This presentation was a part of the "Design for Change" track at the October 29, 2015 Partners Center for Connected Health Symposium. The presentation discusses how Empathy can be our guide as we seek to improve health experiences.
10 Insightful Quotes On Designing A Better Customer ExperienceYuan Wang
In an ever-changing landscape of one digital disruption after another, companies and organisations are looking for new ways to understand their target markets and engage them better. Increasingly they invest in user experience (UX) and customer experience design (CX) capabilities by working with a specialist UX agency or developing their own UX lab. Some UX practitioners are touting leaner and faster ways of developing customer-centric products and services, via methodologies such as guerilla research, rapid prototyping and Agile UX. Others seek innovation and fulfilment by spending more time in research, being more inclusive, and designing for social goods.
Experience is more than just an interface. It is a relationship, as well as a series of touch points between your brand and your customer. Here are our top 10 highlights and takeaways from the recent UX Australia conference to help you transform your customer experience design.
For full article, continue reading at https://yump.com.au/10-ways-supercharge-customer-experience-design/
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
In this update of his past presentations on Mobile Eating the World -- delivered most recently at The Guardian's Changing Media Summit -- a16z’s Benedict Evans takes us through how technology is universal through mobile. How mobile is not a subset of the internet anymore. And how mobile (and accompanying trends of cloud and AI) is also driving new productivity tools.
In fact, mobile -- which encompasses everything from drones to cars -- is everything.
Download a full version of the report at:
www.psfk.com/report/future-of-work-2016/
The PSFK Future of Work Report deep dives into the talent and development landscape to identify the conditions and qualities that cultivate tomorrow’s leaders in the workplace. In return for investing in greater opportunity and education, employers will reap the rewards of increased efficiency, engagement and entrepreneurship—reducing mistrust, stress and ultimately turnover across teams.
Additionally, PSFK has developed six workplace visions that were inspired by 10 strategies to develop a new era of internal leadership. These boundary-pushing product and workplace concepts reimagine how teams can onboard employees, expand the office, and prevent miscommunication.
Do you struggle to finish your daily tasks, juggle your work load and keep organised at work? If so, read our top tips to help work a little smarter everyday!
Do you get nervous speaking in public? Learn how to mitigate your fear, from Lecturer Matt Abrahams.
Read "Tips and Techniques for More Confident and Compelling Presentations": stanford.io/Speaking
Do You Struggle With Employee Recognition?Elodie A.
Recognizing employees is one of the most overlooked facets of managements that even great leaders sometimes forget about. Without a good employee recognition strategy, people will feel unappreciated and build up stress.
In fact, the number 1 reason why most Americans leave their jobs is that they don’t feel appreciated . The last thing you want is to have high employee turnover because of poor employee recognition.
Read Our Guide to Learn More:
https://www.officevibe.com/employee-engagement-solution/employee-recognition?utm_source=slideshare&utm_medium=social&utm_campaign=employee-recognition&utm_content=recognition-hubpage
At Ethos3, we love the great outdoors. That is why we created this special presentation about the 58 national parks in the US. Enjoy stunning photos while learning fun facts about these natural treasures. And when you're ready to create a professional presentation of monumental proportions, contact us! Our motto is: Ain't no mountain high enough. Check us out: www.ethos3.com
Slides from SXSW 2015 session on the intersection of data and design:
http://schedule.sxsw.com/2015/events/event_IAP41090
By Trina Chiasson from https://infoactive.co
Better Twitch Broadcasting through Rapid Prototyping & Human Centered DesignDigital Surgeons
LIVESTREAMING IS BECOMING MAINSTREAM.
Human Centered Design is more than just another buzzword.
Players are now both the producers and the consumers of video content, creating new challenges and opportunities for publishers and brands.
The eSports industry is turning gaming into a lucrative spectator sport; over 200 million viewers in 2014 with over 3.7 billion hours watched.
The rise of Youtube Gaming, Periscope, and the $970m acquisition of Twitch show both the potential and popularity of streaming in the gaming community.
TWITCH HAS CHANGED THE GAME.
Twitch accounts for more than 43% of all live video-streaming traffic by volume.
BRANDS AND PUBLISHERS ARE STARTING TO SEE THE VALUE.
-Red Bull Twitch ’n Ride - the Red bull Twitch channel has 65,000+ followers
-Old Spice Nature Man - this Twitch campaign alone earned Old Spice over 32,000 followers
-Coca-Cola - partnering with League of Legends
Snickers - partnering with Twitch for their “You’re not You” campaign
WE FAIL FAST, EARLY, AND INEXPENSIVELY IN ORDER TO ARRIVE AT HUMAN CENTERED SOLUTIONS.
“GREAT DESIGN ALLOWS PEOPLE TO ACCOMPLISH THE SAME GOALS IN THE LEAST AMOUNT OF MOVES.”
DAN SAFFER
Author of Microinteractions: Designing with Details
eSports is changing the way we compete - http://esports.digitalsurgeons.com/
It’s not enough that you drink water every day. You have to make sure it’s the adequate amount and it’s absolutely safe and clean. To be guaranteed about your everyday drinking water, it would be a good idea buy water filter here in Singapore or anywhere you might be in the world.
WTF - Why the Future Is Up to Us - pptx versionTim O'Reilly
This is the talk I gave January 12, 2017 at the G20/OECD Conference on the Digital Future in Berlin. I talk about fitness landscapes as applied to technology and business, the role of unchecked financialization in the state of our politics and economy, and why technology really wants to create jobs, not destroy them. (There is a separate PDF version, but some readers said the notes were too fuzzy to read.)
Why Marketing should care about EntertainmentWAKSTER Limited
This document discusses why marketing should incorporate elements of entertainment. It argues that stories and emotional connections are more effective at capturing attention and driving sales than facts and figures. Research shows that people are more likely to remember stories than statistics. The document provides examples of how incorporating personality, emotion, and stories into marketing pitches and brand messaging can make the content more engaging and memorable for the audience. It encourages marketers to think about how to communicate their messages in a more entertaining way by choosing emotional triggers and finding creative metaphors.
Do you know a company that abandons loyal employees while reporting record profits? Based on this LinkedIn article: http://tinyurl.com/kxk5jau I help clients be clear, credible and compelling. Please follow me on LinkedIn http://www.linkedin.com/influencer/36792 or visit http://www.kasanoff.com
Things That Don't Matter in Your Presentation!Ayman Sadiq
We often spend hours together on stuffs that don’t really matter in your next presentation. You need to unclutter, focus, provide insight and yes, tell a story to convey the big idea. When you stop wasting time on the things that don’t really add any value to you presentation, we finally start adding proper value to the message and objective of your presentation. So here goes a list of things on which you should not even spend a minute. Cheers!
The document outlines 5 steps to developing a smart compensation plan: 1) gain executive support by emphasizing compensation's impact on retention and the bottom line, 2) define your compensation strategy by determining goals and market, 3) develop a market-based pay structure using appropriate job evaluation and market data, 4) build pay ranges by identifying differentials, pay grades, and guidelines for movement, and 5) implement a total rewards plan by finalizing all compensation elements, budgets, outliers, and empowering managers. Following these steps can help attract and retain top talent through a compensation plan aligned with business needs.
