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Transforming health care
with Service Design

GLOBAL SERVICE DESIGN CONFERENCE 2013
MONTANA CHERNEY & STEFAN MORITZ
Significant paradigm shiſt
2

From the industrial socie‫﬚‬

2 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherne...
Connectivi‫﬚‬

Image: h‫﬙‬p://sea‫﬙‬letimes.com/html/photogalleries/nationworld2020784937/30.html

3 | 20 November 2013 | ...
Mobili‫﬚‬

United Hatzalah of Israel
h‫﬙‬p://www.asia.youth-leader.org/wp-content/uploads/2011/05/resized_281220101104.jpg...
Between people, for people

Mobisante
Image: h‫﬙‬p://pakmed.net/college/forum/wp-content/uploads/2013/02/08-pakmed-net-feb...
Health and
health care are
changing.
Health today:
Health Care today:
01.

Reactive, disease-focused and episodic

8 | 20 November 2013 | SDNC Cardiff | @byVeryday | @Montana...
Health Care today:
01.

Reactive, disease-focused and episodic

02.

Inefficient, ineffective and unintelligent

9 | 20 Novem...
Health Care today:
01.

Disease-focused, reactive and episodic

02.

Inefficient, ineffective and unintelligent

03.

Fragmen...
Internet
Social Networking
Technological &
Scientific
Advancements

Mobile Connectivi‫﬚‬
Big Data
Wireless Sensors
Genomics...
Access
Users Needs &
Expectations

Control
Value
Convenience
Enjoyment
Internet
Social Networking

Technological &
Scienti...
Access
Users Needs &
Expectations

Control
Value
Convenience
Enjoyment
Internet
Social Networking

Technological &
Scienti...
Change
is hard.
Patients:

Faster
service,
be‫﬙‬er
outcomes,
lower costs
Doctors & Nurses:

Greater
efficiency
for be‫﬙‬er
care
Providers:

Greater
efficiency
and reduced
costs
Payers:

Increase
value for
their money
Family & Friends:

More
actively
support
their loved
ones
Communi‫:﬚‬

Be‫﬙‬er
support the
health of
themselves
and the
communi‫﬚‬
Pharma / Bio Tech /
Med Tech:

Safe, costeffective and
differentiated
products and
services to
meet users’
needs
IT / Tech /
Telco:

Serve more
users
whenever,
wherever
Others:

Touch users
in more and
more areas
of their lives
Not easy
but possible.
User-Driven Change
It has happened before.

COMMUNICATION

BANKING

25 | 20 November 2013 | SDNC Cardiff | @byVeryday | @Mo...
User-Driven Change
The time to act is now.

COMMUNICATION

BANKING

26 | 20 November 2013 | SDNC Cardiff | @byVeryday | @Mo...
Health Care tomorrow:
Democratized

Personalized

Access to care,
access to data

Holistic picture
of patients for
individ...
A New Care Paradigm:
. Proactive
. Preventative
. Predictive
. Preemptive
Unlocking the
transformation.
Proactive guidance
ECDC provides guidance to European member states to help prevent and control diseases.
This is currentl...
Many steps
The direct impact of ECDC is many steps removed from the patients in the
local member state countries.

31 | 20...
Co-creation lab
We designed and tested to explore a fundamentally new way for ECDC to work with
member states. It placed a...
Sharper
focus

Relationships

Tangible
ideas

Faster
results

Internal
engagement

Roadmaps

33 | 20 November 2013 | SDNC ...
“

This intervention made clear that it’s
possible to get far by pre‫ ﬛‬small means.

34 | 20 November 2013 | SDNC Cardiff ...
OPD Data Management
Médecins Sans Frontières
MSF provides medical care in low-resource and emergency se‫﬙‬ings
providing a...
Framing the problem together

36 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Creating a tangible vision
of the future to align and
engage stakeholders

37 | 20 November 2013 | SDNC Cardiff | @byVeryda...
A national centre to test
Service Design in health care – 
Experio Lab in Värmland coun‫﬚‬
council in Sweden.
38 | 20 Nove...
EXPERIENCE
Improving the patients experience
and creating knowledge.

39 | 20 November 2013 | SDNC Cardiff | @byVeryday | @...
TRANSFORMATION
The process of ge‫﬙‬ing be‫﬙‬er and
the change of behaviour.

40 | 20 November 2013 | SDNC Cardiff | @byVery...
JOURNEY
Patient journey over time and
maturi‫ ﬚‬as well as scaling the lab.

41 | 20 November 2013 | SDNC Cardiff | @byVery...
Curiosi‫﬚‬
and empathy
for real people
42 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz

Co...
Example project:
The patient journey

43 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Stakeholders that directly and indirectly influence the patient journey work in separate areas.
The patient experience is d...
By moving out of the system one joint group was set up.
For eight weeks this group met every Friday for a short intense wo...
Each of three teams followed a real life patient case all the way through.
Documenting each step, mapping out the journey,...
Stop-motion film as a tool to
document and communicate the
journey.
47 | 20 November 2013 | SDNC Cardiff | @byVeryday | @Mon...
Think big. Start small.
48 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
Reflection
What inspired you?
What can you do tomorrow?
What future would you like?
The 10-10-10 Rule:
Evolve with users
over time.
50 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_m...
The 10-10-10 Rule
Evolve with Users over time

Change from Within:
By the communi‫,﬚‬
for the communi‫.﬚‬
51 | 20 November...
Connect to Connect:
Connected products
connect patients to
themselves, caregivers
and providers.
52 | 20 November 2013 | S...
Gather, Analyze, Apply:
Big data
made meaningful
through intelligence.
53 | 20 November 2013 | SDNC Cardiff | @byVeryday | ...
Seamless Integration:
Work with the flow,
not against it.
54 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherne...
Lets start
transforming.
THANK YOU!
Stefan.Moritz@veryday.com
@st_moritz
STOCKHOLM / NEW YORK / LONDON / SHANGHAI / VERYDAY.COM
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Transforming health care with Service Design – Global Service Design Conferenc 2013

How to achieve lower cost and better outcomes through a proactive, preventative, predictive and preemptive care paradigm.

Transforming health care with Service Design – Global Service Design Conferenc 2013

  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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz To the networked socie‫﬚‬
  3. 3. Connectivi‫﬚‬ Image: h‫﬙‬p://sea‫﬙‬letimes.com/html/photogalleries/nationworld2020784937/30.html 3 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  9. 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. 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. 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. 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. 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. 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 BANKING 25 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz MUSIC HEALTH CA
  26. 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. 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. 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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  33. 33. Sharper focus Relationships Tangible ideas Faster results Internal engagement Roadmaps 33 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  34. 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. 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. 36. Framing the problem together 36 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  37. 37. Creating a tangible vision of the future to align and engage stakeholders 37 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  38. 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. 39. EXPERIENCE Improving the patients experience and creating knowledge. 39 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  40. 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. 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. 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. 43. Example project: The patient journey 43 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  47. 47. Stop-motion film as a tool to document and communicate the journey. 47 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  48. 48. Think big. Start small. 48 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @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. 50 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  51. 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. 52. Connect to Connect: Connected products connect patients to themselves, caregivers and providers. 52 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  53. 53. Gather, Analyze, Apply: Big data made meaningful through intelligence. 53 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  54. 54. Seamless Integration: Work with the flow, not against it. 54 | 20 November 2013 | SDNC Cardiff | @byVeryday | @MontanaCherney | @st_moritz
  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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