CASE STUDIES & BLOG
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CASE STUDIES
Validating a Mobile Patient Monitoring Solution for HCPs
Industry
Healthcare
Method
Summative usability test
Duration
5 weeks
Background
A medical device manufacturer wanted to conduct a validation study to determine if the use of their mobile patient monitoring solution was safe and effective for the intended users in the intended use environment.
Our task was to evaluate if nurses and physicians of different specialties could operate the interface (desktop & mobile) to locate different parameters and to recognize malfunctions and notifications.
Approach
90-minute face-to-face sessions with n = 15 nurses and n = 15 physicians in a simulated hospital office use environment.
Participants were asked to perform different use scenarios with the software, including knowledge-based tasks.
Performance evaluation based on pre-defined acceptance criteria.
Root cause probing for any observed use difficulties.
Outcome
The mobile patient monitor system could be used safely and effectively by the intended users. Some remaining issues with notifications and alarms were discovered.
uintent delivered a summary report together with the data collection sheet, with recommendations to mitigate the existing risks from the issues encountered.
The writing of the HFE report remained with the client.
UX Training & Enabling for Volkswagen
Industry
Automotive
Method
Online courses, UX certification, Project support
Duration
24 months and running
Background
Volkswagen identified the need to instill a UX culture within the company. Our collaboration with Volkswagen aimed to develop tailored formats and strategies to nurture a UX mindset across the organization.
This transformative journey encompassed education, practical application and cultural change. Through this partnership, we sought to equip Volkswagen's employees with the tools and mindset required to integrate UX principles into their daily work
Approach
Volkswagen employees were trained using 60+ video clips (5 to 20 minutes) covering UX basics and the whole UCD cycle.
to validate the effectiveness of this training, a UX certification program was conducted. In this program participants actively engaged in a UX project and received comprehensive feedback from uintent throughout the entire process.
Outcome
The training program successfully achieved its goal of integrating UX into the company processes.
This was realized through a multifaceted approach including offering direct project support, combining training with practical project execution and others. The result is a workforce well-equipped to prioritize and implement UX principles, ensuring a culture of user-centric design and enhancing the overall UX.
Unlocking Potential: Maximizing Idle Time in Autonomous Cars
Industry
Automotive
Method
Co-creation workshop, Results workshop
Duration
1 month
Background
Vehicles parked inside the city often have no added value. An OEM wanted to find out for what services the inactive time could be used through remote control of different vehicle functions.
Our task was to identify current problems faced by people in a large city and to discuss additional use in parked autonomous vehicles during idle time.
Approach
uintent moderated N=6 co-creation workshops with potential users of autonomous vehicles (3 workshops in Germany (Hamburg) and 3 in China (Shanghai).
Outcome
Results from the six co-creation workshops were presented and discussed with the client in a results workshop.
The study resulted in numerous novel concepts for utilizing parked autonomous vehicles. Some of them would only benefit the vehicles owner, while other would also have benefits for third parties.
Reimagining In-Car Voice Assistants: A Global User Evaluation
Industry
Automotive
Method
Explorative Interviews
Duration
2 months
Background
Our automotive client had developed a concept for a novel interaction model for their in-car voice assistants.
Our task was to evaluate the new interaction model, and to learn more about which interactions users would appreciate. We were also tasked with determining differences between users from Germany and China.
Approach
Development of mock interactions and creation of visual stimuli.
1:1 explorative interviews (N=15 per country) in a simulated automotive environment.
Outcome
We discovered significant differences between the perception of the new interaction model in China and Germany.
In addition, we gathered several suggestions for improvement of the concept and also gained fundamental insight into specific user needs.
Software Excellence: Bridging the Gap Between Car OEMs & Dealerships
Industry
Automotive
Method
User Management / Panel
Duration
12 months
Background
A German automotive OEM sought to enhance the quality of its dealership software. Recognizing the challenge posed by a lack of compre-hensive understanding of internal dealership processes, developers faced difficulties optimizing the software.
Our task was the establishment and coordination of a dealership panel, along with managing research requests from developers and facilitating communication between developers and dealers.
