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Building internal capabilities on all levels to reveal the missing link
Case study: Medistim ASA
Caroline Chaffin | Servic...
Nurse innovator with
Caroline Chaffin | Service Designer | Livework Studio
design as ammunition
www.liveworkstudio.com
car...
Meetup Experience Design
Presentation Title:
Discussion
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Livework...
Health Care System
= Battlefield
Credit:http://www.sfgate.com/
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @L...
“I can make a
difference”
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | ww...
Time is
often critical
Credit:http://www.smp.no
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio |...
It can be a matter
of life and death
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineC...
I saw opportunities
to innovate everyday
Credit:http://nursegrid.com/blog/nurses-preventable-readmissions/
Caroline Chaffi...
What stopped me was
my role in the system
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @Caro...
Credit: http://www.royalberkshire.nhs.uk/get-involved/about-our-collection.htm
Units treating ideas?
Designers in health c...
Credit: eonimages.com
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.li...
Credit: eonimages.com
The battle against a
broken (health) system
Caroline Chaffin | caroline.chaffin@liveworkstudio.com |...
THE FOLLOWING CONTENT MAY BE
DISTURBING TO SOME VIEWERS
ACCORDINGLY,
VIEWER DISCRETION IS ADVICED
Caroline Chaffin | carol...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Case Study
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudi...
Measure blood flow and
look for blockages in the
artery to quality assure the
bypass procedure
Caroline Chaffin | caroline...
2.Surgeon:
Managing probe
(flow or ultrasound)
1. System operator:
Managing System
Caroline Chaffin | caroline.chaffin@liv...
Trust their fingertips
Most surgeons only rely on their fingertip
when checking the blood flow and check for
blockages dur...
Customer Lifecycle
How to improve
hospital adoption
of Medistim's
technology?
How to improve
sustained use
of Medistim's
t...
How to provide more customer
value and in return maximise use?
From
Convincing
To
Listening
From
Product-centered
To
Human...
United States Netherlands United Kingdom Germany
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio ...
WARNING
THE FOLLOWING CONTENT MAY BE
DISTURBING TO SOME VIEWERS
ACCORDINGLY,
VIEWER DISCRETION IS ADVICED
Caroline Chaffin...
Fatty
Tissue
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstu...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Data
...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Syste...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Stand...
Tool
Need Eco-System
Provided a holistic view of
all, interconnected needs and
challenges
Revealed four, key themes:
Polic...
Tool
B2B Lifecycle
Revealed the customer
interactions that
needed most attention
Caroline Chaffin | caroline.chaffin@livew...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Proje...
Right Evidence
Right Person
“The only way to actually get buy-in is to provide evidence that
Medistim improves the standar...
Leverage Buy-In
& Alignment
• Who should approach executive leaders?
• What material do we need to convince executive lead...
Systematic Training
Over Time
“Learning, teaching and education is the
best way to go”
- Surgeon
Caroline Chaffin | caroli...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Train...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Simpl...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Explo...
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
Tore ...
“Touching more than
1 million beating hearts”
- Medistim
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Livewor...
Credit: eonimages.com
Service Design as
ammunition
Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudi...
Credit: http://metro.co.uk
Team up with
champions who
know the battlefield
Caroline Chaffin | caroline.chaffin@liveworkstu...
@CarolineChaffin
caroline.chaffin@liveworkstudio.com
www.liveworkstudio.com
@Liveworkstudio
CarolineChaffin
Service Design...
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Building internal capabilities on all levels to reveal the missing link

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Medistim has a global position in delivering medical devices that provides quality assurance during surgery, but wanted a better understanding of their customers needs and to build capabilities for a human-centred approach. In this session Medistim and Livework will share experiences from conducting insight together in four different countries, building internal capabilities and translating insights into strategic recommendation.

