Brittany Merkle, MFA Candidate Service Design
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From RN to Service Designer When I tell people I am a RN or previous Hospice Case Manager, they typically nod in approval or gratitude. When I elaborate I am transitioning to become a service designer, many look at me with a head tilt as if I asked a question. So what exactly is ‘service design’? And more specifically, what does ‘service design’ mean in the context of healthcare? These have been the overarching questions in my conversations, papers and projects over the past year while studying at Savannah College of Art & Design as a MFA Service Design student. My response to the recurring head tilt has changed and continues to change as I learn (and unlearn) in this space. I did not expect anyone to understand why I would abandon the security of climbing a clinical ladder, much less truly share my vision of bridging service design to healthcare. Now my personal definition of ‘service design’ requires a full mad*pow 20 minutes and then some. It has evolved and yet come full circle, back to the industry I served pre-SCAD and plan to return following. I strongly believe healthcare professionals and designers have a lot in common in our practice. We are ideally empaths, delivering person and human-centered services with excellent bed or project-side manner. We hold the power to make only incremental differences in healthcare as we linger in separate silos, but together, now that’s a beautiful marriage for systemic change.
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FXD 2019 Interactive Session: Behavior Based Design
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Priyama Barua, Experience Strategy Director
Jen Briselli, VP, Experience Strategy & Service Design
Dana Ortegón Senior Content Strategist
Nedret Sahin, Senior Experience Designer
FXD 2019 Keynote: Marti Gold, SiriusXM
The Era of Multi-Modal Design - Marti Gold, Director, Automotive Experience Design Group, SiriusXM
FXD 2019 Keynote: Christine Berglund, CapitalOne
Creating and Nurturing Design Culture - Christine Berglund, Director, Experience Design, CapitalOne
FXD 2019 Keynote: Andy Vitale, SunTrust Bank
Designing with Responsibility: Designing Ethical and Inclusive Solutions - Andy Vitale, Head of User Experience Design, SunTrust Bank
FXD 2019 Leadership Round Table
FXD attendees kicked off their experience at a half-day Leadership Forum, 12:30pm -4:30pm on October 24, 2019. This forum was comprised of a diverse, creative, thoughtful group of thinkers and leaders from across the financial ecosystem and they were engaged an intimate and inspiring conversation.
During the forum, Mad*Pow’s Chief Design Officer, Michael Hawley hosted structured networking and workshop-type activities designed to identify and answer key challenges of the financial services industry. By coming together in structured dialog and sharing ideas from a leadership perspective, attendees created opportunities to learn from each other and help us lead our organizations to deliver better experiences. The forum was rich with opportunities for attendees to grow their networks and build new relationships with other leaders in finance.
Specific topics for discussions were driven by the participants in the forum, so they were as relevant as possible. The structure of the event will allowed us to build toward collective insight and inspiration:
“Meet Your Peers” – Facilitated networking and identification of challenges to designing to great experiences in finance
“Solving Challenges” - Idea sharing and relevant experiences, process, and organizational approaches to key challenges
“Imagining the Future” – Learning and finding inspiration from others by collaboratively constructing stories and future experience ideas.
HXD 2019 Leadership Round Table
Engaging with People Through Multiple Touchpoints, Channels, and Technologies.
New technologies, device types, and evolving patient expectations place a large burden on service offerings from health organizations. New technologies can be disruptive, but they can also be disrupting, especially if organizations don’t have a strategy on how to deal with the evolving landscape. Virtual reality pain management? Passive low-band telemetry data? Health monitoring? We will discuss approaches that health organizations can take to manage the ever evolving technology landscape and shifting patient dynamic from hospital care to home care.
Facilitator: Jonathan Podolsky, VP Experience Strategy, Mad*Pow
Human-Centered Design and Innovation in Health Organizations.
