Provide Insights, Not Numbers Three dangerous data visualization trends and UX research techniques to avoid them

Clara Kliman-Silver and Richard Wang UXPA International 2016

Clara Kliman-Silver @cklimansilver

clara.klimansilver@gmail.com

Richard Wang rwang@athenahealth.com

http://sugidol.com/airplane-in-the-sky-cloudy-but-sunny-day-2.html

https://www.google.com/flights/

https://www.google.com/flights/

http://www.xfinity.com

Irrelevant data

http://www.xfinity.com

http://a2.mzstatic.com/us/r30/Purple/v4/35/eb/f7/35ebf71b-18b0-2735-c7b2-29dac2fb771b/screen480x480.jpeg

http://a2.mzstatic.com/us/r30/Purple/v4/35/eb/f7/35ebf71b-18b0-2735-c7b2-29dac2fb771b/screen480x480.jpeg

Lack of context

Unclear call to action

Three Dangerous Trends

1. Irrelevant content

2. Lack of context

3. Unclear call to action

How do you or someone you know use a wearable device?

https://static0.fitbit.com/simple.b-cssdisabled-png.hd53c63eab7cc1316845e4b4084fbc504.pack?items=%2Fcontent%2Fassets%2Fchargehr%2Fimages%2Fapp-dashboard%2Fscreen%2Fweb_Next_Gen_Dash%402x.png

designing for internal users

292,760 252,120 286,320 735,090 Check in Checkout Encounter Claims

Insurance info Appointment type

Number of orders Documentation time

Co-pay Next appointment

ICD-10 Billing codes

What does a superior user experience look like?

Step 1: Frame the problem in human terms

Step 2: Turn the problem into an opportunity

Step 3: Brainstorm concepts & create insights

Step 4: Design, iterate, and socialize

designing for external users

Differences and similarities between internal and external users

Internal users External users

Differences and similarities between internal and external users

Internal users External users

access to internal resources

domain expertise

require support

product expertise

desire good UX!

Three Dangerous Trends

1. Irrelevant content

2. Lack of context

3. Unclear call to action

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Our Approach

✓ Focus on user needs ✓Create user-appropriate data insights ✓Enable efficiency

User needs

Method

What are the business needs?

Who are our users? What are user needs?

How is this concept valuable to users?

Do users understand the concept as it is

designed?

Can they use it? How do they use it?

Interviews and Surveys

Mid-level concept feedback

High-level concept feedback

Usability Testing

Explore and EvaluateIdentify the Problem

User-centered design process

Users

Average usersSuper users Supported users

Analytically-Savvy Analytically-Inexperienced

Not all user needs are the same

Insights

High-level Concept TestingIdentify relevant data based on user needs

High-level Concept TestingIdentify relevant data based on user needs

Mid-level Concept Testing

Mid-level Concept Testing

Efficiency

Avoid the trends!

Dangerous Trends

1. Irrelevant content 2. Lack of context 3. Unclear call to action

Solutions

1. Focus on user needs 2. Provide user-appropriate insights 3. Enable efficiency

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Questions?