# You're Not Designing the Experience. You're Inheriting It — Mina Giang — session 2026-08-28T00:00:00.000Z → 2026-08-28T00:30:00.000Z _444 transcript lines · 89 slides_ ## Transcript There are two pathways and the first is self registration that you're supposed to be able to register for your own phone and verify you are who you are because it is sensitive data. So you wanna make sure it's only you or who you've approved has access to it. And that little snippet I've got there is that's the government's requirements. That if the system permits self registration via mobile device, the system shall validate the sub SoC, Subject of Care, Identity by an agency approved management system. There is not one approved. So that gateway or pathway is not an option. The only other way right now is assisted registration. Where you got to go to a pharmacy, verify who you are or prove who you are for the pharmacy to set you up. Now you're thinking well why can't the doctor do that? Because they're the one issuing you the script. Well, prescribing system or the system they use has to put that functionality in there They're not mandated to do that. It is optional. And what's the ROI for them doing it? Unless the doctors all demand One, the doctors need to know about it. Two, demand for it for them to build it into their roadmap. So you want your data. Now the only way to get your data is the pharmacist. So now the pharmacy is this kind of this pseudo bodyguard guarding your information and they're the ones to unlock it, to unlock your meds list. It might make sense. But when I break down all the steps, you can see how many things can go wrong and what I'll be able to share a lot of our script to users and then all their stories that they've shared with us. This is what it takes to get access to your own list. Get a pharmacy, You prove who you are with a 100 points of ID. You're applied to a consent SMS that's like it says something like, do you can, give permission for your script list? Reply. Press 1 to reply, I think we're like no, 2 for no. And then you get a second one if you say yes is that you are consent to for this pharmacy to also see your active script list and I think you can choose between, like, is it for forty eight hours? Sorry. Was it for a day? Two days, or, you know, indefinite? But you're giving that permission saying yes, is only that the pharmacist can see your list in their system. You can't even see it yet. You know, what what is this? So you now need to voice up as a consumer or a patient say, excuse me, can I have my code? So I can see it? So then they go and generate the code. Then you enter into the code, into the app of your choice so you can finally see your own list. So Scripty has this functionality. So does the one eight hundred Medicare app. I think it was called my health app before. I'm sure as all of us is thinking how many things can go wrong? You know, in each of these steps. So talked about how we have our product scripty. But what we inherited were, yes, protective friction for this because protecting sensitive data. We need to have a way that has some safeguards in there. But we also inherited this tension of traditionally farms is so used to we own your scripts. We keep your scripts here. We'll provide you with the reminders. You'll come back in and get them. You know, it's good medication adherence. So then when you tell them, I'm gonna give you a code that gives you access to your script list and you can go and take this anywhere to any other pharmacy you'd like. There is a mental block in their mind with hang on. You're gonna go anywhere. You're not gonna stay loyal. You're not going to come and ask me about your scripts. Oh dear. So therefore, they weren't actively promoting the active script list. Let me hand out your code. You know, you have freedom. And there was a lot of conversations we had to have with pharmacies. I know with like, that's not where you gotta move forward past that. You've got to go beyond because actually they already can go. Everywhere. You making restrictions using software isn't helpful and you're going to lose their business. But there's they weren't scared because a lot of people don't know about it. So therefore they don't know to ask about it. And you know it was, all this that we inherited and that the fact that a lot of people including myself, even building in, the health space weren't brought along So I just was wondering where's your implementation plan? Where's the activation guide? Where's the education? So I was that annoying person, emailing a Australian Digital Health Agency every month, going, where is this? Where is this information? How are we bringing people along the journey? Okay. You've put this out. What are we doing about this now? And being one of the first products out there with the active script list, with consumer facing app, What I also inherited was some terrible reviews because of not understanding how the e script journey worked. And it's not what I didn't design this. I inherited it. And it takes a lot of education to explain like what I explained to you with the steps of how it works, plus this happens every repeat. We don't have permission to add your next repeat into the app. You always get it as a text message. I cannot hijack that text message. That comes from the National Prescription Delivery Service. Now there have been vendors out there that have found creative ways. But it's not compliant. Because on the other side, if they're like, oh, yeah. We all manage your scripts for you. We'll make a convenient. We'll get your meds delivered to you. Then what happens when you go, actually, thank you, but actually know a pharmacy I would like to get. That, dispensed or fulfilled for. They'll then charge you like a hefty admin fee. So there's always like a you know, just you gotta balance. There's always a trade off sometimes. But what we also got was, a lot of support questions with, can you help me find pharmacy that would give me the active strip list code? I've been to multiple. They won't give it to me. Patients were being rejected. It was not a good feeling for us. We'd try to get on the phone explain to the pharmacist that they don't have time for this, they don't understand. Or a patient would come in with our ScriptD app and it'll have like steps like how to have the conversation with the pharmacist like step one, step two, step three. It also even have a show this guy to the pharmacist so that they would know, how to deal with this. And they were really really grateful, but there was, you know, how many people would push past that? You know, there's not I think you just would feel a bit defeated. So the other challenge we had was the code. We're talking about this is an active script list code that's yours. But the code that the pharmacist give was sometimes actually the rightly or wrongly. I don't know. Maybe they just didn't understand. They would give it an activation code for their own pharmacy app. So we were getting a lot of errors but we were like, oh, that's for something else, not your active script list code. So when it doesn't work, again, like what we inherited was that they blame the product that's in front of them. Not that this is how e script systems work, and we had to try to be diplomatic and try to explain that that it's not us losing their scripts. It's not us trying to be difficult. But we were basically being asked to solve an experience that we inherited and the product couldn't control. I touched on it a little bit about this, but we built what was missing which was the script list guide for the pharmacist which showed them where you could find in their system. I think there's about six systems. To show, you know, where you could find that code. I created I worked with LearnRx