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| Liechtenecker UX Design Studio",{"__typename":102,"tag":103,"attributes":135},{"__typename":105,"href":136,"hreflang":13,"rel":107,"media":13,"sizes":13,"type":13},"http://liechtenecker-cms.liechtenecker-cms.svc.cluster.local/projekte/kategorie/tool","2023",{"__typename":139,"id":140,"excludeFromScreenreader":13,"mediaImage":141,"name":146,"path":149,"status":20},"MediaImage","300",{"__typename":142,"url":143,"width":144,"height":145,"alt":13,"title":146,"size":147,"mime":148},"Image","http://liechtenecker-cms.liechtenecker-cms.svc.cluster.local/sites/default/files/wp-migration/wordpress-media-image/2023/09/Imaging_Vorschaubild_Desktop.png",1000,565,"Imaging_Vorschaubild_Desktop",220584,"image/png","/media/300/edit","Imaging",{"__typename":152,"processed":153,"format":154,"summary":125},"TextSummary","\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>MR, MRT, Magnetresonanztomographie? Klingt gleich? – Ist es auch. Die Landschaft der Radiologie definiert sich durch eine Vielzahl an Fachkürzel und der Existenz kafkaesker Ärtzehandschriften. Umso größer war die Herausforderung, für das Radiologie-Institut “Imaging” eine intuitive und leicht verständliche Terminbuchung auf die Beine zu stellen. Denn wer schon einmal eine handgeschriebene Überweisung erhalten hat, dem ist klar, dass dadurch nicht immer klar hervorgeht, welche Untersuchungsart man bei der Online Buchung eines Termins angeben muss.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cem>But where is a will, there is way\u003C/em> – oder wir wir Liechteneckers sagen – \u003Cem>Where is user research, there is a solution! \u003C/em>\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>Was haben wir gemacht?\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3 standard-list\">\u003Cul>\u003Cli>Konzept\u003C/li>\u003Cli>Design (exkl. Illustrationen)\u003C/li>\u003Cli>Usability Testing\u003C/li>\u003Cli>Datenanalyse (Google Analytics, Heat- und Scrollmaps via Hotjar) \u003C/li>\u003C/ul>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>Was haben wir erreicht?\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Innerhalb von 4,5 Monaten erzielten wir:\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3 standard-list\">\u003Cul>\u003Cli>30% Steigerung der Online-Buchungen\u003C/li>\u003Cli>95% Erfolgsrate (abgeschlossene und korrekte Buchung der Untersuchung)\u003C/li>\u003Cli>17% Reduktion telefonischer Anfragen\u003C/li>\u003C/ul>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>1. \u003Cstrong>The Research Phase\u003C/strong>\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Nach einer ersten Grobanalyse der Google Analytics Daten sowie einem Kick-Off Workshop mit allen wesentlichen Stakeholdern des Projekts kannten wir technische Einschränkungen und Business-Anforderungen. Unser Startschuss für eine erfolgreiche Konzeption war jedoch ein anderer. Wir wollten vorab echtes User-Feedback, um tatsächliche Schmerzpunkte gezielt in Angriff nehmen zu können.  Als erste Anlaufstelle entschieden wir uns daher, den Kundendienst der telefonischen Terminbuchung zu interviewen, um häufig auftretende Fragen und Beschwerden von Patient:innen zu dokumentieren. Darüber hinaus halfen uns die Gespräche mit den Mitarbeiter:innen Tendenzen in der Häufigkeit bzw. im Schweregrad von bestehenden Problemen aufzuzeigen. