This document discusses ways to introduce more happiness into healthcare through small improvements to the user experience. It outlines some basic concepts of user experience design that could be applied, such as creating patient and doctor personas, improving navigation, labeling, search functions, consistency across touchpoints, and testing designs with users. The goal is to reduce stress and frustrations for both patients and medical providers by making the healthcare system and interactions easier to understand and use.

1. A tiny bit of Happiness in Healthcare
Adrian Iacomi
@adrianiacomi
photo by flickr.com/evilerin

2. Adrian Iacomi
Romania – Denmark - Germany
14+ years experience in digital
MSc in UX for Healthcare
Projects on oncology
Working together with patients and doctors
photo by flickr.com/bump

3. What makes us happy?
?

4. A smiley
photo by flickr.com/dancingtuna

5. Healthy food
photo by epSos.de

6. Kittens
photo by flickr.com/32625085@N05

7. Our children
photo by flickr.com/jstar

8. Mountain biking
photo by flickr.com/zachd1_618

9. The colour run
photo by flickr.com/skynoir

10. v
Going to WIAD

11. Beer
photo by flickr.com/philman

12. Friends
photo by flickr.com/jessevaughan

13. Jazz
photo by Wilfred Paulse

14. Our family
photo by flickr.com/erinthomaswilson

15. Grandpa using Linux
photo by flickr.com/prupert

16. Surviving surgery
photo by flickr.com/phalinn

17. “The foundation of success in life is good health: that
is the substratum fortune; it is also the basis of
happiness. A person cannot accumulate a fortune
very well when he is sick.”
P.T. Barnum

18. What does it mean to be sick?
o Medical visit: checking health, quarter visit, treatment, return to verify treatment, etc.
o Length: limited, long term, lifetime
o Medical system interaction: 1day/year, monthly, weekly
o Costs: small, large, huge (some supported by the health insurance or not)
o Confirming healthy status
o Finishing treatment
o Surviving
Happiness in a health care context

19. A small part of the medicine that a
diabetes patient must take.

20. Medical eco-system
Patients Doctors
Nurses
Admin staff
Friends
Internet
Hospitals
Family
Private clinics
Pharma companies
Insurance system
Legislation
Research centres
Medical devices
Tech
Support groups
Social media
Medical experts

21. photo by flickr.com/wackystuff

22. A tiny bit of IA in Healthcare
1. Research
2. Personas
3. Navigation
4. Labeling
5. Search
6. Consistency
7. User journeys
8. User testing
photo by flickr.com/otrops

24. Patients VS Doctors. Different problems.
1. Doctors do no explain clear enough
2. Stress
3. Long waiting times
4. Billing errors
5. Rude medical staff
6. No cost transparency
7. Too short medical visit
1. Too many patients
2. Misinformed patients
3. High stress
4. No inter-hospital collaboration
5. Not enough time
6. Insufficient funds
7. Too many devices and new tech
Patient’s problems Doctor’s problems

25. The medical system knows
almost everything about you
Personas
photo by flickr.com/dangoodwin

26. Basic personas for healthcare
1. Physical and mental health
2. Medical history
3. Demography
4. Value per client
5. Social stats
A. Family data
B. System feedback
C. Other interests

27. Are patients and doctors getting lost
online or offline?
Navigation
photo by flickr.com/clement127

28. Cue in front of an office. No
program or order provided.
Signage: “Entrance at the
bodyguard”??!?!

29. Almost clear signs Clear and simple kiosk interface

30. Signage logic missing Labeling
photo by flickr.com/alanenglish

31. Clear floor signs which lead nowhere. Clear info board
design by behance.net/patkennedy78

32. Are you lost in the Hospital or on their website? Search
photo by flickr.com/30068822@N04

33. 1
2
3
Clear signs in the Hospital
Auto-suggest with categories.

34. Consistent design on all the touch points Consistency

36. Hospital S. The user’s road is full of
perils and the unexpected
User journey

37. 1 2
3
4
5
6
7 8 9
Call centre
Appointment
Search the office
New appointment
with the call centre
Medical visit
2. Medical report
Analysis
Medical Visit 2
1. Medicine
6Documents
Website search

38. There is design, but is it right? User testing
photo by flickr.com/dahlstroms

39. ?
Hospital information board Hospital entrance, from where the
board is not visible
Elevator area.
No information
available?!?

40. Information Architecture for Healthcare
• Patience
• Empty
• Even more patience
• Close collaboration with the doctors
• Understanding the healthcare system
• Treat the patients/users with respect
• Complicated legislation in the EU
• Less is more
• Love your work !!!
photo by flickr.com/opensourceway

41. “Happiness ... consists in giving,
and in serving others.”
Henry Drummond

42. Adrian Iacomi
@adrianiacomi
Thank you :)