What medical device companies should know about contextual user research — 6 insights

At the research and development company Battelle, professionals Annie Diorio-Blum and Amy Schwartz see device companies make common research mistakes that lead to erroneous conclusions and poor design outcomes.

Ms. Diorio-Blum works as a senior industrial designer and design research lead, and Ms. Schwartz is a human centric design thought leader for the applied science and technology development company. They shared their insight on contextual user research, which involves observing and talking to users in their own environments, with Med Device Online.

Here's what medical device companies should know:

1. Contextual research is less scientific than usability studies or late-stage human factors research. While human factors research takes place in a strictly controlled environment, contextual research is carried out in either at home where a patient would use the device, or at a hospital or clinic where healthcare providers would use it.

2. The best approach is starting with an open mind. Companies that seek to support an existing design solution won't gain as much insight from the research process.

3. Remember that users aren't product design experts. Any design suggestions given by users in a research study should be taken with a grain of salt. For example, one panel of surgeons thought a lighter device would solve the hand fatigue they experienced, but ultimately, it was a slightly heavier device with a better grip that solved the issue.

4. Be aware that users may not be able to fully articulate the issues they experience. This means it's up to the researcher to probe deeper to find the real problems. Researchers can do this by observing use of the product and asking users to give detailed descriptions of usage behaviors.

5. Take all users' needs into account. For surgical devices especially, it's easy to think only about how the surgeon will use the device. Researchers should account for the fact that several other members of the medical team may have their hands on the product at some point.

6. Consider the environment where the device is being used. What factors of the operating room (for healthcare providers) or home (for patients) influence the device usage? Design insights and solutions can come from this holistic perspective.

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