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The patients in focus: Visiba Care’s patient panel

Hands of patients joining in together

We spoke with our UX designer, Sofia Pernbert, responsible for the user experience in the app and other patient solutions, to find out more about Visiba Care’s newly launched patient panel. Visiba Care has the patient’s perspective in focus since inception and we have been conducting user tests as part of regular product development. With the new patient panel, we have more opportunities to improve existing and upcoming functions – an exciting initiative that we look forward to learning more about!

What is the goal with the patient panel?
The primary goal is to ensure that the interface is accessible and can be easily understood by everyone seeking care and the people around them. We focused on making it intuitive and easy to navigate, but the patient panel brings up the volume and quality of the user tests. At the same time, we can also make sure that people with disabilities are included in quality assurance and can provide feedback from their perspectives.

When did the patient panel start?
We started gathering participants for the panel at the beginning of the year, but the official panel kick-off was at the end of April 2020.

How were the panel members selected?
At the moment, the group primarily consists of members of the Living Library from the Jönköping Region. They are people with long experience with healthcare, both patients and relatives, who are committed to the cause and want to improve healthcare. We also have representatives from the National Association of the Visually Impaired, who support us with the accessibility perspective. The group also includes digital coaches, patient assistants who help people who need some additional support with digital tools. Several of the panel members are already familiar with the patient app.

How many people are included in the panel?
Right now, there are about 10 people of all ages. Our oldest member is 81 years old and a frequent user of the local app Bra Liv nära.

What is the panel’s mission?
On one hand, the mission is to get feedback on new functionalities and design at an early stage. On the other hand, panel members help evaluate the current state of the app. Ultimately, the purpose is to make the app as user-friendly as possible and to pay close attention to obstacles and challenges in the existing interface.

What does your collaboration look like?
Since we have started so recently, we have not established a finalised process yet. To start with, we will use the panel insights as a resource when a new or existing functionality is evaluated. We will invite the panel to user tests, where members will perform different test scenarios and then let their feedback in, to become an organic part of our development process. Additionally, we plan deep-dive interviews with panel members to get a better understanding of their needs, as well as the problems and challenges they encounter when thy contact healthcare today.

For example, we can invite the panel to a digital forum, where we go through a new prototype together and the panellists can test and share their experience. In parallel, we observe how they move in the interface and ask them some questions about what we see.

How will the panel be developed going forward?
We, of course, hope that we can expand the panel to include more locations and a broader age range. We would also like to see the panel include both digitally mature and first-time users.

Why did this initiative start now?
We have been always working from the thesis that the end-user is the one who ultimately decides which solutions will be used – the patient experience with the technology is formative to their willingness to use it. We have always used this notion as a guiding principle in our development, but now we have the time and the opportunity to take it to the next level.

How do you experience working with the patient panel?
It is incredibly rewarding! Particularly since the members of the panel are so committed and really want to contribute with their knowledge to improve the technology. The app is ultimately made for patients, and through this initiative, patients and relatives can influence how they contact healthcare.

Can anyone become a member of the panel?
For us, the people developing the solution, it is crucial that the all potential users of the app are represented in development. In the long run, the panel should reflect the entire community – which is why we welcome more members. Don’t hesitate to get in touch!

Would you like to share your perspective on our patient app? Don’t hesitate to send us your request and a brief motivation!

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Cornelia Broqvist

Cornelia Broqvist

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