May 7, 2021

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We are all designers – a health care blog

By Kim Beldard

If you have to go through the Hungry Games Laboratory to register for the COVID-19 vaccine earlier this year, raise your hand – find out which phone numbers / websites you should try, browse, answer all questions, search for appointments within reasonable distances, and often again They have to try. Or if you have trouble learning how to use an electronic health record (EHR) or associated patient door, raise your hand.

Maybe they think you are. You may think that you do not have enough technology. But, one by three utility experts have assured us, no, it is a bad design. And we have to say.

“Everyone Everywhere: An Example Divided and Embedded for Use” By Professors Michael B. Twidel, David M. Nichols and Christopher P. Lug. Journal of the Society of Information Science and Technology In March, I did not see the University of Illinois School of Information Sciences (where Dr. Tweidel faculty is located). Press release A few days ago.

The authors believe that bad design – at the expense of consumers and the community – “The overall cost of misuse of the product is negligible. We as a society do not want to know how much money has been lost and how much frustration and suffering has taken place.

Whatever the number, they are very large.

According to Dr. Twidel

Simplifying the use of a computer system is a small part of the cost of running a computer system. So why aren’t things right? Because people tolerate bad interface and blame themselves. We want to say, ‘No, it’s not your fault! It is a bad design.

He specifically cited the example of the vaccine: “When it is difficult to use software, the elderly cannot be vaccinated, that is a matter of social justice. If you can’t make things work, the technology may isolate you more than anyone else. ”

They are concerned about the aspect of social justice by calling for a “distributed utility movement” and promoting “widespread utilization through a mass awareness of utility movement in the community”. User activity (for example, Ralph Nadar) mentions how traffic safety has changed over the decades.

Ethics of the story: Encourage more complaining.

Many designers or developers hide this hope, and many of us users may turn our backs on the idea that our complaints will not make a difference. However, “it is very important to leave it to the users.” The authors urge to provide concrete examples of how complaints can lead to positive changes and better places to air (including social networks).

They point out that the end result could be “the use of kaizen” in comparison with the practice of the Japanese factory, which is encouraged to identify faults and provide sound signals. No, “Everyone, including end users, must participate in user discussions.”

There are many intelligent people in many professions, they accept. Involved in the various products and processes we use, but “a wide range of uses reminds every member that there are better domains and efforts to make the world better, but that misuse makes everything worse. They remind us: “Their complaints are important information if we hear them, and only if people believe their complaints will be heard and action will be taken.”

The authors point out that what we often see as “user errors” or “human errors” are actually usage problems: “Hard-to-use software should not be as difficult as cars’.” Of course, they see the need for training as a suggestion: There are design issues:

It is especially bad to blame the end user for mistakes and then follow a training system for these users to adapt themselves to a bad design product.

Default The default should be an indication of a failed interface design that could provide adequate training.

For example, iPhones are a marvel of engineering with so many functions, but did you ever know how to use your iPhone? Here is the point.


Usage is not always bad due to bad design; Recently Greg Bensinger Wrote in l The New York Times, “Some things are difficult to design.” It refers to the so-called dark styles – – “Techniques that companies use online to get consumers to subscribe to items, keep subscriptions that they can delete or subscribe in another way or provide more personal information ያስ Think of them as a digital equivalent of trying to delete them”

We have all experienced it.

Mr. Bensinger fears that such dark circles “will be effective, especially in the minority groups, the poor, the less educated, and the elderly.” Not surprisingly, professors Tweidale, Nichols, and Lug call for action. It supports legislative or regulatory solutions, and some can be guaranteed, but some distributed usage activities are also very important.


Of course, health care is full of both poor design and dark styles. some Say Health care “Consumer errors” can literally kill patients and burn them to the clinic, but health care is a “poor UX / UI standard”.

Nurses Recently rated The use of the EPRDF’s “F” and the response on Twitter should not be underestimated. They have doctors I felt long the same. Many recent hospital pricing needs transparency, but hospitals have been made They understand how to use design To confuse consumers who actually use them. And how many times have you had to enter the same information into the doctor’s office or sign forms that you could not understand?

Don’t just accept: Complaints, complaints, complaints.

One of my favorite verses from Good Ku, MD.: “Everything in health care is design. “Simply put, if the design doesn’t improve your health, or at least make your interactions with the health system easier, it’s better, poor design and, worse, bad dark design. Either way, we must speak.

Professors advise us to look at the usability equivalents of Tidal, Nichols and Lug Fair trade recognition Or Energy Star RatingAnd it’s amazing: “Think about the possible use of a star rating in the library directory. Or during the university application process. ”I would like to consider such a star rating on EHR, a health plan explanation, a hospital bill or a prescription drug label.

Include your own health care-related example; I’m sure there is no shortage of candidates.

Let us all be advocates of exploitation.

Kim is a former business executive, past and presenter of Tincture.io, and now a regular TCB.