HXD Vancouver MeetUp Service Design in Healthcare

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A presentation by Tamsin Smith on Service Design in Healthcare

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HXD Vancouver MeetUp Service Design in Healthcare

  1. 1. WHAT DOES SERVICE DESIGNHAVE TO OFFER HEALTHCARE?
  2. 2. 4 QS• What is Service Design?• How do we apply to Healthcare?• Some examples•How can Service Design be of service?
  3. 3. @TAMSINA Story-teller Brings vision to life Facilitator Holistic-thinker Co-creation Eco-systems and business models Problem-framer Capability-builderAddress the cause just the Tools and training symptoms Human-centered Insight & Empathy builder * skills of a service designer
  4. 4. My observations of...Service cultural service experiences
  5. 5. STREET RULESLondon
  6. 6. I STOP TRAFFIC!Vancouver
  7. 7. DRAK ART OF LINE-UPSLondon
  8. 8. RESPECTABLE LINE-UPS?Vancouver
  9. 9. PUB CULTURELondon
  10. 10. I CAN’T STAND?Vancouver
  11. 11. WHAT IS SERVICE DESIGN?
  12. 12. Service design is the process of improvingexperiences that happen across multiple touchpoints over time
  13. 13. Orchestrates people,infrastructure, communication andmaterial components of a service.
  14. 14. I AM A SERVOID
  15. 15. int dyn mu mu perI AM A SERVOID
  16. 16. WHY SERVICE DESIGN?
  17. 17. •80% service economy, re-definition of good service•Product focus limits potential solutions•Great products dont mend broken services•Create better customer and staff experiences•Using data to create meaningful dialogue•Need to work smarter and better•Chance to impact organization•Greater opportunity to improve peoples lives
  18. 18. 2 BEST WEAPONS
  19. 19. 1. JOURNEY MAPPING2. EXPERIENCE PROTOTYPING
  20. 20. JOURNEY MAPPINGA highly visual large-scale graph describes all the experiences acustomer has as they encounter service
  21. 21. JOURNEY MAPPINGA highly visual large-scale graph describes all the experiences acustomer has as they encounter service Stages Actions Behaviour meaningful chunks what people are needs feelings and of activities doing perceptions Context Products People who is involved place and and Services processes
  22. 22. PRESENTING RESEARCH Behaviour People StagesProducts Processes Communications
  23. 23. PRESENTING OPPORTUNITIES
  24. 24. SHOWCASING IDEAS
  25. 25. JOURNEY MAPPINGHowStart with the building blocksTell a visual storyThink before, during and afterDesign across touchpoints, channels and experiencesWhyUnderstanding the realities of people’s livesIdentifying moments of truth (got it right!)Where and when to deliver specific functionsDesigning and overhauling systems and processesEstablishing and communicating ideas
  26. 26. DIFFERENT TO UX DESIGN?• Not just the interface, but the experience and the organization• UX more virtual, depth, technical, device-centric• SDmore physical, qual, facilitative, breadth, building capability and new biz models• Being asked a bigger question• Requires change, you end up training people• Pitch against management consultants
  27. 27. HOW DO WE APPLY TO HEALTHCARE?
  28. 28. WHAT IS HEALTHCARE SERVICE DESIGN?
  29. 29. HOW CAN WE APPLY SERVICE DESIGN TO HEALTHCARE? Health system/organization Health service experiences Health products My community User
  30. 30. HOW CAN WE APPLY SERVICE DESIGN TO HEALTHCARE? system system system experiences experiences experiences products products products Fitness Well being Health care
  31. 31. HOW CAN WE APPLY SERVICE DESIGN TO HEALTHCARE? Governing College of sport body Naturopaths Hospital Gym visit Naturopath visit Physician visit Tracking Support Reminder devise network app Fitness Well being Health care
  32. 32. • Improve system productivity• Improve patient/customer product and service experiences• Radically re-design services and experience Governing College of sport body Naturopaths Hospital Gym visit Naturopath visit Physician visit Tracking Support Reminder devise network app Fitness Well being Health care
  33. 33. EXAMPLES• Improve healthcare system productivity = NHS Institute for innovation• Improve experience = Fuel For, Health Can and Good Gym• Re-design business models = Citizens University and Tyze
  34. 34. NHS INSTITUTE OF INNOVATION• Improve healthcare system productivity system system systemexperiences experiences experiences products products productsFitness Well being Health care
  35. 35. FUELFOR• Experientially improving patient experience system system system experiences experiences experiences products products products Fitness Well being Health care
  36. 36. WAITING EXPERIENCES
  37. 37. WAITING EXPERIENCES
  38. 38. MODU
  39. 39. INLINE APP
  40. 40. FOLIO
  41. 41. COUNTERACT
  42. 42. HEALTHPOINT
  43. 43. HEALTH CAN• Product to improve patient experience system system systemexperiences experiences experiences products products productsFitness Well being Health care
  44. 44. HEALTHCANBe on Time. Be Prepared.
  45. 45. APPOINTMENTS MISSED & MONEY LOST 70k 1.2 B 20-30%Missed in Missed in Missed on BC UK Average! Contact: ashleigh.a.wilson@gmail.com
  46. 46. TEXT YOUR@EMAIL ADDRESS+1 604 757 5181 Contact: ashleigh.a.wilson@gmail.com
  47. 47. GOOD GYM • Radically redesigning experiences system system systemexperiences experiences experiences products products productsFitness Well being Health care
  48. 48. * Running with a purpose
  49. 49. THE CITIZENS UNIVERSITY • A business model system system systemexperiences experiences experiences products products productsFitness Well being Health care
  50. 50. 2. EXPERIENCE PROTOTYPING 7 * Teaching citizens key life skills in preventative health
  51. 51. TYZE PERSONAL NETWORKS • Re-designing the care experience system system system experiences experiences experiences products products products Fitness Well being Health care
  52. 52. * Co-ordinating care
  53. 53. HOW CAN WE APPLY SERVICE DESIGN TO HEALTHCARE? • Where do your project sit? system system system experiences experiences experiences products products products Fitness Well being Health care
  54. 54. CAN SERVICE DESIGN BE OF SERVICE?• Think beyond the product• Map journeys and build experiences• Bring designers up the value chain: - Improve patient experience - Improve healthcare system productivity - Radically re-design business models
  55. 55. HAVE MORE STANDING BARS!

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