Published in: Healthcare
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Building internal capabilities on all levels to reveal the missing link

  1. 1. Building internal capabilities on all levels to reveal the missing link Case study: Medistim ASA Caroline Chaffin | Service Designer | Livework Studio www.liveworkstudio.com | @liveworkstudio | @carolinechaffin
  2. 2. Nurse innovator with Caroline Chaffin | Service Designer | Livework Studio design as ammunition www.liveworkstudio.com caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | #DesignerNurse
  3. 3. Meetup Experience Design Presentation Title: Discussion Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Credit:http://www.sfgate.com/
  4. 4. Health Care System = Battlefield Credit:http://www.sfgate.com/ Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  5. 5. “I can make a difference” Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.comCaroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  6. 6. Time is often critical Credit:http://www.smp.no Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  7. 7. It can be a matter of life and death Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  8. 8. I saw opportunities to innovate everyday Credit:http://nursegrid.com/blog/nurses-preventable-readmissions/ Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  9. 9. What stopped me was my role in the system Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  10. 10. Credit: http://www.royalberkshire.nhs.uk/get-involved/about-our-collection.htm Units treating ideas? Designers in health care? Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  11. 11. Credit: eonimages.com Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Advisor In-house Consultant MBA Service Innovation & Design
  12. 12. Credit: eonimages.com The battle against a broken (health) system Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  13. 13. THE FOLLOWING CONTENT MAY BE DISTURBING TO SOME VIEWERS ACCORDINGLY, VIEWER DISCRETION IS ADVICED Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com WARNING
  14. 14. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  15. 15. Case Study Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  16. 16. Measure blood flow and look for blockages in the artery to quality assure the bypass procedure Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  17. 17. 2.Surgeon: Managing probe (flow or ultrasound) 1. System operator: Managing System Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Surgeon views data Team communicates
  18. 18. Trust their fingertips Most surgeons only rely on their fingertip when checking the blood flow and check for blockages during a bypass procedure. In worst case; it can lead to a new heart failure Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  19. 19. Customer Lifecycle How to improve hospital adoption of Medistim's technology? How to improve sustained use of Medistim's technology? Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  20. 20. How to provide more customer value and in return maximise use? From Convincing To Listening From Product-centered To Human-centered From Insight To Strategy
  21. 21. United States Netherlands United Kingdom Germany Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  22. 22. WARNING THE FOLLOWING CONTENT MAY BE DISTURBING TO SOME VIEWERS ACCORDINGLY, VIEWER DISCRETION IS ADVICED Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  23. 23. Fatty Tissue Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Key Barrier 1
  24. 24. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Data Interpretation Key Barrier 2
  25. 25. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com System Knowledge Key Barrier 3
  26. 26. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Standard of Care Key Barrier 4
  27. 27. Tool Need Eco-System Provided a holistic view of all, interconnected needs and challenges Revealed four, key themes: Policy, Knowledge, Product and System Interaction Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  28. 28. Tool B2B Lifecycle Revealed the customer interactions that needed most attention Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  29. 29. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Project Outcome Reprioritise and Renew
  30. 30. Right Evidence Right Person “The only way to actually get buy-in is to provide evidence that Medistim improves the standard of care” - Surgeon Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Theme: Policy
  31. 31. Leverage Buy-In & Alignment • Who should approach executive leaders? • What material do we need to convince executive leaders vs. surgeons? • How can we provide more evidence; improving “standard of care”? Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Outcome
  32. 32. Systematic Training Over Time “Learning, teaching and education is the best way to go” - Surgeon Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Theme: Knowledge & Product
  33. 33. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Training at Users Own Premises • E-learning: Access at the users’ own premises • Team: Training surgeon and system operator as a team • Simulation: A setting that is not at high stake - to practice on correct use • Super users: Offer more support - locally • Quality assure trainers: Making sure all trainers have sufficient knowledge Outcome
  34. 34. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Simplify & Enhance Data Interpretation “We want a measurement that says ‘OK’ so you know that your work is done well” - Surgeon Theme: System Interaction
  35. 35. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Explore New Functionalities • Senses: How can the users interact with the system - with all their senses? • Interpretation: How can our technology better support data interpretation? • Relevant: How can we simplify - showing the important parametres, in their natural order? Outcome
  36. 36. Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Tore Skjeggestad Product Manager, Medistim
  37. 37. “Touching more than 1 million beating hearts” - Medistim Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com Credit: https://imgur.com/gallery/4ALOI
  38. 38. Credit: eonimages.com Service Design as ammunition Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  39. 39. Credit: http://metro.co.uk Team up with champions who know the battlefield Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com
  40. 40. @CarolineChaffin caroline.chaffin@liveworkstudio.com www.liveworkstudio.com @Liveworkstudio CarolineChaffin Service Designer Livework Studio

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