People-centered innovation methods and strategies are entering every area of orgnaizational design these days. In healthcare, practices like service design & user experience design can help to improve the experience & the efficiency in a traditionnaly highly regulated environment that almost enterely relied on inside-out thinking and governance until recently. Paradoxcially enough, healthcare is an area of practice where the 'human' is central to everything. We will show how these practices can help to improve healthcare and propose a topology of areas where UX & SD methods can be used, illustrated by some examples.

1. blblal
How
to
care
?
By
Sylvain
Co3ong
www.caretodesign.com
@sly
@CareToDesign

2. Why
are
we
talking
about
UX
&
Service
Design
in
healthcare
now
?

3. Design
Thinking
and
Human
Centered
InnovaEon
are
entering
every
area
of
organizaEonal
design
to
tackle
new
complex
problems
in
a
globalized
&
technicized
world
where
old
models
don’t
work
anymore.

4. And
healthcare
doesn’t
escape
this
global
evoluEon,
on
the
contrary.

5. Healthcare
is
tradiEonnaly
a
very
top
down
&
inside-­‐out
organized
system
although
the
‘human’
is
at
the
very
center
of
it
!

6. The
reasons
are
mulEple
ª Complex
system
controlled
by
bureaucrats
ª Many
compeEng
interests
and
corporaEsms:
-­‐
physicians
-­‐
health
industry
-­‐
pharmaceuEcal
industry
-­‐
poliEcal
moraliEes
&
differences
-­‐
insurance
companies
-­‐
many
different
lobby
&
interest
groups

7. Specific
challenges
in
healthcare
ª constant
increase
in
chronic
(and
mental)
deaseases
ª worldwide,
a
growing
middle
class
having
access
to
healthcare
ª aging
populaEon
that
has
less
money
&
less
people
to
take
care
of
them
ª changing
lifestyles
ª many
inefficient
&
non-­‐human
centerd
processes
ª different
regulaEons
in
every
country
ª decrease
in
health
keeping
behavior
ª rapidly
rising
costs
vs.
shrinking
budgets
ª how
to
keep
paEents
away
from
expensive
specialits
as
long
as
possible?
ª complex
&
expensive
technology
with
short
lifecycles
ª siloed
structure
(ex:
hospitals
as
monoliths
with
their
own
silos)

8. Design
methodologies
have
a
lot
to
offer
here:
ª making
things
more
human
in
general
ª making
processes
more
efficient
ª acEvely
engaging
people
in
their
health
management
&
moEvate
them
for
prevenEon
behavior
ª fundamentally
quesEon
and
redesign
many
old
processes
&
principles
ª doing
more
with
less
ª through
be3er
&
more
human
experiences,
acceleraEon
of
illness
recovery
processes
ª designing
the
‘right’
services
&
processes
that
are
really
needed
ª use
technology
for
social
&
process
innovaEon
ª taking
a
step
backwards
and
asking
the
“why”
quesEons
ª foster
a
different
type
of
collaboraEon
between
actors
ª etc

9. ª but
the
healthcare
sector
is
very
resistant
to
change
ª on
the
other
hand,
networked
&
crowdsourced
communiEes
put
new
pressure
for
change
on
the
healthcare
bureaucracy
ª and
healthcare
bureaucracy
feels
the
pressure
itself
due
to
the
menEoned
challenges
from
externaliEes

10. The
design
thinking
process
Source:
h3p://dschool.stanford.edu/

11. User
Experience
Design
Source:
h3p://www.jjg.net/elements/pdf/elements.pdf

12. Source:
h3p://semanEcstudios.com/publicaEons/semanEcs/000029.php

13. 5
principles
of
Service
Design
• User
centered
Services
should
be
experienced
through
the
customer’s
eye.
• Co-­‐creaEve
All
stakeholders
should
be
included
in
the
service
design
process
• Sequencing
The
service
should
be
visualized
as
a
sequence
of
interrelated
acEons.
• Evidencing
Intangible
services
should
be
visualized
in
terms
of
physical
arEfacts.
• HolisEc
The
enEre
environment
of
a
service
should
be
considered.
Source:
h3p://thisisservicedesignthinking.com/

14. Source:
h3p://servicedesigntools.org/about

15. Source:
h3p://www.servicedesigntools.org/

16. Source:
h3p://www.slideshare.net/pecus/experience-­‐is-­‐the-­‐new-­‐product

17. Source:
h3p://www.slideshare.net/pecus/experience-­‐is-­‐the-­‐new-­‐product

18. Systems
thinking
is
the
process
of
understanding
how
things
influence
one
another
within
a
whole.
Source:
h3p://apintalisayon.wordpress.com/category/double-­‐loop-­‐learning/
Value
demand
vs.
Failure
demand

