health app that calls your doctor

Featured in the papers: Our award-winning health app

If you were reading the MEN newspaper on Saturday, you’ll have spotted me in an article about the mobile health app, Clintouch. The app was designed by Keep It Usable, and recently won an innovation award as well as being the subject of a meeting hosted by David Cameron’s senior health policy advisor at 10 Downing Street, to consider the impact that digital technology could have in improving the nation’s health.

Clintouch is one of the first apps being prescribed by doctors to patients to aid early intervention. Currently prescribed to patients with psychosis, the app could ultimately save the NHS millions by enabling earlier treatment before a patient becomes seriously ill.

The app asks mental health patients to record their mood using a simple, easy-to-use daily diary on their mobile. Patients can then see how their moods change and gives them the ability to be more in control of their illness. Also, if the app records a pattern or consistent low mood, their doctor is automatically alerted.


To increase engagement and continued longer term use, the app was designed to be very easy to use. This is really important for anyone with mental health issues – the last thing they need is a frustrating to use or confusing app! Emotional engagement was also deemed important to aid longer term use, so we added personalisation features, such as the ability to choose a background photo or upload one of your own – something that will motivate the user. The app also contains motivational quotes and messages.

Cintouch is the creation of Manchester University and was thoroughly tested with psychosis patients. It is now being trialled in several NHS trusts with great success.


There is a great deal of scope for health and wellbeing apps to improve our lives, cut NHS costs and improve the relationships we have with our doctors. However, it is crucial that these apps are designed by professionals in collaboration with health experts so they actually work and have a high level of efficacy, otherwise they just join the thousands of health apps already in the app store that are downloaded and never used.

Independent research that we conducted with users of health and wellbeing apps showed that there is a great deal of distrust and disengagement with health apps (caused by the quality of apps in the marketplace at the moment). Users want trustworthy apps that are easy to use and will do what they claim to do. Clintouch is hopefully the first of many apps that bridge the gap between patient and doctor and make a real difference to both the NHS and people’s lives.

Read the newspaper article


Which do you remember? Computers of the past

Attending the Manchester Science Festival was incredible. Not only were there computers, mobiles and televisions from decades gone by, but they were all in full working condition, which meant I could re-live some of the highs (space invaders) and lows (error messages and recovery) of my first experiences with computers.

Did you have any of these computers? Did you play any of these games? Which was your favourite? Tweet me

BBC Micro: Chuckie Egg (1983)

I don’t remember this computer or Chuckie at all, but looking at the launch date of chuckie (1983) I was only a toddler so I’m pleased to say I’m too young to remember this one! Following Ricardo’s enthusiasm, I had a go at Chuckie and it was really difficult at first! Having to remember which letter or symbol did what took a bit of time to get the knack of, which is of course why UX is so important. But this game was great fun once I’d remembered the keys. I’d definitely play this. On another note, the tactile feedback from the keyboard felt hugely satisfying. You just don’t get deep key presses from modern day keyboards, and although it makes them slimmer and faster, you don’t get the cushiony, bouncy, weighty feel, which is really satisfying.

BBC Micro

Amiga – Lemmings (1985)

This is what I remember as our family computer. This and the ZX Spectrum. And I remember playing Lemmings all the time – I still think it’s one of the best games ever! But the game I used to play all the time was called Dungeon Master. Did anyone else play this? (please tweet me if you did!) The game started out in a chamber with portraits on the wall and you chose who you wanted in your team. Then you entered a maze and had to fight monsters, find food, complete tasks, find potions to make your way through the levels. I still remember my favourite character – he had a black cloak, red eyes and his name was Gothmog.

Commodore AMIGA


Ah these are the computers that we used at school. They never did what you told them to do and there were no end of hands going up in class for help with lost work, floppy disks that wouldn’t save, etc. And they took up the whole desk so you had to balance your school book on the edge of the table or on your lap. I don’t have particularly fond memories of this one!


Toshiba laptop

Toshiba Laptop

Oh no! It’s growing up with UI like this that drove me to get into usability. I remember constantly thinking, I know really clever people design and build technology, so why do they make them so difficult to use? Of course I know why now – if you’re too much an expert in something it’s difficult to look at things from a new users perspective. This error dialogue is a classic. Just look at the choice of colours used too – really poor readability on the command text at the bottom.