Approach
The project called for a close collaboration between developers and users.
Therefore, we recruited a group of dealers who were willing to participate in long-term market research activities; and set up an exclusive, qualitative panel.
Outcome
Implementing a streamlined user research approach, developers efficiently engaged with dealerships through on-site UX tests and virtual discussions, minimizing recruitment efforts. The simplified initiation process, often started with an email, facilitated increased collabo-ration. This low-barrier strategy successfully integrated user research within the company, transforming the panel into a primary channel for addressing UX concerns and strategic decisions.
Service Conceptualization and Visualization in Healthcare
Industry
Healthcare
Method
Co-creation workshop, Focus Groups
Duration
1.5 months
Background
A medical device manufacturer had a rough idea of new product lines and corresponding services.
Our task was to support in defining the new concepts, visualizing them and presenting them to the target group as well as key stakeholders within the company.
Approach
We conducted a co-creation workshop with the client in a stimulating atmosphere out of the office context. During the full day workshop, a live scribbler sketched first ideas.
After that, our designers fully visualized the concepts to further evaluate them in focus groups with the target audience.
Outcome
The focus groups clearly showed strengths and weaknesses of the concept, which was then re-worked and re-evaluated with the target group. The results were used by our client to further refine the concept and discuss it with internal stakeholders.
Color Preference Study
Industry
Healthcare
Method
Usability test, Online survey
Duration
3 months
Background
Client is developing new growth hormone pen-injectors for weekly injections of Human Growth Hormone (HgH). The pen will be available in 3 different drug strengths – each represented by a colour. It should be easy to differentiate the 3 colours from each other and from other pens on the market in three different markets. (US, Germany & Japan)
Approach
F2F interviews at conference and online survey. The F2F interviews delivered possibility of in-depth exploration. The online survey delivered statistical data for three different countries. To make sure the correct colors were rated each participant of the online survey got a print of each pencolor send by snailmail as colors on the screen may differ depending on the screen.
Outcome
Clear suggestion which color should be used for which dose in which country. Furthermore the data gave insight about the preferences of colors for age, gender, country and the look and feel of the pen itself. The client had a clear recommendation which colors should be used.
Evaluating Safety & Usability: Validation of a Patient Supply Unit Interface for HCPs
Industry
Healthcare
Method
Summative usability test
Duration
2 months
Background
A medical device company required a validation study to determine if the use of a patient supply unit was safe and effective.
Our task was to determine if nurses and physicians can operate the height adjustment and mobility features of the unit, considering the interface modifications from the previous model. We also examined the capability of service technicians to execute specific maintenance tasks associated with the device.
Approach
N=20 face-to-face usability test sessions were conducted with the intended user groups - nurses, physicians and hospital technicians.
The interviews took place directly at the client’s premises due to the technical setup restrictions of the supply units.
Outcome
Participants successfully executed usage and maintenance tasks for the patient supply units.
Nonetheless, the study revealed new technical issues with the supply unit.
Subsequently, the manufacturer utilized the study findings to proactively address and resolve these identified issues.
Validating Safety & Effectiveness of a New Angiography System
Industry
Healthcare
Method
Summative usability test
Duration
4 months
Background
A medical device manufacturer was devel-oping a new angiography system, which included a hard- and software update of the previous version.
The study intended to demonstrate that critical use tasks could be performed safely and effectively by the intended users in the intended use environment.
Approach
A summative evaluation was carried out with n=15 intended users in a market research facility, on a partial angiography system.
Use tasks were assessed via simulated use, and warnings in the instruction manual were assessed via a comprehension assessment.
Outcome
Results for the simulated use tasks were categorized and a detailed root causes analysis was performed for non-successful tasks. A residual risk analysis was conducted.
Comprehension of the warnings was also assessed, results were categorized, and a root cause analysis was performed. The final HFE report was used for FDA submission.
