Four Meta-strategies for Design and Management

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Talk I gave at the MX Conference 2012 ( hosted by Adaptive Path. …

Talk I gave at the MX Conference 2012 ( hosted by Adaptive Path.

Keynote presentation can be seen at:

Similar presentation was given at the Service Design Network (SDN) Conference 2011 in San Francisco (

More in: Design , Business
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  • 8. FACTS VALUES Strategy of VALUES INTERPRETATION FACTS DESIGN Select data that havethe capacity to shape and reshape how organizations andpeople view products
  • 9. FACTS VALUES Strategy of VALUES INTERPRETATION FACTS DESIGN Select data that havethe capacity to shape and reshape how organizations and ©2008 Kipum Lee, personal collectionpeople view products
  • 10. FACTS VALUES Strategy of VALUES INTERPRETATION FACTS DESIGN MANAGEMENT Select data that have Cultivate environmentsthe capacity to shape that invite multiplicity and reshape how of interpretations and organizations and not an unambiguouspeople view products interpretation of data
  • 12. TRADITION INNOVATION Strategy ofINNOVATION INVENTION TRADITION DESIGN Rethink ux design concepts, methods, principles (e.g. experience mapping, use cases, etc)
  • 13. ARCHITECTURE: COFFEE VENDING MACHINECURRENT USER / INTERACTION PROCESS PHYSICAL Break Vending Coffee Vending Coin Change Break Cup of EVIDENCE Room Machines Machine Slot Drink Menu Complement Menu Size Menu Slot Room Coffee Lids decision decision decision decision Get Beverage CUSTOMER point Read Machine point point point Get Change 1.Bend down ACTIONS Arrive Insert Money Press Button Press Button Press Button Wait Find Lid Machine Instructions Drink Complement Size (if applicable) 2.Lift Door Selection Selection Selection Selection 3.Get cup LINE OF INTERACTION ONSTAGE Illuminate Illuminate Illuminate Dispense Dispense Illuminate MACHINE INTERACTION Credits Money Complement Drink Options Size Options Change Beverage Door TRADITION INNOVATION Options LINE OF VISIBILITY BACKSTAGE Brewing & Dispense Dispensing MACHINE PROCESS Change Beverage LINE OF MACHINE INTERACTION SUPPORT Collect Supply Supply Supply Supply PROCESSES Money Machine Machine Machine Machine Stock Lids (Coffee) (Complements) (Cups) (Coins) GEORGEIMPROVEMENTS Strategy of INNOVATION INSTRUCTIONS & MENU The layout of the instructions is separate from the menu, such that the user has to take time to read and understand how exact- ly to use the machine, and then consider what options are avail- able. If each step of the instructions is laid out in sequence of ordering with the corresponding menu buttons below, the user is PAYMENT OPTIONS The only form of payment accepted is cash and coins. INVENTION The option of electronic payment would take effect in several ways: Less time searching for change. No need for exact change. No forgetting to take change. DISPENSER DOOR & LOCATION The filled cup of beverage is dispensed at a location that is awkard for most users. It requires the user to have to bend down and open a hatch, which can be inconvenient if already carrying TRADITION other items. Visibility of the cup is also limited, so grasping the hot cup can be hazardous & may lead to spillage. By moving the dispenser location up higher and to the right, in LID LOCATION Lids are located in an area several feet away from the machine, so most users are not even aware of the availability, or have to spend time searching for them. Storing the lids either on or closer to the machine would make users aware of the presence of the lids, and also reduce time spent searching for them while holding a hot cup of coffee. guided through the process of beverage selection in a swift and More convenience when having to handle multiple alignment with the payment location, it would allow for more flowing manner. items while reaching down to take change and convenience & ultimately less spillage. Also, if the door was on coffee cup. hinges so it could stay open, this would allow the user to conve- niently do everything with only one hand, if necessary. PHYSICAL Break Vending Coffee Vending Drink Complement Size Break Cup of Lids EVIDENCE Room Machines Machine Menu Menu Menu Room Coffee CUSTOMER ACTIONS LINE OF INTERACTION Arrive DESIGN decision point