My Health Data 
Namrata Rana 
The Customer Experience Company
Why don’t patients take their 
medicine on time? 
Why don’t patients follow doctor 
instructions?
It’s because 
Behavior Change 
is tough 
Prescriptions / 
Exercise / Diets all 
involve behavior 
change
Patient 
Dilemma 
I don’t know 
what to do
Patient 
Dilemma 
I know what to 
do but I can’t 
seem to do it
I am Ready = Guide me 
I don’t know what to do 
or 
I know what to do but I can’t seem to do it GUIDE ME 
People are becom...
Inform = Educate me 
Information to engage people, to help people 
and to change the course of their lives EDUCATE ME 
The...
= Engage me 
What patients want.. Behavior 
We do not behave in our own interest a lot of the 
time, especially when our e...
MY HEALTH 
I am Ready = Guide me 
I don’t know what to do 
or 
I know what to do but I can’t seem to do it 
Information 
I...
But... 
YOU CAN ONLY HELP ME IF 
YOU KNOW WHO I AM.....
ABC123456 
Hospital ID 
I am more than the 
ID you have given 
me 
YET YOU RECOGNIZE 
ME AS A NUMBER
I COMMUNICATE THROUGH 
ABC123456 
A hospital ID 
tinachad@abd.com 
Email 
Tina 
Facebook 
@imaginethis 
Twitter 
+91 12345...
I IMPACT WHAT OTHERS 
THINK OF YOU 
ABC123456 
A hospital ID 
Anita, Jay, Rati 
Friends 
Children, Wife, Parents 
Family 
...
How will you collect information about me ? 
My Presence What I DO 
Person
HOW WILL YOU ENGAGE ME ? 
A process to monitor, 
engage and manage 
conversations and 
relationships with 
existing and pr...
Engage me through multiple channels 
Single view of the customer is far more complex to achieve. Besides internal informat...
HOW CAN WE USE PATIENT 
DATA TO DRIVE BETTER 
HEALTH?
My Information 
Tests 
Reports 
Treatments 
Documents 
Procedures 
Progress 
Information 
Simple Design 
Non Medical Langu...
So... 
UNDERSTAND ME 
ENGAGE ME 
HELP ME HELP MYSELF
Futurescape, Delhi 
Level 4, Rectangle 1, Commercial Complex D4 
Saket, Behind Sheraton, Delhi 
New Delhi – 110017, INDIA ...
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Using Health Data : Help Me Help Myself

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Why don’t patients take their medicine on time?

Why don’t patients follow doctor instructions?


There's an emotional connection to information because it's from us. That information then needs to be connected to choices, needs to be connected to a range of options, directions that we might go to -- trade-offs, benefits.

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Using Health Data : Help Me Help Myself

  1. 1. My Health Data Namrata Rana The Customer Experience Company
  2. 2. Why don’t patients take their medicine on time? Why don’t patients follow doctor instructions?
  3. 3. It’s because Behavior Change is tough Prescriptions / Exercise / Diets all involve behavior change
  4. 4. Patient Dilemma I don’t know what to do
  5. 5. Patient Dilemma I know what to do but I can’t seem to do it
  6. 6. I am Ready = Guide me I don’t know what to do or I know what to do but I can’t seem to do it GUIDE ME People are becoming more and more health conscious and want to take good care of their health. They have loads of information, knowledge and resources to refer, but don’t have the expertise to take decisions on what is the best treatment, medicine, exercise, approach, solution to take care of their health. What patients want..
  7. 7. Inform = Educate me Information to engage people, to help people and to change the course of their lives EDUCATE ME There is a emotional connection to information because it’s from us. Reports are not just information for people, it’s an opportunity for them to act, change their lives. That's what engagement is... Help me understand what the data is? What are my choices and What’s next? How do I integrate this information into the longer course of my life ? What patients want..
  8. 8. = Engage me What patients want.. Behavior We do not behave in our own interest a lot of the time, especially when our emotions get in the way. ENGAGE ME How can we use People, Technology and Information to give people a chance to consider their healthcare behavior in order to make better choices and live better healthy life ? Recognize opportunities to engage people and help them to change the course of their lives.
  9. 9. MY HEALTH I am Ready = Guide me I don’t know what to do or I know what to do but I can’t seem to do it Information Information to educate / help Behavior = Educate me = Engage me We do not behave in our own interest a lot of the time, especially when our emotions get in the way. Can you help me change?
  10. 10. But... YOU CAN ONLY HELP ME IF YOU KNOW WHO I AM.....
  11. 11. ABC123456 Hospital ID I am more than the ID you have given me YET YOU RECOGNIZE ME AS A NUMBER
  12. 12. I COMMUNICATE THROUGH ABC123456 A hospital ID tinachad@abd.com Email Tina Facebook @imaginethis Twitter +91 1234567890 Mobile No
  13. 13. I IMPACT WHAT OTHERS THINK OF YOU ABC123456 A hospital ID Anita, Jay, Rati Friends Children, Wife, Parents Family Boss, Colleagues Colleagues Online community of 200 people on Facebook and 1500 on Twitter Social Network
  14. 14. How will you collect information about me ? My Presence What I DO Person
  15. 15. HOW WILL YOU ENGAGE ME ? A process to monitor, engage and manage conversations and relationships with existing and prospective customers and influencers across the Internet, social networks and digital channels.
  16. 16. Engage me through multiple channels Single view of the customer is far more complex to achieve. Besides internal information, the company must rely on external information such as customer profiles in social networks and behavior.
  17. 17. HOW CAN WE USE PATIENT DATA TO DRIVE BETTER HEALTH?
  18. 18. My Information Tests Reports Treatments Documents Procedures Progress Information Simple Design Non Medical Language Short Overview Guided Explanation Help me understand my data. Represent information in a simple way I can understand and make better decisions
  19. 19. So... UNDERSTAND ME ENGAGE ME HELP ME HELP MYSELF
  20. 20. Futurescape, Delhi Level 4, Rectangle 1, Commercial Complex D4 Saket, Behind Sheraton, Delhi New Delhi – 110017, INDIA Futurescape, Mumbai Level 2, Raheja Centre Point 294 CST Road Near Mumbai University Off Bandra–Kurla Complex, Santacruz (E) Mumbai – 400098, INDIA Telephone: +91 9910201783 +91 (11) 6654 4196 Email: innovate@futurescape.in Web: www.futurescape.in Twitter: @futurescape

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