From paper ‘Bible’ to digital decision support system
In the case of the FK the expression ‘bad content kills, good content saves lives’ is 100% true. The FK is the website where doctors and pharmacists check their medication, for instance on side effects and dosage. They use the FK in the consultation room and during visits: so they need answers in seconds, not minutes.
The FK used to be a big paper ‘Bible’, but since 2012 it is only available in a digital form. Right now the FK is published both as a website and as an app. Both are being consulted more than 100.000 times a day. The content in the FK is of vital importance. Literally, because the content in the FK can be lifesaving. Obviously medical professionals primarily use their skills and experience. But in case of doubt or when they suspect side effects or other interactions the FK is at their service to check for alternatives.
Redesign with a focus on user experience
The paper edition of the FK disappeared in 2012. Although this paper edition was no longer published, the idea of this paper ‘Bible’ still very much existed on the website and in the app. A redesign was necessary. The redesign was focusing on the actual needs of the user, so truly a User Experience Redesign. The Healthcare Institute asked us to do an expert analysis and a usability test.
Joining the agile team
The redesign was planned with agile sprints of 3-weeks. We proposed to expand our cooperation so we could join these multiple agile sprints with the customer. At ContentKings we believe multiple rounds of user feedback always add more value than just one round of feedback with a longer development cycle. Two feedback rounds with 4 users results in better feedback than one round with 8 users.
With the help of user research by ContentKings we were able to create a better fit with our professional health care users.
Sandra Landa, Manager Health Care, Health Care Institute
Expert analysis: suggestions to improve the prototype
In the Expert Analysis we looked at the design as it was. In this analysis we already proposed a number of importance. We suggested the following:
- Support the primary customer job ‘checking medication’ and design the page around this task.
- Get rid of all ‘noise’ such as news. The FK is not an ordinary website but a ‘tool’ for doctors.
- Increase usability by clarifying possible paths and design chunks of content in a consistent way.
- See how simplification of design creates more overview and balance.
- Reconsider the structure of the site of the FK: it is no longer a book, but a website.
Usability test: discovering the customer jobs for the FK
Our diagnosis from the Expert Analysis was confirmed in the usability test. And more, we discovered four Customer Jobs:
- checking medication
- finding alternative medication
- substantiate clinical decisions
- learning to prescribe medication
The users of the FK clearly described different use cases. On the one hand they have the task of ‘checking medication’ in the consultation room with the patient. This task execution is always under pressure, extremely result focused, with very little time. Doctors need to check and verify complicated facts on dosage and interactions, and also need to translate them for the patient who wants to know what is the matter.
On the other hand they were tasks that could be done elsewhere, for instance in their study. In the tasks facts and background are verified afterwards. This happens in a relative quiet atmosphere, but these tasks are also very imported, because of the impact any clinical decision making has.
Also in later years ContentKings contributed to the development of the FK, which was a continuous process. We developed design thinking workshops around personas and consulted on specific editorial guidelines.
Recently we concluded extensive research on the FK is used in academic education. This confirmed the outstanding reputation the FK has, but also resulted in valuable feedback to further improve the FK.