A bolt for transparency

A few weeks ago, the Hub team along with Dr. Larry Rammuno, Cathy Pulford, Deb McDonough, Sheliah Roy, Dan Goldberg, Shannon Morris, and Amy Rutkowske sat down to try and answer the question of “How might we present quality data on the web?”  This project aimed to reflect the need to help patients feel like they both understand the information presented to them and feel able to make decisions based on this information.  They set forth a daring schedule aimed at going all the way from empathy to a few prototype ideas...in 3 hours. 

Divide and Conquer

The team divided up into groups of three to interview current and former patients, and community members.  We began those interviews hoping to find out a few things: What information is important to patients? How can it best be presented for a wide audience? How does this information affect their decisions (if at all)?  What qualitative information is the most useful?

“For me its all about trust, I ask trusted friends who the best doctors are.” -Patient

After our patient interviews, the team reassembled to share what we had heard.  We brought together examples, ideas, and sentiments that had been shared by the different patients, and we all had found some insight that we felt strongly about.  We also got feedback from them about different ways of presenting information and data, trying to define how much information would useful without being overwhelming. It was interesting to see how the addition or subtraction of one data point could change their entire reaction. 

The Situation Room

Using this new information we came to focus on certain design principles on which we would base any of our ideas and prototypes.  After voting, we decided that trust, warmth, context, and integrity would be the four design principles that we'd try to capture in anything that we create.  And so, we set forth to brainstorm!  Presentation of testimonials, what graphs should look like, how to provide context, how to present information, and how to show the warmth and care existing at Sibley while presenting this information were just a few of the many things discussed in the short, 20-minute span.  We elected to pursue two different prototypes—both of which involved a video component along with the simultaneous presentation of data.  The first idea fell along the lines of a two-columned webpage with one column containing individual videos of doctors, nurses, staff, and patients answering to the general question of “Why I choose Sibley?” and the second column providing the corresponding data to match what is being said in the interviews.  The second idea was to provide a walking video tour inspired by the Cleveland Clinic’s empathy videos.  The walking tour would include “pop-up statistics” that were relevant to the location in the hospital or to the topic that the tour guide would be talking about. 

Carrying out our missions

With our project carrying into the afternoon (sometimes we just get on a roll), we again broke up into teams to build quick models of these two prototypes.  Unscripted and in one take, one team went to the floors to get quick clips of people answering the “Why I choose Sibley?” question and the other team did a short walking tour of the hospital with a personal tour guide.  Both sets of videos were great mini-prototypes for our visions, and when we showed them to one another, we felt like we had tangible examples to be shown to patients for feedback and to get these final ideas across to any audience.

What’s next?

Using our prototypes, we are creating wireframes of what the website may look like with the videos and data.  Building these more polished mock-ups will give us a very real and concrete visual to get feedback on from both the patients we interviewed and anyone else interested in sharing their thoughts. 

We have to give special thanks to our team for spending time with us all morning, and to the patients that came in to share their ideas!  One of the best parts of this bolt was that everyone walked away with one insight or “aha!” moment that they then shared with the group. It symbolized how meaningful this could be to patients and that there is a significant opportunity to present this data beyond making it easily presentable—an opportunity to be transparent about the warm human touch that Sibley provides at the same time.