to create a course to explain Active Script List and all the functionality because there wasn't FAQ guides, there wasn't. Here's your, you know, one zero one for pharmacist. And also how to have that conversation, how to handle tricky, situation. But also to I did a bit of that psychology piece because I needed to switch there and reframe the thinking of you're not losing a customer by giving them their freedom. You're actually gaining their trust. You're showing you yourself as a technology leader. Like you understand that that hopefully with that good customer service they will stay loyal to you. And all this, was all unpaid, unaccounted for, that benefit the whole industry. We had competitors, use our content. But it's okay. Like we did it because we wanted everyone to benefit. We didn't want our family members to continue to suffer. We wanted them to be able to have access to their active script list. And it was recognized at the one of the largest pharmacy conferences by the, operators of the National Prescription System about innovation, our commitment, and contribution to it. So But then I found another problem. That activation code that I'm saying that's so important that you need to access the code it can be shared. So as in, you know, you could give it to someone or someone who, went into the pharmacy with you to go, hey, I wanna give my you know, this is the code. We want to have the active script list. You know, it could be a partner who picks up your scripts. It could be parent managing your medications. It could be a carer. So that code is not a one time code, it's just your your indefinite code. I asked what happens when a relationship changes? When that child turns into a teenager and wants to have, you know, their parents not seeing what they have. And what if, you know, the relationship breaks down? What happens? How do I revoke access? There wasn't a way to revoke access. So there wasn't a clear solution designed that. I looked at the framework. I looked at tech. I talked to my CTO. I'm like, am I just nuts here or like does this just not is this not being considered? So I wrote impact statements. I think it was like a four pages. And then, you know, sent it to, like, medicine safety, sent to Australia Digital Health Agency, sent it to the Department of Health and aged care. And it's reached the risk register. So we're in these working groups and I can see verbatim my, like, use case or or written there. So that hopefully can inform future conformance profiles. So sometimes it's the people that are building building this and using their technology and looking at the technical implementation guide, to see things that were visible that weren't visible to everyone else. And I'm just wondering, where were we in the room? Where must have just been was it just like the clinicians and the technologists were they the only ones that made the decision about how this work? So I ask if you are definitely like in the digital health space or just in healthcare that you do think about every decision that you could make can be used by someone navigating the worst moment of their life recently being diagnosed. Being told these are all the meds you need to take. You need to have surgery. That person might be you one day or might be your family. And that governance belongs to everyone. So one example. And then I wanna talk to you about vaccination bookings. And I wanna share that in Queensland it is free for us to get a flu shot. So I made my booking. Filled out a prescreener, and then went in for my appointment. And because I filled it in, it seems fine. My pharmacist had already had the back prepared for me. It was a government funded vaccine. So I don't know if you know, but there's private stock and then there's government stock. So but through that conversation when he was just double checking that screener with me, I divulged oh, actually, I've just been reading. I just have been diagnosed with this health condition. And, you know, he went, oh, Ashley, you now qualify for a different vaccine under the government. National immunization program, placebo vax. So then he went, back and got the other vaccine. So now as a consumer you don't need to know about this. But when it comes to like on the other side coming and being, building booking systems for clinicians or for pharmacists, I thought, booking form, that's easy. Like you just need to know the who, what, where, when. But in health care, that's a totally different story. It has to translate way more than who's available, It has to consider funding. Like whether it's gonna be federal, state, private. And when it comes to private, it could be corporate funded. So it's like your employer's funding it for you or it could be you as a patient funding it out of, your own pocket. Clinical guidelines, stop workforce because some are trained to immunize and some aren't. And some are trained to immunize in particular vaccines. And then there's unique immunization register. So the booking form, then feeds into a prescreener that then feeds into a clinical record. And then, you know, the patient has the ex, has a service. And then if you are vaxxed Australian Immunization Registry. So that's the law that every time you get vaccinated, it needs to be uploaded to the Australian Immunization Register. So when you're thinking about, I'll just change things for the sake of it or I think that the patient, should also have these options and things like that, You might be doing a disservice downstream. So guess I wanted to also just showcase that know you can't really read it, but I just wanted to give a sense of our booking form has to also consider the national immunization program schedule that has considerations for the demographics you're in, if you've got particular medical, conditions, you might qualify for a free vaccine. Then the state, this is WA who went, oh, we'll also do some free and like they've even particularly told you what brand is free depending on what But I think what became more and more shocking for me and confronting was that your care actually depends on your postcode. So again, just happens to be where you live and what the what that state health minister decides to announce for that period. You in for this flu season, Queensland, New South Wales and WA offered it for free. Sorry for those that live in New South Wales. I don't think you were offered anything. Except Flue Mist. So who here has heard of 5,000 units of this to be delivered in pharmacy. Not per vendor, not per pharmacy, just across the board. And once it reached 5,000, we'll see if there's more funding for another block of 5,000. Queensland did, offer it for free. They didn't have the blocks restriction. But they kinda went, yep. We'll make it for, ages two to five. And then I think a month or so later went, oh, the stock is about to expire and we've got lots of it. So let's extend it to six to seventeen years. So the booking system and the clinical system has to keep up with this. And there's also a price with all this as well. I sort of talked about that, this trying to like keep this going. There's a big difference between a free vaccine versus something that might cost you $300. Because of your eligibility requirements. So if we're not showing the right information, that person might not vaccinate. Or if you said it was 300 but they, you know, supposed to be for free or if it was free and then they went to pharmacy and then the pharmacist say, oh, yeah, that's $300. That's a big disconnect. So it's a lot of things that you inherit And let me tell you this, I cannot tell you how many media announcements are made throughout the flu season that you just have to keep up with. You are given no notice. I asked also the pharmacist that are doing this, they also get no