SDNC13 -Day2- Transforming Healthcare with Service Design by Stefan Moritz & Montana Cherney

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Transforming Healthcare with Service Design by Stefan Moritz & Montana Cherney - Veryday

In recent years, we have seen unprecedented advances in health care. Thanks to ubiquitous connectivity and an increasing reliance on mobile devices, individuals, health care professionals, and brands are more empowered than ever to continue to revolutionize health care as we know it. Service Design can help the thoughtful and imaginative improvement of processes, services and interactions. Facilitating the ability for stakeholders as well as users to participate in the design process increases focus, saves time and money as well as creating new value propositions and revenue opportunities. But where are we stuck? Based on international examples we will discuss the principles we believe have the power to unlock a real transformation in the health care space.

SDNC13 -Day2- Transforming Healthcare with Service Design by Stefan Moritz & Montana Cherney

  1. 1. Transforming health care with Service Design GLOBAL SERVICE DESIGN CONFERENCE 2013 MONTANA CHERNEY & STEFAN MORITZ
  2. 2. Significant paradigm shiſt 2 From the industrial socie‫﬚‬ 2 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz To the networked socie‫﬚‬
  3. 3. Connectivi‫﬚‬ Image: h‫﬙‬p://sea‫﬙‬letimes.com/html/photogalleries/nationworld2020784937/30.html 3 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  4. 4. Mobili‫﬚‬ United Hatzalah of Israel h‫﬙‬p://www.asia.youth-leader.org/wp-content/uploads/2011/05/resized_281220101104.jpg 4 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  5. 5. Between people, for people Mobisante Image: h‫﬙‬p://pakmed.net/college/forum/wp-content/uploads/2013/02/08-pakmed-net-february-01-2013-medical-education-86df.jpg 5 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  6. 6. Health and health care are changing.
  7. 7. Health today:
  8. 8. Health Care today: 01. Reactive, disease-focused and episodic 8 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  9. 9. Health Care today: 01. Reactive, disease-focused and episodic 02. Inefficient, ineffective and unintelligent 9 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  10. 10. Health Care today: 01. Disease-focused, reactive and episodic 02. Inefficient, ineffective and unintelligent 03. Fragmented and disconnected 10 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  11. 11. Internet Social Networking Technological & Scientific Advancements Mobile Connectivi‫﬚‬ Big Data Wireless Sensors Genomics Imaging Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Be‫﬙‬er Health Care by Eric Topol 11 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  12. 12. Access Users Needs & Expectations Control Value Convenience Enjoyment Internet Social Networking Technological & Scientific Advancements Mobile Connectivi‫﬚‬ Big Data Wireless Sensors Genomics Imaging Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Be‫﬙‬er Health Care by Eric Topol 12 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  13. 13. Access Users Needs & Expectations Control Value Convenience Enjoyment Internet Social Networking Technological & Scientific Advancements Mobile Connectivi‫﬚‬ Big Data Wireless Sensors Genomics Imaging Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Be‫﬙‬er Health Care by Eric Topol 13 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz Potential for Transformation
  14. 14. Change is hard.
  15. 15. Patients: Faster service, be‫﬙‬er outcomes, lower costs
  16. 16. Doctors & Nurses: Greater efficiency for be‫﬙‬er care
  17. 17. Providers: Greater efficiency and reduced costs
  18. 18. Payers: Increase value for their money
  19. 19. Family & Friends: More actively support their loved ones
  20. 20. Communi‫:﬚‬ Be‫﬙‬er support the health of themselves and the communi‫﬚‬
  21. 21. Pharma / Bio Tech / Med Tech: Safe, costeffective and differentiated products and services to meet users’ needs
  22. 22. IT / Tech / Telco: Serve more users whenever, wherever
  23. 23. Others: Touch users in more and more areas of their lives
  24. 24. Not easy but possible.
  25. 25. User-Driven Change It has happened before. COMMUNICATION 25 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz BANKING MUSIC HEALTH CA
  26. 26. User-Driven Change The time to act is now. COMMUNICATION 26 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz BANKING MUSIC HEALTH CA