There is increasing acknowledgement and movement toward human-centered design and design thinking for innovation, service design, and product development. However, evolving and transforming toward these practices in well-established and highly regulated health organizations is a challenge. Organizations have explored Innovation Centers, re-organizing around products and service lines, aligning with functional domains, and expanding design thinking through training. Attendees will share their experiences as we collectively look at how health organizations can evolve to get the most impact from their design transformation efforts.
Facilitator: Adam Connor, VP Design Transformation, Mad*Pow.
Designing for Health Behavior Change.
Beyond use of digital tools and services, health organizations are increasingly considering how they can help people make positive change in their lives. Additionally, there are potential business benefits to changing behaviors to align with the organization's objectives. But designing for behavior change is challenging and has long-term outcome goals that may not be aligned with short-term business incentives for health organizations. Issues of trust and ethics also come into play. With these complex factors in mind, this discussion will explore the strategic options for health organizations to consider related to changing behavior.
Facilitator: Dr. Amy Bucher, Behavior Change Design Director, Mad*Pow.
Aline Holzwarth, Pattern Health
Aline Holzwarth is an applied behavioral scientist, primarily focusing on digital health research and scientifically informed product design. She is Head of Behavioral Science at Pattern Health, a healthcare technology company that makes it easy to create personalized care plans (patterns) for patients, leveraging behavioral science to help patients stick to these patterns. She also co-founded the Behavior Shop, a behavioral science advisory company, and holds an appointment as Principal of the Center for Advanced Hindsight at Duke University, an applied behavioral science lab that helps people be happier, healthier and wealthier, at home and abroad.
Vanessa Mason, Institute for the Future
Vanessa is the research director for IFTF's Future 50 Partnership, a network of future-smart organizations that support strategic foresight research into the urgent futures that will shape the next decade across the business, social and civic spheres. Her research and foresight work delivers and scales real-world impact with a focus on health and healthcare, equity and technology.
Prior to Institute for the Future, Vanessa worked in a variety of roles at the intersection of inclusive design, innovation and health, advancing product and business strategy for technology that advances health equity and programs and strategies that foster entrepreneurship among underrepresented populations.
She is a frequent speaker and has been recognized as a 2018 Aspen Ideas Festival Spotlight Health Scholar, 40 Under 40 Tech Diversity Silicon Valley, 2016 New Leaders Council San Francisco Fellow, 200 Black Women in Tech to Follow on Twitter and as a 2016 TEDMED Research Scholar. Vanessa earned her BA in psychology from Yale University and her MPH in global health from Columbia University
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How Kaiser Permanente is using human centered design to help members understand and improve their emotional health
In this session you will learn:
One
We will share key insights from our journey to stand up an ecosystem for emotional health and wellness with digital therapeutics in multiple care settings and ‘self-serve’ access to these tools and resources on our patient facing portal.
Two
We will also share our learnings on the application of human centered design to mental health, our preliminary data and insights on the development of a digital therapeutic formulary for emotional health and wellness and key takeaways we have so far on what it takes to integrate these tools across clinical pathways.
Three
Understand how human centered methods map to health literacy
Tim Daines, QuantumBlack
Beyond the Hype: Crossing the chasm with AI and patient chronic disease management
AI is the new mantra in healthcare and is being touted by many as one of the impending saviours of personalising the patient experience, as it is a key component of the much-vaunted Transformation of Self-Care. By others it’s seen as flawed and impractical to adopt, as the quality of data and process collation is driven by the behaviour of the patient and therapy ecosystem they currently live in. This talk looks at lessons learnt from when AI has attempted to digitally transform patient and caregiver behaviour as part of chronic disease self-care. The focus will be on digital medical devices for asthma, allergies and regular medication based on the implementation and pilot testing of real-world AI solutions, which have been key to learning what design-thinking works and does not work when designing AI into a patients life. Attendees will hear what design-thinking approaches were taken, the benefits-and drawbacks of how this impacted factors that make adjustment to chronic medical illness psychologically demanding, and how cross-collaboration worked with business product owners, data scientists, engineers, patients and caregivers. The talk concludes with a summary of challenges, opportunities and future capabilities needed by designers when creating self-care solutions for patients and caregivers, where AI is trusted enough to act on insights.
