sdnc13 -day2- transforming healthcare with service design by stefan moritz & montana cherney

Transforming health care with Service Design

G L O B A L S E R V I C E D E S I G N C O N F E R E N C E 2 0 1 3 M O N T A N A C H E R N E Y & S T E F A N M O R I T Z

2

Significant paradigm shist

From the industrial socie To the networked socie

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 2

Image: hp://sealetimes.com/html/photogalleries/nationworld2020784937/30.html

Connectivi

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 3

Mobili

hp://www.asia.youth-leader.org/wp-content/uploads/2011/05/resized_281220101104.jpg

United Hatzalah of Israel

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 4

Image: hp://pakmed.net/college/forum/wp-content/uploads/2013/02/08-pakmed-net-february-01-2013-medical-education-86df.jpg

Between people, for people

Mobisante

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 5

Health and health care are changing.

Health today:

01. Reactive, disease-focused and episodic

Health Care today:

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 8

01. Reactive, disease-focused and episodic

Inefficient, ineffective and unintelligent 02.

Health Care today:

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 9

Health Care today:

Fragmented and disconnected 03.

Inefficient, ineffective and unintelligent 02.

01. Disease-focused, reactive and episodic

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 10

Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Technological & Scientific Advancements

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 11

Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Access

Control

Value

Convenience

Enjoyment

Users Needs & Expectations

Technological & Scientific Advancements

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 12

Potential for Transformation

Technological & Scientific Advancements Adapted from The Creative Destruction of Medicine: How the Digital Revolution Will Create Beer Health Care by Eric Topol

Users Needs & Expectations

Technological & Scientific Advancements

Internet

Social Networking

Mobile Connectivi

Big Data

Wireless Sensors

Genomics

Imaging

Access

Control

Value

Convenience

Enjoyment

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 13

Change is hard.

Faster service, beer outcomes, lower costs

Patients:

Greater efficiency for beer care

Doctors & Nurses:

Greater efficiency and reduced costs

Providers:

Increase value for their money

Payers:

More actively support their loved ones

Family & Friends:

Beer support the health of themselves and the communi

Communi:

Safe, cost-effective and differentiated products and services to meet users’ needs

Pharma / Bio Tech / Med Tech:

Serve more users whenever, wherever

IT / Tech / Telco:

Touch users in more and more areas of their lives

Others:

Not easy but possible.

User-Driven Change

COMMUNICATION BANKING MUSIC HEALTH CARE

It has happened before.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 25

The time to act is now.

User-Driven Change

COMMUNICATION BANKING MUSIC HEALTH CARE

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 26

Access to care, access to data

Democratized Holistic picture of patients for individualized solutions

Personalized

Care happens all the time and everywhere

Anytime Anywhere

Anyone can be a care provider and everyone will work together to provide care

Collaborative

Health Care tomorrow:

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 27

A New Care Paradigm:

. Proactive

. Preemptive

. Preventative

. Predictive

Unlocking the transformation.

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.

Proactive guidance

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 30

The direct impact of ECDC is many steps removed from the patients in the local member state countries.

Many steps

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 31

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 protopes around a selected issue.

Co-creation lab

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 32

Sharper focus

Faster results

Relationships

Internal engagement

Tangible ideas

Roadmaps

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 33

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

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 34

OPD Data Management Médecins Sans Frontières

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 35

MSF provides medical care in low-resource and emergency seings providing a wide varie of services where operational flexibili is one of our core competences.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 36

Framing the problem together

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 37

Creating a tangible vision of the future to align and engage stakeholders

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 38

A national centre to test Service Design in health care – Experio Lab in Värmland coun council in Sweden.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 39

EXPERIENCE Improving the patients experience

and creating knowledge.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 40

TRANSFORMATION The process of geing beer and

the change of behaviour.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 41

JOURNEY Patient journey over time and

maturi as well as scaling the lab.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 42

Curiosi and empathy for real people

Courage to dream about a beer future

Collaboration to do something about it

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 43

Example project: The patient journey

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 44

Stakeholders that directly and indirectly influence the patient journey work in separate areas. The patient experience is disjointed and not satising for patients and not efficient for the system.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @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.

Eye opening. Improvements, ideas and insights along the way.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @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

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 47

Stop-motion film as a tool to document and communicate the journey.

| Stefan Moritz | 14 November 2013 | World Usabili Day, Berlin | @st_moritz 48

Think big. Start small.

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

The 10-10-10 Rule: Evolve with users over time.

Evolve with Users over time

The 10-10-10 Rule

Change from Within: By the communi, for the communi.

Connect to Connect: Connected products connect patients to themselves, caregivers and providers.

Gather, Analyze, Apply: Big data made meaningful through intelligence.

Seamless Integration: Work with the flow, not against it.

Lets start transforming.

THANK YOU!

Stefan.Moritz@veryday.com

@st_moritz

S T O C K H O L M / N E W Y O R K / L O N D O N / S H A N G H A I / V E R Y D A Y . C O M