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Designing an Ecosystem of Care' at Human Factors and Ergonomics Society - HXR 2014 - Amy Cueva

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Amy Cueva, Founder and Chief Experience Officer at Mad*Pow gave at talk at HFES on Designing an Ecosystem of Care.

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Designing an Ecosystem of Care' at Human Factors and Ergonomics Society - HXR 2014 - Amy Cueva

  1. 1. 1 @Amy Cueva @MadPow - Founder & Chief Experience Officer @HxRefactored - Chair of Design Track Designing an Ecosystem of Care HxRefactored May 14, 2014 Brooklyn, NY hxrefactored.com
  2. 2. Design can help improve the human condition.
  3. 3. 3 Meet Jim.
  4. 4. 4 I was overwhelmed, confused, and alone. There was no one to talk to. I didn’t know what I should do first or what to expect.” “
  5. 5. 5 Health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity. - World Health Organization
  6. 6. 6 Emotion matters.
  7. 7. 7 It’s in our best interest to help Jim.
  8. 8. Who will help Jim? Masseuse PCP Support Network: Friends & Family Pharmacist Lawyer Chiropractor Health Coach CSR CSR CSR HR Cardiologist Nurse Therapist Weight Watchers Gym Lobbyists Social Worker Politicians Lobbyists Patient Advocate Translator Financial Entities Transportation Service Heart Health Start Up Hospital Network Hospital Cardiology Lab Pharmacy Pharma PBM Insurance Company Insurer for Hospital Federal Government HHS FDA CDC Legislature Executive Branch Employer Condition Management Companies Information: Google, Web MD, YouTube, iTunes Condition Management Start Up Walk in Clinic Organizations & Non-Profits Health Tech Health Exchanges State Governmen Local Agencies Health Communication s Patient Community
  9. 9. 9 That need is neither our responsibility nor one that will be mitigated anytime soon in the industry.” “
  10. 10. Masseuse PCP Support Network: Friends & Family Pharmacist Lawyer Chiropractor Health Coach CSR CSR CSR HR Cardiologist Nurse Therapist Weight Watchers Gym Lobbyists Social Worker Politicians Lobbyists Patient Advocate Translator Financial Entities Transportation Service Heart Health Start Up Hospital Network Hospital Cardiology Lab Pharmacy Pharma PBM Insurance Company Insurer for Hospital Federal Government HHS FDA CDC Legislature Executive Branch Employer Condition Management Companies Information: Google, Web MD, YouTube, iTunes Condition Management Start Up Walk in Clinic Organizations & Non-Profits Patient Community Health Tech Health Exchanges State Governmen Local Agencies Health Communication s The health ecosystem
  11. 11. Design an ecosystem focused on care.
  12. 12. 12 You think partnership is the answer? Many people have spent a lot of money trying and got nowhere. It simply won’t work.” “
  13. 13. 13 No.
  14. 14. 14 Why?
  15. 15. 15 Why Not?
  16. 16. 16
  17. 17. How can we identify & address unmet needs?
  18. 18. Do Research! It is the core of human-centered design.
  19. 19. Allow ourselves to
  20. 20. Envision their journey.
  21. 21. Widen our lens.
  22. 22. Look for feelings, triggers, tr ansitions, opportunit ies & patterns.
  23. 23. I didn’t know. I know I should. I want to, but I can’t.
  24. 24. Whose responsibility is this need? Look for orphaned needs.
  25. 25. shared values + shared action = shared profit (financial & social) - Cindy Gallup
  26. 26. I know. I will. I can.
  27. 27. Evidence-based maternity decision making for PregnantMe
  28. 28. Redacted Improving care delivery at home
  29. 29. CVS Unified consumer experience strategy for CVS Caremark
  30. 30. JoslinDigital diabetes weight management
  31. 31. HotSeat HOTSEAT tackles sitting disease through behavior change and game design
  32. 32. Great things are happening but...We can do more.
  33. 33. For Jim. Photo Credits My Room – Michael Wyszomierski Coffee For One – David Hodgson Star Cluster – HuntingDesigns Dreaming above the Clouds – Becca Fawley @Amy Cueva @MadPow - Founder & Chief Experience Officer @HxRefactored - Chair of Design Track HxRefactored May 14, 2014 Brooklyn, NY hxrefactored.com

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