Toshiba Laptop Error

Floppy disks

There were lots of kids at the science festival and I wonder if any of them thought these were printed versions of the Save icon. I find it interesting that we’re still using this as a Save metaphor despite the fact that the true meaning is lost on many young people. However, they have learnt that it’s the Save icon, which begs the question should it really be updated or should it stay as a floppy disk, bearing in mind that although youngsters don’t understand what a floppy disk is, they do associate that icon with Save functionality. It’s a tough one.

Removable media

Other computers – do you know any of these?

Commodore 64

Dragon 32

Commodore PET



Google: Over 50% xmas enquiries will be mobile

Yesterday at the London e-commerce expo, Google’s Martijn Bertisen, spoke about e-commerce trends for 2015. Mobile is set to be BIG business and this christmas, over 50% of christmas retail enquiries are likely to come from smartphones. 2015 will be: The year that mobile takes over. The year of wearables – watch out for Google Glass. We’ll see this coming into the retail experience. Martijn said:

If there’s one message I wanted everybody to take away, it’s that what is increasingly enabling e-commerce is mobile devices. We’ve shifted from the desktop era into the mobile era and it’s still being underestimated… it’s where consumer behaviour is.


Why people hate online passwords

Over christmas, I was sat with my stepdad as he opened up his new Kindle and attempted to set it up (a whole other usability story!). As it asked for his Amazon password he exclaimed how he didn’t have a clue what it was but he’d find out. The next thing I know, he’s opening up a spreadsheet on his laptop full of all his passwords! There must have been 20-30 of them. He said it’s the only way he can keep track of them all.

I was at a focus group recently where discussion naturally lead onto the topic of passwords. Every single person described how frustrated they are with the increasing pressure to create ever complex passwords that they then don’t remember.

It’s clearly a heated topic amongst users but with security being a top concern for companies (and rightly so), it puts ux designers in an awkward catch 22 situation. Make the password too complex and you risk people making the very un-secure decision of writing the thing down. Perhaps even putting it on a post-it by their computer – yes this happens! 

Anyway, as it’s Friday, let’s take a funny look at how this feels from the user’s perspective. I suspect most of you have also experienced this, haven’t you? 

Why people hate passwords

Interview with Whirlpool’s UX Manager

kitchenaid uxIn my spare time I love baking (I love eating cakes), I run a local baking club and I absolutely love KitchenAid products. I love the industrial user-centred design and the attention to ease of use. So, for the Keep It Usable blog this month, I decided to interview my friend Brandon Satanek who is the UX manager at Whirlpool.

Not only is Brandon a great guy, but his knowledge and passion for UX is something you should learn from. If you’re unsure how UX can benefit your business, Brandon will reassure you with some fantastic examples. I especially like his example of how Whirlpool created innovative product concepts simply by sending their researchers into people’s homes to observe them doing their laundry and interviewing them.

After seeing people adopt rather uncomfortable postures, an idea was developed to create a platform to raise the products to a more convenient height…it shows how contextual user research can lead to user-centered innovations that directly impact the bottom line.

There are several names for this type of research; ethnographic, contextual inquiry, in-context. It’s my personal favourite style of research as you gain true insights into the user and their behaviour. Have you ever stepped into a strangers home and been able to make instant judgements on their personality, hobbies, interests, activity levels, family life that turned out to be accurate? Research has suggested that these judgements we make, which are based on our experience of life and people so far, are often accurate. If you’re interested to know more, I recommend reading Sam Gosling’s book Snoop: What your stuff says about you.

Many UXers shy away from contextual research as it is true research that requires a certain level of skill, and a lot of people who conduct usability testing aren’t specialist researchers.

Research conducted in the context of use is imho the best you can get. You will find out rich information and behavioural insights giving you those ‘why didn’t we think of that!’ moments that just can’t be gained through lab testing.