19. Some
economic
aspects

20. Source:
h3p://www.slideshare.net/pecus/experience-­‐is-­‐the-­‐new-­‐product

21. What
does
that
mean
for
value
creaEon
?
ª FuncEonal
value
ª EmoEonal
value
ª Contextual
value

22. Some
areas
of
applicaEon

23. Hospital
processes
&
experiences

24. Source:
h3p://www.slideshare.net/MindLabDK/how-­‐public-­‐design-­‐engaging-­‐people-­‐through-­‐design

25. Source:
h3p://www.slideshare.net/MindLabDK/how-­‐public-­‐design-­‐engaging-­‐people-­‐through-­‐design

26. Using
service
design
tools
for
emergency
room
experience
(re)design
(not
yet
done
here...)
Source:
emergency-­‐room-­‐nurse.blogspot.com

27. h3p://kipworks.com/upmc_holisEcbook.pdf

28. QuanEfied
self

30. GamificaEon

31. Gamifica'on:
Using
game
mechanics
in
social
applicaEons
to
increase
engagement,
loyalty
&
moEvaEon
to
reach
a
target.

32. GamificaEon,
just
like
social,
will
start
to
weave
into
everything:
ª Media
ª Health
Care
ª EducaEon
ª Shopping
ª CreaEon
ª CollaboraEon
ª etc

33. MoEvaEonal
design
GamificaEon
is
form
of
moEvaEonal
design:
ª “MoEvaEonal
design
refers
to
the
process
of
arranging
resources
and
procedures
to
bring
about
changes
in
moEvaEon.
MoEvaEonal
design
can
be
applied
to
improving
students’
moEvaEon
to
learn,
employees’
moEvaEon
to
work,
the
development
of
specific
moEvaEonal
characterisEcs
in
individuals,
and
to
improving
peoples’
skills
in
self-­‐
moEvaEon.”
Source:
h3p://www.arcsmodel.com/pdf/MoEvaEonal%20Design%20Rev%20060620.pdf

34. Source:
h3p://www.3sat.de/page/?source=/nano/technik/165752/index.html

35. mHealth

36. Source:
h3p://www.qualcomm.com/sites/default/files/common/qua_eu_infographic.jpg

37. Source:
h3p://www.qualcomm.com/sites/default/files/common/qua_eu_infographic.jpg

38. Source:
h3p://www.qualcomm.com/sites/default/files/common/qua_eu_infographic.jpg

39. Telecare
&
telemonitoring

42. Source:
h3p://www.vitality.net/

44. It’s
not
about
technology.

45. Source:
h3p://www.ideo.com/by-­‐ideo/design-­‐thinking-­‐for-­‐social-­‐innovaEon-­‐in-­‐stanford-­‐social-­‐innovaEon-­‐review

46. Design
has
a
massive
potenEal
to
transform:
We
need
it
in
all
aspects
of
health
care
services.
Source:
h3p://www.slideshare.net/MindLabDK/how-­‐public-­‐design-­‐engaging-­‐people-­‐through-­‐design

47. There
is
a
need
for
skill
development
for
healthcare
professionals
:
ª ObservaEon
ª Filming
ª Mapping
experiences
ª Prototyping
ª Confidence
to
co-­‐design
ª Human
centered
innovaEon

48. h3p://www.caretodesign.com/

50. Health
Innovators
Network
(HIN)
connects
people
interested
in
healthcare
innovaEon
and
healthcare
service
design.
CARE
TO
DESIGN
is
the
iniEator
of
the
Health
Innovators
Network
(HIN)

51. HIN
aims
to
inspire,
to
share
knowledge
between
its
members
and
iniEates
projects
that
improve
innovaEon
capabiliEes
of
healthcare
insEtuEons.

52. The
network
consists
of
professionals
from
different
disciplines
who
further
build
on
a
common
roadmap.
A
design
approach
(learning
by
doing)
is
at
the
core
of
all
acEviEes.

53. Join
us
on
Facebook:
www.facebook.com/healthinnovatorsnetwork
Or
on
Twi3er:
twi3er.com/4_be3er_health

54. blblal
Thank
you
for
your
a3enEon
!
By
Sylvain
Co3ong
www.caretodesign.com
Twi3er:
@sly
Twi3er:
@CareToDesign