transforming health care with service design – global service design conferenc 2013

Transforming health care with Service Design

G L O B A L S E R V I C E D E S I G N C O N F E R E N C E 2 0 1 3 M O N T A N A C H E R N E Y & S T E F A N M O R I T Z

2

Significant paradigm shist

From the industrial socie To the networked socie

| 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz 2

Image: hp://sealetimes.com/html/photogalleries/nationworld2020784937/30.html

Connectivi

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Mobili

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United Hatzalah of Israel

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Image: hp://pakmed.net/college/forum/wp-content/uploads/2013/02/08-pakmed-net-february-01-2013-medical-education-86df.jpg

Between people, for people

Mobisante

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Health and health care are changing.

Health today:

01. Reactive, disease-focused and episodic

Health Care today:

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01. Reactive, disease-focused and episodic

Inefficient, ineffective and unintelligent 02.

Health Care today:

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Health Care today:

Fragmented and disconnected 03.

Inefficient, ineffective and unintelligent 02.

01. Disease-focused, reactive and episodic

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Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Technological & Scientific Advancements

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Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Access

Control

Value

Convenience

Enjoyment

Users Needs & Expectations

Technological & Scientific Advancements

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Potential for Transformation

Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Users Needs & Expectations

Technological & Scientific Advancements

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Access

Control

Value

Convenience

Enjoyment

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Change is hard.

Faster service, beer outcomes, lower costs

Patients:

Greater efficiency for beer care

Doctors & Nurses:

Greater efficiency and reduced costs

Providers:

Increase value for their money

Payers:

More actively support their loved ones

Family & Friends:

Beer support the health of themselves and the communi

Communi:

Safe, cost-effective and differentiated products and services to meet users’ needs

Pharma / Bio Tech / Med Tech:

Serve more users whenever, wherever

IT / Tech / Telco:

Touch users in more and more areas of their lives

Others:

Not easy but possible.

User-Driven Change

COMMUNICATION BANKING MUSIC HEALTH CARE

It has happened before.

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The time to act is now.

User-Driven Change

COMMUNICATION BANKING MUSIC HEALTH CARE

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Access to care, access to data

Democratized Holistic picture of patients for individualized solutions

Personalized

Care happens all the time and everywhere

Anytime Anywhere

Anyone can be a care provider and everyone will work together to provide care

Collaborative

Health Care tomorrow:

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A New Care Paradigm:

. Proactive

. Preemptive

. Preventative

. Predictive

Unlocking the transformation.

ECDC provides guidance to European member states to help prevent and control diseases. This is currently met by data analysis, knowledge management and communication best practise, which are distributed in reports, briefings and guidance documents.

Proactive guidance

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The direct impact of ECDC is many steps removed from the patients in the local member state countries.

Many steps

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We designed and tested to explore a fundamentally new way for ECDC to work with member states. It placed a temporary innovation lab close to a relevant health facili to engage with health professionals in generating insights and co-creating new solutions, test protopes around a selected issue.

Co-creation lab

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Sharper focus

Faster results

Relationships

Internal engagement

Tangible ideas

Roadmaps

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This intervention made clear that it’s possible to get far by pre small means. “ Participant

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OPD Data Management Médecins Sans Frontières

MSF provides medical care in low-resource and emergency seings providing a wide varie of services where operational flexibili is one of our core competences.

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| 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz 36

Framing the problem together

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Creating a tangible vision of the future to align and engage stakeholders

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A national centre to test Service Design in health care – Experio Lab in Värmland coun council in Sweden.

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EXPERIENCE Improving the patients experience

and creating knowledge.

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TRANSFORMATION The process of geing beer and

the change of behaviour.

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JOURNEY Patient journey over time and

maturi as well as scaling the lab.

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Curiosi and empathy for real people

Courage to dream about a beer future

Collaboration to do something about it

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Example project: The patient journey

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Stakeholders that directly and indirectly influence the patient journey work in separate areas. The patient experience is disjointed and not satising for patients and not efficient for the system.

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By moving out of the system one joint group was set up. For eight weeks this group met every Friday for a short intense workshop.

Eye opening. Improvements, ideas and insights along the way.

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Each of three teams followed a real life patient case all the way through. Documenting each step, mapping out the journey, stepping back and making sense.

Team 1

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Stop-motion film as a tool to document and communicate the journey.

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Think big. Start small.

Reflection What inspired you? What can you do tomorrow? What future would you like?

The 10-10-10 Rule: Evolve with users over time.

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Evolve with Users over time

The 10-10-10 Rule

Change from Within: By the communi, for the communi.

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Connect to Connect: Connected products connect patients to themselves, caregivers and providers.

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Gather, Analyze, Apply: Big data made meaningful through intelligence. | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz 53

Seamless Integration: Work with the flow, not against it.

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Lets start transforming.

THANK YOU!

Stefan.Moritz@veryday.com

@st_moritz

S T O C K H O L M / N E W Y O R K / L O N D O N / S H A N G H A I / V E R Y D A Y . C O M