HXR 2016: Designing Within a Hospital System: Challenges and Strategies
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Designers embedded within a large healthcare system have a unique opportunity to work directly with patients, doctors, nurses, and other staff to create significant impact in how healthcare is provided. However, along with this exceptional access come big challenges: complicated bureaucratic power structures, change-adverse organizational cultures, and industry-specific technology constraints. How do designers — often working alone or in small teams — position themselves in order to make a difference in this complex environment? This session will convene a group of seasoned in-house UX and service designers from diverse healthcare institutions to share stories and examples of their work as they talk about the specific challenges they face and discuss strategies for working more effectively.
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HXR 2016: Designing Within a Hospital System: Challenges and Strategies
- 1. Designing within a hospital system Moderator: Katie McCurdy, Healthcare UX Consultant Lenny Naar – HELIX Centre, St. Mary’s Hospital, London Nick Dawson – Sibley HUB at Johns Hopkins Sibley Memorial, D.C. Matt Van Der Tuyn – Penn Medicine Center for Health Care Innovation, Philly Jeremy Beaudry – University of Vermont Medical Center, Burlington VT
- 4. Professor the Lord Ara Darzi Director Paul Thompson Director Stephanie Somerville Operations Director Dominic King Clinical Lead Maja Kecman Design Lead Gianpaolo Fusari Senior Designer Matt Harrison Senior Designer Chris Natt Junior Designer Lenny Naar Design Strategist Ifung Lu Senior Designer Ivor Williams Senior Designer Anne Nazemetz Business Development Matt Prime Clinical Research Fellow Hannah Patel Health Policy Sarah Huf Clinical Research Fellow
- 6. Mobile
- 8. Mobile Data-driven Unparalleled access
- 10. Why is healthcare stuck?
- 12. PLASTIC SURGERY
- 15. Anatomic Area
- 17. Organ System Patient GroupAnatomic Area
- 18. Plastic surgery is a unique specialty that defies definition; it has no organ system of its own, and is based on principles rather than specific procedures. Plastic Surgery International Volume 2012 (2012), Article ID 962169 Nikhil Panse, Smita Panse, Priya Kulkarni, Rajendra Dhongde, and Parag Sahasrabudhe
- 20. People think designers do tummy tucks and face lifts
- 21. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 22. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 23. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 24. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 25. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 26. INDUSTRIAL DESIGN VISUAL DESIGN SERVICE DESIGN DESIGN FOR BEHAVIOUR CHANGE INTERACTION DESIGN GRAPHIC DESIGN SYSTEMS/TECHNOLOGY DESIGN ENVIRONMENT DESIGN UX DESIGN
- 28. 228% D.INDEX S&P INDEX Dec 2013Jun 2003 $39,922.89 $17,522.15 $40K $5K $25K $15K Design-Driven Companies Outperform S&P By 228% Over Ten Years—The ‘Dmi Design Value Index' Design Management Institute, Michael Westcott, 10 March 2014
- 29. Design-Driven Companies Outperform S&P By 228% Over Ten Years—The ‘Dmi Design Value Index' Design Management Institute, Michael Westcott, 10 March 2014 228% D.INDEX S&P INDEX Dec 2013Jun 2003 $39,922.89 $17,522.15 $40K $5K $25K $15K
- 30. Is healthcare a creative industry?
- 33. Human beings make mistakes because the systems, tasks and processes they work in are poorly designed. Professor Lucian Leape Harvard School of Public Health
- 35. Asthma Bowel Cancer Patient Experience End of Life Care Discharge Enhanced RecoveryLimb Rehabilitation Childhood Obesity
- 36. Engaging kids in managing asthma
- 37. 5.5m Asthma sufferers in the UK 75% Asthma hospital admissions are avoidable 90% Deaths due to asthma are avoidable £1bn Cost to NHS for asthma treatment @helixcentre
- 40. 2/3 people do not fill in their Asthma Action Plan @helixcentre
- 41. @helixcentre
- 42. @helixcentre
- 43. @helixcentre
- 50. building a culture of design at Johns Hopkins
- 58. The Hub exists to envision what healthcare will look and feel like in 5 years and to make that vision real today.
- 59. The Hub focuses on projects which improve patient care, empower and engage staff, and improve clinical quality.
- 60. The Hub works openly and always engages patients as equal stakeholders in the design process.
- 61. 1 Senior Focused Transition A NICHE Project Matt Brown, MSN, RN-BC Suzanne Dutton, MSN, RN, GNP-BC September 2015 A NICHE Project
- 62. # 16: How often did the hospital staff tell you what the medicine was for? 69.9 44 71 92.3 0 20 40 60 80 100 65-79 80+ 6East % that answered always 6E 2014 6E Post SFT Age Range in Years
- 68. Accelerating Ideas to Transform Health Care
- 73. Who are these designers?