  27. 27. Health Care tomorrow: Democratized Personalized Access to care, access to data Holistic picture of patients for individualized solutions Collaborative Anyone can be a care provider and everyone will work together to provide care 27 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz Anytime Anywhere Care happens all the time and everywhere
  28. 28. A New Care Paradigm: . Proactive . Preventative . Predictive . Preemptive
  29. 29. Unlocking the transformation.
  30. 30. Proactive guidance ECDC provides guidance to European member states to help prevent and control diseases. This is currently met by data analysis, knowledge management and communication best practise, which are distributed in reports, briefings and guidance documents. 30 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  31. 31. Many steps The direct impact of ECDC is many steps removed from the patients in the local member state countries. 31 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  32. 32. Co-creation lab We designed and tested to explore a fundamentally new way for ECDC to work with member states. It placed a temporary innovation lab close to a relevant health facili‫ ﬚‬to engage with health professionals in generating insights and co-creating new solutions, test proto‫﬚‬pes around a selected issue. 32 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  33. 33. Sharper focus Relationships Tangible ideas Faster results Internal engagement Roadmaps 33 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  34. 34. “ This intervention made clear that it’s possible to get far by pre‫ ﬛‬small means. 34 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz Participant
  35. 35. OPD Data Management Médecins Sans Frontières MSF provides medical care in low-resource and emergency se‫﬙‬ings providing a wide varie‫ ﬚‬of services where operational flexibili‫ ﬚‬is one of our core competences. 35 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  36. 36. Framing the problem together 36 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  37. 37. Creating a tangible vision of the future to align and engage stakeholders 37 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  38. 38. A national centre to test Service Design in health care –  Experio Lab in Värmland coun‫﬚‬ council in Sweden. 38 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  39. 39. EXPERIENCE Improving the patients experience and creating knowledge. 39 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  40. 40. TRANSFORMATION The process of ge‫﬙‬ing be‫﬙‬er and the change of behaviour. 40 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  41. 41. JOURNEY Patient journey over time and maturi‫ ﬚‬as well as scaling the lab. 41 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  42. 42. Curiosi‫﬚‬ and empathy for real people 42 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz Courage to dream about a be‫﬙‬er future Collaboration to do something about it
  43. 43. Example project: The patient journey 43 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  44. 44. Stakeholders that directly and indirectly influence the patient journey work in separate areas. The patient experience is disjointed and not satis﬌ing for patients and not efficient for the system. 44 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  45. 45. By moving out of the system one joint group was set up. For eight weeks this group met every Friday for a short intense workshop. 45 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  46. 46. Each of three teams followed a real life patient case all the way through. Documenting each step, mapping out the journey, stepping back and making sense. Team 1 Eye opening. Improvements, ideas and insights along the way. 46 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  47. 47. Stop-motion film as a tool to document and communicate the journey. 47 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  48. 48. Think big. Start small. 48 | Stefan Moritz | 14 November 2013 | World Usabili‫ ﬚‬Day, Berlin | @st_moritz
  49. 49. Reflection What inspired you? What can you do tomorrow? What future would you like?
  50. 50. The 10-10-10 Rule: Evolve with users over time.
  51. 51. The 10-10-10 Rule Evolve with Users over time Change from Within: By the communi‫,﬚‬ for the communi‫.﬚‬
  52. 52. Connect to Connect: Connected products connect patients to themselves, caregivers and providers.
  53. 53. Gather, Analyze, Apply: Big data made meaningful through intelligence.
  54. 54. Seamless Integration: Work with the flow, not against it.
  55. 55. Lets start transforming. THANK YOU! Stefan.Moritz@veryday.com @st_moritz
  56. 56. STOCKHOLM / NEW YORK / LONDON / SHANGHAI / VERYDAY.COM

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