Slide 1 © Fjord 2012 | Confidential
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4
We help the world’s leading busines...
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5
We work with the world’s top brands
We help our clients in powerful transformations
PIVOT
“I SPEND MY LIFE
ON THIS APP.”
ACCELERATE
“CITIBANK'S TABLET APP
TRA...
Our engagements are unique, but we
use standard methods
Not all engagements include all phases, and methods are not fixed ...
Slide 6 © Fjord 2012 | Confidential
Health and Wellness
How digital technology is transforming the Health and Wellness sec...
Slide 7 © Fjord 2012 | Confidential
The digitally literate
turn into e-Patients
Slide 8 © Fjord 2012 | Confidential
Who needs doctors, anyway?
Slide 9 © Fjord 2012 | Confidential
Medical and consumer technology
merge together
Slide 10 © Fjord 2012 | Confidential
Quantification is moving from
sports to well-being
Slide 11 © Fjord 2012 | Confidential
The smartphone
turns into
a diagnostic tool
Measuring his
heart rate
Slide 12 © Fjord 2012 | Confidential
The aspiration
Slide 13 © Fjord 2012 | Confidential
The Doctor-Patient Gap
DOCTOR PATIENT
Slide 14 © Fjord 2012 | Confidential
“The patient is the most underused
resource in medicine.”
David deBronkart
Slide 15 © Fjord 2012 | Confidential
Patient generated data
Slide 16 © Fjord 2012 | Confidential
Technology + User Centred Design
• Poka-Yoke
(mistake proofing)
• Usability
• Ergonom...
Slide 17 © Fjord 2012 | Confidential
This did not replace
the doctor.
Nor will this.
Slide 18 © Fjord 2012 | Confidential
Slide 19 © Fjord 2012 | Confidential
What if...
Slide 20 © Fjord 2012 | Confidential
What if...
Slide 21 © Fjord 2012 | Confidential
FROM DOCTOR TO COACH
FROM PATIENT TO PLAYER
Slide 22 © Fjord 2012 | Confidential
DESIGNER-DOCTOR
COLLABORATION
Slide 23 © Fjord 2012 | Confidential
Paediatric Growth Chart
Slide 24 © Fjord 2012 | Confidential
Harvard Medical School
Slide 25 © Fjord 2012 | Confidential
The Numbers Challenge
Slide 26 © Fjord 2012 | Confidential
“Don’t confuse data
with information!”
Slide 27 © Fjord 2012 | Confidential
WISDOM
KNOWLEDGE
INFORMATION
Meaning from data
UNDERSTANDING
DATA
CONTEXT
understandi...
Slide 28 © Fjord 2012 | Confidential
The element that
went missing
Slide 29 © Fjord 2012 | Confidential
Mechanised systems
Slide 30 © Fjord 2012 | Confidential
Don’t freak people out
Probably nothing 82%
Slide 31 © Fjord 2012 | Confidential
Adding
context
BEFORE
AFTER
Slide 32 © Fjord 2012 | Confidential
Adding
context
Test Name In Range Out of Range Reference Range Lab
CHOLESTEROL 211 12...
Slide 33 © Fjord 2012 | Confidential
Glorified pedometers
Slide 34 © Fjord 2012 | Confidential
From achieving to maintaining.
Slide 35 © Fjord 2012 | Confidential
Chart Fatigue
So What?
Slide 36 © Fjord 2012 | Confidential
Benefit VS Cost
Slide 37 © Fjord 2012 | Confidential
What if...
Slide 38 © Fjord 2012 | Confidential
The Behavioural Change
Challenge
Slide 39 © Fjord 2012 | Confidential
Learn from gaming
This is a leader board, you just don’t see
the names of the other p...
Slide 40 © Fjord 2012 | Confidential
Feedback Loop
Slide 41 © Fjord 2012 | Confidential
The power of habit
Slide 42 © Fjord 2012 | Confidential
Introducing new habits is complex
EDUCATIONENFORCEMENTENGAGEMENT
Slide 43 © Fjord 2012 | Confidential
What if...
Slide 44 © Fjord 2012 | Confidential
What if...
Slide 45 © Fjord 2012 | Confidential
What if...
Slide 46 © Fjord 2012 | Confidential
Summary
Doctor-Patient Gap
1. From doctor to coach
2. From patient to player
Numbers
...
www.fjordnet.com@fjordnet martin.charlier@fjord.co.uk
THANKS
Martin Charlier
@marcharlier
Martin.Charlier@fjord.co.uk
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Digital Health And Wellness

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A talk I gave at Digital Health Professionals network sharing our views on Service Design and Health and Wellness.