Stephen Downs, Robert Wood Johnson Foundation
Designing Everyday Life to be Healthier
In the U.S., we spend more on health care than anywhere in the world, but we’re less healthy. While there are many reasons for this result, one is that we’ve created an environment in which it has become hard to be healthy. We eat poorly, we’re largely sedentary, we don’t sleep enough and we’re increasingly socially isolated. But our behaviors are driven by the cultural, physical and technological environments we’ve created. We’re asking people to swim upstream and our response is to tell people to swim harder. It’s not working. Instead we should ask what it would take to reverse the direction of the river.
We often use tech to try to change individual behaviors by providing data, information and prompts. What if instead we used tech to re-shape our environments to make healthy lifestyles the default? What if we re-engineered daily life — how we eat, sleep, move from place to place, and entertain ourselves — with health as a design goal? What if, instead of treating health like an app that sits on top of an operating system biased toward unhealthy behaviors, we built health deep into our collective OS?
This talk would examine how technology has historically shaped our daily lives, identify behaviors that designers could help facilitate through creative applications of emerging technologies and showcase illustrative examples of tech that’s starting to take on the challenge.
Sarah Gordon, CFSI
Health and finance are more and more interconnected. Medical expenses are the number one reason for bankruptcy in the US and health is noted as the highest expense in retirement. We know that over half of Americans can’t afford a $400 emergency and yet more and more consumers have high deductible health plans which require more cash out of their pocket than before. The lack of transparency in the system can lead people to be unaware of expenses coming their way, not understand the bills when they come, and not understand their plan and their ultimate financial responsibility. This can lead people to fund medical debt on credit cards and even avoid treatment because they can’t afford the expense. Financial products like HSAs are designed to support consumers in planning for and affording health expenses and can even reduce their taxable income and provide a long-term savings and investment vehicle, but many people are not aware or do not use them as they are designed. In addition, the stress associated with financial volatility can add to an individual’s stress and can actually cause or exacerbate the health problems they face.
This area is a crucial one to be aware of and to address in the work we do across the design and innovation community in health. There are many opportunities for those across the health system from payer to provider to benefits administrator and employer to help people understand and manage the financial aspects of health. This panel will help us to explore the concept of financial wellbeing as it pertains to health planning and navigation, opening our eyes to the obstacles and opportunities present.
Rebecca Fraynt, SEIU 775 Benefits Group
Rethinking Mental Health Benefits for Traditionally Under-Served Groups: How One Organization Piloted and Scaled Two Innovative Mental Health Solutions
Every year, 20% of people in the United States experience a mental health disorder. Yet, fewer than half will receive any treatment. Stigma prevents many people from ever seeking care. Those who do reach out to a provider often wait unacceptably long times for an appointment. Even individuals in ongoing treatment are unlikely to have their provider systematically measure their treatment outcomes.
While these issues affect everyone in the United States, under-served communities are disproportionately impacted. One such group is professional caregivers. Caregiving is a stressful, low-wage occupation, and many caregivers live in rural areas without access to behavioral health clinics. Compared to the general population, caregivers are more likely to have experienced a high number of adverse childhood experiences (ACEs). ACEs are correlated with increased lifetime risks of physical and emotional health conditions.
This talk discusses how SEIU 775 Benefits Group piloted and scaled two innovative mental health benefits for caregivers. The first is a mindfulness course offered to caregivers as continuing education credit. The course has been highly successful in reducing caregivers’ anxiety and depression symptoms, while also decreasing stigma. The second is Ginger.io, a HIPAA-compliant mobile app that provides caregivers with access to emotional health coaches via in-app chat, 24 hours a day, as well as video chat appointments with licensed mental health providers. This service has dramatically reduced caregivers’ wait times for mental health appointments.