Good Health is Real Wealth at WorkplaceAnkur Tandon
Companies who are aggressively planning out to create a positive work atmosphere are advised to take examples from the major brands who always try to build their work environment employees-friendly.
Read more interesting content, at www.thecareermuse.co.in - We intend to inform and inspire recruiters, job seekers and anyone with an interest in the workplace and HR technology.
Hope you enjoyed reading the Infographic.
Feel free to share your feedback with us at @CareerBuilderIn
There’s no doubt that Valentine’s Day traditions have changed since the holiday first began. But now with the dawn of social media, things are changing once again. Learn more... http://www.temptationsdirect.co.uk/sextalk/1642-Valentines_Day_Traditions
How can cancer patients manage the symptoms of chemobrain? Learn more about this side effect of cancer treatment, which can sometimes cause decreased short-term memory, problems finding words, short attention span, and difficulty concentrating and multitasking.
The average Christmas dinner contains as much as 956 calories and 46g of fat.In this presentation, you will see how much weight you gained during Christmas time and what you can do to cut calories during those festive days. ~ Shared by: http://www.familychiropractic.com.sg/
10 Easy Ways to Unleash Your Kid's Brain PowerSage HR
Do you know that a baby is born with all the brain cells he needs when he becomes an adult?
Do you know that a baby creates 700 neural connections every second in the first 1,000 days of his life?
A study conducted by Dr. Jim Heckman, a Nobel Laureate in Economics, show that early stimulation of brain function during childhood plays a critical role in a child's social and economic success. Furthermore, the neural pathways and networks that are forged during the first 1,000 days will have lasting impacts on the person's social, emotional and mental capabilities --- very important factors which dictate the kind of lifestyle, job and social interactions he will have in the future.
For parents who want nothing but the best for their children, Dr. Heckman's research show that preschool experiences and early interactions with peers and adults provide the highest return in capital investment. The benefits of which decreases dramatically after school due to aging and several other reasons.
From an economic standpoint, these words ring true. Early childhood stimulation of brain function develops fluid abilities such as memory, reasoning, speed of thought and problem solving prowess. All of which are interrelated and foreshadows high-level brain function which is key to a happy, successful life.
In this Slideshare story deck, CakeHR is proud to present 10 easy, practical ways to develop your kid's brain power. Here you will learn about the importance of play, songs and interactive toys in early childhood brain stimulation. You will also learn that the way your respond to your child's needs and cries will have a direct effect on the development of his cognitive and emotional abilities.
Learn more about CakeHR at > > > cake.hr
Whether it's prescription or street drugs, when the demise includes a celebrated face, it attracts consideration regarding evil spirits that neither cash nor notoriety can tame. These 16 stars lost their lives to overdoses, yet their legacy lives on in the collection of work they deserted.
1) Nearly 1 in 100 people aged 15-64 in Great Britain is considered a high-risk drug user, defined as injecting drugs or regular long-term use of opioids, cocaine, and/or amphetamines.
2) In 2013-14, there were 47,900 child assessments where alcohol or other drugs were a factor, and 435 children in foster care ran away due to substance misuse.
3) Prisoners have high rates of drug use and mental health problems, and older prisoners are more likely to have used Class A drugs before entering custody.
The Spring Festival, also known as the Chines New Year, is the most important Chinese festival celebrated each year. Many traditions have significant influence on people’s life.
Read the infographic “ Chinese New Year - the Spring Festival”.
Having trouble falling asleep? Insomnia is one of the most common side effects of cancer treatment. This presentation provides tips for how you can get some rest without using medication.
Visit
www.buildmyfitness.com
For More Useful Articles
Wondering how on earth these celebrities manage to keep the glow of their skin on for years.
Magic or expensive cosmetics?
No, the name of the magic is yoga.
Yoga is the answer to all physical, mental and spiritual development.
1. Bhujangasana (Cobra Pose):
2. Ustrasana (Camel Pose):
3. Matsyasana (Fish Pose):
4. Halasana (Plow Pose):
5. Trikonasana (Triangle pose):
6. Pavanmuktasana (Wind Relieving pose):
7. Breathing Exercise:
Glowing Skin Remedies For Normal Skin Types:
• Mix the juice of half a tomato or orange with two tsp yoghurt. Massage your face with this preparation with upward strokes for a few minutes. Keep on till it dries and then wash off with cold water.• Massage your face using the inner part of a papaya peel. When it dries, wash with cold water.
• Grind half cup cabbage or press out the juice from the resulting pulp. Apply and cleanse it off after it dries. You can do the same thing with a small carrot.• Use the inner part of apple peels to massage your face and wash off with cold water when dry.• Rub an ice cube on your face. Pat dry. This helps to improve blood circulation and brings a natural glow to the skin.
This document summarizes several factors that can lead to interpersonal attraction according to social psychology research: physical appearance/beauty, personality, proximity, and similarity. Studies discussed found that people tend to see attractive, beautiful people as more desirable and competent. Additionally, having a warm, kind, or exciting personality is attractive to others. Proximity, or spending time near others, increases comfort levels and likelihood of attraction. Similarity in characteristics and interests between people also reduces conflicts. Reciprocated liking and gaining the approval of someone who was initially unimpressed can be especially rewarding.
Science of Achievement & Art of Fulfillment | Tony Robbins Tony Robbins
What does it mean to live an extraordinary life? It means living life on your own terms. And to do that, you must master two skills: The science of achievement and the art of fulfillment. Hear Tony explain why success without fulfillment is the ultimate failure.
Your Keys to an Extraordinary Life of Fulfillment:
Health, Time, Wealth, Business, Mind & Spirit, Relationships
For more insights, strategies and tools, visit: http://tonyr.co/1Ol6IJH
Visit Tony Robbins' websites:
https://www.tonyrobbins.com/
http://humanelevation.tonyrobbins.com/
https://moneymasterthegame.com/
Follow Tony Robbins @:
Facebook: https://www.facebook.com/TonyRobbins
Twitter: https://twitter.com/tonyrobbins
LinkedIn: https://www.linkedin.com/in/ajrobbins
Google+: https://plus.google.com/+TonyRobbins
Instagram: https://instagram.com/tonyrobbins/
Tony Robbins is a #1 New York Times best-selling author, entrepreneur, and philanthropist. For more than 37 years, millions of people have enjoyed the warmth, humor and dynamic presentation of Mr. Robbins' corporate and personal development events. As the nation's #1 life and business strategist, he¹s called upon to consult and coach some of the world¹s finest athletes, entertainers, Fortune 500 CEOs, and even presidents of nations.
Whether you’re fooled by a push/pull door or you unexpectedly run into an academic lecturer outside of class, the best advice we can give you? Embrace the awkward! We’ve put together the most common awkward student moments you’re likely to run into during university life and added some handy tips on how to embrace them.
The Future of Medical Education - Top Trends Likely to Have an Impact on the ...Ogilvy Health
The document summarizes key trends that are likely to impact the healthcare industry in the next decade based on a panel discussion with experts. Three major trends are: 1) Increased accountability and use of real-world data by pharmaceutical companies as patients have more medical information. 2) The rise of the "digitally enabled patient" as wearables and devices give patients and doctors more data to self-monitor health. 3) The impact of hyper-connected learners who will increasingly personalize their medical education online.
