l6 handout maher mc carthy are you ready for this

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Innovation Skill Building!

Design your way to Better Services! Are you ready for this?

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(Yes. These slides are slightly different than those you downloaded.)!

© 2012 Kaiser Permanente / 2!

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$50.6B operating revenue!9.1 million members (patients)!

174,000 employees!16,000 physicians!

600+ medical offices!38 hospitals!

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•  !

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Mike!Brand Strategy!

Christi!RN, Hosp Admin!

Melissa!Interaction Design!

Chris!Process, IT! Mary!

Industrial Design!

Laura!Design Research!

Nicole!Office Mgmt!

Scott!Service, Clinic Admin!

Katherine!Architecture!

Dana!Design Research!

innovation consultancy

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Introducing: Chris McCarthy!

Ko Awatea- ʻDawning of the first lightʼ!

Sits within the Middlemore Hospital !Complex and Counties Manukau Health !System in Auckland !Comprises –!• Workforce and Leadership Capability!• Quality Improvement and Innovation!• Research, Knowledge and Information Management!• Joint Venture Partnership with The University of Auckland, Manukau Institute of Technology and Auckland University of Technology!!

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Introducing: Lynne Maher !

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Life in health services sometimes it feels like this…!

"Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it.”!!A A Milne!

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“Insanity: doing the same thing over & over again and expecting different results.”

- Albert Einstein

Design- A creative method of problem solving.!It helps individuals and teams to break away from traditional mindsets and think in a fresh, creative way about developing solutions for better health and social care.!

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How can Design help? !

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How do Design methods help? !

Design methodology focuses on really understanding the problem!!It provides very useful tools and approaches for example;!Ethnography/including observation, deep conversations, listening, enquiring, videoing, mapping, idea generation, simulation, prototyping, testing, reviewing, implementing!

@LynneMaher1

Pink and fluffy?!

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Focused and effective………..!

Identify the challenge- including baseline data!Review insights and synthesize learning!Generate new ideas and develop concepts!Prototype/ Simulate and refine!Define measures!Test and design implementation!Review!!There are many slightly different versions of this type of !structure which have been adapted to suit a local context!

Ideo Innovation Process!

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Jeffrey Baumgartner!Artist and !innovator!

Mayo Clinic Design Process!

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Understand Look for pa0erns Ideate Prototype Get feedback Pilot & measure

Kaiser Innovation Consultancy !!!

Innovation is typically the result of a structured process…!

Of course it is really more like this...!

@LynneMaher1

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What is the problem with giving meds in the hospital?!

“Nothing, we work hard and get it done.”

Case Study - KP MedRite!

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21!



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✴  No Interruption Sash!✴  Sacred Zone!✴  Standardized Process!


1! 2! 23!

1! 4!3!

Nurses love it.

Doctors understand it.

Pa@ents appreciate it.

Family members are relieved by it.

Joint Commission says “Good Prac@ce”

Harvard Business Review, Wall Street Journal, New York Times... Yep!

Pilot hospitals are repor@ng 30 – 60% reduc@on in medica@on errors.

105% ROI in first two years.

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What is the problem with meds at home?!

Working with very high intensity users !

20,000 days

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Readmission-‐ Agnes and Two Blue Pills

20,000 days

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“When developing new products, processes or even businesses most

companies are not sufficiently rigorous in defining the problems

they are attempting to solve”!!

Spradlin (2012) Harvard Business Review!

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“If I had an hour to save the world, I would spend 59 minutes

defining the problem !and one minute finding

solutions”!!

Albert Einstein !

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!!

© NHS Institute for Innovation and Improvement 2009

1.  Don’t listen very much to our users and we do the designing

2. Listen to our users then go off and do the designing

3. Listen to our users and then go off with them to do the designing

(Professor Paul Bate 2007)

3 Ways we often work !

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Learning from Designers!The components of good design!

Berkun, 2004 adapted by Bate

Performance! Engineering! The aesthetics of experience!