This talk will touch on a number of important issues for mental health innovators. How can we design mental health solutions that meet the needs of traditionally under-served communities? How do we talk about mental health in a way that increases engagement and reduces stigma? What are the best ways to measure success? And, how do we help populations with lower digital literacy access digital solutions?
Priyama Barua Lunch and Learn Announcement
Mad*Pow's Priyama Barua discusses the MPACT Lunch and Learn
Melissa Gopnik, Commonwealth
Health and finance are more and more interconnected. Medical expenses are the number one reason for bankruptcy in the US and health is noted as the highest expense in retirement. We know that over half of Americans can’t afford a $400 emergency and yet more and more consumers have high deductible health plans which require more cash out of their pocket than before. The lack of transparency in the system can lead people to be unaware of expenses coming their way, not understand the bills when they come, and not understand their plan and their ultimate financial responsibility. This can lead people to fund medical debt on credit cards and even avoid treatment because they can’t afford the expense. Financial products like HSAs are designed to support consumers in planning for and affording health expenses and can even reduce their taxable income and provide a long-term savings and investment vehicle, but many people are not aware or do not use them as they are designed. In addition, the stress associated with financial volatility can add to an individual’s stress and can actually cause or exacerbate the health problems they face.
This area is a crucial one to be aware of and to address in the work we do across the design and innovation community in health. There are many opportunities for those across the health system from payer to provider to benefits administrator and employer to help people understand and manage the financial aspects of health. This panel will help us to explore the concept of financial wellbeing as it pertains to health planning and navigation, opening our eyes to the obstacles and opportunities present.
Dr. Elizabeth Markle, Open Source Wellness
Truth, Desire, and Habit: Animating Community as Medicine.
How often have we heard doctors deliver behavior change instructions (“Eat better! Exercise more! Reduce your stress!”) followed by something like “Good luck with that! I’ll see you in 6 months?”
For our patients who lack access to the boutique ($$) wellness industry, these kinds of “Behavioral Prescriptions” are a prescription to nowhere.
Open Source Wellness (OSW) is the nation’s first “Behavioral Pharmacy:” a democratized delivery system for the universal and trans-diagnostic behaviors and experiences that potentiate human health and wellbeing. The model leverages the power of community to animate a very simple platform: MOVE (physical activity), NOURISH (healthy meals,) CONNECT (social support), and BE (stress reduction). Adaptable to diverse populations, OSW addresses the behaviorally- and socially-mediated conditions that are driving human suffering and astronomical healthcare spending by animating clinical, community, housing, and corporate contexts as platforms for health and wellbeing.
Join us for an experience (80% direct engagement, 20% keynote on methodology and outcomes) of the OSW Truth, Desire, and Habit human technologies, and leave ready to creatively apply the active ingredients of this model to your work your world!
Kevin Dedner, Henry Health
Kevin Dedner is the Founder and CEO of Henry-Health. Henry Health's mobile app provides self-care and mental health support through culturally sensitive teletherapy, serving the population with the lowest life expectancy in the U.S., black men. Kevin is also the Founder of Forward Solutions, a federal contracting firm. Kevin is an experienced public health leader who merges evidence with practical solutions. Kevin brings tremendous experience in public health having worked on a variety of issues including childhood obesity, HIV/AIDS, to tobacco control. He has led strategic planning processes and facilitated convenings on behalf of several clients including the nation’s largest public health foundation, the Robert Wood Johnson Foundation. More recently, Kevin has started to devote his attention to the emotional and mental health of black men. Kevin has committed the remainder of his professional career to Henry Health's moonshot- To add ten years to the life expectancy of black men within the next twenty-five years.
Kevin is a graduate of the University of Arkansas with a degree in Political Science. He also holds a Masters of Public Health from Benedictine University.
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