notice. They get the same notice as event a software vendor does. So Having said all that too though, I was I sort of mentioned about, you know, adding dish fields or adding additional responses. You know, I think gender is a very, topical thing where there are some forms you fill out and there might be like six options or, even more. But the Australian memorization register only really supports three or like a empty field. So you might think you want to make it, you know, more inclusive for the patient. But if there is extra mapping involved, you're causing a risk as well. You have to translate that information. Because I think for all of us, we are kind of taught and the desire from the business is always everything quicker. Everything faster. Minimum. But when it comes to health care, that minimum information collected can cause massive delays and impacts downstream. So if we collect too little, the pharmacist or the clinician has to do more And if there's more mistakes and they're not captured at that time, it can continue flowing on all the way down to like the Australian Immunization Register not getting your information in time and, or pharmacist is going get off fix that later and doesn't fix it. Or the wrong information is uploaded. Then they have to correct it, but they haven't had time to correct it. It was on their task list. What can end up happening is either people, not you know, when you're reviewing the register, thinking, oh no, I didn't get that flu shot that I thought I got. Or people have been almost vaccinated twice like patients have bad memory and forgot that, you know, actually they actually got vaccinated six months ago. So it's kind of these, things, I guess, aren't always what they seem when you need to keep asking, actually, what are the impacts beyond maybe your tasks that you've been tasked with or just your product? But definitely in healthcare, I would say that a form would have far more consequences beyond the form itself. I kind of already reiterated this where if a patient is confused, they don't book, they don't vaccinate. And, we've actually, through this period, had a lot of health departments come to software vendors asking how can we help because coverage is actually falling at the moment. And I think it's because the mean, there's many reasons. One being, you know, when it was COVID nineteen, you know, there was, like, mass campaigns everywhere. So, you know, you knew that it was impacting your day to day life. But, you know, there are still lots of death rates due to influenza. I guess it's just not you know, you don't see it in, mass media as much. So, you know, for us working in this industry, yes. You know, we have people that subscribe to our software who need it to be optimized, who need it to be more efficient and but overall, you know, you think about how this can impact population health. And and what we can do to help. Reason why I spoke about these two examples is because I want you to look beyond what you're designing and think about what sits underneath and you know, if there are legislative requirements, I know that you can't necessarily change that. But if we all don't speak up, and ask to be at the table, then we're just gonna continue to inherit these experiences. And be forced to work within these constraints. So if you see something that hasn't, been considered, and you've re escalated with your own organization, go beyond your organization. Find those community groups or the standards working group or there are consultation papers that are out all the time. They're lengthy, but they're there to allow you to have, to provide your feedback. So if your table, isn't in the organization, find one that is. You know, participate participant standards, talk to patients, talk to clinicians because if you're not there, you and your users or your family members one day will inherit that decision. And when you do work in digital health, you do have this extraordinary responsibility. In healthcare, I really, really believe it is about providing a journey that makes it more about an informed patient, like are they informed and a safer system for everyone involved. It can be rewarding. I know I talked about all this complication and, you know, you should be involved in all these things, but because if it's not us doing this, then who? Like if it's not us having a voice and and and providing feedback and advocating for our patient, advocating for ourselves, then it's not gonna improve. It's not gonna shift. So hopefully I haven't scared you off digital health if you're not in that space. But, here's a little like, this is the ecosystem that I do work in. I have a we have a clinical, system that's used by pharmacy. I consumer facing Appscripti. And I have a intermediary gateway to b two b, products where, my other half that I wear is I'm an assessor. I assess, downstream apps consumer facing apps that wanna connect into the national Delivery Service and I'm the one going fail fail you know, pass pass. And and giving them insight as to yes, I agree with you. That was a stupid requirement. But that's what the government provided. So let's get your feedback. Let's advocate for that change. And then yeah. So I highly recommend I'm not endorsed by these bodies. Alright? I just I really believe in community. I believe in collaboration. So Spark is amazing. You don't have to be a technical person to join. You don't have to be a clinician. It is there, to understand basically how decisions are made. You know, there was an hour arguing about a null state. You know? So, It can be dry but but it's, it's quite fascinating to just hear from different, stakeholders. You know, there's terminologists in there, clinicians in there. And technologists in there, and the agency people, policy people where And then there's a strategic health agency that does have some online learning courses understanding clinical safety, you know, a bit of governance, a bit of what tools are available. And then if you wanna connect with me on LinkedIn and hear about my rants about navigating the healthcare system, Thank you. Thanks, Amina. The cost of healthcare in Australia is pretty good compared to other parts of the world, but a lot of the sort of inefficiencies that you're talking about at the systemic level flow through to what we pay at the pharmacist, what we pay with our GP visits, with our specialist visits, that kind of thing. And even in Australia with such good medical coverage, millions of Australians choose whether or not they can actually afford to go and see a doctor or see a specialist or get a test done even as it is. So the sort of work that you're doing, which is helping to sort of strip those inefficiencies out of the system and making it as easy as possible to do all of this stuff helps get those costs down and helps give better access to all Australians, not just the ones who are using your service. So thank you, for all of that work and thank you for that talk. Do people have well done, sir. Yes, question up here. Thank you so much. That was so cool. Just wondered, as someone who works in digital health, could you talk about any strategies that you have come across to enable designers like myself to engage better with technicians, sorry, clinicians and standard groups to improve healthcare journeys? Yeah. I definitely recommend joining the SPARK like, I I felt really intimidated, but they always encourage people. And every time you go to an event it's like, you know, how many times have you been sparked? And they always welcome, the new people that join. And there are people that are happy to provide you time and give you insight into that. Clinicians are a very interesting breed. Basically if it's an extra click, they're like, you're dead to me. Yeah. And so and and