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Defining the deeper purpose: Human-Centered Design

Together, the Allscripts Human Experience team collaborates and helps create solutions that can drive better patient care while achieving the greatest levels of human satisfaction. At the core of everything we do are the people that use our products, but it’s really much more than that. That is why we adopted the team name: “Human Experience (HX),” instead of what you may be more familiar with: “User Experience” or “User Interface (UX/UI).”

I’ll explain why.

UX vs. HX

“User Experience” or “Use Interface (UX/UI)” Design represent a small portion of the work our team members do within Allscripts. We care deeply about the overall experience providers have while interacting with our product, and of course we care about the design details within the actual user interface. But our team’s involvement goes far beyond that.

In general, when designing for the provider experience, some teams might remain focused on serving the technology to only the person using that technology. Here at Allscripts, we care about the larger ecosystem of the Human Experience. We serve the human using the product, the organization employing the human and all of the patients and other people connected to the person using our product and service. We see this as the human experience. We believe a provider should not have to adapt to the solution by way of personalization and education. We believe the technology should support and adapt to an exquisite human experience.

Our goal is to ensure every person using our products and services has a positive and delightful experience. To accomplish this, we use a process called Human-Centered Design (HCD). As discussed in a recent series of blogs on HCD, this process includes:

 

Putting HCD into Practice

I’d like to share a pertinent example of how this HCD process can come to life to help the overall human experience. A recent HCD innovation is our new Sunrise™ Platform of Health mobile solution. With it, we have created an on-the-go experience for physicians to get access to in-context, “just-in-time” information before seeing a patient. Through our HX Research we discovered that during this pre-charting process, clinicians need to gather all the information prior to seeing the patient. Many times this occurs at the clinician’s home the night, or morning, before the day even starts. With our mobile design, we remove the manual process of pre-charting, and streamline the process with our just-in-time information gathering experience. This enables the provider to focus entirely on what matters most—their patients.

The Team Behind the Human

Our Human Experience team comprises HX Designers and HX Researchers who focus solely on delivering the best human experience within our products and services. Backed by research and data, our team works to support providers’ true intrinsic needs. We research and test our designs through “co-create” sessions with our client-partner physicians/clinicians. Many of our team members come from agile backgrounds, which drives us to continuously iterate based on the feedback. By doing so, we ensure what we are building is safe, efficient, lowers the cognitive burden and even creates delight.

Healing Healthcare

We put the Human at the center of everything we do. Harvard Business Review, Tempkin Group and Mackinsey have all discovered over the past five years that companies following a Human-Centered Design methodology are more innovative, work faster and put forth better quality products. It helps to ensure everyone on the design, development and product team is creating the right things for the right reasons.

Together, we are enabling a more streamlined way of delivering the best care possible, through the most innovative, and human-centered technologies.

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