Is healthwashing the new greenwashing? Are we placing too much faith in technology? These are just some of the questions that emerged from our conversation around making health a shared value at TEDMED 2015. Check out our blog, "Overheard at TEDMED: Let's Dance," for more details: http://blog.tedmed.com/overheard-at-tedmed/
This document summarizes a Twitter discussion about healthy and frugal eating during the holidays. Participants shared tips like cooking at home to control calories and portion sizes, buying produce in season, shopping sales and using coupons. Favorite healthy dishes included grilled pork loin and roasted brussel sprouts. When eating out, strategies like splitting meals or taking half home were suggested to avoid overeating. Tracking calories with apps like MyFitnessPal was also discussed.
The document discusses improving health experiences through design. It notes that the people working towards this goal come from diverse backgrounds but are united in their desire to help others. The document outlines how understanding user needs, creating shared objectives, and empowering rather than controlling people can help transform health experiences for the better. It argues that design has value and can help improve lives when done with empathy, vision, and by facilitating lasting behavior change.
How can we work together to deliver meaningful change and improve the experience of health? Design is an invitation to change. It helps us get from where we are to where we want to be. Although empathy has achieved buzzword status, it is a philosophy, not a trend. Amy will explore how empathy can inspire our direction as individuals, fuel purpose driven business innovation, and even guide us to make change at the societal level.
Health UX - Amy Cueva - Design for Change: empathy and purposeMonkeyshot
Empathy elevates our consciousness, inspires our purpose, and helps us imagine the possibilities. This presentation explores how empathy inspired and purpose driven design can help us find our direction as individuals, fuel business innovation, and even guide us to make a positive impact at the societal level.
This document discusses factors that contribute to caregiver satisfaction and a great hospital workplace. It explores how caregiver satisfaction relates to positive patient experiences. Key factors identified include developing a transparent, caring culture with open communication; listening to caregivers; recognizing their contributions; offering professional development; fostering organizational pride; and making time for fun. The document suggests that small, personal actions can improve the workplace more than large programs by showing caregivers that they are valued.
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.
This document is an introduction to an ebook that provides advice to doctors on how to build their medical practice and take control of their financial future. It discusses how practice building has changed in the digital age where patients can research doctors online. It argues that doctors need to focus on cultivating relationships with people who refer patients to them, called "senders", and treat them as customers. The ebook will provide strategies for understanding the psychology of referrals, conducting meaningful conversations to persuade senders, and creating customized marketing campaigns.
Designing an Ecosystem of Care - Health 2.0 Fall 2014 Conference - Amy CuevaMad*Pow
At the Health 2.0 Fall conference, Mad*Pow's Co-Founder and CXO, Amy Cueva shared her insights on Designing an Ecosystem of care, addressing unmet needs in healthcare.
Don Berwick offered 10 tips for improving the NHS in his speech:
1. Put patients at the center of care by customizing care to individuals and involving patients in their own care.
2. Stop restructuring the NHS to provide stability for improvements.
3. Strengthen local community health systems as the core unit for leadership, management, and care coordination.
4. Reinvest in general practice and primary care, which are the foundation of the healthcare system.
The factors that distinguish highly effective healthcare organizations are discovered through generative internal investigation via Appreciative Inquiry. When the cross section of internal members of the organization are invited to express what happens when extraordinary care is provided, the key strengths are revealed.
Transform Healthcare, Tap Into A Great Low Cost Resourcedandelt
Transform healthcare by tapping into a great low-cost resource ‒
Focus the patient experience on healing by empowering each person to be an agent of healing.
Trends From The Trenches - Consumer Data, Insights and InnovationAndrea Simon
Healthcare Innovation: Trends From The Trenches
Consumer Data, Insights and Innovation
Featured Speakers:
Andrea (Andi) Simon, PhD and President of Simon Associates Management Consultants
Linda MacCracken, VP, Truven Health Analytics and Adjunct Lecturer, Harvard School of Public Health
In the 3rd webinar, Linda MacCracken will review data analytics needed for Fee For Service and Fee for Value consumer engagement in today’s rapidly changing healthcare industry. Linda will review pressing business questions which focus on data analytics as effective, innovative ways to improve customer intimacy and enhance margin. She will share a case study and give practical tools to help you and your teams find better ways to serve your customers.
Andrea Simon PhD, webinar host, will introduce and conclude Linda's presentation with ways to tie data and information into valuable insights to help you better “see, feel and think” in new ways so you can “do” better in changing times.
Penn Medicine is launching a new advertising campaign to address consumer concerns about false hope in cancer treatment advertising. The campaign will emphasize Penn Medicine's commitment to patients through relationships with doctors and staff, advanced research and technology, and a personable environment. It will include TV, radio, print, outdoor, digital and social media ads, as well as guerrilla marketing events, with a total budget of $4,872,202 over 12 months to consistently convey the commitment message.
Thirteen common pitfalls in consumer health engagement final 04 11George Van Antwerp
The document outlines 13 common pitfalls in consumer health engagement. These include: not defining success metrics, limiting design based on company constraints rather than consumer experience, forgetting about health literacy, not understanding the entire consumer process, thinking you represent all consumers rather than understanding their diverse perspectives, creating generalized outreach rather than personalizing, assuming people are always logical, forgetting the incentives for consumers, not understanding local context, over-relying on surveys without controls, not using control groups in testing, not planning for programs to scale, and not integrating engagement across channels. The overall message is that effective consumer health programs require understanding the consumer perspective.
The document summarizes key takeaways from two healthcare conferences that Kimberly Phipps-Nichol recently attended. She heard about approaches to designing healthcare facilities that deliver truly transformative and compassionate care centered around four principles: being transformative, transparent, building trust, and giving tribute. Conference attendees shared success stories of using patient-centered care models and LEAN processes to improve outcomes, satisfaction, and costs while gaining public trust. There is a focus on designing facilities and systems that serve the surrounding community and inspire wellness.
Watch LIVE 8/13/13 on Google +
http://bit.ly/1aLt5XU
Medical Improv in Healthcare: Exploring Learning Experiences that Promote Safe Care, Patient Satisfaction, & Rewarding Careers
Description
Improv or “Medical Improv”* builds skills that promote the emergent behaviors we need for collaborative practice and cultures. In this 75 min presentation, you’ll learn how the principles of improv can be applied to critical skills, thinking, and relationship-building among healthcare professionals. You’ll meet pioneers in the “Medical Improv” field, explore opportunities for utilizing current strategies, learn about upcoming applications, and participate in Q and A. Join Organizational Development, Consultant Beth Boynton, RN, MS with Co-presenter Stephanie Frederick, RN, M.Ed and and Sponsor, Judy White, SPHR, GPHR in an invitation to learn more about cutting-edge applications of Improv in healthcare settings.
* “Medical Improv”, is a term coined by Professor Katie Watson, JD of Northwestern University Feinberg School of Medicine in her curriculum for medical students.
www.bethboynton.com
~Our mission is to eradicate preventable diseases, minimize trial and error, increase patient understanding by supporting a wholistic ecosystem that shifts health management to wellness 2.0; whole-life personalized wellness
Making the Shift: Healthcare's Transformation to Consumer-CentricityProphet
In our latest report, “Making the Shift: Healthcare’s Transformation to Consumer-Centricity” Prophet interviewed more than 50 executives across the U.S., Europe and Asia, from healthcare organizations including hospital systems, payers, pharmaceutical companies and digital health companies to identify the five keys shifts that healthcare organizations need to make to become more consumer-centric.
