S3 E1 - User-Centered Design in the NHS: Personas, Prototypes, and Pain Points with Lindsay Lewis & Hayley Grafton

In this episode, I speak with Hayley Grafton, the Chief Nursing Information Officer at University Hospitals Leicester, and Lindsay Lewis, a master’s student in Service Design at the University of the Arts, London. We discuss their collaborative project focusing on medication management, which is part of Lindsay's Master's degree project.Delving into the use of personas to improve user engagement with new systems. Lindsay shares her approach to developing personas based on survey data from 30 nurses, where she categorized them into three groups: Adopters, Pragmatic Acceptors, and Worried Skeptics.Hayley and Lindsay explain the complexities of change management in the resource-constrained NHS environment. Hayley describes how Shared Decision-Making Councils at her trust give staff time to improve workflows and suggests they could involve nurses in solving operational challenges in the future.Lindsay provides valuable insights from her user research, emphasising the significance of understanding user attitudes. Her research highlighted equipment challenges and system workflow issues, offering a clearer view of why scanning compliance was low among nurses.We also explored the cultural and practical barriers to adopting new technologies, such as the culture of overriding scan prompts due to initial equipment challenges. Lindsay's creation of storyboards helped articulate workflow inefficiencies, which was pivotal in understanding the issues nurses faced.The episode is rich with information on service design, user-centered approaches, and the practical challenges of integrating new digital systems in the NHS. I invite you to listen and gain insights into this impactful collaboration.If you found this episode informative, don't forget to leave a review and share your thoughts. Thank you for tuning in!The Digital Ecology Podcast is part of the Talking HealthTech Podcast Network, your go-to audio destination for the latest in healthcare delivery, innovation, digital health, healthcare ICT, and commercialisation. Discover more at talkinghealthtech.com/podcast/network.

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