatin process at this point would reduce the bandwidth and increase the effectiveness of the provider, to the benefit of the client and long-term cost and quality deliverables. In my projects I am committed to design technolgoy for the users and stakeholders not just the engineering viewpoint of accomplishing the list of functions to be included and completed.
PedroGonzales
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PedroGonzales,
User Rank: Ninja
5/26/2015 | 9:42:09 PM
Re: I live it first hand
I think we often times forget that software is meant to improve users' process.  That the design of any product is the main way how users interact with our product.  If developers do not understand this then the faulty software will always be the norm. 
ldavolio
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ldavolio,
User Rank: Apprentice
5/26/2015 | 7:09:20 PM
Re: great points
Thanks all commenters on your thoughtful feedback and follow on points.   Dr. Tsega, I read your blog post and i think you summarize nicely the ridiculousness of EMR design.  It's a really interesting topic that's lighting up the medical listservs and message boards these days.  Often overlooked is the government-funded oligarchy that created the rapid adoption of the decades old EMR design.  The unanwered question (in my opinion) is, "was it worth it?"  
ChrisBarnes
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ChrisBarnes,
User Rank: Apprentice
5/26/2015 | 6:29:15 PM
Additional resources
For those who want to go beyond the resources mentioned, I also recommend the following:

GameStorming: A Playbook for Innovators, Rulebreakers, and Changemakers by Gray, Brown,and Macanufo -- An excellent receipe book for helping groups of people explore ideas, problems, and solutions.  

This is Service Design Thinking by Stickdorn and Schneider -- This textbook explains design thinking in the context of creating/innovating services, describes practical techniques, and includes case studies. It's also beautifully designed.

Chapter 7: "Getting Personal: Developing Yourself as a Design Thinker" in The Design of Business by Roger Martin -- Many kernals of useful wisdom here, though a bit more "thinky" than practical.
progman2000
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progman2000,
User Rank: Ninja
5/26/2015 | 3:27:48 PM
Re: I live it first hand
We've taken our developers onsite to hospitals and the result is always the same. After years of listening to developers explain how the user "should be" using the program, you can see that light come on and they finally "get it". There is no substitute for actually seeing and living what the users actually do.  
Stratustician
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Stratustician,
User Rank: Ninja
5/26/2015 | 3:23:30 PM
Re: I live it first hand
Sadly, you aren't alone in this.  I think what a lot of software/application companies forget is that while they might think their solution checks off the key functionality, if it isn't developed with users in mind, it might not be as successful as they hope.  In healthcare for example, hiring developers who have industry experience, not just because they worked at a company that created solutions for healthcare, but who actually worked in hospitals and other healthcare providers and understand how the tools are used, might provide better user acceptance and usage overall than those solutions designed for these industries but not created with users in mind.
drtsega
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drtsega,
User Rank: Apprentice
5/26/2015 | 12:51:02 PM
great points
Thanks for writing this and providing some helpful resources. I very much agreed with your point about the problem with bringing in designers at the end of a project (or thinking about design at the end, rather than the beginning).

I wrote something about this previously, and wouldn't mind getting your thoughts on it: https://medicalminimalist.wordpress.com/2015/03/18/diagnosis-clutter/
progman2000
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progman2000,
User Rank: Ninja
5/26/2015 | 7:00:03 AM
I live it first hand
I work fof a software company that sells a healthcare product and have seen us make this mistake for years. Our product was developed by programmers that thought they understood what it was the user wanted. The sad part is we either lose deals because of this gap or well sell and implement a solution that forces a user to change their workflow based on our flawed assumptions. It's amazing how ofter that happens in the world of big ticket software purchases.


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