How did user-centered design help improve health IT for 2.6 million American Indians and Alaskan Natives? By thoroughly understanding the patients, according to Maia Laing, Senior Business Consultant in the Office of the CTO at the Department of Health and Human Services.
“The most powerful message that we are able to communicate today is, through the personas and journey maps that were developed, in order to define what the unique healthcare elements are, what does that care interaction journey look like for a patient, and overlay that with where the opportunities with technology exist,” said Laing as she presented a case study on a project she recently directed for the federal government.
“I felt very strongly that we needed to integrate the design elements into this project,” she continued. “Over the past year we were out in the field…we went to 12 regions, engaged with over 1500 individuals, whether through listening sessions, interviews or data calls, to get a sense from them, around their challenges not only in care delivery but in what ways the technology is either impeding or facilitating their needs.”
Watch her 10-minute lightning talk at the AGL Summit on Nov. 7, 2019 in Washington, D.C. below: