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Digital Health And Wellness

A talk I gave at Digital Health Professionals network sharing our views on Service Design and Health and Wellness.

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Slide 1 © Fjord 2012 | Confidential
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4
We help the world’s leading businesses create
great services through the power of design
LONDON • HELSINKI • BERLIN • MADRID • NEW YORK • STOCKHOLM • PARIS • SAN FRANCISCO • ISTANBUL
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5
We work with the world’s top brands
We help our clients in powerful transformations
PIVOT
“I SPEND MY LIFE
ON THIS APP.”
ACCELERATE
“CITIBANK'S TABLET APP
TRANSFORMS THE DIGITAL
BANKING EXPERIENCE”
DISRUPT
“YOU'VE REALLY PUSHED US TO
THINK DIFFERENT ABOUT MOBILE
PAYMENTS, AND THE DELIGHT YOU'VE
CREATED IN THIS WORK
ARE UNIQUE IN THIS CATEGORY”
iTunes App Store Review
from IsThis15Letters
— Forrester, 2012 — — Head of Product Division at Intuit —
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 10
Our engagements are unique, but we
use standard methods
Not all engagements include all phases, and methods are not fixed to
specific phases. Often methods are reinvented based on client needs
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 11
DISCOVER DESCRIBE DESIGN DEVELOP RELEASE
Slide 6 © Fjord 2012 | Confidential
Health and Wellness
How digital technology is transforming the Health and Wellness sector.
And how it affects digital service design.

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Why prototype ? / なぜプロトタイプが必要か?
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Digital Health And Wellness

  • 1. Slide 1 © Fjord 2012 | Confidential
  • 2. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4 We help the world’s leading businesses create great services through the power of design LONDON • HELSINKI • BERLIN • MADRID • NEW YORK • STOCKHOLM • PARIS • SAN FRANCISCO • ISTANBUL
  • 3. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5 We work with the world’s top brands
  • 4. We help our clients in powerful transformations PIVOT “I SPEND MY LIFE ON THIS APP.” ACCELERATE “CITIBANK'S TABLET APP TRANSFORMS THE DIGITAL BANKING EXPERIENCE” DISRUPT “YOU'VE REALLY PUSHED US TO THINK DIFFERENT ABOUT MOBILE PAYMENTS, AND THE DELIGHT YOU'VE CREATED IN THIS WORK ARE UNIQUE IN THIS CATEGORY” iTunes App Store Review from IsThis15Letters — Forrester, 2012 — — Head of Product Division at Intuit — | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 10
  • 5. Our engagements are unique, but we use standard methods Not all engagements include all phases, and methods are not fixed to specific phases. Often methods are reinvented based on client needs | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 11 DISCOVER DESCRIBE DESIGN DEVELOP RELEASE
  • 6. Slide 6 © Fjord 2012 | Confidential Health and Wellness How digital technology is transforming the Health and Wellness sector. And how it affects digital service design.
  • 7. Slide 7 © Fjord 2012 | Confidential The digitally literate turn into e-Patients
  • 8. Slide 8 © Fjord 2012 | Confidential Who needs doctors, anyway?
  • 9. Slide 9 © Fjord 2012 | Confidential Medical and consumer technology merge together
  • 10. Slide 10 © Fjord 2012 | Confidential Quantification is moving from sports to well-being
  • 11. Slide 11 © Fjord 2012 | Confidential The smartphone turns into a diagnostic tool Measuring his heart rate
  • 12. Slide 12 © Fjord 2012 | Confidential The aspiration
  • 13. Slide 13 © Fjord 2012 | Confidential The Doctor-Patient Gap DOCTOR PATIENT
  • 14. Slide 14 © Fjord 2012 | Confidential “The patient is the most underused resource in medicine.” David deBronkart
  • 15. Slide 15 © Fjord 2012 | Confidential Patient generated data
  • 16. Slide 16 © Fjord 2012 | Confidential Technology + User Centred Design • Poka-Yoke (mistake proofing) • Usability • Ergonomics • Human-Computer- Interaction • Communication
  • 17. Slide 17 © Fjord 2012 | Confidential This did not replace the doctor. Nor will this.
  • 18. Slide 18 © Fjord 2012 | Confidential
  • 19. Slide 19 © Fjord 2012 | Confidential What if...
  • 20. Slide 20 © Fjord 2012 | Confidential What if...
  • 21. Slide 21 © Fjord 2012 | Confidential FROM DOCTOR TO COACH FROM PATIENT TO PLAYER
  • 22. Slide 22 © Fjord 2012 | Confidential DESIGNER-DOCTOR COLLABORATION
  • 23. Slide 23 © Fjord 2012 | Confidential Paediatric Growth Chart
  • 24. Slide 24 © Fjord 2012 | Confidential Harvard Medical School
  • 25. Slide 25 © Fjord 2012 | Confidential The Numbers Challenge
  • 26. Slide 26 © Fjord 2012 | Confidential “Don’t confuse data with information!”
  • 27. Slide 27 © Fjord 2012 | Confidential WISDOM KNOWLEDGE INFORMATION Meaning from data UNDERSTANDING DATA CONTEXT understanding relations understanding patterns understanding principles
  • 28. Slide 28 © Fjord 2012 | Confidential The element that went missing
  • 29. Slide 29 © Fjord 2012 | Confidential Mechanised systems
  • 30. Slide 30 © Fjord 2012 | Confidential Don’t freak people out Probably nothing 82%
  • 31. Slide 31 © Fjord 2012 | Confidential Adding context BEFORE AFTER
  • 32. Slide 32 © Fjord 2012 | Confidential Adding context Test Name In Range Out of Range Reference Range Lab CHOLESTEROL 211 125-209 mg/dL 63 BEFORE AFTER
  • 33. Slide 33 © Fjord 2012 | Confidential Glorified pedometers
  • 34. Slide 34 © Fjord 2012 | Confidential From achieving to maintaining.
  • 35. Slide 35 © Fjord 2012 | Confidential Chart Fatigue So What?
  • 36. Slide 36 © Fjord 2012 | Confidential Benefit VS Cost
  • 37. Slide 37 © Fjord 2012 | Confidential What if...
  • 38. Slide 38 © Fjord 2012 | Confidential The Behavioural Change Challenge
  • 39. Slide 39 © Fjord 2012 | Confidential Learn from gaming This is a leader board, you just don’t see the names of the other players.
  • 40. Slide 40 © Fjord 2012 | Confidential Feedback Loop
  • 41. Slide 41 © Fjord 2012 | Confidential The power of habit
  • 42. Slide 42 © Fjord 2012 | Confidential Introducing new habits is complex EDUCATIONENFORCEMENTENGAGEMENT
  • 43. Slide 43 © Fjord 2012 | Confidential What if...
  • 44. Slide 44 © Fjord 2012 | Confidential What if...
  • 45. Slide 45 © Fjord 2012 | Confidential What if...
  • 46. Slide 46 © Fjord 2012 | Confidential Summary Doctor-Patient Gap 1. From doctor to coach 2. From patient to player Numbers 1. Turn data into information 2. Beware too much automation 3. Chart Fatigue: Move beyond numbers Behaviour Change 1. Create feedback loops 2. Build on top of habits