The different stages of healthcare transformation and user-centred design

In part 1 of this two-part series, I discussed the importance of user-centred design in healthcare and the key components of its importance in delivering healthcare transformation.  

I also discussed the work we’re supporting Velindre with along its user-centred design journey to implement its Electronic Prescribing system (EPMA).  

In this blog, I’ll reflect on the different stages of healthcare transformation and how user-centred design helped Velindre deliver a successful electronic prescription transformation.  

Although every organisation’s transformation journey will be different, there are five key stages that, if properly followed and sequenced, will set transformation up to succeed. 

Stages of user-centred design: 

 1 – Research and discovery

We need to conduct user research to identify needs, problems, and behaviours. Getting this right is key to the success of implementing any new products or services.  

This was particularly important in the work we are doing with Velindre because of the broad demographic variances and large volumes of users. We managed to group users into 3 disciplines within Velindre that would use the EPMA system:  

• Medics 

• Pharmacists 

• and nurses.  

We also scoped five different scenarios. For each scenario, we mapped out the worst-case scenario imaginable and captured all nuances and anecdotal insight from day-to-day processes; this informed the Discovery part. Through these workshops, the user needs, problems, and behaviours became very apparent, and many cross-cutting themes were recognised.

 2 – Define and ideate

Define the problem and explore solutions based on insights.  

When we run workshops with Velindre, the sessions gave us great insight into the issues and helped us ideate and define the problem statement for each scenario. With a strong problem statement that was agreed upon and clear to all, it was easy to brainstorm and form solutions and key requirements for the EPMA system for users.

 3 – Design and prototype

Create initial designs and prototypes that can be tested with users.  

The next part of the process for Velindre would be to process the workshops’ outputs in their entirety and then work with their chosen supplier to design and prototype a solution. This would ensure that the solution covers all needs identified in stages 1 and 2 and is as encompassing as possible. 

 4 – Test and refine

Conduct usability testing to gather feedback and refine the design.  

For Velindre, this would be a vital stage in the transformation process. This should be an iterative process where a supplier implements an initial Minimum Viable Product (MVP) and then tests it. 

Following User Acceptance Testing (UAT) and Business Acceptance Testing (BAT) principles, Velindre will only be allowed to accept the EPMA system from the supplier once both user and business are satisfied that the EPMA solution meets their needs and is fit for purpose. 

 5 – Implement and evaluate

Finalise and implement the design, continuously evaluating it in real-world usage and feeding back and ensuring that the next iteration or release of the software includes patches from the supplier. 

This was a significant part of the work we did with Velindre. We wanted to make sure that the EPMA solution for Velindre can meet the evolving needs of its users and processes whilst ensuring that there are plans in place to help keep the solution properly maintained and secured. 

What we’ve learned. 

User-centred design helps ensure that the product is tailored to the users’ actual needs and preferences, but the adopting of this approach needs to happen early on so that it becomes a core focus in the delivery of the work. 

Adopting a user-centred approach is an excellent way of mitigating this risk. It is good practice to revisit each point regularly, as today’s landscape is ever-changing – and so the assumptions and landscapes also change.  

Helping Velindre with their EPMA journey has been a pleasure, and feedback from their teams has been positive. We share their feelings and experiences. It’s been inspiring for us to support this journey, as we can see first-hand how much this work will benefit the people of Wales.