Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s business
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Talk | Service Design is Everybody's Business What if service design was everybody’s business and not only that of formally trained designers? Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.
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Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s business
- 1. Service Design is Everybody's Business Aubrey Kraft Kaiser Permanente @designatkp
- 2. what if service design was everybody’s business?
- 6. 22,914 59,127 218,853 701 39 Physicians Nurses Staff Medical Offices Hospitals 12.3 MILLION COUNT ON US
- 7. 7 The Business Value of Design October 2018
- 8. 8TheBusiness ValueofDesign October2018 “Design-led companies had 32% more revenue and 56% higher total returns to shareholders compared with other companies.”
- 9. 9TheBusiness ValueofDesign October2018 “Design-led companies had 32% more revenue and 56% higher total returns to shareholders compared with other companies.” “Top companies make user- centric design everyone’s responsibility, and they continually break down silos to integrate designers with other functions.”
- 11. 1700 100trained projects completed
- 12. 3500+reached
- 18. leverage what exists mindsets & methods matter accessible & flexible build
- 19. leverage what exists mindsets & methods matter accessible & flexible build HCD@KP
- 20. leverage what exists mindsets & methods matter accessible & flexible build Service design Care experience Clinical quality Agile/ Lean better outcomes
- 21. COLLABORATE RADICALLY BE BOLD: BIAS TO W ARD ACTION MAKEITSAFE TO SHARE IDEAS FLARE BEFO R E YO U FOCUS UNDERSTAND customers needs REFRAME opportunities BUILD & TEST prototypes IMAGINE new possibilities CoDESIGN leverage what exists mindsets & methods matter accessible & flexible build
- 22. leverage what exists mindsets & methods matter accessible & flexible CoDESIGN Human-Centered Design @ KP RECIPE CARD build
- 23. equip intentional spread treat it as a discipline teach it to everyone
- 24. equip intentional spread treat it as a discipline teach it to everyone
- 25. equip intentional spread treat it as a discipline teach it to everyone
- 26. equip intentional spread treat it as a discipline teach it to everyone Medical Education • Technology Experience • Pharmacy Mental Health • Workforce of the Future • Diabetes Workplace Inclusivity • Licensing and Credentialing Employee Experience • Benefits • Discharge Breast Feeding • Dementia • Telehealth • Safety Culture Change • Healthy Lifestyle • Maternity Care
- 29. what if service design was everybody’s business?
- 30. x service design is everybody’s business
- 31. service design is everybody’s business
- 32. thank you!
- 33. thank you! Aubrey Kraft SeniorServiceDesigner| KaiserPermanente linkedin.com/in/aubreykraft|www.kpdesignconsultancy.org|@designatkp https://www.kpdesignconsultancy.org/resources