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>2. \u003Cstrong>Define the problem\u003C/strong>\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cstrong>Zusammengefasst waren wesentliche Schmerzpunkte/Erkenntnisse:\u003C/strong>\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Patient:innen kennen grundsätzlich die Körperregion, sowie die Untersuchungsart (Magnetresonanztomographie, Sonographie, etc.) ihrer gewünschten Untersuchung. Die Fachausdrücke/Kürzel auf ihrer Überweisung führen jedoch zu Verwirrung. Es ist für Patient:innen nicht erkennbar welcher dieser (oft lateinischen) Ausdrücke sich auf die Untersuchungsart (Magnetresonanztomographie) bezieht und welcher auf die Körperregion (Wirbelsäule).\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Die Terminvergabe ist jedoch stark abhängig von der gewählten Körperregion. Es ist daher absolut notwendig, diese korrekt anzugeben. Daher müssen die Ausdrücke auf der Überweisung von Patient:innen bei telefonischen Termin-Anfragen meist vorgelesen oder sogar buchstabiert werden.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Hinzu kommt, dass es für die meist gebuchte Untersuchung (Magnetresonanztomographie) 14 Körperregionen zur Auswahl gibt und viele dieser Körperregionen Unterkategorien besitzen, wie bspw. Wirbelsäule: Brustwirbelsäule, Halswirbelsäule, etc.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Es ist folglich eine Auswahl die Patient:innen selbständig treffen müssen, obwohl sie sich oft nicht sicher sind, was mit den Angaben auf der Überweisung gemeint ist. Daher war es absolut notwendig, die komplexe Auswahl so übersichtlich, einfach und selbsterklärend wie möglich zu gestalten.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Um gesammelte Probleme besser clustern zu können, haben wir unsere Insights mithilfe einer Affinity Map dokumentiert und geordnet. Jede Idee und/oder Erkenntnis wird hierbei auf einem Notizzettel geschrieben. 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\u003C/picture>\n\n\u003C/div>\n          \u003C/div>\n\n\u003C/div>\n\u003C/div>\n\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Aus den Clustern formten wir anschließend “Problem Statements”, die als Ausgangsbasis für die nachfolgende Ideation-Phase dienen sollten. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cem>Beispiel:\u003C/em>\u003Cbr>\u003Cstrong>Problem Statement\u003C/strong>\u003Cbr>Patient:innen wollen nicht aus einer ewig langen Liste ihre Untersuchung heraussuchen.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>3. \u003Cstrong>Ideation Phase\u003C/strong>\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>“How might we” war unser Brainstorming-Spiel der Wahl. Bei der “How might we – Methode”, wird aus jedem Problem eine korrespondierende Fragestellung geformt, welche auf die betroffenen User Bedürfnisse eingeht.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cbr>\u003Cem>Beispiel:\u003C/em>\u003Cbr>\u003Cstrong>How-might-we\u003C/strong>\u003Cbr>Wie können wir Patient:innen helfen, schnell und akkurat die korrekte Untersuchung zu wählen? \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cstrong>Lösungsvorschläge\u003C/strong>\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3 standard-list\">\u003Col>\u003Cli>Interaktive Körpergrafik zur Auswahl der betroffenen Körperregion, anstelle einer langen Liste, zur kognitiven Entlastung und effizienteren Suche.\u003C/li>\u003Cli>Eingabe der Überweisung in ein Textfeld. → Korrekte Erkennung der zu buchenden Untersuchung anhand einer Texterkennungssoftware.\u003C/li>\u003C/ol>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Um uns nicht nur den Ablauf der gesamten Online-Buchung sondern auch die zwei Lösungsversionen besser vorstellen zu können, ging es ans Prototyping.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>4. \u003Cstrong>Prototype\u003C/strong>\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>In einer anschließenden Scribble-Session konzipierten wir erste potentielle Screens der Problemlösung. Danach ging es ans Eingemachte – Protyping für die anstehenden Usability Tests, um unser Konzept der Online-Terminbuchung auf mögliche Schwachstellen zu testen und echtes User Feedback zu den zwei möglichen Lösungsvorschlägen einzusammeln.