Learn key findings from each of the five shifts including the challenges and solutions organizations face to become more consumer-centric.
This document summarizes a presentation on using improvisational acting techniques called "Medical Improv" to improve communication, collaboration, leadership and patient outcomes in healthcare. An expert panel discussed how problems with soft skills contribute to medical errors, poor patient experiences and workforce issues. They explained how Medical Improv training focuses on building soft skills through games and activities that teach principles like active listening, affirmation and collaboration. The panel encouraged healthcare organizations to pilot Medical Improv programs to address challenges and create solutions around safety, staff well-being and patient satisfaction.
This article discusses trends in health care and wellness design. Regarding health care trends, the emphasis is shifting from acute to preventative care due to policies like the Affordable Care Act. This will increase demand for primary care and outpatient facilities over hospitals. Wellness design aims to support these trends by integrating services and making care more accessible. In the future, there will be more collaboration between practices and specialties located together, as well as leasing of clinic space instead of purchasing. Both private practices and hospitals are consolidating to cut costs and improve coordination of care through technologies like electronic medical records. Overall, facilities must be adaptable, efficient and emphasize prevention to succeed in the changing health care environment.
Medical improv final final 8 11 7pm est pptxBeth Boynton
This document summarizes a presentation on using improvisational theater techniques called "Medical Improv" to improve communication, collaboration, leadership and soft skills in healthcare. An expert panel discusses how problems with soft skills are contributing to safety issues, patient dissatisfaction and workforce challenges. They explain how Medical Improv builds these skills through activities and games that teach principles like active listening, affirmation and surrendering plans. The panel provides examples of Medical Improv classes and discusses how organizations can start piloting these programs.
Similar to Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston (20)
Measuring Success: Which Customer Focused Initiative is the Right One?
You've gone beyond segmentation and have done some qualitative research to understand what consumers really need and want from your organization. You've used those research insights to envision an improved consumer journey that will alleviate pain points and even deliver delight! The team is on the same page that this vision will result in a fundamentally improved experience. But there are many aspects of the journey. Many changes will need to be made, some large and some small. Which are more important? Which will get you the most results? What should be done first, second, and third? Where should limited investment dollars be spent? This talk will explore key considerations for measuring consumer engagement, deciding which metrics are important to your organization, and how to set up guiding principles as a framework for decision making.
HxD 2012: Communities of Care: Social Media in HealthcareAmy Cueva
This presentation discusses the potential for social media in healthcare. It defines social media and provides examples of current social media platforms. Social media could help by providing more informed, empowered patients and convenient access to information and support. It also discusses how social media could enable collaboration between patients, promote positive reflection, connect patients to their healthcare data and doctors, and help care teams collaborate. The presentation considers opportunities and risks of social media in healthcare.
Idea2010: Communitiesof Care: Strategic Social Interaction Design for Healthc...Amy Cueva
The document discusses using social media in healthcare to improve communication and care. It defines social media and provides examples currently used in healthcare. It outlines how social media could help by empowering patients, improving access to information, and enabling greater collaboration. Challenges and risks discussed include legal issues, ensuring quality of information, and maintaining ongoing participation. The document advocates designing social media experiences around strategic goals and community engagement to improve healthcare interactions and outcomes.
This document discusses designing multi-channel experiences for customers. It defines multi-channel experiences as those that allow customers to interact with a brand through different channels like websites, stores, mobile apps, call centers and more. The document provides examples of companies that offer multi-channel experiences and discusses best practices like understanding customer needs across channels, collaborating with stakeholders, and designing experiences that are consistent with the brand.
What They Didnt Know They Needed Ia Summit2010Amy Cueva
The document discusses various user research and design methods including laddering, triading, storytelling, game play, and desirability testing. It then covers approaches to brainstorming design ideas such as the lotus blossom technique, brain writing, and brain drawing. Finally, it outlines considerations for executing on design ideas through communication, prioritization, validation, and roadmapping.
PatientDoctor Relationships & Social Media - Himss Virtual Conf 09 - Amy ...Amy Cueva
Social media could help facilitate provider-patient relationships by providing timely information sharing and collaboration. It allows for more frequent interactions that can lead to informed, empowered patients through convenient access. However, risks like ensuring quality information, legal issues, and information overload must be addressed for successful implementation.
Search & Filter Interface Round Up - Usability Marathon - CuevaAmy Cueva
This document discusses best practices for designing search and filter interfaces. It covers types of searches, considerations when designing search interfaces, examples of interface elements like faceted navigation and visualization of results, and ways to improve relevancy and support user actions like sorting, sharing and saving results. The document is intended as a guide for understanding user needs and improving search experiences.
This document discusses the importance of user experience (UX) and provides an overview of the UX design process. It touches on several topics including the value of UX, necessary skills and disciplines, tools and methods used in UX design, how success is measured, and the typical stages involved in a UX project. The overall message is that UX professionals must take a holistic, user-centered approach that considers the entire customer experience across multiple touchpoints.
Using Comics In The Design Process Upa Boston CuevaAmy Cueva
The document provides an overview of a workshop on using comics in the design process. It discusses why comics are useful for communicating concepts, experiences, problems and solutions. It covers different methods for creating comics, such as freehand drawing, image libraries, photos and tracing. Examples are presented to illustrate how comics have been used. Attendees are given an exercise to create a comic illustrating a scenario they are given.
Next Generation Interfaces: Useful or Novelty?Amy Cueva
Do next generation interfaces present more problems than they solve or are entirely worth the learning curve they introduce?
Video of this presentation available here: http://www.madpow.net/mad-pow-our-company-events.html
Mastering Web Design: Essential Principles and Techniques for Modern WebsiteswebOdoctor Inc
Dive into the dynamic world of web design with our comprehensive guide that covers everything from foundational principles to advanced techniques. Whether you're a beginner looking to understand the basics or a seasoned designer aiming to refine your skills, this article offers invaluable insights. Explore topics such as responsive design, user experience (UX) optimization, color theory, typography essentials, and the latest trends shaping the digital landscape. Gain practical knowledge and actionable tips to create visually appealing, functional, and user-friendly websites that stand out in today's competitive online environment. Perfect for designers, developers, and anyone passionate about crafting compelling web experiences, this guide equips you with the tools needed to elevate your web design proficiency to new heights.
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Gender Equity in Architecture: Cultural Anthropology in Design IdeologiesAditi Sh.
This PowerPoint presentation offers a comparative analysis between a female and a male architect, focusing on their ideologies, approaches, concepts, and interpretations for a mixed-use building project. This study prompts a reconsideration of architectural inspiration and priorities, advocating for gender equity and cultural anthropology in architectural design.
Exploring Writer's Studio Interior Design: A Prototype Case StudyAditi Sh.
