The UX of A&E
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The document discusses the user experience in accident and emergency (A&E) settings from a patient's perspective. It highlights key issues such as information asymmetry, waiting times, and the importance of effective communication in healthcare. The author emphasizes that patients are not at their best during emergencies and suggests improvements for better care delivery.
The UX of A&E
- 1. The UX of A&E @gabrielsmy 17 June 2013
- 2. Patients don’t want to be in hospital
- 4. No one likes to be patronised
- 8. #hungry
- 9. Patients are not people at their best
- 10. #emergency
- 12. ~Intermission~
- 13. What’s the best treatment for thirsty?
- 15. Telling a story 8 times is tedious
- 16. Hello
- 17. Goodbye
- 18. Pain can be done brilliantly
Editor's Notes
- #3: I was grateful to be treated – but would rather have been healthy and at home
- #4: People might want to hang out on Facebook, but most other websites people want to get out of asap.
- #5: Information asymmetry – having to trust someone else because you don’t understand the work involved
- #6: We don’t know if those suspiciously good reviews are posted by the staff. We don’t know how many more recipes there are on the site.
- #7: Overcome information asymmetry – by giving more information about claims, or by showing everything
- #8: “The maximum you can be here is 4 hours – so you’ll be here 4 hours”
- #9: Don’t make people wait. Especially when they’re dieting.
- #10: Neither are website users.
- #11: People are trying to find information, in less than optimal circumstances.
- #12: When you’re actually cooking, which recipe will be easiest to follow?
- #14: The big, obvious needs aren’t the only ones that users care about.
- #15: We pay for this in the price. It’s a small item compared to the product itself. But it’s full of win.
- #16: Why is the process not more joined up across agencies?
- #17: Website users have already started their conversation with the Internet. What part do you play? Could you answer their question without them even visiting your site?
- #18: Or make a task, even one is secondary to your business goal, easy and delightful to accomplish?
- #19: Compare belly injection styles. Ouch.
- #20: Verified by Visa is bad pain. Checking accounts and paying bills via Barclays app is pain done well.
- #21: I’m fine now, btw.