“Just give me the facts and
don’t waste my time”
User testing and user panels in the development of the
‘ESC Student’ health information app
Knut Schroeder | @DrKnut and @expertselfcare
Are
Time
Effort
Skills
you worried about…?
Costs
Feeling
threatened
Key benefits
Take home points
• Integrate users into
your team
• Involve them
throughout
• Work truly together –
they’re family
• Examples
• How to involve users
• What we did
• What we’ve learned
• Practical tips &
advice
What am I going
to cover?
Learning point #1: Challenging our assumptions
Learning point #2:
Improving the app
• Don’t try to be cool
• “You’re too old”
• Don’t use videos
• “Just give me the facts
and don’t waste my time”
• Use simple language
• “Don’t try to be funny –
talk like a friendly GP”
Learning point #3: Generating new ideas
• Help with
preparing content
• Topics
• Their info needs
• Refine our design
• Easy, fast,
convenient
• Ideas for new
features & benefits
• Customisation
My top 10 tips for
involving users
Tip #10: Be clear about what you
need
• Why involve users?
• What do you hope
to gain?
• Research and plan
Tip #9 Describe their role(s)
• Write a job/role
description and person
specification
• Helps you decide who
you’re looking for
• Helps users decide
whether the project is
for them
JOB SPEC
Tip #8 Provide training and
support
• Be aware that people
may be new to this role
• Avoid causing them
additional worry or
problems
• Be mindful of their
needs
Don’t worry…
Tip #7 Be creative
• Users = team
members
• Talk with them
• Open questions
• Methods
•
•
•
•
Virtual
Focus groups
Surveys
Social media
Tip #6 Reward users
• Some may want to give
their time for free
• Pay for time and
expenses if you can
• Find out how you can
benefit them
Best user
ever!
Tip #5 Find the best people
• Network
• Look out for people
and opportunities
• Think of it as
creating a ‘fanbase’
Tip #4 Test as you go along
• Test your assumptions continuously
• Use an iterative approach
• Sometimes ‘quick and dirty’ is fine
Tip #3 Log feedback and respond
• Create an auditable log
and document your
feedback
• Respond to every
comment
• Version control
Tip #2 Obtain the NHS England
Information Standard
• Create clear and
relevant health
information
• Establish tight methods
• Get feedback and
support
www.england.nhs.uk/tis/
Tip #1 Treat users as family
• Build long-term
relationships
• Give more than
you receive
• Listen and be
really, really,
really interested
Thanks to input from our users:
Higher Education Policy Institute Report
on ‘Improving students’ mental health’
(Sep 2016)
“[The ESC Student app…] aims to improve student health and
health literacy. Its function ranges from what do do in a mental
health emergency to how to treat acne. The NHS England
Information Standard certifies it as a source of reliable health
information. It has only recently been launched but we
recommend that higher education institutions advertise the
ESC Student app and encourage its use.”
(available via www.hepi.ac.uk, page 47)
Get in touch
[email protected]
@DrKnut & @expertselfcare
www.expertselfcare.com