This PowerPoint presentation delves into a comprehensive case study and prototype study of a Writer's Studio, focusing on understanding the psychology of the writer through the spaces they use. The study emphasizes the innovative concepts of flexibility and small space optimization tailored specifically for the creative process. By analyzing the spatial dynamics, ergonomic considerations, and aesthetic choices within the studio, the presentation aims to uncover how environment influences creativity and productivity. Through detailed examination and visual documentation, it explores various design strategies employed to enhance functionality without compromising on comfort and inspiration. This presentation is ideal for architects, interior designers, and anyone interested in the intersection of psychology, design, and creative workspaces. It offers insights into designing spaces that foster concentration, creativity, and overall well-being for individuals engaged in intensive writing and creative endeavors.
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Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston
1. @ Amy Cueva
@ MadPow - Founder & Chief Experience Officer
@ HxRefactored - Chair of Design Track – April 5-6, 2016
DESIGN FOR CHANGE:
EMPATHY AS OUR GUIDE
2. “The world hates change,
yet it is the only thing that
has brought progress.”
Charles F. Kettering
3. Design provides us with a creative and
human-centered pathway to inspire,
motivate, and guide change – helping
us to improve the experience of health
for the populations we serve.
DESIGN FOR CHANGE
7. WE ARE
pioneers, innovators, designers, technologists,
strategists, believers, change makers, patients,
doctors, family members, executives, people,
WOUNDED HEALERS.
8. ”…a good half of every treatment that
probes at all deeply consists in the
doctor's examining himself... it is his
own hurt that gives a measure of his
power to heal.”
Carl Jung
11. “Insist upon pretense and you’ll have
it. Insist upon mediocrity and it is
yours. Insist upon beauty and you will
find it. Insist upon learning and you
will learn. Insist upon living with great
passion and you will see differently.”
Paula Darcy
13. WHAT IS GOOD FOR THE
PEOPLE WE SERVE IS
ULTIMATELY GOOD FOR
THE BUSINESS.
14. “There is nothing soft about it.
Empathy is a hard skill that should
be required from the board-room
to the shop floor.”
HBR: Belinda Parmar
CORPORATE EMPATHY
IS NOT AN OXYMORON
15. THE VALUE
OF DESIGNDesign-Driven Companies Outperform S&P by 228%
Over Ten Years - The ‘DMI Design Value Index' Posted
By Michael Westcott, Monday, March 10, 2014
Updated: Monday, March 10, 2014
+228%
over 10y
18. Masseuse
PCP
Support Network:
Friends & Family
Pharmacist
Lawyer
Chiropractor
Health
Coach
CSR
CSR
CSR
HR
Cardiologist
Nurse
Therapist
Weight
Watchers
Gym
Lobbyists
Social
Worker
Politicians
Lobb
Patient
Advocate
Translator
Financial Entities
Transportation
Service
Heart Health
Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM Insurance
Company
Insurer for
Hospital
Federal Government
HS
FDA
CDC
egislature
utive
ch
Employer
Condition
Management
Companies
Information: Google,
Web MD, YouTube,
iTunes
Condition Management
Start Up
Walk in Clinic
Organizations &
Non-Profits
Health Tech
Health
Exchan
State
Govern
Local
Agencies
Health
Communications
Patient Community
THE HEALTH ECOSYSTEM
19. THE HEALTH ECOSYSTEM
Masseuse
PCP
Support Network:
Friends & Family
Pharmacist
Lawyer
Chiropractor
Health
Coach
CSR
CSR
CSR
HR
Cardiologist
Nurse
Therapist
Weight
Watchers
Gym
Lobbyists
Social
Worker
Politicians
Lobb
Patient
Advocate
Translator
Financial Entities
Transportation
Service
Heart Health
Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM Insurance
Company
Insurer for
Hospital
Federal Government
HS
FDA
CDC
egislature
utive
ch
Employer
Condition
Management
Companies
Information: Google,
Web MD, YouTube,
iTunes
Condition Management
Start Up
Walk in Clinic
Organizations &
Non-Profits
Health Tech
Health
Exchan
State
Govern
Local
Agencies
Health
Communications
Patient Community
WE CAN GATHER TOGETHER
AROUND SHARED OBJECTIVES &
DESIGN AN ECOSYSTEM OF CARE.
25. “As organizations operationalize their
purpose, we will see Corporate Social
Responsibility & Customer Experience
disciplines converge. ”
Little Ole’ Me
29. in ethnographic studies so they can
experience customers first hand and
feel empathy for them. A research
report alone won’t do it.
IMMERSE KEY STAKEHOLDERS
30. "You have to have a good theory. Every time
we take an action it is predicated upon a
theory. It is in understanding the people we
serve in the present that we construct a
theory about the future.”
Clayton Christenson
CONSTRUCT A THEORY
31. Where to FOCUS,
where we are DOING WELL,
& where we need to IMPROVE.
EMOTION WILL SHOW US
32. Sara Wachter-Boetcher
“Everybody Hurts: Content for Kindness”
…if we’re able to consider users at their
worst, and if we’re able to make experiences
feel good for people at their most vulnerable,
most difficult moments, then we can make
them work for everybody."
DESIGN FOR PEOPLE AT THEIR WORST
38. STRATEGIC
PARTNERS
PEOPLE
FAMILY &
FRIENDS
SOCIAL MEDIA
COMMENTATERS
WELLNESS
SALESPERSON
STATE/FED
LEGISLATION
STATE/FED
REGULATORS
HR BENEFITS
ADMIN
CONTENT
CREATOR
INTERNAL
SALES
DTF/DSPOC
COMPANY
CONTACT
UCCI
IT
OFFICE
ASSISTANT
3RD PARTY
VENDOR
OTHER
PATIENTS
GOVN’T
ADMIN
BLOGGERS RECEPTION BROKER
HYGIENIST
DENTIST
STATES VS.
OVERSEAS
CONFERENCES
AT WORK
AT HOME
BENEFITS
FAIR
MILITARY
EVENTS
PROVIDER
OFFICE
EXAM ROOM
WAITING
ROOM
PARKING
LOTS
COMMUNITY
OUTREACH
TRAVELING
ONLINE
IN CAR
REMOTE VS.
