DISCUSSION QUESTIONS
DISCUSSION QUESTIONS
DISCUSSION QUESTIONS
1. Discuss critical user experience issues in your own organi- zation. Describe one example in more detail.
2. Outline how to apply the heuristic evaluation technique to analyze where the major violations exist for a selected health IT product.
3. Search the internet for current policies on the user experience in health IT by searching the Centers for Medicare and Med- icaid (CMS), the Office of the National Coordinator for Health Information Technology, and the National Institute of Standards and Technology websites. Analyze how one of these current policies will affect your organization.
4. Outline a usability test for one module of your current EHR. Include the elements discussed in the chapter in your proposed usability test. Describe why you chose the methods you did.
5. Your organization is planning to purchase new physiologic monitors for the adult ICUs. You are the clinical/informat- ics person assigned to this project. Describe how you would include usability in the purchase process. Outline participants, methods, and tasks to be tested.
CASE STUDY
A tertiary care center in the western United States has an installed base of EHRs supported by Cerner Corporation for inpatient areas and by Epic for outpatient areas. Other technol- ogy includes a suite of about 300 different applications sup- ported by the IT department. The current environment, while including robust capabilities such as computerized pro- vider order entry, is “siloed” with information. Healthcare pro- viders complain that they have difficulty obtaining the “big picture” of the patient across systems and they have to remem- ber information located in disparate systems. They are bur- dened with integrating information themselves. Not only is this time consuming; it is potentially prone to error. Providers have developed numerous workarounds to the different sys- tems in ambulatory and inpatient areas, including “ shadow” files for patients they see frequently. Nurses complain that they have to “jump around” the inpatient system to find information they need for activities such as patient handoffs. The organization responds by developing a vision for the future that centered on the concept of knowledge manage- ment (KM). This concept is defined as the systematic process
of identifying, capturing, and transferring information and knowledge that people can use to create, compete (with other organizations), and improve. A crucial aspect of KM is improving the user experience. As the leaders in the organi- zation begin to address KM and improve the user experience, they are employing the same tactics described in this chapter.
Discussion Questions 1. Assume that you are the leader for UX for your discipline
in your organization. Where would you start to improve the user experience?
2. Pharmacists supporting the ICUs are asking for your help to improve their situation (their user experience) because they are forced to use nonintegrated systems. What methods would you use to examine this issue?
3. The institution is in the process of purchasing new phys- iologic monitors for their step-down unit. Describe how usability should be incorporated as part of the purchasing process. Design a brief usability test to support the pur- chasing process.
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