Read my interview with Brandon, it may just change your business…

Information Architecture (IA)

Have you ever been to a website specifically to look for something and no matter how hard you look you just can’t find it? Most people will give up within a few seconds, hit the back button and go to a competitor. This is why your Information architecture is incredibly important – get it right and you will keep more people within your site, lowering your bounce rate and improving your conversion.

What is information architecture?

In simple terms, it’s about structuring your content to feel intuitive and logical to the end user.

An example of how not to do it

Tesco Direct have placed Halloween items within the heading ‘Christmas’ on the navigation bar. Users will struggle to find this as it makes no logical sense – halloween and christmas are completely separate occasions.

tesco ux usability

If a visitor to your website has the intention of browsing halloween things, they will already have expectations of where halloween things will be. Your aim is to try to understand their expectations of where they’ll find halloween related products. Only when you understand this, can you position it in the optimal place.

Card Sorting to create intuitive IA

One of the methods I employ to help create intuitive Information Architecture is Card Sorting. It’s an activity carried out with users (i.e. your target audience) using labelled cards to group and organise pages of content. Users categorise the pages in the way that makes sense to them and they can use existing grouping or create their own. What this enables us to do is to see the structure of your site or software from the user’s point of view – we can see and understand their mental model.

Card sorting exercise in action:

card sorting with userIf you’d like to understand more about how reviewing your IA can help your business or if you’re curious about card sorting please don’t hesitate to get in touch.

user experience (ux) design and usability testing agency

New Next Gen Macbook Pro


“It’s without doubt the best computer we’ve ever built!”

If you’re an Apple fan then you’re probably feeling pretty excited right now. WWDC was held yesterday (you can watch it here) and Apple have finally launched the next generation of Macbook Pros. Thankfully they’ve met and exceeded most people’s expectations, with the new Macbook Pro showing off an incredibly slim casing, superb retina display, high performance and attention to little details such as the lowering the noise of the fan (yes seriously!). I don’t know of any company that would value the user experience to such detail.

New Macbook Pro Overview:

new macbook pro spec
It’s very impressive and I’m already reaching for my purse. The question is whether to wait until July which is when Mountain Lion is released. There’s a free upgrade for anyone purchasing the Pro if you buy now, or like my other half plans to do, you could wait until next month which also gives Apple some time to solve any issues there may be with the new hardware design.

I’m not as impressed with iOS 6. It may surprise you to know that I’ve never owned an Apple mobile, despite my love of all things Apple (well, except iTunes which needs a complete redesign). For most people, their mobile is an extension of themselves, of their own personality. I find the iPhone form factor to be quite masculine. It feels expensive and high quality but I just can’t connect with it. There is one thing that keeps pulling me to Android and that is Widgets. As far as user experience is concerned they enable a shorter, more efficient and effective interaction. I can simply turn on my backlight and I instantly know the weather, the latest news, read a note to myself (usefulness), and I can see a photo of my other half with the cats (emotional attachment, love). It all adds up to a nice experience. iOS may have better usability and apps than Android, but I personally believe they need to add more fun, emotion, usefulness and wow factors into their mobile desktop to have increased emotional appeal.

Getting back to the new Macbook Pro, here are a few quotes from WWDC relating to User Experience that I wholeheartedly agree with.

“To create something that’s genuinely new, you have to start again and I think with great intent you disconnect from the past.”

“If you never change anything then what you can engineer is kind of incremental. But when you’re willing to change things then you kind of open up a whole new world of design.”

Nice Predictive Text Entry Method by Blackberry

I started my UX career as a Smartphone Researcher. I remember when we took the plunge to remove the hardware keypad and go full touch. Users complained that they wanted and needed a hard keypad to enter text. They saw T9 as vital to quick text entry – it could be done one handed and even blindly by many users. I admit myself to being able to text without even looking at my phone, it was great for multi-tasking, like shopping whilst texting😉

But users can adapt to change very quickly despite their initial reservations and look at everyone now using full touch devices to enter text. How far we’ve come! But, there is still the problem of longer text entry times, needing to use two hands and being more prone to errors. So I’m rather impressed by Blackberry’s approach to improving the touchscreen text entry user experience to be faster and more intuitive. Check it out and see what you think…