POPULATED AREA
CO-WORKERS
DEPENDENTS REPORTERS
RECOVERY
KIDS BEGIN
DENTAL CARE
USE MYDENTAL
BENEFITS
UNDERWRITING
ONBOARDING
CHANGE
PLAN
CHOOSE
DENTAL
TREATMENT
EMERGENCY
PROTOCOL
BENEFITS
SELECTION
ACCOUNT
INSTALLATION
MEMBER
REGISTRATION
MAKE AN
APPOINTMENT
SUBMIT A
CLAIM
INQUIRY
REFERRALMAKE A
PAYMENT
HOME CARE &
MAINTENANCE
ONLINE
REGISTRATION
CAN
CREATION
ACTIVE DUTY
ACTIVATION
TRAVEL TO
DENTIST
COST-
ESTIMATOR
AUTHORIZATION
APPROVAL
LOD
INJURY
STRATEGIC
PARTNERS
INFO STORE
AUTHORIZATION
SUBMISSION
LOD
APPROVAL
MILITARY
INSTALLATION
GRIEVANCES
SUBMIT AN
APPEAL
AUDITS
GO TO
DENTIST
FIND A
DENTIST
MOVING
PLAN/
PRODUCTS
OPINION
LAB
CO
COMPUTER
BILLS
COVERED
SERVICES
TABLET
EM
W
PROVIDER
AMENITIES
BENEFITS
GRID
MY
B
W
MPHONE
LETTERS
(W
MARKETING
MATERIALS
CHOMPER
CHUMS
PRE
DETERMINATION
GOOGLE
MAPS
ID CARD
MEMBER
APP
SOCIAL
MEDIA
MOBILE
APPS
UCD WEBSITE
ENVIRONMENTS PROCESSES
DENTAL
SUPPLY REP
PEOPLE
ORAL
SURGEON
OTHER
DENTISTS
PHARMACY
LAB
INSURANCE
COMPANY
FAMILY
OFFICE
MANAGER
HYGIENISTS
SPECIALISTS
RECORD
KEEPING
TRAFFIC
PARKING
LOT
ADMIN
SPACE
OPERATING
ROOM
LOCATION
WAITING
ROOM
OFFICE
ASSISTANT
RECEPTIONIST PATIENTS
SENDING
EMAILS
FILING
CLAIMS
SCHEDULING
APPOINTMENTS
FACILITY
MAINTENANCE
GREETING
PATIENTS
CREDENTIAL-
ING
OBTAINING
LICENSING REQ
CLEANING
TEETH
BILLING
PATIENTS
CONDUCTING
PROCEDURES
BEING ON-CALL
FOR HOURS
CONDUCTING
EXAMS
PHONE
CALLS
ORDER
SUPPLIES
MARKETING
FAX
WEBSITE
MY PATIENT
BENEFITS
EMAIL
PRACTICE
MANAGEMENT
SOFTWARE
MAIL
DENTAL EQUIP-
MENT/TOOLS
PHONE
COMPUTERS NETWORK
ENVIRONMENTS PROCESSES ARTIFACTS
BANKING
PEOPLE
PARTNER
ENROLLMENT
DEPARTMENT
PARTNER
SALES REP
TPAS
OTHER
EMPLOYEES
DENTAL
ELECTRONIC
SERVICES
IT SUPPORT
OTHER
CARRIERS
PARTNER
ACCOUNT
INSTALLATION
TRADE
EVENTS
PAPER
HEALTH &
BENEFITS FAIRS
OPEN
ENROLLMENT
BROKER
OFFICE
PRIVATE
EXCHANGE
MOBILE
PUBLIC
EXCHANGE
ACCOUNT
INSTALLATION
MEMBERSHIP
AND BILLING
PEGA SYSTEM
ANALYST
OPEN
ENROLLMENT
ENROLLMENT
PROCESS
PERFORMANCE
GUARENTEE
RESEARCH ON
AN EXCHANGE
REVIEW
CLAIMS EXP.
BILLING
PROCESS
MEMBER
COMPLAINTS
BROWSE ON
THE WEBSITE
REVIEW OF
LAWS
BILL
PAYMENT
REVIEW
NETWORK
SUFFICIENCY
DETERMINE
FUNDING
NEED FOR
INSURANCE
ONBOARDING
EMPLOYEES
REVIEW OF
COMPETITORS
FINALIST
PRESENTATION
DETERMINE
BENEFIT
BUDGETS
REQUEST A
QUOTE
GEMUS
ERROR
REPORTING
PREMIUM
FILES
CERT
E-DELIVERY
(ENROLLMENT)
SHARPOINT
(MAINT. FORMS)
POLICY
DOCUMENT
AGL (INSTALLA-
TION & MAINT.)
DEMO-
GRAPHICS
SALES
BROCHURES
GPA (POLICY)
COB
LAT
GEO
P
EX
ELECTRONIC
FORMS
ADMIN KITS GLI E
ACCOUNT
MANAGEMENT
PORTAL
E-BILL
INVOICES
ELECTRONIC
COMMUNICATION
PAPER
ENROLLMENT
ENVIRONMENTS PROCESSES ARTIFACTS
DENTAL
SUPPLY REP
PEOPLE
ORAL
SURGEON
OTHER
DENTISTS
PHARMACY
LAB
INSURANCE
COMPANY
FAMILY
OFFICE
MANAGER
HYGIENISTS
SPECIALISTS
RECORD
KEEPING
TRAFFIC
PARKING
LOT
ADMIN
SPACE
OPERATING
ROOM
LOCATION
WAITING
ROOM
OFFICE
ASSISTANT
RECEPTIONIST PATIENTS
SENDING
EMAILS
FILING
CLAIMS
SCHEDULING
APPOINTMENTS
FACILITY
MAINTENANCE
GREETING
PATIENTS
CREDENTIAL-
ING
OBTAINING
LICENSING REQ
CLEANING
TEETH
BILLING
PATIENTS
CONDUCTING
PROCEDURES
BEING ON-CALL
FOR HOURS
CONDUCTING
EXAMS
PHONE
CALLS
ORDER
SUPPLIES
MARKETING
FAX
WEBSITE
MY PATIENT
BENEFITS
EMAIL
PRACTICE
MANAGMENT
SOFTWARE
MAIL
DENTAL EQUIP-
MENT/TOOLS
PHONE
COMPUTERS NETWORK
ENVIRONMENTS PROCESSES ARTIFACTS
ECOSYSTEMS
MEMBER
PROVIDER
EMPLOYER
BROKER
Audit every
touch point in
the ecosystem
against hierarchy
of needs.
39. is a byproduct of how we
are organized internally
to deliver it.
THE EXPERIENCE
41. HBR: Belinda Parmar
"Empathy can be measured, and your
business’s empathy quotient can be assessed,
allowing CEOs to pinpoint their companies’
strengths and weaknesses, and see how they
rank alongside their competitors."
EVALUATE AND MEASURE
Hi Everyone, I am Amy Cueva, one of the founders and Chief Experience Officer of Mad*Pow, an experience design agency here in New England.
I am also chair of HxRefactored, a conference we founded 6 years ago dedicated to exploring how human-centered design and technology can improve health experiences. The next one is right here in Boston at the Westin Waterfront April 5th-6th 2016.
At Mad*Pow I oversee our health practice where we work with organizations across the health spectrum from non-profits to government to insurers to hospitals to health tech and pharma companies. We are working with them to improve the quality of interaction they have with the people they serve, both inside and outside of their organizations. The experience we have bringing human centered design to such diverse organizations across the ecosystem gives us a unique perspective into gaps, unmet needs, and opportunities that exist.
I’m here with you today to share how empathy inspired design can guide us in our mission to envision better health experiences – and make the changes necessary to bring those experiences to life.
The world hates change…
The topic for this portion of the agenda is change. We know that change is difficult – yet absolutely necessary.
We see the oftentimes painful state of affairs in health in terms of how people experience the system - we feel it.
We know there are so many problems to solve. But we also feel the hope associated with the notion that there must be a better way.
We desire change. We know change is needed.
I believe design provides us with….
We are all designers in this system and we can drive the change that is needed.
This series of talks will present ways that empathy inspired design, behavior change design, and organizational design can empower and guide positive change.
I will be discussing empathy inspired design in my talk here today, advocating for the inclusion of the people who will be affected by the solutions we create in the process of creating them. That is the backbone of human-centered design
Designing for motivation and behavior change can empower individuals to improve their health and achieve greater vibrancy. Dustin DiTommaso, the head of our behavior change practice at Mad*Pow will be diving deep into key considerations for effective and lasting behavior change.
