ABSTRACT
The term 'patient experience' is currently part of a global discourse on ways to improve healthcare. This study empirically explores what patient experience is in cardiac remote monitoring and considers the implications for user experience (UX). Through interviews around the deployment of a mobile app that enables patients to collaborate with clinicians, we unpack experiences in six themes and present narratives of patients' lifeworlds. We find that patients' emotions are grounded in negative feelings (uncertainty, anxiety, loss of hope) and that positive experiences (relief, reassurance, safety) arise from getting feedback on symptoms and from continuous and comforting interaction with clinicians. With this paper, we aim to sensitise UX researchers and designers of patient-centred e-health by proposing three UX dimensions: connectedness, comprehension, and compassion.
- Faraz Ahmed, Jenni Burt, and Martin Roland. 2014. Measuring Patient Experience: Concepts and Methods. The Patient - Patient-Centered Outcomes Research 7, 3: 235--241.Google ScholarCross Ref
- Tariq O Andersen, Jørgen P Bansler, Finn Kensing, and Jonas Moll. 2017. From Prototype to Product: Making Participatory Design of mHealth Commercially Viable. In Participatory Design Health Information Technology, Anne Marie Kanstrup, Ann Bygholm, Pernille Bertelsen and Christian Nøhr (eds.). IOS Press, 95--112.Google Scholar
- Tariq O Andersen, Pernille Bjørn, Finn Kensing, and Jonas Moll. 2011. Designing for collaborative interpretation in telemonitoring: Re-introducing patients as diagnostic agents. International Journal of Medical Informatics 80, 8: e112--e126.Google ScholarCross Ref
- Javier A Bargas-Avila and Kasper Hornbæk. 2011. Old wine in new bottles or novel challenges: a critical analysis of empirical studies of user experience. In Proc of the SIGCHI Conference on Human Factors in Computing Systems (CHI '11), 2689--2698. Google ScholarDigital Library
- Katja Battarbee and Ilpo Koskinen. 2005. Co-experience: user experience as interaction. CoDesign 1, 1: 5--18.Google ScholarCross Ref
- Arthur P Bochner and Nicholas A Riggs. 2014. Practicing narrative inquiry. In The Oxford Handbook of Qualitative Research.Google Scholar
- Svend Brinkmann. 2012. Videnskabelige metoder og patientperspektivet. In Patientperspektivet, (eds,) Bente Martinsen, Annelise Norlyk, Pia Dreyer and Anne Sofie Steens (eds.). Munksgaard, 49--66.Google Scholar
- Yunan Chen, Charlotte Tang, Victoria Doung, Victor Ngo, Yang Huang, and John E Mattison. 2017. "I don't bother with the phone!": Feeling Closer to Physician using Secure Messaging. In Proc of the Hawaii International Conference on System Sciences (HICSS '17)Google ScholarCross Ref
- Chia-Fang Chung, Kristin Dew, Allison Cole, et al. 2016. Boundary Negotiating Artifacts in Personal Informatics: Patient-Provider Collaboration with Patient-Generated Data. 770--786. In Proc of the ACM Conference on Computer-Supported Cooperative Work & Social Computing (CSCW '16), 770--786. Google ScholarDigital Library
- Cathal Doyle, Laura Lennox, and Derek Bell. 2013. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open 3, 1--18: e001570.Google ScholarCross Ref
- Stephen W Draper. 1999. Analysing fun as a candidate software requirement. Personal Technologies 3, 3: 117--122.Google ScholarCross Ref
- Pia Dreyer. 2014. Fortællingen. In Patientologi at vœre patient, Anne-Mette Graubæk (ed.). 91--106.Google Scholar
- Geraldine Fitzpatrick and Gunnar Ellingsen. 2012. A Review of 25 Years of CSCW Research in Healthcare: Contributions, Challenges and Future Agendas. Computer Supported Cooperative Work (CSCW) 22, 4--6: 609--665. Google ScholarDigital Library
- Jodi Forlizzi and Katja Battarbee. 2004. Understanding experience in interactive systems. In Proc of the Conference on Designing Interactive Systems (DIS '04), 261--268. Google ScholarDigital Library
- Jodi Forlizzi and Shannon Ford. 2000. The building blocks of experience: an early framework for interaction designers. In Proc of the Conference on Designing Interactive Systems (DIS '00), 419--423. Google ScholarDigital Library
- Bill Gaver and Heather Martin. 2000. Alternatives: exploring information appliances through conceptual design proposals. In Proc of the SIGCHI Conference on Human Factors in Computing Systems (CHI '00), 209--216. Google ScholarDigital Library
- Erik Grönvall and Nervo Verdezoto. 2013. Beyond self-monitoring: understanding non-functional aspects of home-based healthcare technology. In Proc of the ACM International Conference on Pervasive and Ubiquitous Computing (UbiComp '13), 587--596. Google ScholarDigital Library
- Marc Hassenzahl and Noam Tractinsky. 2011. User experience - a research agenda. Behaviour & Information Technology 25, 2: 91--97.Google ScholarCross Ref
