UXPA Boston Conference 2022

Ambulatory Surgery Centers (ASCs) are a rapidly growing segment of the US healthcare ecosystem, enabling providers to perform same-day outpatient procedures in a safe and cost-effective environment outside the hospital setting. In 2018, ~5700 ASCs performed 23 million outpatient procedures and generated $35 billion in revenue. However, Electronic Health Records (EHRs) are clunky and ill-suited to the needs of these centers, causing many ASCs to turn to paper charts scanned into the EHR.

In 2021, a Product Lead and UX Lead were tasked to define a purpose-built ASC solution that enabled our clients to document surgical cases within the ASC, seamlessly sharing information between the patient’s surgical chart and their clinic chart. Through collaborative site visits, service blueprinting, and interviews, we:

• arrived at a clear human-centered vision and roadmap for the product
• coordinated across functions to align on strategy, scope, and resourcing
• prioritized and validated a list of near- and longer-term requirements
• built and socialized an investment case for resources

In this presentation, we will share the process we went through to arrive at a successful, human-centered product vision and roadmap. We will also share lessons learned, such as:

• How do you build and maintain effective, impactful partnerships between UX and Product while crafting strategy?
• How do you convey findings that engage an audience that ranges from C-level executives to sales professionals to scrum teams?
• How do you maintain a human-centered lens while discussing product tradeoffs and prioritizing investment?
• How do you stay in touch with the higher-level strategy while empowering the teams who have to take on the work to own the problem space?

Expect to leave the presentation with a few new tricks up your sleeve, some interesting lessons on stakeholder management, and a bit more information about surgery coordination than you thought you’d ever need.

AI-enabled systems that are responsible and human-centered will be powerful partners to humans in the very near future. UX research (UXR) is necessary to create systems that people are willing to be responsible for. This talk describes the UXR skills and methods that are needed for proper data identification and preparation, bias identification, prevention of harm, human-machine interaction design and prototyping, and the critical oversight activities needed for dynamic AI systems to continue to be effective.

These UXR skills and methods support creation of AI-enabled systems that responsibly augment human abilities. AI-enabled systems that provide appropriate evidence of system capabilities and integrity will support calibrated trust (an individual’s balanced view of the risks and rewards of collaboration), and UXR informs what is appropriate in each context, how the AI system will augment the experience, and how the dynamic nature of the experience will be managed. This session will introduce each of these complex topics and provide references for further exploration of these exciting issues.

UX principles can be applied to solve any business problem! In this talk, we will walk you through how we approach any problem from a behavior design lens. A behavior design focus means going beyond the traditional double diamond model. It means truly engaging your clients and their customers – identifying systemic thinking, ways of working, any cognitive bias, and things that have worked well (or not) in the past.

Once we understand how best to engage our clients, we do stakeholder and behavior mapping, and customize our approach accordingly, ultimately helping us reach the desired UX outcomes.

We will walk you through a case study where we created a new brand identity for a multi-billion-dollar technology company using behavior design principles to craft a unique UX approach. We coupled that with the art of brand design and the science of neuroscience-based testing to create a winning brand.

This case study around branding is an area typically not approached with UX and behavior design. Through it, we’ll show you how to identify biases and apply behavior design principles, using design and neuroscience-based testing – an approach you can apply to any business challenge you may face.

Odds are, you’ve never walked out of a movie theater and thought to yourself, “that was some great content.”
But in our professional lives, we refer to everything as “content.” Articles, videos, designs, user flows, podcasts, you name it. The UX world, in particular, has an unhealthy relationship with the idea of content. We’ve moved away from helpful and engaging and started writing like we have quotas to fill. It’s time for a more critical approach to writing, editing, and determining what content we put in front of our users. This isn't a job for content strategists alone.

Agile squads and UX teams can start adopting new methods of democratizing the content creation process. Despite the aversion so many UXers have to the thought of writing, we should think about content as so much more than the written word. How we construct user flows and digital experiences gives us ample opportunity for better, more human content.

Is there space for creative, spirited content in a world of extreme competition and limited focus? If there is, it's the responsibility of designers, writers, and researchers to find it.

In this talk, Lou will examine the disconnect between UX content and consumer expectations. Filled with survey data, interviews, and case studies, this presentation will be a must for UX professionals.

Learn how to navigate the transition from senior individual contributor to management and leadership by developing an individual platform of leadership that will help you to set your priorities and make difficult decisions.
 

A common issue in software product organizations is that user researchers report findings and recommendations, but many are not implemented. Why is that? Two main reasons are that the recommendations may not be consistent with business goals or technology or resourcing constraints. Another reason is that the product team may not understand the potential business impact of the recommendations.

To overcome this, we researchers need to become better influencers. We need to ensure that we do the right research, at the right time, and collaborate with product managers to jointly identify product recommendations that impact business metrics. In other words, we need to become leaders in our organization, advocating for how a smooth user experience can improve our business’ bottom line.

This isn’t only the job of the Research Director or the VP of User Experience. Researchers and designers at all levels are involved in cross-functional team discussions and have opportunities to influence the product direction. So, how do we do so?

This talk will cover several steps to increase your personal influence regarding product decisions, regardless of your job level. We will cover key topics including:

• Establishing effective working relationships
• Improving communication about research throughout the organization
• Understanding the relationship between user experience and product strategy
• Shifting research activities to be more strategic

As accessibility has become more visible, important, and part of more UX development processes and organizations, the most common ways and methods used to ‘sell’ and implement accessibility practices and an accessibility-centric culture have failed in most organizations.

Our goal is to examine the common pitfalls, traps, and failures and give suggestions on how to make accessibility part of your organization’s ‘DNA’ on a long-term, continuous, and repeatable basis.