Machine Selection Read Instruction 1. Insert Money Read Instruction 2. Select Drink Read Instruction 3. Select Complement Read Instruction 4. Select Size Wait Get Beverage 1.Open Door 2.Get cup Get Lid ONSTAGE Illuminate Illuminate Illuminate Dispense Illuminate Rethink ux design MACHINE INTERACTION LINE OF VISIBILITY Credits Money Drink Options Complement Options Size Options Beverage Door concepts, methods, BACKSTAGE MACHINE PROCESS Brewing & Dispensing Beverage principles (e.g. LINE OF MACHINE INTERACTION experience mapping, SUPPORT PROCESSES Collect Money Supply Machine (Coffee) Supply Machine (Complements) Supply Machine (Cups) Stock Lids ©2011 Kandy Hricik(Case), Harini Katsuri (CIA), students use cases, etc)Kandy Hricik Sep. 22, 2011Harini KasturiDesign in ManagementAssignment 5: Service Blueprinting
  • 14. TRADITION INNOVATION Strategy ofINNOVATION INVENTION TRADITION DESIGN MANAGEMENT Rethink ux design Inform from experience concepts, methods, which ideas have possibility principles (e.g. to see the light of day and experience mapping, support accordingly; use cases, etc) preserve enduring products
  • 16. UNIVERSALS PARTICULARS Strategy ofPARTICULARS CONNECTION UNIVERSALS DESIGN Design with an awareness of patterns; pick a problem worth solving/resolving; begin with universal problems
  • 17. Blueprint of discharge Recovering Accepting Choosing Planning Learning Leaving Transitioning Patient is on medication and Many times, patient will be Patients will have to make Patients/family and the Patient is given instructions Patient has been given the Patient is in the care of is waiting to hear information told that going home will not a decision with family about nursing staff will plan the regarding medications, a recap approval to leave and must a family doctor or other Patient from physician on next steps. be possible; in some cases, what to do; at this point, logistics of where the patient of the treatment or procedure, manage to gather belongings caregivers at another location. UNIVERSALS PARTICULARS Actions Patient’s assessment: how the option is to go to a rehab patients may choose which will be heading and may even and extensive information for and concern about billing and Patient (and family) may be they feel v. how they usually facility/long-term care (LTC) or nursing home or rehab center arrange transportation details. reference once patient is gone. payment. adjusting to another lifestyle. at home. skilled nursing facility (SNF). to stay. Optimizing Family may be Asking patient Patient consults with Intern/attending tells Patient & family Patient can physical directly involved in and family what is caregivers to decide patient she/he is to presented with access MyChart parameters finding a facility meaningful to them where to transition be discharged soon instructional info (EMR) Teaching & assessing Explaining/estimating Providing options Discharging Educating Continuing care Physician may bring in Discussing d/c with patients Based on patient’s insurance Resident/intern and sometimes Usually the nurse provides Outpatient medical team residents/interns into the and giving wishy-washy, Strategy of and condition, caregivers will the attending will let the d/c summary notes along with may take over at this point. PARTICULARS UNIVERSALS Caregiver Actions room and discuss patient’s varying estimates of when have gathered some possible patient know that he/she is other information, such as May reinforce medication or condition in front of interns. patient may be discharged. locations to where patients ready to leave. More accurate medication instructions, to may provide instruction(s) CONNECTION Other caregivers are can transition. The other estimate of discharge time patient at this point. contrary to what patient assessing various data. option is going home. presented. heard at Clinic. Chief/attending Filtering and Once patient/familyline of visibility teaches how to doing background has selected a place, assess patient paperwork caregiver can take care of logistics Assessing: biomedical Researching Finalizing d/c orders DESIGN Physician is trying to optimize Intern discussing d/c with case Intern (or physician) is biomedical condition. May management or d/c planner. finalizing d/c orders. This is not have continuity of care needed