healthcare training design

A UX research case study

Healthcare training

I like helping people who help people. That’s why I find working with and in the healthcare sector an incredibly rewarding and fulfilling experience. This research project was instrumental in identifying opportunities for process improvements for frontline healthcare workers.

How do Western Health employees respond to incidents, really?

The challenge

Our frontline workforce regularly faces violence and aggression from patients, family, visitors and residents. The hospital wanted to find out if their current training offering was fit for purpose.

My role

I was the learning experience designer on this project. I was responsible for co-leading the research, synthesising our findings, creating the report and presenting our findings to the client.

My process

Working alongside a colleague, I led in-depth focus groups and one-on-one interviews. We reviewed LMS data, policies and procedures and surveys. Once we gained a deeper understanding of what employees in high-risk areas faced, I synthesised this into a report.

The result

We uncovered several opportunities for improvement, which took us beyond the client’s pre-research assumptions. This gave us clear objectives to move forward with and we created a learning strategy, communications strategy, and a report with additional recommendations such as process improvements to the reporting system.

Read the entire case study

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