- Maia L Jacobs, James Clawson, and Elizabeth D Mynatt. 2015. Comparing Health Information Sharing Preferences of Cancer Patients, Doctors, and Navigators. In Proc of the ACM Conference on Computer-Supported Cooperative Work & Social Computing (CSCW '15), 808--818. Google ScholarDigital Library
- Anne Marie Kanstrup, Ann Bygholm, Pernille S Bertelsen, and Christian Nøhr. 2017. Participatory Design & Health Information Technology. IOS Press.Google Scholar
- Elizabeth Kaziunas, Mark S Ackerman, Silvia Lindtner, and Joyce M Lee. 2017. Caring through Data: Attending to the Social and Emotional Experiences of Health Datafication. In Proc of the ACM Conference on Computer-Supported Cooperative Work & Social Computing (CSCW 17'), 2260--2272. Google ScholarDigital Library
- Nadia R Llanwarne, Gary A Abel, Marc N Elliott, et al. 2013. Relationship between clinical quality and patient experience: analysis of data from the english quality and outcomes framework and the National GP Patient Survey. The Annals of Family Medicine 11, 5:Google ScholarCross Ref
- Lena Mamykina, Andrew D Miller, Elizabeth D Mynatt, and Daniel Greenblatt. 2010. Constructing identities through storytelling in diabetes management. In Proc of the SIGCHI Conference on Human Factors in Computing Systems (CHI '10), 1203--1212. Google ScholarDigital Library
- Matthew P Manary, William Boulding, Richard Staelin, and Seth W Glickman. 2013. The Patient Experience and Health Outcomes. New England Journal of Medicine 368, 3: 201--203.Google ScholarCross Ref
- Elisa D Mekler and Kasper Hornbæk. 2016. Momentary Pleasure or Lasting Meaning?: Distinguishing Eudaimonic and Hedonic User Experiences. In Proc of the Conference on Human Factors in Computeruting Systems (CHI '16), 4509--4520. Google ScholarDigital Library
- Francisco Nunes and G Fitzpatrick. 2015. Self-care technologies and collaboration. International Journal of Human-Computer Interaction 31, 12: 869--881.Google ScholarCross Ref
- Francisco Nunes, Nervo Verdezoto, Geraldine Fitzpatrick, Morten Kyng, Erik Grönvall, and Cristiano Storni. 2015. Self-Care Technologies in HCI: Trends, Tensions, and Opportunities. ACM Transactions on Computer-Human Interaction 22, 6: 33--45. Google ScholarDigital Library
- Donald E Polkinghorne. 1996. Narrative configuration in qualitative analysis. International Journal of Qualitative Studies in Education 8, 1: 5--23.Google ScholarCross Ref
- Jeannette Pols and Ingunn Moser. 2009. Cold technologies versus warm care? On affective and social relations with and through care technologies. ALTER - European Journal of Disability Research / Revue Européenne de Recherche sur le Handicap 3, 2: 159--178.Google Scholar
- Jeannette Pols. 2013. Knowing Patients: Turning Patient Knowledge into Science. Science, technology & human values 39, 1: 73--97.Google Scholar
- Suzanne Shale. 2013. Patient experience as an indicator of clinical quality in emergency care. Clinical Governance: An International Journal 18, 4: 285--292.Google ScholarCross Ref
- Mikael B Skov, Pauline G Johansen, Charlotte S Skov, and Astrid Lauberg. 2015. No News is Good News: Remote Monitoring of Implantable Cardioverter-Defibrillator Patients. In Proc of the Conference on Human Factors in Computing Systems (CHI '15), 827--836. Google ScholarDigital Library
- Cristiano Storni. 2013. Patients' lay expertise in chronic self-care: a case study in type 1 diabetes. Health Expectations 18, 5: 1439--1450.Google ScholarCross Ref
- Jason A Wolf, Victoria Niederhauser, Dianne Marshburn, and Sherri L LaVela. 2014. Defining patient experience. Patient experience journal 1, 1: 7--19.Google Scholar
- Understanding patient experience: a deployment study in cardiac remote monitoring
Recommendations
The experience of interactive storytelling: comparing “fahrenheit” with “façade”
ICEC'11: Proceedings of the 10th international conference on Entertainment ComputingAt the intersection of multimedia, artificial intelligence, and gaming technology, new visions of future entertainment media arise that approximate the “Holodeck” ® idea of interactive storytelling. We report exploratory experiments on the user ...
A map of the television experience
UXTV '08: Proceedings of the 1st international conference on Designing interactive user experiences for TV and videoThis paper presents an analysis of the experience of television based on a definition of experience as 'understanding situated in time'. Citing Heidegger's phenomenological investigations of everyday experiences, as well as tenets from Distributed ...
Aligning Concerns in Telecare: Three Concepts to Guide the Design of Patient-Centred E-Health
The design of patient-centred e-health services embodies an inherent tension between the concerns of clinicians and those of patients. Clinicians' concerns are related to professional issues to do with diagnosing and curing disease in accordance with ...
Comments