1. Usability study Saranya Rukmangadhan

2. What is a good user experience?

6. Good user experience checklist Efficient Intuitive – seamless learning curve Easy, safe and comfortable to use by all Has good tolerance to errors Makes you feel independent/empowers you – improves your quality of life “It enhances the physical, cognitive, and emotional interaction with a product/service at multiple touch points”

7. Human factors - Physical and cognitive limitations Functional and emotional expectations Motivations USER CONTEXT OF USE What is a usability study? Culture Physical conditions of usage Use cases product/service ecosystem Features Technology and interface Ergonomics Look and feel PRODUCT

8. How does it help? Better problem definition Risk management activity—focusing on foreseeable misuse Reduce go to market time Customer delight

9. How to do usability study? Ask Listen Observe Document Analyze

10. Scenarios

11. Scenario 1: Errors in product usage – Use errors Vs User errors Initial assumptions: User errors – training has to be improved Usability study challenges : At home use product in rural areas– uncontrolled environment, getting permissions, not getting enough time with the doctors Risk management

12. Product training was given at the hospital just before discharge when the mother is very tired The icons and colours used in product was causing confusion The meaning of the icons was written only in English Brighter colour used on the base of the product, made them use it upside down. What did we learn in the field? Key learning Always test your assumptions Observe Fail early

13. Scenario 2 : Customer satisfaction (users and doctors) being done over the phone showed poor acceptance Initial problem definition : How may we improve product efficiency? Probable solutions : Make the product perform better, Redo clinical trials to check the efficiency Problem redefinition

14. The product was being sold as baby weight enhancers Patients hardly visited the doctors post discharge Weight gain is very subjective and not an easily perceivable What did we learn in the field? Key learning Observe What they say is not what they do

15. Scenario 3 : Finding innovation opportunities to improve compliance with diet and lifestyle changes among diabetic patients Key challenge: Just talking to patients was not giving us enough insights Front end innovation

16. Systems thinking Targeted alternative data points – spouses, gyms, dieticians, caterers, restaurants, groceries, etc. What did we do different? Key learning Map the whole care path/ecosyste m

17. Scenario 4 : Understand the context of use for a fetal heart rate monitor while a mother is delivering Key challenge: Getting permission to observe a delivery (from hospital and the patients) and testing prototypes Early stage design

18. Simulate the context Target various types of hospitals Get formal permissions What did we do different? Key learning Building a good rapport with the doctors and hospital is important

19. Best practices Establish relationships with doctors, hospital and patients Have adequate sample size and variety Go as a pairs of two – preferably with different expertise Plan your study. Have a clear aim. Prepare a research guide. Prioritize your questions. Make a hypothesis/prototype. Test it Map the entire care path Use your judgment while coming up with insights. Ask the question ‘so what?’

20. Thank you