From Band-Aids to Transfusions: Surviving as a designer in the healthcare space

Talk presented at GIANT Conf 2015

Slides with Notes: https://www.dropbox.com/s/o3jnqxs8w06t47k/GIANTconf_DesignInHealthcare.pdf?dl=0

Credit to Amy Cueva and Jonathan Podolsky for sharing materials for this presentation

1. Jamie  Thomson      •      @uxjam             @MadPow    •    Experience  Design  Director   From  Band-­‐Aids  to  Transfusions   Surviving  as  a  designer  in  the  healthcare  space  
2. Design   can  help  improve  the     human  condi:on  
3. Confucius   “Choose  a  job  you  love,     and  you  will  never  have  to     work  a  day  in  your  life.”   lies!
4. pa>ents   We  are  all   caregivers,  consumers,   members,  customers     in  this  ecosystem  
5. vulnerable   We  are  all  
6. A  spike  in  emo:on  is  indica:ve  of  an  unmet  need  
7. World  Health  Organiza>on,  1948   “Health  is  a  state  of  complete   physical,  mental  and  social  well-­‐ being  and  not  merely  the  absence   of  disease  or  infirmity.”  
8. The  health  ecosystem  
9. The  health  ecosystem   PCP   Support  Network:   Friends  &  Family   Pharmacist   Cardiologist   Nurse   Hospital   Cardiology   Lab   Pharmacy   Insurance   Company   Employer   Informa;on:  Google,   Web  MD,  YouTube,   iTunes  
10. 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   Poli>cians Pa>ent   Advocate   Translator   Financial  En;;es   Transporta;on   Service   Heart  Health   Start  Up   Hospital  Network   Hospital   Cardiology   Lab   Pharmacy   Pharma   PBM   Insurance   Company   Insurer  for   Hospital   Federal  Government   HHS   FDA   CDC   Legislature   xecu;ve   Branch   Employer   Condi;on   Management   Companies   Informa;on:  Google,   Web  MD,  YouTube,   iTunes   Condi;on  Management   Start  Up   Walk  in  Clinic   Organiza;ons  &   Non-­‐Profits   Health  Tech   H Exch S Gove Local   Agencies   Health   Communica;ons   Pa;ent  Community  
12. Where  are  the  opportuni>es?   Tradi:onal   •  payers  (insurance)   •  pharma   •  medical  device   •  nonprofit  &  advocacy  groups               Exploding   •  providers   •  startups  &  tech  companies   •  government   •  retail      
13. CVS   Unified  Consumer  Experience  Strategy     for  CVS  Caremark  
14. @AmyCueva  @MadPow   “In  service  and  in  business,   some:mes  we’re  so  used  to   feeling  a  pain  point  that  we   stop  feeling  it.”  
15. The  Matura*on  of  Design  Inside  Organiza*ons Design
19. forward   All  of  these  things  are  important  –   we’re  moving  the  industry  
20. Breaking     Down     Silos  
21. comprehend   Design  can  help  people   •  pa:ent  educa:on     •  health  literacy   •  insurance  literacy   •  decision  aids      
23. Walt  Disney   “When  your  values  are  clear,   making  decisions  becomes  easier.”  
24. Helping  Pregnant  Mothers     Explore  Their  Op:ons  &  Weigh  Their  Values    
25. Helping  Pregnant  Mothers     Explore  Their  Op:ons  &  Weigh  Their  Values    
26. My  GiW  of  Grace:  Facilita:ng  End-­‐of-­‐Life  Conversa:ons  
27. change  behavior   Design  can  help  people   •  playful  experiences   •  mo:va:onal  psychology   •  sensors  &  feedback  loops      
28. Promo:ng  healthy  behaviors,  aligned  with  intrinsic  mo:va:on  
29. DesignersOath.com  
30. connect,  care  &  cope   Design  can  help  people   •  physical  &  digital  spaces   •  workflow  &  communica:on  tools   •  brand  iden:ty   •  social  networks    
31. CraWing  a  new  brand  for  a     brand  new  healthcare  provider  
33. human  flourishing,   The  role  of  technology  is  to   create  efficiencies  in  support  of     understanding  &  connec:on  
34. MOTIVATE   Behavior  Change   TRANSFORM   Organiza:onal  Design  &  Training   EXECUTE   Design  &  Implementa:on   Strategy  &  Service  Design     ENVISION   EMPATHIZE   Research  &  Valida:on  
35. never  ideal;   The  situa:on  is   do  whatever  it  takes     to  make  the  best  of  it   1
36. Immerse  yourself   in  the  subject  maaer   2
37. complexity   Embrace   and  celebrate  nuance   3
38. ques>ons   Ask  great     &  have  deep  conversa:ons   4
39. find  their  voices   Help  others  make  connec:ons,   and  build  comfort  talking   about  design   5
40. Specializa>on   isn’t  confining  when  the   specialty  is  this  broad  
41. Jamie  Thomson      •      @uxjam             @MadPow    •    Experience  Design  Director