1.
Transforming health care
with Service Design
GLOBAL SERVICE DESIGN CONFERENCE 2013
MONTANA CHERNEY & STEFAN MORITZ

2.
Significant paradigm shiſt
2
From the industrial socie‫﬚‬
2 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
To the networked socie‫﬚‬

3.
Connectivi‫﬚‬
Image: h‫﬙‬p://sea‫﬙‬letimes.com/html/photogalleries/nationworld2020784937/30.html
3 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

4.
Mobili‫﬚‬
United Hatzalah of Israel
h‫﬙‬p://www.asia.youth-leader.org/wp-content/uploads/2011/05/resized_281220101104.jpg
4 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

6.
Health and
health care are
changing.

7.
Health today:

8.
Health Care today:
01.
Reactive, disease-focused and episodic
8 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

9.
Health Care today:
01.
Reactive, disease-focused and episodic
02.
Inefficient, ineffective and unintelligent
9 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

10.
Health Care today:
01.
Disease-focused, reactive and episodic
02.
Inefficient, ineffective and unintelligent
03.
Fragmented and disconnected
10 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Potential for
Transformation

14.
Change
is hard.

15.
Patients:
Faster
service,
be‫﬙‬er
outcomes,
lower costs

16.
Doctors & Nurses:
Greater
efficiency
for be‫﬙‬er
care

17.
Providers:
Greater
efficiency
and reduced
costs

18.
Payers:
Increase
value for
their money

19.
Family & Friends:
More
actively
support
their loved
ones

20.
Communi‫:﬚‬
Be‫﬙‬er
support the
health of
themselves
and the
communi‫﬚‬

21.
Pharma / Bio Tech /
Med Tech:
Safe, costeffective and
differentiated
products and
services to
meet users’
needs

22.
IT / Tech /
Telco:
Serve more
users
whenever,
wherever

23.
Others:
Touch users
in more and
more areas
of their lives

24.
Not easy
but possible.

25.
User-Driven Change
It has happened before.
COMMUNICATION
BANKING
25 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
MUSIC
HEALTH CA

26.
User-Driven Change
The time to act is now.
COMMUNICATION
BANKING
26 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
MUSIC
HEALTH CA

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Anytime
Anywhere
Care happens all the
time and everywhere

28.
A New Care Paradigm:
. Proactive
. Preventative
. Predictive
. Preemptive

29.
Unlocking the
transformation.

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

31.
Many steps
The direct impact of ECDC is many steps removed from the patients in the
local member state countries.
31 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

33.
Sharper
focus
Relationships
Tangible
ideas
Faster
results
Internal
engagement
Roadmaps
33 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

34.
“
This intervention made clear that it’s
possible to get far by pre‫ ﬛‬small means.
34 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Participant

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

36.
Framing the problem together
36 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

37.
Creating a tangible vision
of the future to align and
engage stakeholders
37 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

38.
A national centre to test
Service Design in health care –
Experio Lab in Värmland coun‫﬚‬
council in Sweden.
38 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

39.
EXPERIENCE
Improving the patients experience
and creating knowledge.
39 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

40.
TRANSFORMATION
The process of ge‫﬙‬ing be‫﬙‬er and
the change of behaviour.
40 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

41.
JOURNEY
Patient journey over time and
maturi‫ ﬚‬as well as scaling the lab.
41 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

42.
Curiosi‫﬚‬
and empathy
for real people
42 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Courage to
dream about
a be‫﬙‬er future
Collaboration
to do something
about it

43.
Example project:
The patient journey
43 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

47.
Stop-motion film as a tool to
document and communicate the
journey.
47 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

48.
Think big. Start small.
48 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

49.
Reflection
What inspired you?
What can you do tomorrow?
What future would you like?

50.
The 10-10-10 Rule:
Evolve with users
over time.
50 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

51.
The 10-10-10 Rule
Evolve with Users over time
Change from Within:
By the communi‫,﬚‬
for the communi‫.﬚‬
51 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

52.
Connect to Connect:
Connected products
connect patients to
themselves, caregivers
and providers.
52 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

53.
Gather, Analyze, Apply:
Big data
made meaningful
through intelligence.
53 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

54.
Seamless Integration:
Work with the flow,
not against it.
54 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

55.
Lets start
transforming.
THANK YOU!
Stefan.Moritz@veryday.com
@st_moritz

56.
STOCKHOLM / NEW YORK / LONDON / SHANGHAI / VERYDAY.COM