like, it's it's interesting here. Like, just sitting there and being a fly in the war is fascinating with they were like you make me do something extra, I don't wanna know about it. And so like it's but they explain why. You know, even when we were talking about sharing, medical information, you know, do you want everything? They were like, no. I don't have time to sift through all the noise. But then you have another clinician going, no. I want everything because what if that clinician missed something? So that's why going to these sort of working groups is like actually quite fascinating. And it is actually very tricky to get clinician time one on one. So that's why I recommend participating any working groups that they might be in because then you go, oh, hello. Hi there. I'm doing it. Two days ago I was at a connector sign in Brisbane and a GP was there and a few vendors were just like, why would a GP come to this like technical connectathon? And he said, oh, I'm actually a bit bored and I actually wanted to I've been playing around with chatty BT, and I'm trying to do something cool. So I just wanted to try to learn from the people in the room. So and then he gave me his time where we talked about scripty and he was one person who was like, I've never heard of And because he went on about his rant about how many times his patients were calling up because they've lost their scripts. So you'll find them at these events. Yeah. Yeah. Great. Thank you so much. No problem. Minu, I'm curious sorry, I'm not gonna let you go yet. I'm I'm curious about how this work sort of translates into areas where I've I've had a few conversations with people over the last couple of days about caring for parents and caring for others. So when I'm caring for my child, you know, before they turn 16, I have access to all of their data by default, and their scripts will come through me and all of that kind of stuff. It's quite easy. For my parents though, where increasingly I'm taking making sure they're getting the right medications and those sorts of things, How do systems like this play into that evolving role of a carer? It actually comes down to how much that system cares to make it easier for you. So like for us, like, we don't make you jump through hoops. If you've got access to their scripts and you've got the activation code, you can you can manage it. Yeah. But, aged care with aged care reform, it is and that's why I'm in this space because I'm thinking about us as we're getting, you know, older. Like making that pathway. And I will say that you do need to work with these aged care providers to make it easier. And for them, a lot of challenge is funding. Right? Like Right. So, I can see there's a lot of home care initiatives out there and a lot of like but technology is not their strength and nor is necessarily investment in tech. So that's why I'm hoping these software vendors like us and any innovations kinda start moving towards that like okay, we've nailed primary care today. Like, let's move into aged care and, and and like carer mode and doing more of that. If it's not mandated, it's very hard for businesses to see an ROI. Yeah. I think that's the challenge we're up against. Thank you. Unless you're willing to pay Steve. Of course. So that's Of course. And then there'll be people building solutions for you. Yeah. Alright. Thank you so much, Mina. No problem. All right. So our next presentation this morning is picking up on this idea around, designing for others and inclusive design Maria is going to talk to us about developing an inclusive design toolkit. Please join me in welcoming Maria to the stage. Good morning. Hi. Lovely to be speaking here. I think, I was placed at a very appropriate, point in the program. It was so great to hear Fatima's talk especially. I related so hard to her story of someone, you know, as someone who has had an actual screaming meltdown on public transport. Excellent. I am in good company here. As you may have guessed, I am an autistic product designer. And I'm here to talk to you about my special interest. So brace yourselves. First things first, Oops. I decided to run an experiment. For better user experience for those of us who wish real life came with subtitles. Forgot. I still have my sunglasses. Sorry. I have created a partial transcript for the You can access it via the QR code. Or using bit dot l y slash inclusive dash design dash toolkit. I say partial transcript because, in true sitcom fashion, I decided to restructure the entire talk. Last night at 3AM. Building in public. You will enjoy my last slide. In all seriousness though, the text will be completed later today, and I will share all of the slides because they are an important resource that I'd like you to be able to access. In the meantime, I hope you enjoyed my experiment. Second, I'm going to be discussing fraud topics. ## Slides ### 00:00:04 # You're entitled to your own script data. But how do you get your ASL? ## CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL ### EXPECTED WAY IN DIGITAL 2026 #### 1. SELF REGISTRATION - Register from your own phone - Verify your identity yourself Still no approved identity service, since 2023 | Reference | Requirement | | :-------- | :---------- | | MC-8 | If the system permits self-registration via a mobile device, that system SHALL validate the SoC's identity via an Agency approved Identity Management Service. | #### 2. ASSISTED REGISTRATION - Go to a pharmacy in person - Prove who you are: 100 points of ID - The pharmacy sets you up The only way in today ### 00:00:16 # You're entitled to your own script data. But **how do you get your ASL?** CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL ## EXPECTED WAY ### 00:00:41 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL # You're entitled to your own script data. But how do you get your ASL? ## EXPECTED WAY IN DIGITAL 2026 ### 1 - SELF REGISTRATION - Register from your own ### 00:01:06 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL > "The pharmacy is the bodyguard standing at the door of **your own meds list**." © MINA GIANG 2026 [Image of a person wearing a vest labeled "ACTIVE SCRIPT LIST" standing in a pharmacy aisle, with a "WE SUPPORT Scripty" sign visible] ### 00:01:32 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # What it takes to see **your own list.** ### YOU - Go to a pharmacy - Prove who you are: 100 points of ID - Reply to a consent SMS for your ASL registration - Reply to a second consent SMS for this pharmacy to see your ASL - Still cannot see it - Ask for ### 00:02:01 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # What it takes to see your own list. **YOU** - Go to a pharmacy - Prove who you are: 100 points of ID - Reply to a consent SMS for your ASL registration - Reply to a second consent SMS for this pharmacy to see your ASL. - **Still cannot see it** - Ask for your activation code - Enter code in an app of your choice - **Can finally see your own list** **PHARMACIST** - Starts your registration - Can now see your list - Generates the code [Flowchart illustrating the steps for a user ("YOU") and a pharmacist to access a script list, including a troubleshooting path for when the list is not visible.] ### 00:02:17 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL ## What it takes to see **your own list**. ### YOU - Go to a pharmacy - Prove who you are: 100 points of ID - Reply to a consent SMS for your ASL registration - Reply to a second consent SMS for this pharmacy to see your ASL - Still cannot see it - Ask for your activation code - Enter code in an app of your choice - Can finally see your own list ### PHARMACIST - Starts your registration - Can now see your list - Generates the code © MINA GIANG 2026 [Flowchart illustrating the steps for a user ("YOU") and a pharmacist to access a patient's medication list] ### 00:02:40 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL # What it takes to see **your own list**. **YOU** - Go to a pharmacy - Prove who you are: 100 points of ID - Reply to a consent SMS for your ASL registration - Reply to a second consent SMS for this pharmacy to see your ASL - **Still cannot see it** - Ask for your activation code - Enter code in an app of your choice - **Can finally see your own list** **PHARMACIST** - Starts your registration - Can now see your list - Generates the code [Flowchart illustrating the steps a user takes and a pharmacist's actions to access a personal list, with some steps highlighted for success or failure.] ### 00:03:06 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # What we inherited. **PROTECTIVE FRICTION** The system is protecting sensitive data. **TENSION** Pharmacy ### 00:03:32 ## CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL # What we inherited. - Legislation - Identity approval - SELF-REGISTRATION NOT APPROVED - National system - Connected systems - Vendors - Your product ### PROTECTIVE FRICTION The system is protecting sensitive data. ### TENSION Pharmacy customer ownership vs patient freedom of choice. ### INDUSTRY WASN'T BROUGHT ALONG The people expected to use it weren't ready. [Flow diagram showing a sequence from Legislation to Your product, with an intermediate step of Identity approval noted as "SELF-REGISTRATION NOT APPROVED"] [Three rectangular boxes below the flow diagram, highlighting "Protective Friction", "Tension", and "Industry Wasn't Brought Along" with their respective descriptions] ### 00:03:54 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL # What we inherited. - **PROTECTIVE FRICTION** The system is protecting sensitive data. - **TENSION ### 00:04:17 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL # What we inherited. Legislation → Identity approval (SELF-REGISTRATION NOT APPROVED) → National system → Connected systems → Vendors → Your product - **PROTECTIVE FRICTION** The system is protecting sensitive data. - **TENSION** Pharmacy customer ownership vs patient freedom of choice. - **INDUSTRY WASN'T BROUGHT ALONG** The people expected to use it weren't ready. [Flow diagram illustrating a sequence of steps from Legislation to Your product] [Three rectangular boxes highlighting key issues: Protective Friction, Tension, and Industry Wasn't Brought Along] ### 00:04:43 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # And then the reviews came in. ## APP REVIEWS - **Cannot handle repeat scripts** - ★☆☆☆☆ ### 00:05:08 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # And then the reviews came in. ## APP REVIEWS - **Cannot handle repeat scripts** - ★☆☆☆☆ 20 Jul · Glee star 2001 - Good for single script as soon as need a repeat it's a nightmare - **Developer Response** Tue - Sorry to hear that dealing with your repeats has been a nightmare! Each rep... - **Lost Scripts** - ★☆☆☆☆ 3 Nov · Nnnnnn09 - Lost all uploaded scripts. Beware. - **Developer Response** 18 Nov - Hey, Just to reassure you, Scripty doesn't lose scripts once they're uploaded. Whe... [Two app review cards showing user feedback and developer responses] ### 00:05:31 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # And then the reviews came in. ### APP REVIEWS - **Cannot handle repeat scripts** - ★☆☆☆☆ 20 Jul · Glee star 2001 - Good for single script as soon as need a repeat it's a nightmare - **Developer Response** Tue - Sorry to hear that dealing with your repeats has been a nightmare! Each rep... - **Lost Scripts** - ★☆☆☆☆ 3 Nov · Nnnnn09 - Lost all uploaded scripts. Beware. - **Developer Response** 18 Nov - Hey, Just to reassure you, Scripty doesn't lose scripts once they're uploaded. Whe... [Two simulated app store review cards, each showing a 1-star rating, a user review, and a developer response] ### 00:05:53 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # And then the reviews came in. ## APP REVIEWS - **Cannot handle repeat scripts** - ⭐⭐½☆☆ 20 Jul · Glee star 2001 - Good for single script as soon as need a repeat it's a nightmare - **Developer Response** Tue - Sorry to hear that dealing with your repeats has been a nightmare! Each rep... - **Lost Scripts** - ⭐⭐½☆☆ 3 Nov · Nnnnnn09 - Lost all uploaded scripts. Beware. - **Developer Response** 18 Nov - Hey, Just to reassure you, Scripty doesn't lose scripts once they're uploaded. Whe... ## SUPPORT INBOX - **Support** Today - Can you help me find a pharmacy that will give me ASL code? - **Support** Today - Help! Can I have my MySL code please - **Support** Yesterday - Help, I went to two different pharmacies, they won't give me my code - **Support** Last week - The code the pharmacist provided me doesn't work ### 00:06:16 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # And then the reviews came in. ## APP REVIEWS - **Cannot handle repeat scripts** - ★☆☆☆☆ 20 Jul · Glee star 2001 - Good for single script as soon as need a repeat it's a nightmare - **Developer Response** Tue - Sorry to hear that dealing with your repeats has been a nightmare! Each rep... - **Lost Scripts** - ★☆☆☆☆ 3 Nov · Nnnnnn09 - Lost all uploaded scripts. Beware. - **Developer Response** 18 Nov - Hey, Just to reassure you, Scripty doesn't lose scripts once they're uploaded. Whe... ## SUPPORT INBOX - **Support** Today - Can you help me find a pharmacy that will give me ASL code? - **Support** Today - Help! Can I have my MySL code please - **Support** Yesterday - Help, I went to two different pharmacies, they won't give me my code - **Support** Last week - The code the pharmacist provided me doesn't work ### 00:06:41 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL When something doesn't work, **they blame the product** *in front of them.* ### 00:07:02 ### CASE STUDY ONE - SCRIPT MANAGEMENT AND ASL When something doesn't work, **they blame** *the product in front of them.* ### 00:07:16 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL ## So we built what was missing. So that all consumers and industry could benefit. Including going to GP conferences to educate GPs on the ASL. APP2025 MAIN STAGE [Three screens displaying a presentation on a stage with "APP" branding] [Screenshot of a mobile app titled "Scriptly" showing a "Pharmacy Guide to Active Script List (ASL)" with options to connect, get support, and FAQs] [Screenshot of a mobile app titled "LmRx" showing "Course Content" for a training course, listing topics like Active Script List (ASL), Activating ASL in your Pharmacy, and ASL and Patient Engagement] ### 00:07:39 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # So we built **what was missing**. - So that all consumers and industry could benefit. - Including going to GP conferences to educate GPs on the ASL. [Screenshot of a mobile app titled "Pharmacy Guide to Active Script List (ASL)" with buttons for connecting, dispense support, and FAQs] [Screenshot of a mobile app titled "Course Content" with a list of training modules related to Active Script List (ASL)] ### 00:08:01 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # So we built what was missing. - So that all consumers and industry could benefit. - Including going to GP conferences to educate GPs on the ASL. [Image of a conference stage setup with a large "APP" logo and three screens displaying a presentation, labeled "APP2025 MAIN STAGE"] [Screenshot of a mobile app, part of a "Pharmacy & Consumer Guide", titled "Pharmacy Guide to Active Script List (ASL)" with buttons for "How to connect to ASL", "Dispense Support", and "FAQS"] [ ### 00:08:17 ### CASE STUDY ONE – SCRIPT MANAGEMENT AND ASL # So we built **what was missing**. So that all consumers and industry could benefit. Including going to GP conferences to ### 00:08:41 # The Risk You Also Inherit ## What the rules **didn't factor.