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Hier könnt ihr einen Blick auf den Prototypen mit der manuellen Auswahl der Untersuchungsart (Lösungsvorschlag 1) werfen:\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cfigure class=\"wp-block-video\">\u003Cdiv data-langcode=\"de\" data-entity-type=\"media\" data-entity-uuid=\"2ecc8d57-9fcf-48ce-ae7e-053c73e2022e\" class=\"embedded-entity\">\u003Cdiv>\n  \n  \n            \u003Cdiv>\u003Cvideo controls=\"controls\" width=\"640\" height=\"480\">\n      \u003Csource src=\"/sites/default/files/wp-migration/wordpress-media-video/2023/09/Bildschirmaufnahme-2023-09-03-um-21-59-37-2.mp4\" type=\"video/mp4\">\n  \u003C/video>\n\u003C/div>\n      \n\u003C/div>\n\u003C/div>\n\u003C/figure>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>5. \u003Cstrong>Usability Tests\u003C/strong>\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Mithilfe von 5 User:innen wollten wir folgende Metriken testen:\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3 standard-list\">\u003Cul>\u003Cli>Task Success Rate\u003C/li>\u003Cli>Single Ease Question (Wie einfach/schwer war es für dich einen Termin zu buchen?)\u003C/li>\u003Cli>A/B Test: Eingabe der Überweisung in ein Textfeld vs. manuelle Auswahl der Untersuchung\u003C/li>\u003C/ul>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Spannend für uns war vor allem der A/B Test. Auch wenn fünf User:innen für einen A/B Test nicht aussagekräftig sind, war für uns das qualitative Feedback wesentlich. Wir wollten anhand erster Reaktion sehen, ob der Lösungsansatz einer integrierten Texterkennung Potential besitzt und weiter getestet und erforscht werden sollte. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cdiv data-langcode=\"de\" data-entity-type=\"media\" data-entity-uuid=\"62d48981-87f7-43e4-8d5f-51d2a73ff456\" class=\"embedded-entity\">\u003Cdiv>\n  \n  \n  \u003Cdiv>\n    \u003Cdiv class=\"visually-hidden\">Bild\u003C/div>\n              \u003Cdiv>    \u003Cpicture>\n                  \u003Csource srcset=\"/sites/default/files/styles/image_width_medium/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=WEQyz0ps 1x, 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1023px)\" type=\"image/webp\" width=\"1024\" height=\"1026\">\n              \u003Csource srcset=\"/sites/default/files/styles/image_width_xsmall/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=qIrXGg-n 1x, /sites/default/files/styles/image_width_xsmall_x2/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=Of6V-38b 2x\" media=\"all and (min-width: 480px) and (max-width: 744px)\" type=\"image/webp\" width=\"745\" height=\"746\">\n              \u003Csource srcset=\"/sites/default/files/styles/image_width_xxsmall/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=ob5kSXgb 1x, /sites/default/files/styles/image_width_xxsmall_x2/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=1cK3LQlf 2x\" media=\"all and (max-width: 479px)\" type=\"image/webp\" width=\"480\" height=\"481\">\n              \u003Csource srcset=\"/sites/default/files/styles/image_width_large/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=ey05pd0h 1x, /sites/default/files/styles/image_width_large_x2/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp?itok=FpTQiTVk 2x\" type=\"image/webp\" width=\"1040\" height=\"1042\">\n                  \u003Cimg