[MUSIC] Now let's get ready to go do some learning. The methods for learning could be some of your secondary research, it could be some of the data that you pull. It could be that you begin to pull some interviews and go to the people for the problem that you're trying to solve into their space and you observe them and interview them in the space where they're working to deeply understand the problem. You might be able to conduct some focus groups, where you pull together some users. Some of those extreme users perhaps. So that you can begin to understand the problem deeply. There could be one on one interviews, where they're more privately done, so the folks can feel comfortable, speaking of about the problems that you're trying to solve. Either way, you want to ensure, that you pulling together, because fear of influence. Previously, I mentioned these concentric circles. You could truly map out who it is that you're going to go talk to and if you're in healthcare, these are some of the individuals that you might go to interview or to do these observations or perhaps pool together in focus groups. And when you think about each of these people, for example, patients, you might want to think about them in the extreme user sense. Where some patients who have always had a good experience and some who feel as if they never have a good experience in this particular setting. Or if you're talking to facilities staff, some of the facilities staff, if you're solving a problem around space or geography in a particular unit, some of the facilities staff who are there all the time and constantly working with the frontline staff, to work on these particular problems. Or some who are, perhaps, brand new to the organization, or coming from an outside organization with very little experience with the constraints and the restraints of this particular setting. So thinking about who you can go to speak with is really important to do on this back end work. So that you're ensuring that you're getting the information that you need. Thinking about where you should go if you're solving a problem in one particular part of the hospital. For example, the pediatric intensive care unit, you don't just want to go to the pediatric intensive care unit. You want to go outside and see if the problem extends outside of that particular area as well, to see how broad you might need to go in your design if you have the bandwidth to do so. And then who are your stakeholders that you want to learn from? Ensuring that you're developing this list with a small group of people who understand this problem, as well. And then when you get to this end users, you want to really deeply understand what they're sayings. So oftentimes I will go do design research with a particular group of people or individuals and I'll listen to what they have to say. I'll ask them about their work. I'll watch them, I'll watch what they're doing, and is what they're saying actually what they're doing? And then I begin to understand what they're thinking. What ideas do they have to solve this problem, and how does this make them feel? It's very important to understand how people feel about the problem space for which you're solving, because many times, how people feel drives what they do. And then this observation piece is so vitally important because just as I said, what people say is not often what they do, sometimes that happens because of the social impact, the peer norms that are occurring in that particular setting, the cultural peace of where they're working. Does the culture of that particular unit in that pediatric intensive care unit support my work-arounds? Do my peers see me and my work differently than I see myself? Understanding what people are thinking and how physically they're moving and all the environmental factors that also play an important part in how we make our decisions about how we're going to do our work, you can't get through any data point except this deep interview in observation that leads you to deep empathy for the problem. So when you move forward, you want to begin to plan your questions. Now that you have your sphere of influence or your stakeholder map completed, you want to think about what questions you might ask as a guide when you get to the place where your interviewing and observing. You don't necessarily want to be reading from a list of questions, but you want to be thoughtful and have some guiding questions to help prompt the discussion until folks begin to feel comfortable. Once they begin to feel comfortable with this interview process with the observation part, then you want to go as deep as you can. You really want to understand what people hope for. What are their pains? Were there gains around this particular work? What's inspiring to them, and what motivates them? Let's look now of about how it looks to do some of this interview and observation. >> To begin our human-centered work, I've taken the liberty of inviting a hospital administrator, Mr. Smith, director of Patient Safety, in charge of infection control, he'll be here to answer some of your burning questions about what's been going on with the hospital and how we might help improve our hand hygiene at human's rate. >> So Mr. Smith, what are some of the most common reasons that people don't adhere to hand hygiene protocol? >> Well, there's lots of reasons, actually, but one of the main ones is the fact that many of our clinicians are very busy. They say that they believe they don't have time to actually do the appropriate protocols, because they're busy clinicians. >> Now that we finished our in-depth interviews, another way we'll try to get more human-centered with our stakeholder of interest is by engaging in a role play activity. So what we're going to do is we're going to have one team member play the role of an extreme user. In this case, someone who always follows the hand hygiene protocol. And let's try to put ourselves in the shoes of this person and ask questions that might help us better understand the behavior of this extreme user >> So what motivates you to be an extreme hand washing user? >> Well, I was on duty, and a patient of mine acquired an HAI, and it really stuck with me. And germs are very dangerous, so I like to wash them frequently.