Published in: Business, Technology

Digital Health And Wellness

  1. 1. Slide 1 © Fjord 2012 | Confidential
  2. 2. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4 We help the world’s leading businesses create great services through the power of design LONDON • HELSINKI • BERLIN • MADRID • NEW YORK • STOCKHOLM • PARIS • SAN FRANCISCO • ISTANBUL
  3. 3. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5 We work with the world’s top brands
  4. 4. We help our clients in powerful transformations PIVOT “I SPEND MY LIFE ON THIS APP.” ACCELERATE “CITIBANK'S TABLET APP TRANSFORMS THE DIGITAL BANKING EXPERIENCE” DISRUPT “YOU'VE REALLY PUSHED US TO THINK DIFFERENT ABOUT MOBILE PAYMENTS, AND THE DELIGHT YOU'VE CREATED IN THIS WORK ARE UNIQUE IN THIS CATEGORY” iTunes App Store Review from IsThis15Letters — Forrester, 2012 — — Head of Product Division at Intuit — | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 10
  5. 5. Our engagements are unique, but we use standard methods Not all engagements include all phases, and methods are not fixed to specific phases. Often methods are reinvented based on client needs | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 11 DISCOVER DESCRIBE DESIGN DEVELOP RELEASE
  6. 6. Slide 6 © Fjord 2012 | Confidential Health and Wellness How digital technology is transforming the Health and Wellness sector. And how it affects digital service design.
  7. 7. Slide 7 © Fjord 2012 | Confidential The digitally literate turn into e-Patients
  8. 8. Slide 8 © Fjord 2012 | Confidential Who needs doctors, anyway?
  9. 9. Slide 9 © Fjord 2012 | Confidential Medical and consumer technology merge together
  10. 10. Slide 10 © Fjord 2012 | Confidential Quantification is moving from sports to well-being
  11. 11. Slide 11 © Fjord 2012 | Confidential The smartphone turns into a diagnostic tool Measuring his heart rate
  12. 12. Slide 12 © Fjord 2012 | Confidential The aspiration
  13. 13. Slide 13 © Fjord 2012 | Confidential The Doctor-Patient Gap DOCTOR PATIENT
  14. 14. Slide 14 © Fjord 2012 | Confidential “The patient is the most underused resource in medicine.” David deBronkart
  15. 15. Slide 15 © Fjord 2012 | Confidential Patient generated data
  16. 16. Slide 16 © Fjord 2012 | Confidential Technology + User Centred Design • Poka-Yoke (mistake proofing) • Usability • Ergonomics • Human-Computer- Interaction • Communication
  17. 17. Slide 17 © Fjord 2012 | Confidential This did not replace the doctor. Nor will this.
  18. 18. Slide 18 © Fjord 2012 | Confidential
  19. 19. Slide 19 © Fjord 2012 | Confidential What if...
  20. 20. Slide 20 © Fjord 2012 | Confidential What if...
  21. 21. Slide 21 © Fjord 2012 | Confidential FROM DOCTOR TO COACH FROM PATIENT TO PLAYER
  22. 22. Slide 22 © Fjord 2012 | Confidential DESIGNER-DOCTOR COLLABORATION
  23. 23. Slide 23 © Fjord 2012 | Confidential Paediatric Growth Chart
  24. 24. Slide 24 © Fjord 2012 | Confidential Harvard Medical School
  25. 25. Slide 25 © Fjord 2012 | Confidential The Numbers Challenge
  26. 26. Slide 26 © Fjord 2012 | Confidential “Don’t confuse data with information!”
  27. 27. Slide 27 © Fjord 2012 | Confidential WISDOM KNOWLEDGE INFORMATION Meaning from data UNDERSTANDING DATA CONTEXT understanding relations understanding patterns understanding principles
  28. 28. Slide 28 © Fjord 2012 | Confidential The element that went missing
  29. 29. Slide 29 © Fjord 2012 | Confidential Mechanised systems
  30. 30. Slide 30 © Fjord 2012 | Confidential Don’t freak people out Probably nothing 82%
  31. 31. Slide 31 © Fjord 2012 | Confidential Adding context BEFORE AFTER
  32. 32. Slide 32 © Fjord 2012 | Confidential Adding context Test Name In Range Out of Range Reference Range Lab CHOLESTEROL 211 125-209 mg/dL 63 BEFORE AFTER
  33. 33. Slide 33 © Fjord 2012 | Confidential Glorified pedometers
  34. 34. Slide 34 © Fjord 2012 | Confidential From achieving to maintaining.
  35. 35. Slide 35 © Fjord 2012 | Confidential Chart Fatigue So What?
  36. 36. Slide 36 © Fjord 2012 | Confidential Benefit VS Cost
  37. 37. Slide 37 © Fjord 2012 | Confidential What if...
  38. 38. Slide 38 © Fjord 2012 | Confidential The Behavioural Change Challenge
  39. 39. Slide 39 © Fjord 2012 | Confidential Learn from gaming This is a leader board, you just don’t see the names of the other players.
  40. 40. Slide 40 © Fjord 2012 | Confidential Feedback Loop
  41. 41. Slide 41 © Fjord 2012 | Confidential The power of habit
  42. 42. Slide 42 © Fjord 2012 | Confidential Introducing new habits is complex EDUCATIONENFORCEMENTENGAGEMENT
  43. 43. Slide 43 © Fjord 2012 | Confidential What if...
  44. 44. Slide 44 © Fjord 2012 | Confidential What if...
  45. 45. Slide 45 © Fjord 2012 | Confidential What if...
  46. 46. Slide 46 © Fjord 2012 | Confidential Summary Doctor-Patient Gap 1. From doctor to coach 2. From patient to player Numbers 1. Turn data into information 2. Beware too much automation 3. Chart Fatigue: Move beyond numbers Behaviour Change 1. Create feedback loops 2. Build on top of habits
  47. 47. www.fjordnet.com@fjordnet martin.charlier@fjord.co.uk THANKS Martin Charlier @marcharlier Martin.Charlier@fjord.co.uk
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