Presentation
Design That Pays Off: Measuring the Business Impact of Human Factors
SessionPoster Session 1
DescriptionHuman Factors and Ergonomics (HFE) plays a critical role in shaping user experience, safety, and joint optimization between digital health technologies and end-user efficiency (Carayon et al., 2006; Fray et al., 2015). While these outcomes are well-documented in academic literature, the return on investment (ROI) of HFE remains difficult to quantify in ways that resonate with executive stakeholders (Karat & Lund, 2005; Nielsen et al., n.d.). The quantification of ROI remains even more difficult in healthcare contexts due to the inherent complexity of the system and processes. This disconnect often results in underinvestment in HFE, particularly in digital health domains that fall outside traditional medical device regulation—despite posing similar risks to patient safety.
Executives prioritize metrics such as cost savings, adoption rates, and clinical outcomes—areas where HFE has demonstrable impact but is often under-communicated. While qualitative feedback from usability studies (e.g., “this will simplify my work”) provides anecdotal evidence, it rarely translates into strategic metrics. Moreover, HFE efforts not only improve end-user experience but also enhance product development processes by identifying redesign needs early, reducing rework when usability and safety issues are found late (e.g., late-stage formative or summative testing), and streamlining validation and verification cycles.
This abstract proposes a traceability-based framework to quantify the ROI of HFE across three dimensions:
1. Process Efficiency: Calculating hours saved by identifying failure modes early (e.g., via uFMEA), and incorporating usability-driven design recommendations before engineering and validation phases.
2. Outcome Impact: Measuring productivity gains and safety improvements (e.g., reduced use errors, near-misses) among clinical end-users such as nurses and physicians.
3. Market and Operational Metrics: Estimating ROI through increased product adoption, reduced support tickets, and improved user satisfaction.
Emerging AI tools—including natural language processing, predictive modeling, and automated traceability—can enhance this framework by transforming qualitative usability insights into strategic, quantifiable metrics. This approach positions HFE as a strategic asset aligned with clinical, operational, and business outcomes, enabling stronger executive buy-in and influencing product direction.
References:
Carayon, P., Hundt, A. S., Karsh, B., Gurses, A. P., Alvarado, C. J., Smith, M., & Brennan, P. F. (2006). Work system design for patient safety: The SEIPS model. Quality & Safety in Health Care, 15(Suppl 1), i50–i58. https://doi.org/10.1136/qshc.2005.015842
Fray, M., Waterson, P., & Munro, C. (2015). Macro and Micro Ergonomic Outcomes in Healthcare: Unraveling the Relationship Between Patient Handling Performance and Safety Climate. IIE Transactions on Occupational Ergonomics and Human Factors, 3(1), 58–71. https://doi.org/10.1080/21577323.2014.989338
Karat, C.-M., & Lund, A. (2005). 10 Chapter—The Return on Investment in Usability of Web Applications. In R. G. Bias & D. J. Mayhew (Eds.), Cost-Justifying Usability (Second Edition) (pp. 297–315). Morgan Kaufmann. https://doi.org/10.1016/B978-012095811-5/50010-9
Nielsen, J., Berger, J. M., Gilutz, S., & Whitenton, K. (n.d.). Return on Investment (ROI) for Usability.
Executives prioritize metrics such as cost savings, adoption rates, and clinical outcomes—areas where HFE has demonstrable impact but is often under-communicated. While qualitative feedback from usability studies (e.g., “this will simplify my work”) provides anecdotal evidence, it rarely translates into strategic metrics. Moreover, HFE efforts not only improve end-user experience but also enhance product development processes by identifying redesign needs early, reducing rework when usability and safety issues are found late (e.g., late-stage formative or summative testing), and streamlining validation and verification cycles.
This abstract proposes a traceability-based framework to quantify the ROI of HFE across three dimensions:
1. Process Efficiency: Calculating hours saved by identifying failure modes early (e.g., via uFMEA), and incorporating usability-driven design recommendations before engineering and validation phases.
2. Outcome Impact: Measuring productivity gains and safety improvements (e.g., reduced use errors, near-misses) among clinical end-users such as nurses and physicians.
3. Market and Operational Metrics: Estimating ROI through increased product adoption, reduced support tickets, and improved user satisfaction.
Emerging AI tools—including natural language processing, predictive modeling, and automated traceability—can enhance this framework by transforming qualitative usability insights into strategic, quantifiable metrics. This approach positions HFE as a strategic asset aligned with clinical, operational, and business outcomes, enabling stronger executive buy-in and influencing product direction.
References:
Carayon, P., Hundt, A. S., Karsh, B., Gurses, A. P., Alvarado, C. J., Smith, M., & Brennan, P. F. (2006). Work system design for patient safety: The SEIPS model. Quality & Safety in Health Care, 15(Suppl 1), i50–i58. https://doi.org/10.1136/qshc.2005.015842
Fray, M., Waterson, P., & Munro, C. (2015). Macro and Micro Ergonomic Outcomes in Healthcare: Unraveling the Relationship Between Patient Handling Performance and Safety Climate. IIE Transactions on Occupational Ergonomics and Human Factors, 3(1), 58–71. https://doi.org/10.1080/21577323.2014.989338
Karat, C.-M., & Lund, A. (2005). 10 Chapter—The Return on Investment in Usability of Web Applications. In R. G. Bias & D. J. Mayhew (Eds.), Cost-Justifying Usability (Second Edition) (pp. 297–315). Morgan Kaufmann. https://doi.org/10.1016/B978-012095811-5/50010-9
Nielsen, J., Berger, J. M., Gilutz, S., & Whitenton, K. (n.d.). Return on Investment (ROI) for Usability.
Event Type
Poster Presentation
TimeMonday, March 234:45pm - 6:15pm EDT
LocationRhinelander Gallery
Digital Health