Unifying HF Usability: Streamlining Processes Across Departments
Industry
Healthcare
Method
Consulting, IDIs, Co-creation workshop
Duration
1.5 years
Background
A large medical device manufacturer with 5 different departments, wanted to streamline its usability processes. Historically, the different departments had been developing their usability processes in silos. There was a need to have one usability process for all departments.
Our task was to help our client build one usability process for all departments, based on the feedback and needs of each department.
Approach
1. Phase: establish what the usability process looked like for each department via stakeholder interviews.
2. Phase: presentation of the findings, and several rounds of iteration workshops to refine the unified process for all departments.
3. Phase: assess whether the proposed approaches would be usable for all departments’ stakeholders, and ultimately the selection of the best approach.
Outcome
A final common usability process could be established, taking into account the requirements of all departments’ stakeholders and the guidelines and regulations (FDA/IEC).
The common usability process was tested successfully during a pilot project and the client decided to move forward and implement it across all departments.
Validating a Digital Biomarker App for Clinical Trials
Industry
Healthcare
Method
Formative usability test, Health app testing
Duration
3 months
Background
A pharmaceutical manufacturer was planning to use a smartphone app in a clinical trial. The app consisted of several tests to assess specific disease symptoms.
The data captured via the app would help assess changes of patients’ abilities and therefore potentially assess the effectiveness of the treatment.
To ensure usability of the app and if it would capture appropriate data , it had to be tested with patients prior to launch.
Approach
We recruited 20 patients diagnosed with different stages of a neurodegenerative disease.
During face-to-face interviews, patients were asked to use the smartphone app and its “games”.
For some sessions, alternative versions (e.g., with several difficulty levels, or different parameters) were tested to identify the best design and/or baseline settings.
Outcome
The research revealed several usability issues with the app. Additionally, we showed that some of the instructions were not understood by all participants and could be a source of confusion.
Based on these results, uintent provided recommendations for the manufacturer to address before the app’s launch in the clinical trial.
Impact of New Mapping Feature on Driver Safety
Industry
Software UX
Method
In-car usability test, Eye tracking
Duration
2 months
Background
A web mapping platform company developed a new feature and wanted to investigate its possible effect on driver safety in a real-life setting to inform the decision for launch in the European market.
Our task was to collect, analyze and visualize data linked to driver distraction.
Approach
We conducted an in-vehicle usability test.
Kinematic data, GPS infor-mation, eye-movement and focus ofdrivers, traffic information, driver’s behavior and subjective feedback were collected.
The data underwent rigorous statistical analysis and was presented to the client in a visually engaging format.
Outcome
The results were discussed with the client in an iterative process and ultimately presented to the relevant stakeholders.
The behavioral data allowed the client to improve the design of the new feature, and the feature could eventually be launched successfully in the European market.
Designing a Digital Microscope & Software
Industry
Software UX
Method
Usability test, Expert review, Contextual inquiries, Competitor product comparison
Duration
18 months
Background
A German microscope manufacturer wanted to design their first digital microscope. This should for the first time include a user friendly software. Furthermore the microscope should be able to used in different situations and environments (lab, production, medical etc.) as well as from different user groups from beginner to experts.
Approach
We conducted over 50 interviews worldwide with different groups of users to define the requirements for the new hardware and software. This included user from NASA as well as employees from car engine manufacturers in the QA department. After the research phase we consulted the client during all prototype phases and conducted tests with each prototype.
Outcome
The outcome was a mid size digital microscope which earned a lot of attention on the market as of the ease of use of the software and hardware.
Ethnography-based Design for Aircraft Manufacturing Plant
Industry
Industry 4.0
Method
Contextual inquiries, Shadowing, Consulting
Duration
3 weeks
Background
An aircraft manufacturing plant aimed to digitize its paper-based processes and communication across diverse departments. Our task was to understand workflows, pinpoint pain points and needs, and map tools and key contacts to create a foundation for a unified, digitized system aligned with 'Industry 4.0' standards.
Approach
Our team conducted an in-depth, ethnographic study inside the plant to understand the existing workflows.
We shadowed employees during their daily tasks, attended meetings, and asked contextual questions -also in informal contexts - to gather information for a comprehensive requirements analysis.
