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MX: Managing Experience | Day 2 - The Implementation Canyon | Yeneat Ophelia Chiu

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Yeneat Ophelia Chiu, M.H.A is the Design Strategy and Innovation Head at Memorial Sloan Kettering Cancer Center (MSKCC) located in New York. As part of the Strategy and Innovation department, her most recent work has focused on development of an in-house design innovation group, employing design thinking to tackle initiatives across the innovation spectrum and exploration of technology and digital patient experiences. Her passions are around bringing the best patient experience to implementation, helping to spread innovative thinking across the organization and bringing people from different disciplines together. She also has hospital operations and administration experience across her 17 years of work at MSKCC.

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MX: Managing Experience | Day 2 - The Implementation Canyon | Yeneat Ophelia Chiu

  1. 1. Yeneat Ophelia Chiu Design & Innovation, Division of Strategy & Innovation @yocnyc March 30, 2016 MX Conference The Implementation Canyon: How to Bridge the Gap
  2. 2. Memorial Sloan Kettering Cancer Center …the world’s oldest and largest private cancer center with a singular mission: to conquer cancer
  3. 3. Design & Innovation @ MSK Shaping the human experience in a changing landscape of care through … human centered design … thought leadership … creating impetus for change … project stewardship
  4. 4. We create… that are… services (human, physical + digital touchpoints) environments interactions (human, digital + analog) transformational (bring change) empathic (bring care) systems-oriented (tackle complexity & integrate hybrid services) transdisciplinary (working across silos) designed (shaping + forming experience)
  5. 5. Agency vs. In-House
  6. 6. Why Is Success Sometimes Difficult? Drawings courtesy of Alice Ro | Design Innovation Group
  7. 7. GAPS ACTIVITY! OUTPUT! Discovery &! Analysis! Ideation! Form-giving ! Making it Work! Build & Deploy! Understanding & Opportunities! Ideas & Concepts! Fully Defined Designs! Specs! Products & Services! WHO OWNS IT? Production Development Path execution design-thinking/human-centered design
  8. 8. Designing for Implementation _Co-create meaningfully _Define who upfront _Bridge the gap _Embed someone
  9. 9. Designing for Implementation _Co-create meaningfully _Define who upfront _Bridge the gap _Embed someone
  10. 10. Bridge the Gap Drawings courtesy of Alice Ro | Design Innovation Group
  11. 11. Shifting Responsibility Designer Design Production Manager
  12. 12. Embed Within
  13. 13. Designing for Implementation _Co-create meaningfully _Define who upfront _Bridge the gap _Embed someone
  14. 14. Trees and Forest by Liu Bolin
  15. 15. THANK YOU! chiuo@mskcc.org @yocnyc 646-888-5609

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