** ### The risks - **AX472K** (ASL Activation Code) - Shared with a partner - Parent managed - Carer managed - **No way to revoke access** ### 00:09:07 ### THE RISK YOU ALSO INHERIT ## What the rules **didn't factor.** ### The risks - AX472K ASL ACTIVATION CODE - Shared with a partner - Parent managed - Carer managed - No way to revoke access ### 00:09:31 ### THE RISK YOU ALSO INHERIT # What the rules didn't factor. ## The risks AX472K ASL ACTIVATION CODE - Shared with a partner - Parent managed - Carer managed No way to revoke access ### 00:09:55 ### THE RISK YOU ALSO INHERIT # What the rules **didn't factor.** ## The risks AX472K ASL ACTIVATION CODE - Shared with a ### 00:10:16 ### THE RISK YOU ALSO INHERIT # What the rules **didn't factor.** ## The risks AX472K ASL ACTIVATION CODE - Shared with a partner - Parent managed - Carer managed **No way to revoke access** [Box containing an activation code and a list of management types, highlighting the inability to revoke access] ### 00:10:18 ### THE RISK YOU ALSO INHERIT # What the rules **didn't factor.** ## The risks AX472K ASL ACTIVATION CODE - Shared with a partner - Parent managed - Carer managed - **No way to revoke access** ### 00:10:39 ### THE RISK YOU ALSO INHERIT ## Design like **your** **family** uses it. Every decision you make could be used by someone navigating the worst moment of their life. That person might be your family. Governance belongs to **everyone**. ### 00:11:03 ## Case Study Two # Vaccination **bookings** [Black and white photo of a person receiving a vaccination from a healthcare professional] ### 00:11:17 ## CASE STUDY TWO # Vaccination **bookings** [Black and white photo of a person receiving a vaccination from a medical professional] ### 00:11:38 ## CASE STUDY TWO # Vaccination **bookings** [Black and white image of a person receiving a vaccination from a healthcare professional] ### 00:12:03 ## CASE STUDY TWO - VACCINATION BOOKING # A booking form has to translate more than **appointment availability**. - Funding: federal, state, private - Clinical guidelines - Stock - Workforce - Immunisation register ### Booking Process Flow - **Booking form**: eligibility: can you book it, funded by whom - **Prescreener**: pre-clinical work for the pharmacist's consult - **Clinical record**: what the pharmacist records - Patient - Australian Immunisation Register [Flow diagram illustrating the components and steps involved in a vaccination booking process, from initial considerations like funding ### 00:12:16 ## CASE STUDY TWO - VACCINATION BOOKING # A booking form has to translate more than **appointment availability**. - Funding: federal, state, private - Clinical guidelines - Stock - Workforce - Immunisation register - Booking form: eligibility: can you book it, funded by whom - Prescreener: pre-clinical work for the pharmacist's consult - Clinical record: what the pharmacist records - Patient - Australian Immunisation Register [Flow diagram illustrating the interconnected components and considerations for a vaccination booking system.] ### 00:12:28 ## CASE STUDY TWO - VACCINATION BOOKING A booking form has to translate more than **appointment availability**. - Funding: federal, state, private - Clinical guidelines - Stock - Workforce - Immunisation register - Booking form: eligibility: can you book it, funded by whom - Prescreener: pre-clinical work for the pharmacist's ### 00:12:53 ## CASE STUDY TWO - VACCINATION BOOKING # A booking form has to translate more than **appointment availability**. - Funding: federal, state, private - Clinical guidelines ### 00:13:17 ### CASE STUDY TWO – VACCINATION BOOKING ## This is what a booking form is also translating. ### THE NATIONAL IMMUNISATION PROGRAM SCHEDULE - National Immunisation Program Schedule (Childhood vaccination) - National Immunisation Program Schedule (Adult vaccination) - Additional vaccination for people with medical risk conditions ### 2026 government funded influenza vaccines for WA [Three screenshots of detailed National Immunisation Program Schedules for Childhood, Adult, and Additional vaccinations] [Table showing 2026 government funded influenza vaccines for Western Australia, listing cohorts and available brands] ### 00:13:43 ### CASE STUDY TWO - VACCINATION BOOKING # Your care depends on **your postcode**. | | Federal | State | Private | |---|---|---|---| | **Flu** | ### 00:14:07 # CASE STUDY TWO - VACCINATION BOOKING ## Your care depends on **your postcode**. | | Federal | State | Private | |---|---|---|---| | NSW | N ### 00:14:15 ### CASE STUDY TWO - VACCINATION BOOKING # Your care depends on **your postcode**. | | Federal | State | Private | |---|---|---|---| | **Flu** | ### 00:14:39 ### CASE STUDY TWO - VACCINATION BOOKING # Your care depends on **your postcode.** | | Federal | State | Private | |---|---|---|---| | **Flu** | | | | | NSW | NIP | All | Varies | | VIC | NIP | — | Varies | | QLD | NIP | All | Varies | | SA | NIP | — | Varies | | WA | NIP | 5-64 | Varies | | TAS | NIP | — | Varies | | ACT | NIP | — | Varies | | NT | NIP | — | Varies | Representative only - Free nasal spray flu** - Responding to health minister announcements - Funding for blocks of 5,000 in pharmacy - Big difference between a free vaccine, ~$300 (RSV), and ~$560 for 2 doses (shingles) *NSW: 5,000 units, 2 to 17 years **QLD, 2 to 5 years until stock expires 7 Aug, 6 to 17 later ### 00:15:02 ## CASE STUDY TWO – VACCINATION BOOKING # This is what a booking form is also translating. ### THE NATIONAL IMMUNISATION PROGRAM SCHEDULE ### 2026 government ### 00:15:17 ### CASE STUDY TWO - VACCINATION BOOKING # Your care depends on **your postcode**. **Flu Vaccination Availability by State/Territory** | | Federal | State | Private | |---|---|---|---| | NSW | NIP | All | Varies | | VIC | NIP | — | Varies | | QLD | NIP | All | Varies | | SA | NIP | — | Varies | | WA | NIP | 5–64 | Varies | | TAS | NIP | — | Varies | | ACT | NIP | — | Varies | | NT | NIP | — | Varies | *Representative only* - Free nasal spray flu** - Responding to health minister announcements - Funding for blocks of 5,000 in pharmacy - Big difference between a free vaccine, ~$300 (RSV), and ~$560 for 2 doses (shingles) *NSW, 5,000 units, 2 to 17 years **QLD, 2 to 5 years until stock expires 7 Aug, 6 to 17 later © MINA GIANG 2026 [Table showing flu vaccination availability by state/territory and funding source] [Circular callout box for "Free nasal spray flu"] ### 00:15:41 ### CASE STUDY TWO - VACCINATION BOOKING ## Your care depends on **your postcode**. | | Federal | State | Private | |---|---|---|---| | NSW | NIP | All | Varies | | VIC | NIP | — | Varies | | QLD | NIP | All | Varies | | SA | NIP | — | Varies | | WA | NIP | 5-64 | Varies | | TAS | NIP | — | Varies | | ACT | NIP | — | Varies | | NT | NIP | — | Varies | *Representative only - Free nasal spray flu** - Responding to health minister announcements - Funding for blocks of 5,000 in pharmacy - Big difference between a free vaccine, ~$300 (RSV), and ~$560 for 2 doses (shingles) *NSW: 5,000 units, 2 to 17 years **QLD, 2 to 5 years until stock expires 7 Aug, 6 to 17 later [Table showing vaccination availability (Federal, State, Private) across Australian states and territories for Flu] ### 00:16:05 ### CASE STUDY TWO - VACCINATION BOOKING # A small change in the booking process can affect **patient safety**. Every vaccine administered has to reach the Australian Immunisation Register (AIR). - Fewer fields. Fewer questions. the instinct - More work downstream. what it costs 1. **Information isn't right** Incorrect, incomplete, excessive or missing important context. 