Organizational design can help us foster cultures of creativity, collaboration, customer centricity, and innovation - making it more possible to bring phenomenal experiences to market. Adam Connor, the head of our organizational design practice will be sharing his insights with you on this topic.
And then there is just pure fun which can bring truths to light through a different style of interaction. We are inserting a bit of gameplay into this section and we do hope you will let your inner child play with us as we explore these concepts with you.
Empathy will inspire our direction as people, help our organizations achieve better results, and also help us to deliver positive human impact.
We’ll explore each of these areas and then I will share some tips for integrating empathy inspired design into our organizations.
How many of you have been seriously affected by a health situation, either your own or through a loved one?
Of course – it is part of the human experience, right?
The wounded healer concept occurred to me when I was coming to grips with the adversity I’ve experienced in my own life, facing the addiction of a loved one, the diagnosis of one of my children with an auto-immune disease, going through a divorce, and coping with my own anxiety and depression.
All of these experiences shaped my perspective.
Being open with my patient story through joining Regina Holiday’s walking gallery, giving a soul baring presentation at the XX in Health retreat, and hearing the patient stories of so many in the industry through conferences like this opened my eyes and firmed this notion.
So, I did some research and found that Carl Jung actually coined this term, he said
“A good half...”
And we know hurt. We know what it is like to experience pain, confusion, fear, and anxiety. And that gives us a greater capacity to understand, to empathize, to feel the pain, confusion, fear, and anxiety of another.
That empathy, that emotion, that awakening, has created a burning desire within us to heal the system - to make things better… so that people won’t have to experience what we experienced… and perhaps through healing the system we will experience healing ourselves.
Our experiences form our individual passion, help us find our purpose, and they fuel our drive. And we need that drive to persevere and do the hard work necessary to make change in health.
Because people will tell us we are wrong. We have to be prepared for that.
You may have heard the saying… “He who hears not the music thinks the dancer is mad”.
If you are a lone voice, then it is even more important for you to be heard and to keep fighting.
We can embrace our unique perspective and with the courage of our conviction seek out those who share it.
We need to get comfortable being uncomfortable because change is difficult, especially when you are the one driving it forward.
But we will continue to do what we do because we must. There is no other response.
Read quote
----
You will walk because you must. Because there is no other response. Because you have been given so much and love impels you to go.
We have not only been inspired to make change by the adversity we’ve experienced in our own lives, but the adversity that the industry faces as a whole.
We certainly have our fair share of adversity in health. Medical expenses are still the number one reason for bankruptcy in the country. We spend the most of any nation in the world and are 17th in the world in terms of outcomes. There are so many complexities to contend with, various institutions with competing perspectives, new legislation and FDA regulations to understand, HIPPA, lots of institutional residue, and few easy or clear solutions.
But I believe the adversity that we have experienced personally and professionally has made us stronger, and makes us even more driven and better equipped to rise to the challenges we face such that we truly improve the experience of health.
Transition to Business:
Empathy helps us find our direction as individuals. It can also help our organizations find their direction.
…What is good for the people we serve is ultimately good for the business.
Empathy driven design will lead our organizations to become more human focused and and deliver bottom line results.
In the Harvard Business Review article: “Corporate Empathy is not an Oxymoron” Belinda Parmar says ”There is nothing soft about it...
And this empathy will inspire how we design our products, services, partnerships, and organizations.
Corporations are not only waking up to the value of empathy, they are also waking up to the value of design.
Explain the Design Value Index.
And this is not the only illustration of the value of design, the Design ROI Research Project conducted in Finland found an overwhelming correlation between competitiveness and a focus on design.
Another method of proving the value of design is to explore the inverse: What is the potential cost of not investing in design? Jonathan Shariat, author of the soon to be released book “Tragic Design” was inspired to write the book and make change after being devastated by the story of a little girl with cancer who died because the nurses treating her were unable to clearly view the treatment regimen in the EMR.
There is ROI associated with a focus on design and potentially disastrous outcomes associated with a lack of focus on design.
We will continue to see customer and design centric companies serve their people better and win in the marketplace.
Customer focus and design can definitely help.
With this one simple site redesign we were able to drive clear business results and save users a great deal of frustration.
But it is not all about site redesigns…
As organizations mature in terms of their understanding of design, they move from “hitting it with a pretty stick” (visual design,interface design), to valuing design as an essential discipline and critical success factor (user experience design), to fostering an empathy-driven culture where the customer is the focus and that thinking is woven into business practice (experience strategy, service design, design thinking, design training).
And we need to make the customer, the patient, the person, the focus of our efforts, because right now they are left to navigate a very disconnected ecosystem on their own.
The health system functions but does not get as close to whole health as we would hope possible considering our human capacity to care, connect, and innovate.
We can move beyond the transactional.
We can build trust with those we serve.
We can be there when they need us most.
We can begin to become their partner throughout their health journey, tracing their path through the ecosystem, identifying unmet needs and organizations who have shared objectives.
We know that siloes exist both inside and outside of our health organizations but I believe that new forms of collaboration will help us to break down walls and will lead to unprecedented innovation and unimaginable results.
New partnerships and shared services will help us start to break down walls and address the pain points and unmet needs present in the current health ecosystem.
“We can gather…
It was in that spirit of collaboration around shared objectives that we partnered with the CDC, JSI, and Non-Profit AIDS service organizations as well as HIV patients themselves to understand what truly leads to medication non-adherence in HIV and design an application that aligns with intrinsic motivation, involves social support and makes the connection between adherence and improved lab results.
This app went live in the app store just last week.
This Cindy Gallop quote pretty much sums it up, “Shared values + shared action = shared profit (financial & social)”.
Customer focus and empathy inspired design is not idealism, it is good business - and a practice that can also deliver positive impact at the societal level.
Transition to society:
It is an experience economy. Organizations in other industries have realized this.
In financial services for example, it is not about just selling products and services or enabling customers to complete self service transactions easily, it is about the relationship the people have with the organization and the perceived benefits of that relationship that count.
Imagine the potential here – if a large national bank helped it’s customers save 5% more. That would be of benefit to that bank, and of course to those individuals, but it would also have tremendous impact on society as a whole.
When society wins, the business wins.
Better health, emotional wellbeing, financial wellbeing, sustainability, and education.
Consumers are more and more aware of the impact corporations make on society every day and it is informing the decisions they make around who to do business with.
Impact focused organizations will align with the passions of their customer base and will thereby be differentiated in the marketplace.
This stance requires taking the long view. An understanding of long term impact and not just short term returns.
I believe purpose will lead to profit. And I am not alone…
Roy Spence, explains in his book “It’s not what you sell, but what you stand for” that great companies have an authentic sense of purpose — “a definitive statement about the difference they’re trying to make in the world.” — and a workplace with the “energy and vitality” to bring that purpose to life
This is big – you may want to grab onto this concept
Beyond marketing and advertising – weave it in – gain competitive advantage
Profit not enough – move boundaries
Insurance & Pharma
Profit without taking advantage – consideration for impact and ethics
… As organizations... I can’t even tell you how excited I am about this! You will see this happening more and more in the next few years. But I am telling you about it now! We go into planning meetings wanting to come up with new ideas. This may be a concept that you want to grab hold of and run with.