Outcome
The insights gathered formed the foundation for a detailed requirements analysis of a digital work tool to ensure that parts manufacturing and communication would be streamlined, reducing the risk of errors, misplaced parts, and inefficiencies. The project laid the groundwork for a digitized system that improved the communication flow between departments, contributing to the plant's overall operational efficiency.
Embedded Consulting for Global Insurance UI Streamlining
Industry
Software UX
Method
Co-creation workshop, IDIs, Consulting, Online survey
Duration
3.5 years
Background
A global insurance company sought to streamline their internal UI across all OEs and improve client-facing software solutions.
Our task was to integrate our UX expertise into the client’s team and support their research and design efforts. We aimed to refine internal UX processes, manage global research initiatives, and provide strategic guidance.
Approach
Two senior consultants were embedded within the client’s product team, taking on the roles of UX Lead and Researcher.
We employed a wide range of methods tailored to information needs.
We supported the integration of UX practices and findings into the organization and helped drive key design decisions based on these insights.
Outcome
The research findings were presented and discussed in result workshops, where key design decisions were derived, discussed and prioritized.
Continuous collaboration and integration into the organization's structure ensured that the consultants remained aligned with the company’s goals and internal knowledge throughout.
UX Strategy Design for Claim Handling Software
Industry
Software UX
Method
Consulting, UX Strategy Workshop, IDIs, Desk research
Duration
3 months
Background
A global insurance company aimed to enhance the internal and client-facing UX for their claims handling process.
Our task was to provide UX expertise and guide the project from its initial exploratory phase through to the final product design.
Approach
We conducted desk research, analyzing state-of-the-art processes across various industries.
We facilitated a UX strategy workshop with key stakeholders to design a claims handling manager.
Different aspects of the designed UI were tested globally with internal employees and external clients, using a variety of research methods.
Outcome
The results from all research phases were presented and discussed with designers, product owners, and business leads.
This comprehensive study enabled informed design decisions, leading to the development of a state-of-the-art claims manager that served the needs of employees (claims handlers), contractors, and clients alike.
Unifying HF Usability: Streamlining Processes Inside Departments
Industry
Healthcare
Method
Consulting, IDIs, Co-creation workshop
Duration
1.5 Years
Background
A large medical systems manufacturer with 5 different departments, all following different usability processes, wanted to streamline its usability processes. Historically, the different departments had been developing their usability processes in silos. Our task was to help our client build one usability process for all departments, based on the feedback and needs of each department.
Approach
We interviewed different types of stakeholders (UX/usability engineers, risk managers, developers, managers, etc.) to map out each departments' usability processes.
Afterwards, we facilitated several rounds of iteration workshops with stakeholders to refine early designs of a unified process for all departments and select the best approach.
Outcome
A final common usability process could be established, taking into account the requirements of all departments' stakeholders and the guidelines and regulations (FDA/IEC)
The common usability process was tested successfully during a pilot roject and the client decided to move forward and implement it across all departments.
Addressing Usability Challenges in Therapeutic Technology: ichó Therapy Ball
Industry
Healthcare
Method
Contextual Inquiries
Duration
3 weeks
Background
The ichó therapy ball is designed for people with neurological conditions, e.g. dementia. Through interactive games, ichó offers a wide range of therapeutic support. Caregivers can control the games by remote control and patients can actively interact with the ball.
The team wanted to gain insights into the onboarding & setup process of ichó as well as the interaction with the new app to address problems early in the process.
Approach
To observe the setup process and app interaction in real-world we visited intended users at home (private household) or at their workplace (nurses in elderly homes)
Additionally, we conductedn=6 lab-based interviews
Participants were provided with the ichó, incl. Instructionsand asked to setup theball how they would usuallydo it.
Outcome
We found multiple areas for improvement with the instruction material and app interface., e.g.
Instructions should be available in paper and digital format.
The symbols on the remote control were sometimes confusing
A trial period for the ball was found to be extremely helpful
Users should be able create their own game collections
The app should provide clear recommendations on game selection.
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