User Experience Measurement Framework

“I have been struck again and again by how important measurement is to improving the human condition.”  -Bill Gates

Background

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Many digital health tools suffer from a less than ideal user experience (UX) and can even create adverse “side effects.” We know that, for patients, user experience effects engagement and engagement effects outcomes. We also know that clinician burnout is at an epidemic proportion and a big contributor is their experience of digital tools including EHR systems.  The NODE.Health UX Measurement Framework is aimed at enabling those building and evaluating digital health tools to measure the user experience in order to improve experiences for clinicians and patients and in doing so help drive better outcomes. 

What is it?

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The framework consists of 8 principles under which sit 41 measures and a scoring system. The principles are: 

Who is it for and how is it used?

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The framework is for:

  • Health Systems – to evaluate potential solutions or improve existing patient or clinician experiences 
  • Startups/Product Companies – measure and improve the UX of your product over time

Here’s how to use the framework:

  • Download the worksheet
  • Remove non-applicable measures 
  • Adjust weightings as desired
  • Collect qualitative scores from reviewers (ideally at least 2)
  • Fill out binary and quantitative scores
  • Review output with team 
  • For ongoing product management decide what to address or add to roadmap and re-score after a period of time (ideally once per quarter)

Use this form for questions or to provide comments, ideas on this initiative or to provide resources that could be standardized across the industry

Contributors

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  • Amy Cueva, Chief Experience Officer @ Mad*Pow
  • Jay Erickson, Partner, Chief Innovation Officer @ Modus
  • Tom Foley, VP of Digital Experience @ Modus
  • Rishi Kumar MD, MBA, Hospitalist @ Johns Hopkins Sibley Innovation Hub
  • Sarah MacArthur, MD, Director of Digital Health Innovation, Hospitalist @ NYU Langone
  • Michael McShea, Health System Innovation Lead @ Johns Hopkins University APL
  • Jonathan Shariat, Sr. Product Designer @ Project Rōnin and author of Tragic Design
  • Yauheni Solad MD, Medical Director, Digital Health @ Yale New Haven Health
  • Daniel Stein, MD, PhD, Associate Chief Health Informatics Officer @ MSK