And it goes beyond the marketing message or the advertising campaign, purpose driven companies will build momentum and traction around their purpose by weaving it into all business functions and gain competitive advantage as a result.
It isn’t enough to make a profit anymore. This calls us to move beyond the standard boundaries that have defined our organizations in the past.
We see these boundaries begin to shift as insurers aim to help their members get healthier and not just be their “adjudication partner” and as pharma companies explore digital “therapies” in addition to drugs.
Profit can be delivered with consideration for customer needs and motivations AND without taking advantage of the them. A decided understanding of how the decisions an organization makes will impact society, for unintended consequences, and associated ethics will be required.
We have been considering how ethics should guide the work we do at Mad*Pow and that lead two of our fantastic designers, Sam Dempsey and Ciara Taylor to create the Hippocratic oath for designers. The Oath was collaboratively written by designers throughout the industry.
You will be hearing more about ethical considerations for the behavior change interventions we are designing during Dustin’s talk.
We’ve talked about the importance of empathy in guiding our work.
Now I’d like to share some methods that we have seen help organizations effectively integrate empathy and desing thinking into business practice….
We can become students of the problem, inclusive in our approach.
In getting outside the four walls of our typical environment and getting face time with the people we serve we can come to a deeper understanding of what will drive real meaning and value in the context of their lives - what will truly motivate, engage, inform, guide, and comfort.
Humans are complicated. The richness of detail in the story provides us with both information and inspiration.
We can encourage stakeholders at our organizations to get involved in ethnographic studies, participatory and collaborative design methods, and validation activities like usability, usefulness, desirability and efficacy testing.
Humana recently paired c-suite executives with an ethnographer and they spent 1 day per month with a medicare member in their home. They also spoke with that same member once per week on the phone for a half hour.
They came to understand the struggles of their members and develop empathy for them. They then understood in their hearts, not just in their minds, how much work needed to be done to fix things and funded an 80 person consumer experience team to drive experience innovation as a result.
Companies that do this on an ongoing basis will receive the rich information that will guide experiential improvements for years to come.
Clayton Christenson discusses the importance of theories in guiding disruptive innovation and points out that “it is understanding the people we serve in the present that we construct a theory about the future.
Ethnographic research, where we talk with and observe real people in their “native habitat” helps us to develop a rich understanding of current problems and unmet needs such that we can create solid theories that will guide our efforts moving forward.
--
In addition, it activates our empathy and provides needed inspiration for our creativity.
For example, If we want folks managing chronic conditions to not use the ER as their primary care office, have we been in the ER and spoken with people there or are we making assumptions around why they are there and how the situation might be improved?
Through research we come to understand emotion…
…”Emotion will show us where we need to focus, where we are doing well, and where we need to improve.”
The emotions of the people we serve matter. They affect the trajectory of their path forward.
Emotion matters. Not just the emotion of the people we serve, but our emotion as well…
We need to allow ourselves to feel. Emotion moves us beyond cognitive knowing to visceral knowing - that gut feeling we get inspires our curiosity, powers our imagination, enhances our wisdom, leads to us to take action, and motivates us to persevere.
Sara tells us in her talk “Everybody Hurts: Content for Kindness” that we need to design for people at their worst.
We can consider the full range of emotions and situations people will bring to their experiences via personas.
In walking in the shoes of the people we serve we can explore how to make things better for them.
Personas can contain not just demographic information, but also behavioral, psychographic, and emotional information.
They can guide our teams in making decisions about the experience.
Personas can help, but personas alone are not enough.
We can also look at the interplay of emotion with their health journey to understand what is affecting them and how.
We can look for spikes in emotion as they are indicative of an at risk individual or an unmet need.
Then, we can envision an improved journey where frustrations are remedied and the design is eliciting the emotions that were intended across every touch-point in the ecosystem.
Sensing devices will help us understand the connection between emotion and health as well as bubble up opportunities for intervention.
Medical decisions can catch people by surprise. Lack of knowledge can lead to lack of confidence and increased anxiety. With an understanding of how emotion can affect the decision making process we partnered with the Informed Medical Decisions Foundation to design an evidence based decision support tool that helps pregnant women get the information they need to make the best decision for them.
We can formulate a “hierarchy of needs” based on research insights to focus our experiential efforts and measure our performance. For example -
Trustworthy - I got the information and utility I needed at every touchpoint I needed it.
Easy - This company, product or service is easy to do business with.
Kind - I felt like they were considering my needs and that I was treated well.
Meaningful – Was meaningful to my life – I achieved a greater outcome or received an unanticipated benefit.
Very Cool - Wow, that was actually very cool.
Many in our industry suffer from shiny object syndrome, where we oftentimes want to jump to very cool without having delivered trust, ease, kindness, and meaning.
One important consideration that that can drive better outcomes is to design to improve the in person interactions that occur “beyond the screen”.
We can consider how to involve clinician and family education and communication in the design of the solution such that good patient/doctor conversations are facilitated and the family is engaged in supporting the patient.
We can audit the ecosystem of interaction – examining each touchpoint from the perspective of each persona and their hierarchy of needs starting at the bottom and working towards the top.
We can audit present experiences and future state theories against the organization’s purpose beyond profit as well.
“The experience is a byproduct of how we are organized internally to deliver it.”
If we are a mess on the inside, the resulting experience will be a mess as well.
It isn’t enough to imagine an amazing experience. We also need to bring that experience to market.
Adam will be discussing how to create a more empathic, creative, and collaborative culture in his talk.
In order to deliver exceptional experiences, we will need to help our organizations transform themselves into being empathy driven and customer focused in all they do.
We will continue to investigate models for communicating the benefits of empathy inspired design to executives and decision makers, immersing them in the process, and providing them with essential training, methods, and tools to aid their efforts.
We recently conducted a week long training session at a large health system for 60+ individuals in human centered design, design thinking, and collaborative process, to give them the tools necessary to work better together. We also trained them to be trainers so they could extend the learning gradually to the rest of the organization.
And training does help! Telefonica Germany was able to see a 6% improvement in customer satisfaction within 6 months of implementing an enterprise level empathy training program.
In the HBR Article I mentioned earlier “Corporate Empathy is not an Oxymoron”, Belinda points out that empathy can be measured, but also that “Serious people will regularly dismiss empathy for the more concrete and defensible virtues of rational analysis.”
I would argue that rational analysis does not supply the richness of inspiration that empathy and human centered design does - inspiration that will fuel both experiential and disruptive innovation.
But don’t stop with measuring your organization’s empathy, Consider how to measure performance on the customer hierarchy of needs and the organization’s purpose.
Create incentive programs and bonus structures that stem from these measures. Many companies have found that when incentive programs aligned with customer focused measurements, rapid improvement were achieved in short order.
One company that we work has assembled an inter-disciplinary team that evaluates whether business decisions will have a positive, negative, or neutral impact to the customer experience. If the anticipated impact is negative, there is an escalation path available to remedy the situation.
Decision making frameworks can help, but avoid creating a culture where numbers strip the humanity out of the decision making process.
In closing, I believe that empathy will inspire our direction, fuel business innovation, and deliver positive human impact - helping us to improve the experience of health.
I want to thank you so much for exploring the power of empathy inspired design with me here today. Thank you!