UX research reveals common concerns from HCPs about telehealth technology

UX research reveals common concerns from HCPs about telehealth technology



Our research has shown a trend in healthcare provider feedback regarding mHealth alerts and features. While generally positive about the concept, liability is top of mind with this user group and common questions were raised during testing.

HCPs and Telehealth

Part 1 ∙ UX research reveals common concerns from HCPs about telehealth technology

By Chris Goesel, RN and Kamila Lada

Pharmaceutical manufacturers and health IT developers are looking for ways to incorporate features into products that increase and improve communication channels between healthcare providers (HCPs), patients, and the patient care team. The goal is to facilitate quicker access to patient data and allow the care team to communicate remotely.

Advancements in technology have undeniably changed the way HCPs communicate with each other and the way they care for patients. While these changes may be viewed as positive by some, it is not the case for everyone. In the minds of HCPs, how does connectivity (and telehealth) improve the way they care for patients and collaborate with colleagues? What issues are solved vs. created? What problems are HCPs still seeking to solve in relation to the multitude of issues they face on a regular basis?

While conducting user experience (UX) research on mobile health (mHealth) applications, we noticed a trend in HCP feedback regarding the concept of alerts and telehealth that is not always positive and potentially indicative of a gap between user need and product design.

Why HCPs like the growing connectivity with their patients

During some recent UX research, HCPs said connectivity was a useful aide when it came to patient care. The ability to instantly obtain critical clinical information allowed them to diagnose and treat patients in a timelier manner, especially when on the go.

Further, patients may have various physicians (e.g., PCPs, specialists, etc.) assigned to their case and it is necessary for HCPs to communicate and discuss clinical findings with consulting doctors. The option to share specific findings across HCPs allows for immediate collaborative feedback resulting in better quality care.

However, while the idea of connectivity has its advantages, we also found HCPs raised some red flags about the technology.

Telehealth and alerts deemed problematic for some HCPs

Healthcare professionals are faced with many issues daily; patient safety, HIPAA compliance, and liability are top of mind. The idea of being accessible and having patient data and clinical information at their fingertips around the clock causes some HCPs to consider the potential downside of connectivity. Who is liable for responding to critical parameters when multiple HCPs have access to patient data at the same time? What if time-sensitive clinical information is missed when received as a mobile app notification? What if HCPs are overheard while dictating pertinent patient information to a mobile app? What if the wrong information is entered or shared such as medication dose, patient name, diagnoses, or test results? The idea of 24-hour accessibility made HCPs contemplate the potential shift in expectations for how they provide care to their patients.

The challenge for product designers is to keep these pros and cons in mind while creating a productive and safe environment for telehealth. Ultimately, doctors want to be doctors. They are in the profession to do no harm and engage in face to face with patients to improve their lives. The products designed to increase connectivity and make 24-hour anywhere care available to everyone should not be designed without the input from this user group who bring forward concerns and needs.

Our next blog in this series will dive a little deeper into liability and telehealth and its impact on the UX design of these applications. Stay tuned!

Bold Insight’s Gavin Lew to highlight medical devices and human factors at Intellus Worldwide Summit

Bold Insight’s Gavin Lew to highlight medical devices and human factors at Intellus Worldwide Summit

*Gavin Lew, Managing Director of Bold Insight, will present at the 2019 Intellus Worldwide Summit Insights Evolution in Philadelphia, Pennsylvania on May 20, 2019. In his talk, Medical Devices & the Human Factors of Health, Lew will describe the regulatory environment for new product development involving medical device delivery. He will also detail how human factors research can be applied to advance product design and improve success.

“Because regulatory agencies, such as the FDA, now require human factors research on the design of a medical device to ensure safe and effective use, there is an opportunity for market research to support this effort during the early exploratory phase of a product lifecycle,” commented Lew.

With a deep expertise in medical device research, the Bold Insight team frequently presents at healthcare-related events and contributes to industry standards. Read our latest health news.

Connect with Gavin on Linked In and Twitter.


About Intellus Worldwide

Formed in 2018, Intellus Worldwide unified renowned industry associations The Pharmaceutical Business Intelligence and Research Group (PBIRG) and Pharmaceutical Marketing Research Group (PMRG) bringing together healthcare insights professionals and global pharmaceutical and medical device manufacturers and service providers. For more information about the event, visit https://www.intellus.org/Events-Webinars/Summit-2019


About Bold Insight

Bold Insight is user experience (UX) research agency based in Chicago. The team offers clients the expertise and professionalism of a large agency, with the imagination and agility of a startup. This dynamic offering results in responsiveness, sense of pride and ownership, and flexibility to exceed project expectations. Find out more at y9qch.hosts.cx or email hello@y9qch.hosts.cx to discuss your next project. *


Bold Insight awarded ISO 9001:2015 certification

Bold Insight awarded ISO 9001:2015 certification

Bold Insight, a user experience (UX) and human factors (HF) research agency, is proud to be awarded ISO 9001:2015 certification from NSF-ISR. Achieving certification is a demanding process that includes a rigorous audit to demonstrate Bold Insight’s conformance to quality assurance and information security standards, as well as, controlled processes that ensure excellence in the training and development of its researchers, participant recruitment, vendor management, and development and execution of research protocols. This globally-recognized certification represents Bold Insight’s commitment to quality and, ultimately, its customers.

