In 2015, The University of Vermont Medical Center (UVMMC) became one of the first health systems in the nation to focus on creating exceptional patient experiences using human-centered design. Much more than a traditional graphic or product design group, the human-centered design team at UVMMC promotes an expanded notion of design that positions it as a powerful strategic and creative problem-solving methodology within the complex healthcare environment. According to Jeremy Beaudry, experience design strategist, projects span the design of processes, services, environments, website interactions, communication materials, and tools that support patient engagement. Less than two years into building a rigorous human-centered design practice, the health system has applied this approach to several patient-centered initiatives with measurable results. What is human-centered design?Human-centered design describes a process that begins and ends with accommodating the needs and desires of end users—the patients, families, providers, and staff who play a part in the co-creation of healthcare. The collaborative and highly visual process is defined by three often overlap¬ping phases: Discover, Design, and Deliver.Here’s how Beaudry describes those steps:
- DISCOVER involves various types of research activities in which we learn from end users about what their experiences are. We then synthesize the resulting insights into a clear definition of the problem we are trying to solve.
- In DESIGN, we create ideas through sketching and other visual media. We design and build prototypes which can be tested with end users, so that we can learn quickly and iterate through a series of possible solutions.
- In DELIVER, we transition the solution to the appropriate stakeholders who will manage implementation over the long-term. We also determine the appropriate metrics that will help us measure our impact throughout the project’s lifecycle.
Designing for (and with) people.In an issue of SHSMD’s Spectrum, Beaudry shares insights and examples of human-centered design projects.
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