Deeply Human:
Healthcare Innovation Begins
and Ends with People

Chris Finlay
Director of Experience and Design Innovation...
Innovation is
deeply human
Find the human signal
Critical design is often invisible
Time

Wave

Focus

Pre-1845

Commodities

Markets & Trade

1830-1900

Expansion

Manufa...
Innovation management is
where quality management
was 40 years ago.

THE WELL CONFERENCE
People do things
to feel stuff
From 1990 to 2012, the number
of workers in U.S. health system
grew by nearly 75%. With 0.6%
decrease in productivity, ann...
From 2010-2025 $1 trillion of
value will move from old models
to new patient centered models.
—Oliver Wyman, global manage...
Resulting in
Improved Experience

Improved Outcomes

Improved Cost
Total spending dropped a net of 12.3%; Driven mostly by...
Innovation is simple
as it is complex
Helping people
live healthier lives.

THE WELL CONFERENCE
•   ~133,000 employees
•   24 million personal health records
•   18 years of clinical data, covering
~100 million lives
•...
Invent the future,
learn from the past.
Corporate values
Culture training
Performance evaluation
Corporate communications
...
Embed innovation
UnitedHealth Group
Shared Services / Innovation Council /

UnitedHealthCare

E&I

M&R

M&V

Optum

C&S

I...
People are not their health condition
Empathy takes practice
Obvious rarely is
Speak human
Cheap never is
Companies move as
fast as they learn
Understand the process
Design thinking
defines the value to be delivered
Experience design
sets the strategy for delivery
...
Understanding the
innovation mindsets

Put people
first

Make
to think

Collaborate
often

Practice
discovery

Experiment
...
Making it real

31% improvement in satisfaction
74% improvement in trust
24% improvement in effort
90% net promoter score
...
This moment is special
Key Takeaways
1. Innovation is deeply human
2. People do things to feel stuff
3. Innovation is as simple as it is complex
...
Deeply Human
Deeply Human
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Healthcare Innovation Begins and Ends with People focuses on the fundamentals of driving innovation in healthcare and developing a culture of innovation. It is as simple as it is complex and deeply human.

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Deeply Human

  1. 1. Deeply Human: Healthcare Innovation Begins and Ends with People Chris Finlay Director of Experience and Design Innovation United Health Group
  2. 2. Innovation is deeply human
  3. 3. Find the human signal
  4. 4. Critical design is often invisible Time Wave Focus Pre-1845 Commodities Markets & Trade 1830-1900 Expansion Manufacturing, transit, storage 1900-1950 Quality of life Chemistry, technology, distribution 1950-1990 Engineering Faster, cheaper, better everything 1990-Current Service People’s interactions
  5. 5. Innovation management is where quality management was 40 years ago. THE WELL CONFERENCE
  6. 6. People do things to feel stuff
  7. 7. From 1990 to 2012, the number of workers in U.S. health system grew by nearly 75%. With 0.6% decrease in productivity, annually. —New England Journal of Medicine, 2013 THE WELL CONFERENCE
  8. 8. From 2010-2025 $1 trillion of value will move from old models to new patient centered models. —Oliver Wyman, global management consultancy, 2012 Who is coming for your business?
  9. 9. Resulting in Improved Experience Improved Outcomes Improved Cost Total spending dropped a net of 12.3%; Driven mostly by large decreases in hospital admissions, ER visits, & outpatient procedures
  10. 10. Innovation is simple as it is complex
  11. 11. Helping people live healthier lives. THE WELL CONFERENCE
  12. 12. •   ~133,000 employees •   24 million personal health records •   18 years of clinical data, covering ~100 million lives •   750 million transactions through our portal and mobile apps annually •   Touching 90 million people’s lives •   Presence in all 50 states & international THE WELL CONFERENCE •   Database with over 170 million unique consumers •   Connected to over 754,000 health professionals, 66,000 pharmacies, 5,400 hospitals, & 900 labs •   $300 billion in billed health care claims managed annually •   200 million claims and more than 1 million calls per day
  13. 13. Invent the future, learn from the past. Corporate values Culture training Performance evaluation Corporate communications Innovation Day
  14. 14. Embed innovation UnitedHealth Group Shared Services / Innovation Council / UnitedHealthCare E&I M&R M&V Optum C&S Insight Health Rx
  15. 15. People are not their health condition Empathy takes practice Obvious rarely is Speak human Cheap never is
  16. 16. Companies move as fast as they learn
  17. 17. Understand the process Design thinking defines the value to be delivered Experience design sets the strategy for delivery Product & service design how the offer is made
  18. 18. Understanding the innovation mindsets Put people first Make to think Collaborate often Practice discovery Experiment daily
  19. 19. Making it real 31% improvement in satisfaction 74% improvement in trust 24% improvement in effort 90% net promoter score THE WELL CONFERENCE
  20. 20. This moment is special
  21. 21. Key Takeaways 1. Innovation is deeply human 2. People do things to feel stuff 3. Innovation is as simple as it is complex 4. Companies move as fast as they learn 5. The moment is special THE WELL CONFERENCE

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