How well it does the job /is fit for the

purpose!

How safe, well engineered and reliable

it is!

How the whole interaction with the

product/service ʻfeelsʼ/is experienced!

Functionality! Safety! Usability!

+ +

!Insights from patients and carers and

staff help to design services that better meets the needs of people!

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We need to start with ourselves!

“Creative thinking involves breaking out of established patterns (valleys) in order to look at things in a different way.”

Edward de Bono

The best innovators arenʼt lone geniuses. !Theyʼre people who can take an idea thatʼs obvious in one context and apply it in not-so-obvious ways to a different context.!

Harvard Business Review!

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This workshop

Overview!


Draw your experience!Interview!Fly on the wall!!

What you will learn today:!

Writing “How Might We” Questions!Brainstorming!

Storyboarding!Rapid Prototyping!Video Enactment!

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What this is NOT….

A complete soup to nuts training on how to be a designer, ethnographer, or facilitator!

What this is….

An initial introduction to design thinking concepts and techniques!!An opportunity to try out some practical tools!

This workshop…!

Understand the Environment!

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© 2012 Kaiser Permanente, Innovation Consultancy! © 2012 Kaiser Permanent / 39!


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41!

Out-of-Context!

In-Context!

Non-Traditional!Traditional!

Secondary!Research!

Trend!Analysis!

Cultural Probes!

Grand !Tour!

Interviewing!

Video-!graphy!

“Fly on!the Wall”!

Storytelling!Sessions!

Draw Your!Experience!

Sacrificial Concepts!

Immersion!

Fresh Eyes!

Analogous !Observations!

Empathize to discover.!

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Look for human factors.!


Today’s Challenge

You are an executive in a major airline. Youʼve been hearing more and more from the newspapers, TV and your own customer surveys that both business travelers and families are frustrated with the experience of flying with children.!

The Problem Statement (for today)

You, the airline executive, pose the following challenge to your team: !Letʼs improve the experience of flying with children within one year. !

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45!

Out-of-Context!

In-Context!


Secondary!Research!

Trend!Analysis!

Cultural Probes!

Grand !Tour!

Interviewing!





Immersion!

Fresh Eyes!

Video storytelling!



Ask participants to visualize an experience through drawings and diagrams. Then, dedicate time to debriefing the drawing with the participant. !

WHAT IS DRAW YOUR EXPERIENCE?!

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Your turn! !Think for a moment about your worst/best plane trip. What images pop in your mind? What colors come to mind?!!Grab a piece a paper draw and draw!!!


Your turn! !Pair up, and debrief each other about the drawings. Dig Deep!!!What do the symbols mean? Why those colors?!!

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49!

Out-of-Context!

In-Context!


Secondary!Research!

Trend!Analysis!

Cultural Probes!

Grand !Tour!

Interviewing!





Immersion!

Fresh Eyes!

Video storytelling!


Question types!


Peer Comparison “Do other clinicians handle situations this way, or differently?”!

Projection “What do you think would happen if…”!

Native Language “Why do you call this room ʻthe war roomʼ?”!

Clarification “…and when you say ʻthe principals will eat you alive,ʼ what do you mean exactly?”!

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Naïve Outsider Perspective “Iʼm not a nurse, tell me about this medication thing”.!

Quantity “How many of your colleagues fall into that category?”!

Changes Over Time “How are things different than they were a year ago?”!

Sequence “Walk me through a typical day…”Specific Examples — “Let's take yesterday for example, which meetings did you attend?”!

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Video !

Choose one!


Peer Comparison “Do other clinicians handle situations this way, or differently?”!

Projection “What do you think would happen if…”!

Native Language “Why do you call this room ʻthe war roomʼ?”!

Clarification “…and when you say ʻthe principals will eat you alive,ʼ what do you mean exactly?”!

!

Naïve Outsider Perspective “Iʼm not a nurse, tell me about this medication thing”.!