2. **It needs to be interpreted or corrected** How much does the clinician need to fix, add or work out? 3. **The AIR is affected** The clinical record. Whether the patient is found in the AIR. Whether the record lands correctly and on time. 4. **Duplicates, near misses or missed vaccinations** Someone is vaccinated twice, nearly is, or misses out altogether. In healthcare, a form can have consequences far beyond the form itself. [Flow diagram showing a sequence of four steps, from incorrect information to duplicates or missed vaccinations] ### 00:16:17 # A small change in the booking process can affect **patient safety**. Every vaccine administered has to reach the Australian Immunisation Register (AIR). Fewer fields. Fewer questions. (the instinct) -> More work downstream. (what it costs) - **01 Information isn't right** Incorrect, incomplete, excessive or missing important context. - **02 It needs to be interpreted or corrected** How much does the clinician need to fix, add or work out? - **03 The AIR is affected** The clinical record. Whether the patient is found in the AIR. Whether the record lands correctly and on time. - **04 Duplicates, near misses or missed vaccinations** Someone is vaccinated twice, nearly is, or ### 00:16:42 ### CASE STUDY TWO - VACCINATION BOOKING # A small change in the booking process can affect **patient safety**. Every vaccine administered has to reach the Australian Immunisation Register (AIR). ### 00:17:08 ## CASE STUDY TWO - VACCINATION BOOKING ## A small change in the booking process can affect **patient safety**. Every vaccine administered has to reach the Australian Immunisation Register (AIR). - Fewer fields. Fewer questions. the instinct - More work downstream. what it costs 1. **Information isn't right** Incorrect, incomplete, excessive or missing important context. 2. **It needs to be interpreted or corrected** How much does the clinician need to fix, add or work out? 3. **The AIR is affected** The clinical record. Whether the patient is found in the AIR. Whether the record lands correctly and on time. 4. **Duplicates, near misses or missed vaccinations** Someone is vaccinated twice, nearly is, or misses out altogether. In healthcare, a form can have consequences far beyond the form itself. [Flow diagram showing a sequence of four steps detailing the consequences of incorrect information in a vaccination booking process] ### 00:17:15 ## CASE STUDY TWO - VACCINATION BOOKING ## A small change in the booking process can affect **patient safety**. Every vaccine administered has to reach the Australian Immunisation Register (AIR). - Fewer fields. Fewer questions. the instinct - More work downstream. what it costs 1. **Information isn't right** Incorrect, incomplete, excessive or missing important context. 2. **It needs to be interpreted or corrected** How much does the clinician need to fix, add or work out? 3. **The AIR is affected** The clinical record. Whether the patient is found in the AIR. Whether the record lands correctly and on time. 4. **Duplicates, near misses or missed vaccinations** Someone is vaccinated twice, nearly is, or misses out altogether. In healthcare, a form can have consequences far beyond the form itself. [Flow diagram showing a sequence of four steps detailing the consequences of incorrect information in a vaccination booking process] ### 00:17:40 ## CASE STUDY TWO – VACCINATION BOOKING # A small change in the booking process can affect patient safety. Every vaccine administered has to reach the Australian Immunisation Register (AIR). - Fewer fields. Fewer questions. the instinct - **01 Information isn't right** Incorrect, incomplete, excessive or missing important context. - More work downstream. what it costs - **02 It needs to be interpreted or corrected** How much does the clinician need to fix, add or work out? - **03 The AIR is affected** The clinical record. Whether the patient is found in the AIR. Whether the record lands correctly and on time. - **04 Duplicates, near misses or missed vaccinations** Someone is vaccinated twice, nearly is, or misses out altogether. In healthcare, a form can have consequences far beyond the form itself. [Flowchart showing a progression from "Fewer fields, fewer questions" ### 00:18:04 ### CASE STUDY TWO - VACCINATION BOOKING Healthcare UX isn't measured in conversion. **Sometimes it's measured in vaccination coverage.** Coverage is falling. Vaccination coverage has declined across age groups in recent years. Source: NCIRS Annual Immunisation Coverage Report [Outline map of Australia with the text "Coverage is falling" and a downward arrow pointing to the southern part of the country] ### 00:18:18 ## CASE STUDY TWO - VACCINATION BOOKING Healthcare UX isn't measured in conversion. *Sometimes it's measured in vaccination coverage.* Vaccination coverage has declined across age groups in recent years. Source: NCIRS Annual Immunisation Coverage Report [Outline map of Australia with text "Coverage is falling" and an arrow pointing to the southern region] ### 00:18:24 ### CASE STUDY TWO - VACCINATION BOOKING Healthcare UX isn't measured in conversion. **Sometimes it's measured in vaccination coverage.** [Outline map of Australia with text "Coverage is falling" and a downward arrow pointing to the southern region] Vaccination coverage has declined across age groups in recent years. Source: NCIRS Annual Immunisation Coverage Report ### 00:18:46 ## CASE STUDY TWO - VACCINATION BOOKING Healthcare UX isn't measured in conversion. Sometimes it's measured in **vaccination coverage**. Vaccination coverage has declined across age groups in recent years. Source: NCIRS Annual Immunisation Coverage Report [Outline map of Australia with the text "Coverage is falling" and a downward arrow pointing to the southern region] ### 00:19:11 ## THE ROLE # Ask to be at the table. If you're not there, someone else is deciding the experience your users will inherit. 1. Document the risk. Take it upstream. 2. Fight for the workflow improvement. 3. Advocate for the consumer's voice. [Image of a panel discussion with six people seated on stools, with a banner on the right] ### 00:19:15 ## THE ROLE # Ask to be at the table. If you're not there, someone else is deciding the experience your users will inherit. 1. Document the risk. Take it upstream. 2. Fight for the workflow improvement. 3. Advocate for the consumer's voice. [Image of a panel discussion with six people seated on stools, with a banner on the right] ### 00:19:36 ### THE ROLE # Ask to be at the table. If you're not there, someone else is deciding the experience your users will inherit. 1. Document the risk. Take it upstream. 2. Fight for the workflow improvement. 3. Advocate for the consumer's voice. [Image of a panel discussion with six people sitting on stools] ### 00:20:00 ## THE ROLE When you work in digital health, **you have an extraordinary responsibility.