“A certified quality system is the framework for ensuring excellence in service delivery for our customers,” said Bold Insight’s Quality Manager, Andrew Zawisza. “Operational excellence is necessary to achieve this certification and requires commitment from the entire organization. The Bold Insight team was eager to support this initiative. I’ve never seen a company achieve this so quickly, and with no identified nonconformances.”

Being ISO 9001:2015 certified is especially important when working in the medical device human factors space, and when working with large enterprises that have robust vendor management processes in place. These organizations find it easier to work with ISO-certified partners because the certification demonstrates a commitment to continuous improvement in the delivery of services for which they are seeking partnership.

Bold Insight Managing Director, Korey Johnson, added, “With the amount of research that we conduct in the medical device UX and HF space, it was never a question that we would obtain ISO 9001:2015 certification. Our investment in Bold Insight’s quality system is a demonstration to our customers of our commitment to provide them with the best possible experience when working with us as their research vendor. We are thrilled with how efficiently Andrew developed and implemented our quality system and look forward to using it to ensure we are constantly improving the services we provide for our customers.”

For more information about Bold Insight’s certification, reach out to hello@boldinsight.com.


Manufacturers, regulators and consumers look to NSF International for the development of public health standards and certification programs that help protect the world’s food, water, consumer products and environment. Our mission is to protect and improve global human health. As an independent, accredited organization, our standards group facilitates the development of standards, and our service groups test and certify products and systems. We also provide auditing and risk management solutions for public health and the environment. Visit http://www.nsf.org for more information.

Bold Insight awarded Best Human Factors Research Agency of 2018

Bold Insight awarded Best Human Factors Research Agency of 2018

Bold Insight is proud to be recognized by the Global Business Insight Awards as the Best Human Factors Research Agency of 2018. The Global Business Insight Awards celebrate business leadership and innovation across a wide range of sectors. Bold Insight was selected via a rigorous year-round voting process utilizing various digital channels.

“We are extremely happy to be recognized as the Best Human Factors Research Agency of 2018,” said Bold Insight Managing Director Korey Johnson. He continued, “It is validation that the investment we’ve made in our team of highly skilled researchers over the better part of the past two decades has been noticed by our clients and the industry at large. We are not the best because we have one or two high-profile team members. We are the best because we have dedicated so much effort to our training and mentorship programs, and as a result, can ensure that the service we provide for our clients is of uncompromising quality regardless of which members of our team are involved.”

Much of Bold Insight’s work is human factors research that informs the development of safe and effective medical devices. Very active in the industry, the team often presents research and speaks at conferences about this topic. Read more about Bold Insight’s Human Factors services.

Visit https://www.globalbusinessinsightawards.com/ to read more about the Global Business Insight Awards.


Bold Insight’s Korey Johnson co-presents human factors training to members of FDA’s DMEPA

Bold Insight’s Korey Johnson co-presents human factors training to members of FDA’s DMEPA

Representatives from the Human Factors and Ergonomics Society (HFES) provided a two-day training course on human factors science, user-centered design principles, and root cause analysis on September 25-26, 2018 at the Food and Drug Administration’s (FDA) White Oak Campus in Silver Spring, Maryland. This course was attended by representatives of the Division of Medication Error Prevention and Analysis (DMEPA) from the Center for Drug Evaluation and Research (CDER). Korey Johnson, Managing Director of Bold Insight, along with Dr. Anthony Andre, and Michael Wiklund were the three experts selected by HFES to provide this training course.

The training was intended to provide attendees with deeper knowledge of and appreciation for the scientific roots of human factors research and user-centered design. Training drew on seminal research and literature from the fields of psychology, engineering, and product design, and leveraged a wide range of practical examples of both good and bad application of human factors science.

“There are many reviewers within CDER tasked with assessing the extent to which submissions adequately support a decision indicating that a product can be used safely and effectively. Many of those reviewers have abundant experience assessing human factors and user-centered design related shortcomings. With this training we hoped to provide a bit more of the scientific underpinnings of our practice – on one hand to amplify instances where requests for additional research are warranted, and on the other hand to provide the scientific context for when that additional research may not be warranted,” said Johnson.

For more information about the Human Factors and Ergonomics Society (HFES), visit hfes.org.

Connect with Korey Johnson on Linked In, Twitter, or email.

Bold Insight is a user experience (UX) research agency based in Chicago. Our team offers clients the expertise and professionalism of a large agency, with the imagination and agility of a startup; specializing in medical device research, human factors validation, and large-scale global testing. https://boldinsight.com/human-factors

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