for nurses to do their (same doctor as before). Researching and contacting job of instructing the patient. “Technicians” and not possible rehab or nursing Rehab/nursing facilities need Summarizing d/c orders Moving along Arranging follow-up “holistic healers” may see facilities for patient to go to. to have this to prepare in Design with an their work done at this point. Intern starts d/c summary (personalized narrative advance. Attending or intern at this point does not really know what Possible home-care nurses or home teams may visit homes.Backstage Caregiver awareness of patterns; “Will patient be able to function Dance between biomed & functional Back and forth with rehab/ for what happened during patient’s stay). D/c orders used to prep at rehab/ has happened with patient. They have most likely moved Visiting Nurse Association Actions at home?” assessment nursing facilities nursing facility on to other patients or may (VNA), independent pick a problem worth Assessing: functional Communicating Sent to attending for Coordinating be in the middle of providing Transmitting patient info organization may visit. approval. treatment/surgery. solving/resolving; begin Nurses usually in charge of this. For worst cases, need a Case managers communicating with potential Case managers will coordinate with rehab or nursing facility Caregivers should transmit information about patient to social worker or d/c planner. rehab or nursing facilities and if patient requires a transition ©2011 Kipum Lee, personal collection outpatient medical team. with universal problems determining feasibility and to another venue. This is
  • 18. UNIVERSALS PARTICULARS Strategy ofPARTICULARS CONNECTION UNIVERSALS DESIGN MANAGEMENT Design with an Respect the method of awareness of patterns; going from particulars to pick a problem worth universals; it is important solving/resolving; begin to get your hands dirty with universal problems
  • 20. PARTS WHOLES Strategy of WHOLES SYSTEMATIZATION PARTS DESIGN Move from product to the principle of the organization (e.g.product to “innovation,” product to “care,” etc)
  • 21. Kinds of healthcare innovation Humanistic care Quality & safety innovation Service innovation University of Pittsburgh Medical Center Kaiser Permanente (Garfield Center) (Center for Quality Improvement & Innovation) PARTS WHOLES Mayo Clinic (SPARC) Reagan UCLA Arizona State University (Center for Health Quality & Innovation) (Herberger Institute) Massachusetts General Hospital Johns Hopkins Hospital Strategy of (Stoeckle Center for Primary Care Innovation) WHOLES PARTS (Center for Innovation in Quality Patient Care) Discovery Invention SYSTEMATIZATION Cleveland Clinic University Hospitals - Ohio (Research & Innovation Center) Barnes - Jewish/Washington University DESIGN Mount Sinai Hospital Duke University - Medical & Business School (Center for Entrepreneurship & Innovation) University of Washington New York - Presbyterian Medical Center Move from product to University of Michigan Health System Hospital of the University of Pennsylvania (Medical Innovation Center) the principle of the Biomedical Technological/ organization (e.g. research innovation device innovationproduct to “innovation,” Mechanistic care ©2011 Kipum Lee, personal collection product to “care,” etc)
  • 22. INTRODUCTION PROBLEM HYPOTHESIS & RESEARCH PRODUCT CONCLUSION Dignity blanket PARTS WHOLES Strategy of WHOLES THEMES SYSTEMATIZATION INSIGHTS FROM RESEARCH PARTS treatment to people they know when they think patients and DESIGN clothes, and have to expose their body parts families are not looking Move from product to Recovering Accepting Choosing Planning Learning Leaving Transitioning the principle of the organization (e.g. Teaching & Explaining & Providing Continuing Discharging Educatingproduct to “innovation,” Assessing Estimating Options Care ©2011 Kipum Lee, personal collection product to “care,” etc)
  • 23. PARTS WHOLES Strategy of WHOLES SYSTEMATIZATION PARTS DESIGN MANAGEMENT Move from product to Move from principle the principle of the (e.g. brand “pillars”) to organization (e.g. expression of the wholeproduct to “innovation,” in lived experiences in product to “care,” etc) an organization
  • 25. THANKS!kipumlee@gmail.comhttp://placesofdesign.comhttp://kipworks.comtwitter: @kipum