There are many players in the healthcare ecosystem: payers, providers, healthcare technology companies, pharmaceutical companies, non-profits, and government. Each organization plays its part, addressing certain needs. Each have their own objectives, value propositions and methods of making money. Despite unique and sometimes conflicting goals, they all have a shared objective: to care for the patient and to improve their outcomes. However, the way that data and money flow through this system has created pathways that are hard to adjust. Some of the organizations work together and have built bridges, while others have not yet been able to do so. The healthcare industry spends a lot of time fixing the problems that it has created itself and struggles to move past that to addressing the true needs of the patient in a comprehensive and organized fashion.
When working with clients, Mad*Pow’s research focuses on understanding the target audience and what they need to ensure that the new solution we create will deliver value for them AND deliver upon the client’s specific objectives. During that process, we discover outlying facts, gaps, frustrations, desires–representing unmet needs. However, the organizations we are working with may not be in a position to deliver upon these needs, so often they are not considered in the solution. In this presentation, we will discuss the unmet needs of a specific patient population, how we discovered them, and how this can lead to a deeper understanding of the healthcare ecosystem and opportunity for the organizations within it to truly improve patient experiences.
4. I was overwhelmed, confused, and
alone. There was no one to talk to.
I didn’t know what I
should do first or what
to expect.”
4
“
5. 5
Health is a state of complete physical, mental
and social well-being and not merely the
absence of disease or infirmity.
- World Health Organization
8. Masseuse
PCP
Support Network:
Friends & Family
Pharmacist
Lawyer
Chiropractor
CSR
Health
Coach
CSR
CSR
HR
Cardiologist
Nurse
Weight Watchers
Therapist
Gym
Lobbyists
Social
Worker
Lobbyists
Politicians
Patient
Advocate
Translator
Transportation
Service
Financial Entities
Heart Health
Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM
Insurance
Company
Insurer for
Hospital
Federal Government
HHS
FDA
CDC
Legislature
Executive
Branch
Employer
Government
Condition
Management
Companies
Information: Google,
Web MD, YouTube,
iTunes
Condition Management
Start Up
Walk in Clinic
Organizations &
Non-Profits
Health Tech
State
Health
Exchanges
Local
Agencies
Health
Communications
Patient Community
Who will help Jim?
9. 9
That need is neither our
responsibility nor one that will
be mitigated anytime soon in
the industry.”
“
10. Masseuse
Weight Watchers
The health ecosystem
PCP
Support Network:
Friends & Family
Pharmacist
Lawyer
Chiropractor
CSR
Health
Coach
CSR
CSR
HR
Cardiologist
Nurse
Therapist
Gym
Lobbyists
Social
Worker
Lobbyists
Politicians
Patient
Advocate
Translator
Transportation
Service
Financial Entities
Heart Health
Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM
Insurance
Company
Insurer for
Hospital
Federal Government
HHS
FDA
CDC
Legislature
Executive
Branch
Employer
Government
Condition
Management
Companies
Information: Google,
Web MD, YouTube,
iTunes
Condition Management
Start Up
Walk in Clinic
Organizations &
Non-Profits
Health Tech
State
Health
Exchanges
Local
Agencies
Health
Communications
Patient Community
25. Unmet
Needs of
Insurance
Members
Understanding their insurance
Getting easy answers
Knowing what to expect
Understanding treatment options
Knowing how to find the best care
Getting support through transitions and stressful situations
Knowing how much they will pay now and over time
Funding alternative treatments and deductibles
35. For Jim.
Photo Credits
My Room – Michael Wyszomierski
Coffee For One – David Hodgson
Star Cluster – HuntingDesigns
Dreaming above the Clouds – Becca Fawley
@Amy Cueva
@MadPow - Founder & Chief Experience Officer
@HxRefactored - Chair of Design Track