ISG Playbook
APIs
Uncovering the Emotional Journey for the Ideal Patient Experience
Meaghan Hudak, Reading time: 4 minutes
Whenever we conduct user research in health care, the same pain points consistently emerge. The experience tends to be overwhelming, confusing, frustrating, and stressful. This is because it’s hard to understand, and the process of getting care is often inefficient — health care has usability issues.
Ideally, people want to feel in control. They desire health care that is straightforward and easy to understand, and want this care to be delivered through a convenient process.
This presentation shared learnings of how patients define the ideal health care experience and focus on a user-driven definition of health care usability.
Attendees learned how patients define the ideal health care experience, and to focus on a user-driven definition of health care usability.
(S)hameful, (D)epressed, (H)opeless - Did someone just say SDH?
Presented by: Cupid Chan
An Ounce of Prevention: How Predictable Disasters Redefine Quality Healthcare
Presented by: Elizabeth Goodman and Kristine Nixon
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Lessons from the Medical World: Osteopathic Medicine and Human-Centered Design
Humans have 204 bones and 360 joints that work together following two basic methods of movement. Understanding how and why the body moves is critical to creating effective tools. The connections between the nervous system, the musculoskeletal system, and our world can be used to effectively introduce new tools that make life easier and more comfortable for the community.
During this session, we discussed how a holistic approach to patient care led to the evolution of a tool to monitor joint motion and how data acquisition impacts our ability to move comfortably.
Digital Public Health at the Scale of Government: Little Nudges Result in Big Usability Ripples for the Public
This panel included three designers from Digital Service at CMS, an organization that supports over 181 million people living in America in getting the health care (and insurance) they need. Ensuring that the design of our social safety nets include Human-Centered Design (HCD) at their core, this often means doing small but meaningful things that set up later work to be more equitable and sustainable.
We discussed approaching government public health projects as a Digital Service team, working on cross-agency initiatives that increase access to mental health and/or substance use disorder treatment, advocating for HCD and trauma-informed user research with our partners, and creating the capacity within the government to include those with disabilities in our research.
Plain Talk: Do People Get What We're Saying?
Communication is hard. Communicating health information to diverse audiences with low health literacy is particularly hard—and has high stakes. Plain language makes information easy to find, use, and understand for everyone—and makes healthcare systems more effective because patients understand what they need to do to manage their health. So, the question we must ask ourselves is, "Do people get what we're saying?"
KindnessRX: A Novel Community Gratitude-Based Approach to Increasing COVID-19 Vaccination Rates and Improving Culture
The KindnessRX campaign studied the power of human kindness to combat caregiver burnout and increase COVID-19 vaccination uptake. Highlighting those who made an impact within their organization, the campaign took aim at a softer approach towards vaccination promotion, avoiding words such as “mandatory” and “required.” Rather, the campaign focused on gratitude, kindness and taking care of one another. Comments and feedback proved that human kindness generated a positive culture change, expressing gratitude and kindness that helped healthcare workers build personal connections while promoting safety and workforce engagement.
Continual User Participation in Human-Centered Research and Design
Many of those who receive health coverage from CMS are some of the most socioeconomically vulnerable populations in the United States. Their right to high quality healthcare is heavily reliant on the ability of CMS and associated healthcare workers to provide effective support for its program beneficiaries and health providers. Ventera provides innovative solutions to continuously improve this support system by centering user feedback in its product development and improvement processes.
Zero Trust
Executive Order 14028 requires federal civilian agencies to establish plans to drive the adoption of Zero Trust Architecture. But what is Zero Trust and what does it mean to be fully compliant? We explored what Zero Trust really means and its potential implications for customer experience in health care settings.