loading=\"lazy\" width=\"1040\" height=\"1042\" src=\"/sites/default/files/styles/image_width_large_x2/public/wp-migration/wordpress-media-image/KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8.webp.jpg?itok=FpTQiTVk\" alt=\"KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8\" title=\"KQ6o826Ut_m-ubesAUqgXK5CLWH8VpN9fdeXzcM9pwPtAeNtOX4e7UkBs2nx0QNOUN1oOW3wE76stPF96oAA4PmzQUhmelcoD11yZPLPw0h1G7RPBO9tT8koh4t5bsFLsC0PgWFnXNYxl7wkHc7j5m8\">\n\n  \u003C/picture>\n\n\u003C/div>\n          \u003C/div>\n\n\u003C/div>\n\u003C/div>\n\u003Cp>\u003Csup>Links: Prototyp Version A – Eingabe der verordneten Untersuchung\u003C/sup>\u003Cbr>\u003Csup>Rechts: Prototyp Version B – Manuelle Auswahl der Untersuchung\u003C/sup>\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Wesentlich war ebenso, die korrekte Auswahl der Körperregionen zu testen. Um die Auswahl so einfach wie möglichst zu gestalten, entschieden wir uns für ein Design mit einem \u003Cstrong>“Progressive Disclosure”\u003C/strong> Ansatz. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cblockquote>\u003Cspan class=\"quote-text\" data-ftf=\"true\">Progressive disclosure defers advanced or rarely used features to a secondary screen, making applications easier to learn and less error-prone.\u003C/span>\u003C/blockquote>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Unterkategorien wie bspw. Wirbelsäule: Brustwirbelsäule, Halswirbelsäule, etc. sollte erst erscheinen, wenn in der interaktiven Körpergrafik die Wirbelsäule ausgewählt wurde. Das Ziel war es hierbei, eine effiziente Suche der betroffenen Körperregion zu ermöglichen, ohne Patient:innen mit einer langen Liste von Untersuchungsregionen zu erschlagen.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cdiv data-langcode=\"de\" data-entity-type=\"media\" data-entity-uuid=\"b906a1c5-8bb0-418b-b74e-2db2a44b9455\" class=\"embedded-entity\">\u003Cdiv>\n  \n  \n  \u003Cdiv>\n    \u003Cdiv class=\"visually-hidden\">Bild\u003C/div>\n              \u003Cdiv>    \u003Cpicture>\n                  \u003Csource 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alt=\"vv6MelVFPzwx21TaUenbQo6Kb_MZcD7a2hAFERN-hi8r_B2tT-_NZ2ixrdQri8Ka_HZXsEDIGJ5OTJWHma6KCGXPQVv6OjY0TDjvKvemc_xHXsz4oThRDK0Vhbdvk1NN_pQKxIAixcHYfqTgOOD8kNE\" title=\"vv6MelVFPzwx21TaUenbQo6Kb_MZcD7a2hAFERN-hi8r_B2tT-_NZ2ixrdQri8Ka_HZXsEDIGJ5OTJWHma6KCGXPQVv6OjY0TDjvKvemc_xHXsz4oThRDK0Vhbdvk1NN_pQKxIAixcHYfqTgOOD8kNE\">\n\n  \u003C/picture>\n\n\u003C/div>\n          \u003C/div>\n\n\u003C/div>\n\u003C/div>\n\u003Cp>\u003Csup>Links: Schritt 1: Körperregion wählen\u003C/sup>\u003Cbr>\u003Csup>Rechts: Schritt 2: Unterkategorie wählen\u003C/sup>\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>Resultate und Feinschliff\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Der gesamte Prozess der Online-Terminbuchung wurde anhand eines Prototyps (Klick-Dummy) getestet. Die Task Success Rate war hierbei 100% mit einem Single-Ease-Score von 4,2 von 5. Die Usability Tests selbst lieferten uns Erkenntnisse bezüglich weiterer Optimierung der bestehenden Designs. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Innerhalb des Usability-Tests waren vor allem die Resultate des A/B Tests immens aufschlussreich. Denn alle User:innen präferierten die manuelle Auswahl gegenüber der freien Texteingabe. Gründe hierfür waren, dass User:innen anhand der Zuweisung verunsichert waren, welcher Text genau von der Überweisung in das Eingabefeld kopiert werden sollte.  Die Mehrheit der User:innen hätte aus Unsicherheit die falsche Untersuchung zu buchen, ebenso den Diagnosetext in das Eingabefeld eingefügt. Die manuelle Auswahl fühlte sich für sie sicherer und weniger fehleranfällig an.\u003Cbr>\u003Cbr>\u003Cstrong>Fazit:\u003C/strong> \u003Cbr>Zuweisungen sind derzeit in ihrer Ausschreibung noch zu heterogen. Die Benennung der Untersuchung variiert stark und ist zudem in einem Fachjargon verfasst, das von Patient:innen nicht verstanden wird und dadurch Unsicherheiten auslöst. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp> \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>Return of Investment – UX Benchmarking\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Business Goal war ein Anteil von 30% an Online-Buchungen innerhalb von 18 Monaten nach Launch. \u003Cstrong>Dieses Ziel haben wir bereits nach 4,5 Monaten erreichen können. \u003C/strong>Wesentlich für uns war zudem eine niedrige Abbruch- und Fehlerquote.\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>\u003Cem>“Wir bekommen auch intern nur positives Feedback und was wichtig ist: die Buchungen der Patient:innen sind zu 95% richtig.”\u003C/em> – Stefan Herles, Leitung Contact Center Imaging Verbund\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Dank der Implementierung der Online-Buchung konnten zudem \u003Cstrong>17% der zu bearbeitenden Anrufe im Support-Bereich\u003C/strong> reduziert und infolgedessen eingespart werden. \u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Und da wir bei allen unserer Projekte einen großen Wert auf laufende Optimierungen legen, ist natürlich auch hier die Reise noch lange nicht vorbei. Wir sind in laufender Abstimmung mit dem Call Center, messen den Gesamtprozess und schärfen an jenen Stellen nach, an denen Fehler auftreten oder Fragen entstehen. Und da unser Prozess so gut funktioniert, wird er wohl bald auch für weitere Standorte ausgerollt. Juhuuu!\u003C/p>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Ch2>Diese UX-Arbeitsweise gefällt dir?\u003C/h2>\u003C/div>\u003C/div>\u003C/div>\u003Cdiv class=\"grid-wrapper\">\u003Cdiv class=\"row ckeditor-grid grid-100-dl\">\u003Cdiv class=\"ckeditor-grid-col default-left col-xsmall-12 col-medium-6 col-medium-offset-2 col-large-6 col-large-offset-3\">\u003Cp>Wir bringen sie dir und deinem Team zum Selbermachen gerne bei. In unseren Trainings \u003Ca href=\"https://liechtenecker.at/uxdesign-gamechanger-training\" target=\"_blank\">\u003Cstrong>\"UX Reasearch & Testing\"\u003C/strong>\u003C/a>\u003Cstrong> \u003C/strong>und \u003Ca href=\"https://liechtenecker.at/training-ux-metrics-kpis-erfolgsmessung-im-ux-design\" target=\"_blank\">\u003Cstrong>\"UX Metrics - Erfolgsmessung im UX Design\"\u003C/strong>\u003C/a> zeigen wir euch alle Techniken, Tools und Metriken damit ihr selbst die gleiche Erfolge mit euren Designs erzielt wie wir mit unseren. \u003C/p>\u003Cp>Schau dich gern in unserer \u003Ca href=\"https://liechtenecker.at/liechtenecker-ux-academy\" target=\"_blank\">\u003Cstrong>Academy\u003C/strong>\u003C/a>\u003Cstrong> \u003C/strong>um und bei Interesse kannst du jederzeit unverbindlich mit unserm Head Coach Stefan \u003Ca href=\"mailto:s.blumauer@liechtenecker.at\" target=\"_blank\">\u003Cstrong>einen Termin zu einem unverbindlichen Plauscherl ausmachen\u003C/strong>\u003C/a>.\u003C/p>\u003C/div>\u003C/div>\u003C/div>","wp_html",{"__typename":139,"id":156,"excludeFromScreenreader":13,"mediaImage":157,"name":162,"path":165,"status":20},"302",{"__typename":142,"url":158,"width":159,"height":160,"alt":161,"title":162,"size":163,"mime":164},"http://liechtenecker-cms.liechtenecker-cms.svc.cluster.local/sites/default/files/wp-migration/wordpress-media-image/2023/09/Imaging_2023_Hero_Desktop.jpg",2560,667,"Herobild Imaging","Imaging_2023_Hero_Desktop",166327,"image/jpeg","/media/302/edit",{"__typename":139,"id":156,"excludeFromScreenreader":13,"mediaImage":157,"name":162,"path":165,"status":20},"Wie wir komplexe Auswahlverfahren für User:innen vereinfachen, Online-Buchungen erfolgreich steigern und somit 17% der telefonischen Anfragen im Support-Bereich reduzieren. 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