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Optimizing Dementia Diagnosis - Using big data & design thinking to drive early intervention
- 1. © Sabio Group© Sabio Group Optimizing Dementia Diagnosis Using big data & design thinking to drive early intervention @alexjbarker
- 2. Global population tipping point (2019): 65+ > 0-4 psychologytoday.com(United Nations)
- 3. Global population tipping point (2019): 65+ > 0-4 psychologytoday.com(United Nations) Deutsche Bank, Haver Analytics, UN
- 4. One person every 3 minutes nwlegacylaw.com(Matthews, F.E et al 2016)
- 5. Diagnosis can take up to 5 years As yet, there’s no cure NHS provide limited support Unsustainable care costs Dementia crisis is a Social Care crisis One person every 3 minutes nwlegacylaw.com
- 6. “Why is dementia treated so differently from cancer or any other life-threatening disease? Why should we be left in this position and faced with forfeiting so much of our income and our home just to get the support he needs to live? I’m happy to pay towards care, but what’s expected is just too much.” Jean, carer for husband Rodney (diagnosed with vascular dementia in 2014) Source: Dementia – the true cost: Fixing the care crisis - Alzheimer’s Society 2018
- 7. How can patient-centred design aid this growing healthcare problem?
- 9. Core activities: 1. User research (pre / new diagnosis) 2. Personas & experience mapping 3. Digital maturity & TOM 4. Service design 5. Solution prototyping...
- 15. User Centred Design Digital Transformation User Centred Transformation® Experience CapabilitiesCulture
- 16. Dementia diagnosis: Hypothesis, research & experience mapping
- 17. “Harness the potential of digital to strengthen the connections across Alzheimer's Society, and between our services, our supporters, and people affected by dementia.” Alzheimer’s Society Digital Vision
- 18. Roles How do internal staff & stakeholders define the Roles of their audiences? Goals What are their audience’s Goals? What would they ideally be?
- 24. Who we spoke to Professionals Community Carers Dementia Advisors GPs Service Users Pre & post diagnosis Primary carers Family / friends
- 25. Key findings Professionals Poor service integration More authority needed Insufficient training Limited access to IT Service Users Lack of signposting Little help pre-diagnosis Untargeted content Sense of ‘unknown’
- 27. 7 archetypal user profiles (Personas) around point of diagnosis
- 28. Experience map (goals / doing / thinking / feeling / pain points / opportunities)
- 29. Service design
- 30. Service Design applies design methods to the definition of products, communications and interactions, as well as the operations, values and structure of an organisation...
- 31. ...it requires looking not only at the customer experience, but also the business experience...
- 32. ...and then examines the value and experience from a multi-user perspective (customer, staff and business), is largely agnostic to channel and medium and connects experience delivery to the operations and technology that produce it.
- 37. Training programmes to help deliver more effective diagnosis Helping GP’s to build better pathways to connect the patient experience Marketing to GP’s & hospitals More targeted guidance & signposting for PABD... Service design of dementia diagnosis thenorthernecho.co.uk
- 38. Premise for MVP: “Give control back to people. Enable people to find and connect to relevant information and support when they need it.” Self Guided Support pbs.org
- 39. Prototyping Self Guided Support
- 43. The benefit of all this to the Society?
- 44. Transforming culture AND service delivery
- 45. Increase in internal UX roles Growing adoption and senior endorsement of UX and design thinking More authority & autonomy to innovate and test products Internal decision-making based on robust, objective data Better cross-departmental eduction and collaboration Self Guided Support go live due this year... Transforming culture AND service delivery
- 46. Great foundation for Sabio Virtual Assistant
- 47. Conversational interface that works across multiple channels Research-led approach big advantage in helping the machine to learn well Quickly triage and remove significant burden on ‘repeat tasks’ Increased contact centre efficiency Great foundation for Sabio Virtual Assistant
- 48. Don’t look at the user experience in isolation of the capabilities you have to deliver it. Transformation is cultural.
- 49. © Sabio Group© Sabio Group Thanks! @alexjbarker © Sabio Group
- 50. and great feedback from the Director of Operations: “Helen is so so happy... She said it has the potential to be ground breaking and award winning… and talked about nominating the work for awards in the care space. WELL DONE.” Claire Reynolds, Head of Digital, Alzheimer’s Society