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Each Turn of a Page Adds New Stress
When Mason turned to Step Number 2, we saw a large spike in skin conductance. On each page is novel information—new pieces and new instructions. This new information alerts Mason. Originally, when building digital instructions, animated videos were added to instruction introductions, but we removed them as it added too much stress.
Eliminate Choice from Directions
When this patient was learning how to use a self-injection device, the instructions told him to use 2-5mL of insulin. However, he was confused, “Is it 2 or 5mL?” He wanted the exact amount. Being told to use 3mL would reduce the stress of patients as the room for ‘error’ is reduced. The same stress is shown again when the patient is asked to select a body place for the injection: legs, arms, and abdomen. The instructions would have been less stressful if they said, “Inject in the arm of your nondominant hand … for future times you can also inject in your legs, other arm, and abdomen.”