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From patient to designer @UXWeek

Description: In this highlight from her presentation at UX Week 2015, Annie Coull describes her first hospital experiences and contrasts them to the design of UCSF Benioff Children’s Hospital.

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<table border="1" cellspacing="0" cellpadding="0"> <tbody><tr><td width="779" valign="top"><p>From patient to designer</p> <p>In this highlight from her presentation at UX Week 2015, Annie Coull describes her first hospital experiences and contrasts them to the design of UCSF Benioff Children’s Hospital.</p> </td> </tr><tr><td width="779" valign="top"><p>3:30-5:48</p> <p>The moments of significance that punctuate our journeys leave a life-long impression. And, along the way, we make decisions, we create memories that can last a lifetime, and finally, we reflect on the journeys that changed us. These are the bookends of my user experience.</p> <p>My journey begins post WWII. My parents found themselves with a young family in Europe. They had this portrait taken when I was six months old, and they didn’t know that I was going to become a patient in just a few years when they went to the United States to begin a new life. And I have to tell you, it wasn’t easy being a user at such a young age.</p> <p>Remember the hospital where my journey started. That was Shriners’ Hospital in Philadelphia. This is visiting day at the Shriners’ Hospital in Philadelphia. My parents had traveled sixty miles to come and visit me. They’re down on the lawn, and I’m up on the porch. I was so happy to see them, but I was also a bit angry that they had left me there, and I really didn’t know why.</p> <p>The hospital had the best of intentions: to not cause greater harm by exposing compromised children with complex orthopedic problems like polio to additional pathogens. So, infection control—you have read all about it in the papers and in Healthcare Today—infection control was king here at that time.</p> <p>But here’s what that meant, basic human needs: food, clothing, and a bed, check. Focus on treating illness, check. But, this narrow focus also meant no visitors in the hospital, not even parents. No favorite objects or toys from home. No privacy in the crowded ward after the first three days of isolation to make sure I did not have a communicable disease. When the cart full of clean clothes arrived on the ward, I hoped that my favorite outfit would not be chosen by another child before it reached me. I had nothing that was truly mine. I had become only the fancy name of my diagnosis.</p> <p>21:52-23:11</p> <p>So, we’ve come a long way in sixty years, from then and now at Benioff Children’s Hospital. A mother can hold her child’s hand when he falls asleep, and then stay the night in the room in her own bed. A child can choose the color of the room where she’s having an imaging procedure and then watch a movie on the wall that’s just right for her because she chose it. When you treat a child, you treat a family… and nature is a great rejuvenator for everyone.</p> <p>In the UCSF Benioff Children’s Hospital, every floor has a sky porch, and you can see it there on the right. Where a family can visit together and feel fresh air on their faces because the glass walls don’t go all the way up, and they’re all steps from the patient’s room. So, the porch visit has taken on a whole new meaning.</p> <p>And technology, the antidote to isolation from family and normal life. It has empowered patients to stay in touch with family, friends, school, even other patients with similar conditions. They can compare notes or share support, and also allows patients to be active in their own care by interacting with the care team. Of course, you can order your food and play video games, too.</p> </td> </tr></tbody></table>

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