- 74. How might we enable a culture of innovation across our organization?
- 75. Explore “It might work” Scale “It does work” Sustain “How we work” PHASE 1 PHASE 2 PHASE 3 Innovation Accelerator Program
- 77. 3 months later
- 78. 2x Increase in show-rate for follow-up care 4x Increase in eye-exam screening rates 40% Decrease in ED visits
- 79. Designing for rapid validation § Divergent exploration § De-risking assumptions § Evidence based learning
- 80. What is the role of the designer?
- 81. Design for Accelerating Platforms Providing the knowledge, tools, resources & rewards to encourage and catalyze others to reimagine care delivery.
- 82. Thank you.
- 83. DESIGN IS CULTURE Panel Discussion: “Designing within a healthcare system: challenges and strategies” HxRefactored Conference April 5, 2016 Jeremy Beaudry Experience Design Strategist @jeremybeaudry
- 84. SOME MIGHT SAY our healthcare systems are complex “Your New Health Care System”, U.S. Joint Economic Commi=ee, Republican Staff
- 85. DESIGN ♥ HEALTHCARE a whole lotta wicked problems (job security!) Kaiser Permanente InnovaFon Consultancy
- 86. OOPS, I ACCIDENTALLY BROKE YOUR STRATEGY what designers do bumps up against organizational strategy and culture so let’s be intentional (er, strategic) about our impact in that space
- 87. ORGANIZATIONAL CULTURE is for the grown-ups Herman Miller’s Office Cubicle (source: Ge=y Images)
- 88. ORGANIZATIONAL CULTURE “the way things are done around here” ARTEFACTS VALUES UNDERLYING ASSUMPTIONS “OrganizaFonal culture and quality of healthcare,” HTO Davies et al.
- 89. ORGANIZATIONAL CULTURE “the way things are done around here” ARTEFACTSVALUES UNDERLYING ASSUMPTIONS
- 90. ORGANIZATIONAL CULTURE in healthcare systems
- 91. ORGANIZATIONAL CULTURE in healthcare systems ARTEFACTSVALUES UNDERLYING ASSUMPTIONS
- 92. ORGANIZATIONAL CULTURE in healthcare systems ARTEFACTSVALUES UNDERLYING ASSUMPTIONS
- 93. ORGANIZATIONAL CULTURE in healthcare systems ARTEFACTSVALUES UNDERLYING ASSUMPTIONS
- 94. CHANGE IS GONNA COME from within or without, by carrot or by stick
- 96. Expressed by Using non-verbal modelling media Visual thinking and visualization Visual Seeing constraints as opportunities Brainstorming, thinking outside of the box Divergent thinking Design Values Generative, solutions-focused, optimistic Action-oriented and experimental Learn by doing Making, prototyping Iteration Enacting Empathic Reflective Integrative thinking Collaborative Talking to and listening to people Understanding the experiences of people Self awareness, evaluation, learning Systems thinking Synthesis and sensemaking Employing abductive reasoning Informed Intuition Interdisciplinary Co-creative Inclusive and participatory
- 97. Expressed by Seeing constraints as opportunities Brainstorming, thinking outside of the box Divergent thinking Design Values Generative, solutions-focused, optimistic Action-oriented and experimental Learn by doing Making, prototyping Iteration Enacting Empathic Reflective Integrative thinking Systems thinking Talking to and listening to people Understanding the experiences of people Self awareness, evaluation, learning Synthesis and sensemaking Employing abductive reasoning Informed Intuition Collaborative Interdisciplinary Co-creative Inclusive and participatory Using non-verbal modelling media Visual thinking and visualization Visual
- 98. DESIGN CHANGES CULTURE emphasizing embodied interactions
- 99. DESIGN CHANGES CULTURE inspiring meaningful action
- 100. DESIGN CHANGES CULTURE building shared understanding
- 101. DESIGN CHANGES CULTURE making an argument for how we might live
- 102. DESIGN CHANGES CULTURE ARTEFACTSVALUES UNDERLYING ASSUMPTIONS co-creation with stakeholders listening to end users divergent thinking visualization and visual thinking informed intuition rapid prototyping inclusivity and participation learning by doing and failing faster generative research interdisciplinarity connecting dots making the invisible visible
- 103. DESIGN IS CULTURE Panel Discussion: “Designing within a healthcare system: challenges and strategies” HxRefactored Conference April 5, 2016 Jeremy Beaudry Experience Design Strategist @jeremybeaudry Thanks!
- 104. Let us discuss Moderator: Katie McCurdy, @katiemccurdy Lenny Naar – HELIX Centre, @lennynaar Nick Dawson – Sibley HUB, @nickdawson Matt Van Der Tuyn – Penn Medicine, @PM_Innovation Jeremy Beaudry – UVM Medical Center, @jeremybeaudry