This is a super-quickie presentation given as part of a panel where I introduce some of my recent thoughts about the role of design with respect to the future of healthcare.

1. New Ideas on the
Future of Healthcare:
the Role of UX
Elizabeth Bacon
WebVisions Portland
May 17, 2012

2. Background
Liz Bacon
1998-1999 MuseAll
1999-2002 Cooper
2002-2007 St. Jude Medical
2007-2011 Devise
2012-now Providence Health & Services
IxDA Director/Vice-President,
2007-2010
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

3. Sorry, but healthcare IS broken
“Healthcare is broken. ... We have set up a delivery
system that is fragmented, unsafe, not patient-
centered, full of waste, and unreliable. Despite the
best efforts of the workforce, we built it wrong. It
isn't built for modern times." *
• Many good insights for how to fix our system in
“The Healing of America: A Global Quest for
Better, Cheaper, and Fairer Health Care” by
T.R. Reid
• Rise of alternative (“complementary”) care
* Dr. Donald Berwick (who oversaw Medicare & Medicaid) as quoted by Richard Anderson at
http://riander.blogspot.com/
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

4. Healthcare’s new goal:
patient engagement & activation
• Results suggest that improved behaviors follow on
increased activation* (a measure of engagement)
• We can’t “motivate behavior change”—instead, we
facilitate behavior change
**
“Teachable moments”
Where we usually reside
* from Health Services Research publications by Judith Hibbard, et al. such as http://
www.ncbi.nlm.nih.gov/pmc/articles/PMC1955271/
** from Dr BJ Fogg, Director of Persuasive Tech Lab at Stanford University, as presented at Healthcare
Experience Design conference on March 27, 2012
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

5. Engagement with what?
• With one’s self, first and foremost
• Healthcare system needs to treat the whole self,
across all our life contexts
• Digital channels are key cost-effective, modern
way to extend the reach of care delivery system
• We have to reach and activate people
wherever they are, whenever they act
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

6. Accountable care services
• New business model being explored by delivery
systems and encouraged by government regulation
• Moving from fee-for-(face-to-face)-service to fee-for-
quality-outcomes demands greater efficiency at scale
"Quality of life happens to be the element that is most
important in motivating people to deal with an illness." *
• Shift talk from “patient”/“consumer” to “person”
* Noreen Clark, director of the Center for Managing Chronic Disease at the University of Michigan, as
quoted in “The Simple Idea That Is Transforming Health Care”
http://online.wsj.com/article/SB10001424052702304450004577275911370551798.html
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

7. From transactions to engagement
• 21st century *
business models
must evolve from
systems of records
and transactions to
systems of
engagement
* http://www.dachisgroup.com/2011/06/moving-
beyond-systems-of-record-to-systems-of-
engagement/
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

8. Strategic interaction framework
for healthcare
• Well-integrated framework for healthcare is a
blended model
– Transactions ≈ e-commerce
– Engagement ≈ social media
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

9. Points of light
PPACA (aka Obamacare): individual mandate could
carry system towards accountable care services
(increased focus on whole-person wellness) and
universal healthcare (gasp!)
Health Data Initiative: HHS dept. unleashing the
chaotic power of innovation on health-related data
(increased need for informatics)
Healthcare Experience Design: & conferences that
show design thinking to healthcare decision makers
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

10. Get involved, designers, please!
The healthcare industry needs you!
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare

11. Let’s keep talking!
@ebacon
liz@deviseconsulting.com
dHealth is coming...
WebVisions Portland 2012
Elizabeth Bacon New Ideas on the Future of Healthcare