** ### 00:20:16 ## THE ROLE And it can be **rewarding**. Because if it is not us, then who? - Legislation - Standards - Funding - Data models - Infrastructure - You - Patient [Diagram showing a vertical arrow labeled "BE INVOLVED" pointing upwards, next to a stack of seven rectangular boxes listing different areas of involvement: Legislation, Standards, Funding, Data models, Infrastructure, You, and Patient.] ### 00:20:21 ## THE ROLE And it can be **rewarding**. Because if it is not us, then who? - Legislation - Standards - Funding - Data models - Infrastructure - You - Patient [Diagram showing a vertical arrow labeled "BE INVOLVED" pointing upwards, next to a stack of seven rectangular boxes listing different areas of involvement: Legislation, Standards, Funding, Data models, Infrastructure, You, and Patient.] ### 00:20:44 ## Interested in digital health? ### Resources - **Sparked** sparked.csiro.au Australian FHIR accelerator. Working groups open to non-technical contributors. - **Australian Digital Health Agency** Australian Digital Health Agency – Online Learning Portal training.digitalhealth.gov.au/course/ - **Mina Giang** linkedin.com/in/minagiang connectedeventually.com.au ### My Ecosystem [Network diagram showing interconnected entities in a digital health ecosystem, including Light, My Health Record, Scripty, Managed Intermediary, Pharmacists, Health Consumers, Clinicians, and Carers, along with various services like Government Services, Dispensing Software, Pharmacy Apps, Online Rx Services, Telehealth, and Patient Apps.] [QR code linking to Mina Giang's contact information.] ### 00:21:07 # Interested in digital health? ## RESOURCES - **Sparked** - `sparked.csiro.au` - Australian FHIR accelerator. Working groups open to non-technical contributors. - **Australian Government Australian Digital Health Agency** - Online Learning Portal - `training.digitalhealth.gov.au/course/` - **Mina Giang** - `linkedin.com/in/minagiang` - `connectedeventually.com.au` - [https://connectedeventually.com.au/](https://connectedeventually.com.au/) ## MY ECOSYSTEM [Network diagram showing interconnected entities in a digital health ecosystem, including: Light, Scripty, Managed Intermediary, Pharmacists, Health Consumers, Clinicians, and Carers, with smaller nodes like Government Services, My Health Record, Pharmacy Apps, Telehealth, and Patient Apps.] ### 00:21:32 ## Interested in digital health? ### RESOURCES - **Sparked** sparked.csiro.au Australian FHIR accelerator. Working groups open to non-technical contributors. ### 00:21:57 ### Interested in digital health? #### RESOURCES - **Sparked** `sparked.csiro.au` Australian FHIR accelerator. Working groups open to non-technical contributors. - **Australian Digital Health Agency** Online Learning Portal `training.digitalhealth.gov.au/course/` - **Mina Giang** `linkedin.com/in/minagiang` `connectedeventually.com.au` #### MY ECOSYSTEM [Diagram showing interconnected entities in a digital health ecosystem, including Light, My Health Record, Scripty, Managed Intermediary, Government Services, AIR, Dispensing Software, PPA, Pharmacy Apps, Online Rx Services, Telehealth, Patient Apps, Pharmacists, Health Consumers, Clinicians, and Carers.] [QR code linking to Mina Giang's contact information.] ### 00:22:17 ### Resources - Australian Digital Health Agency - Online Learning Portal training.digitalhealth.gov.au/course/ ### Contact - **Mina Giang** linkedin.com ### 00:22:18 - Australian Digital Health Agency - Online Learning Portal training.digitalhealth.gov.au/course/ ### Mina Giang - linkedin.com/in/minagiang - connectedevent ### 00:23:03 [Three blurry circular diagrams with unreadable text below each] ### 00:23:45 [A white board displaying three simple black icons: a stylized person, a small circle, and a small square.] ### 00:24:07 ## INTENTIONAL WALL OF TEXT - don't consider cognitive load for... - don't ensure the user experience... - assume the icons, patterns, and language we use are easy to understand - don't give people enough information about what to expect - expect that people won't be negatively affected by disruption (alerts, errors) - expect people to be able to troubleshoot or easily find help - don't design for screen readers, voice commands, keyboard-only input, joysticks, and other assistive technologies - expect people and their devices to handle tech requirements without issues [An asterisk-like logo] [Three empty rounded rectangles] ### 00:24:31 - don't consider cognitive load for user inputs and multi-step interactions - don't ensure the user experience works when magnified or with larger text - assume the icons, patterns, and language we use are easy to understand - don't give people enough information about what to expect - expect that people won't be negatively affected by disruption (alerts, errors) - expect people to be able to troubleshoot or easily find help - don't design for screen readers, voice commands, keyboard-only input, joysticks, and other assistive technologies - expect people and their devices to handle tech requirements without issues ## INTENTIONAL WALL OF TEXT [Large asterisk symbol] ### 00:24:53 # digital inclusion, safety in tech - Australian Digital Inclusion Index - Design for Safety (book excerpt) - Privacy is UX - Staying Safe - Consent - Are we taking "consistent connections to the internet" as a given? - What happens to users if their internet connection drops out in the middle of a task? Do we preserve data and states? - How might we design for online safety? - Are any of our design decisions putting the privacy of users at risk? ### 00:25:14 ### User Experience - Intuitive and easy to use - Clear and concise information - Accessible to all users ### Performance - Fast loading times - Responsive and smooth interactions - Optimized for various devices ### Security - Data protection and privacy - Secure authentication - Regular security audits [Three circular icons: one representing user experience (a head with a gear), one representing performance (a globe/network), and one representing security (a shield/lock).] ### 00:25:16 ### User Experience - Intuitive and easy to use - Clear and concise information - Accessible to all users ### Performance - Fast loading times - Responsive and smooth interactions - Optimized for various devices ### Security - Data protection and privacy - Secure authentication - Regular security audits [Three circular icons: one representing user experience (a head with a gear), one representing performance (a globe/network), and one representing security (a shield/lock).] ### 00:25:39 # inclusive design toolkit ### 00:25:59 # inclusive design toolkit ### 00:26:17 # inclusive design toolkit ### 00:26:39 # inclusive design toolkit ### 00:27:00 ## inclusive design toolkit ### 00:27:17 # inclusive design toolkit ### 00:27:19 # inclusive design toolkit ### 00:27:42 # inclusive design toolkit ### 00:28:02 ## inclusive design toolkit ### 00:28:17 # Building your inclusive design toolkit Maria Sereno UX Australia 28 Aug 2026 ### 00:28:38 Maria Sereno UX Australia 28 Aug 2026 ## Building your inclusive design toolkit ### 00:28:59 # Building your inclusive design toolkit ## QUICKSTART ### Context-setting - Transcript available to read during and after. - Will discuss sensitive topics, fraught social issues, and possibly distressing scenarios. - A broad definition of design. **Pragmatic > perfect.** ### Not the why, the **how**. This won't be about why you should design inclusively. We'll talk about how you can apply inclusive design directly to your current work. ### Toolkit = **approach + tools.** Foundational concepts, starting points for questions to shape your research and design decisions, and links ### 00:29:17 ## Building your inclusive design toolkit ## QUICKSTART ### Context-setting - Transcript available to read during and after. - Will discuss sensitive topics, fraught social issues, and possibly distressing scenarios. ### 00:29:22 ## QUICKSTART ### Context-setting - Transcript available to read during and after. - Will discuss sensitive topics, fraught social issues, and possibly distressing scenarios. - A broad definition of design ### 00:29:46 # Building your inclusive design toolkit ## QUICKSTART ### Context-setting - Transcript available to read during and after. - Will discuss sensitive topics, fraught social issues, and possibly distressing scenarios. - A broad definition of design. Pragmatic > perfect. ### Not the why, the how. This won't be about why you should design inclusively. We'll talk about how you can apply inclusive design directly to your current work. ### Toolkit = approach + tools. Foundational concepts, starting points for questions to shape your research and design decisions, and links to further reading. [https://bit.ly/inclusive-design-toolkit](https://bit.ly/inclusive-design-toolkit) [QR code linking to https://bit.ly/inclusive-design-toolkit]