Quantity “How many of your colleagues fall into that category?”!

Changes Over Time “How are things different than they were a year ago?”!

Sequence “Walk me through a typical day…”Specific Examples — “Let's take yesterday for example, which meetings did you attend?”!

!

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Your turn! !Pick a new partner. Using your assigned question type, interview your partner about their drawing.!!Switch after 3 minutes.!!

54!

Out-of-Context!

In-Context!


Secondary!Research!

Trend!Analysis!

Cultural Probes!


Grand !Tour!

Interviewing!





Immersion!

Fresh Eyes!

Video storytelling!

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© 2012 Kaiser Permanente, Innovation Consultancy! © 2012 Kaiser Permanente / 55!

Video


Your turn! !Each table will view the video from a different lens. !!Table 1: Observe Space!Table 2: Observe Tools!Table 3: Observe People!Table 4: Observe the conversation!!

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© 2012 Kaiser Permanente, Innovation Consultancy! © 2012 Kaiser Permanente / 57!

Video


Your turn! !Whatʼd ya see? !!Table 1: Space!Table 2: Tools!Table 3: People!Table 4: Conversation!!

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59!

Out-of-Context!

In-Context!


Secondary!Research!

Trend!Analysis!

Cultural Probes!

Grand !Tour!

Interviewing!





Immersion!

Fresh Eyes!

Video storytelling!



Additional Resources

Understand Environment!

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Imagine !Possibilities!


Tigers and Bears! !Purpose: Getting people to come up with lots of ideas!!!1.  Pair up!2.  One person choose tigers, one person choose bears.!3.  Tigers go first- you have 1 minute to think of all the

reasons Tigers are great.. “Tigers are great because…”!4.  Your partner will tally all of the ideas you have. Go for

quantity!!5.  Repeat, with Bears!!

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Brainstorming is a group creativity technique designed to generate a large number of ideas for the solution of a problem.!


WHAT IS BRAINSTORMING?!


“The best way to have a good idea, is to have lots of ideas….”

–Linus Pauling

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“The best innovators aren’t lone geniuses. They’re people who can take an idea that’s

obvious in one context and apply it in not-so-obvious ways to a different context.”

Harvard Business Review

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Your turn! !“How Might We”!!!! !!


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Defer! judgment.


Encourage! wild ideas.

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Build on the ! ideas of others.


Stay focused ! on the topic.

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One conversation at a time.


Be visual

good

better

best

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Your turn! !Designate a facilitator. Brainstorm the question, “How might we enable toddlers and adults to enjoy long flights together?” !!Start with a silent brainstorm, then as a group brainstorm.!Remember the rules!!!!! !!


Your turn! !Cluster your ideas. Select 2-3 criteria to help participants focus their attention. !!e.g.: Can do quickly, will achieve the greatest impact in safety, will engage most staff……!!Set your voting rules. How many voting dots (it equals the number of ideas divided by 3). Can you top load?!!Vote!!!!! !!

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Prototype!Ideas!


WHAT IS A PROTOTYPE?!

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WE PROTOTYPE TO…!

To get early feedback!

To communicate a vision!

To inspire!

Fail safely, quickly, and inexpensively!

To allow concepts to be experienced!

To collaborate around!


PROTOTYPE SUPPLIES!

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Enactments! Rapid Mock-Ups! Storyboards!


10 dollars.!10 minutes.!

DONʼT OVERTHINK IT…!

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Your turn! !!

10 min Storyboard

10 min Prototyping

10 min Act It Out

10 min Filming

Prototype!Ideas!

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KPʼs Innovation Consultancy Twitter: @KPInnovationWeb: http://www.kpinnovation.org/!

Chris McCarthy Twitter: @McCarthyChrisBlog: http://mccarthychris.com/!

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Ko Awatea Twitter: @KoAwatea Web: http://koawatea.co.nz/!

Lynne Maher Tiwtter: @LynneMaher1!!

Keep in touch!