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Channel: Christopher Monnier » User Journeys | Christopher Monnier

Interaction Design of Radiology Web App

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Situation: A mid-sized radiology company sought to differentiate themselves by redefining how clinicians interact with radiological images and reports.

Task: Create a radically improved user experience that would streamline the process of viewing all of the different data associated with a given patient.

Action: Using the insights gathered during research with clinicians and during requirements discussions with the client, I sketched out some preliminary wireframes to think through the key challenges of the application. After working with other user experience personnel to refine the wireframes and talk through workflow, I created a timeline containing the main touchpoints between clinicians and the radiological information. The initial wireframe sketches and timeline are shown below.

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The timeline helped serve as a framework from which to structure the rest of the application. From the initial wireframes, I fleshed out the primary interaction concepts through collaboration with other user experience personnel to refine the layout and flow of the user experience.

Result: The result is a concept that presents data to users on a “per-patient” basis rather than on a “per-exam” basis, which is how existing systems were organized.  This allows clinicians to more easily analyze patients longitudinally, which better matches real-world behavior. The final wireframes (shown below) utilize innovative interactions (such as sliding panels and hidden reveals) and were designed with the goal of someday running the application on a tablet (e.g. an iPad).  One idea for shuffling between exams for a given patient was to use a “deck-of-cards” metaphor, in which users could browse different exams for a given patient by swiping to the left or right.

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Tools used on this project include pen-and-paper, Microsoft Visio, and Axure RP.


(Protected) Research of Diabetes Patients in the UK

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Research for New Smartphone Health Monitor

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Situation: A radical new product idea needed strategic design input to define what the user experience would be, including  initial startup, feature discovery over time, and integrating the product into their daily lives.

Task: Understand how users experience their disease, their coping strategies, how they progress through their life with the disease, the breadth of user behavior—both broad and detailed.

Action: A partner from a design agency and I interviewed numerous patients in their homes and doctors in their clinics in rural Arkansas, San Francisco, Copenhagen, and London. Most in-home interviews were 2 hours long and we worked from an outline of themes that we wanted to cover and otherwise let the user “lead” the interview, which allowed us to discover what was important to them. There were a lot of emotional moments in the interviews, sometimes from patients and sometimes from loved ones; these emotional moments helped us identify points that really hit home and resonated with users.

Result: We found that it’s not age or disease-state that determines someone’s willingness to use the product, but rather their general attitude, which cuts across all demographic lines.  This led us to a UX strategy of having three layers of interaction—one for novices, one for intermediates, and one for experts—on the product, with subtle nudges and encouragement for moving people from novice towards expert.  In addition to making the product more engaging, this strategy would give some bit of “life” to the product, which would go a long way in helping people perceive the product more as a companion and less as a sterile piece of medical technology.  The following diagram illustrates this strategy:

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Research and Design of Legal Services Web App

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Situation: A legal services firm needed to revamp how they collect and distribute depositions, namely to incorporate new efficiency-generating business processes and to move from an aging Windows 95-based system to a flexible web-based system.

Task: Spend a week embedded with the firm at their New York City headquarters in order to understand the current business process challenges and transform those findings into a user experience architecture for a new web-based system.

Action: After immersing myself with stakeholders both on-site and through teleconferences, I conceptualized a web application for scheduling and processing court reports that would replace an outdated Windows-based application. Since the world of court reporting was entirely new to me, I created numerous diagrams to help me understand the various workflows involved. Two such diagrams—one showing the current process and one showing the future process—are shown below.

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After gaining a basic understanding of the court reporting business, I sketched out dozens of wireframe ideas using pen-and-paper, Adobe Illustrator, and iRise (per the client’s request). A high-fidelity demo showed how numerous key tasks would be carried out.

Result:

The result is an application that is organized in a manner that matches the mental model of users. After spending time with stakeholders, it became clear that their work was very “job-centric” (a “job” is a single deposition for which a court report would be gathered). Whereas the user experience of the system being replaced was based around the backend database structure, the new application’s user experience puts the job at the center of the various workflows and gives users quick access to all things job-related from a single entry point.

The new application also takes advantage of modern web principles and innovative interaction design. For example, the login/landing page (shown below) features a low barrier-to-entry form that lets customers request a service without having to first login.

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The homepage dashboard (shown below) features a data-rich interactive calendar as well as an accordion containing panels of pertinent information.

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Finally, on the page where users of the system assign various resources to work on jobs, important information is shown clearly and obviously, with a slideout panel similar to that used by Twitter containing additional information about each resource.

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A sitemap for the new application is shown below—the long column of pages near the center of the image reflect the new job-centric structure of the application.

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Tools used on this project include pen-and-paper, Microsoft Visio, Adobe Illustrator, Adobe Photoshop, and iRise.

(Protected) Transforming emotional needs into a product feature

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