This project has not been released to the public. Details and text have been filtered and heavily edited to uphold confidentiality.
Electronic Health is a strategic field for our future, given its potential to reduce costs and optimise procedures. Telefónica was conducting several pilot projects in this field, with Telefónica I+D providing development. User Experience team was called in to refine interfaces for future commercialization.
Telefónica is exploring the Electronic Health field, confident that its experience in online services and infrastructures can be put to good use. Some pilot projects have started in Spain and the UK (under O2 Health flag), with Telefónica I+D (R&D) providing software development.
After some initial proofs of concept it became clear that the User Experience of the services had to be carefully considered before commercial launch. Telefónica I+D User Experience team was called in.
Checked e-health pilot project’s user experience, reviewing documentation and prior testing archives.
Conducted usability testing on current pilot project’s interfaces. Considerable effort had been put by management and developers to create good interfaces, but the lack of specific design resources had resulted in technology-centric complex interfaces.
I integrated with development team to build a mutual trust climate, offering advice on user interface issues.
Once sufficient rapport was created I conducted a User Experience workshop with development and development management regarding current pilot project’s interfaces. Usability tests were on display and specific issues were discussed, recognizing the team’s effort. This shifted development and management perspective from technology-centric to user-centric, and strengthened our bonds.
After some initial global eHealth review, I focused my efforts on the most critical pilot project.
Conducted KJ and collaborative design workshops which produced persona and scenario definitions, with more detailed user flows for key scenarios.
The service had several different kinds of users, with different goals and tasks. Went through a lot of sketching to test several user interface approaches.
Transferred sketches to Balsamiq wireframes, easier to change and maintain, once the main user interface elements were confirmed with UX leadership.
The biggest issue with the service was that, given its highly customizable nature, the user would receive a lot of feedback on configuration options that might hide the most important message of the service: whether there was something wrong or not.
To help alleviate that I designed a single item that would synthesize the system’s current status.
This idea scaled well to admin-like users who had to manage several users’ accounts.
Best design practices were applied throughout the system, looking to alleviate cognitive burden on the users.
Wireframes had to be approved by the O2 Health committee sponsoring the pilot project, and workshops were conducted in the UK to present and review the results.
What I got
- Experience with eHealth services and applications.
- Working with global teams that had me commuting between Barcelona, Granada and London while keeping in sync with everybody.
- Integrated User Experience gracefully in technology-centric teams to breed cooperation instead of rejection.