building internal capabilities on all levels to reveal the missing link

Building internal capabilities on all levels to reveal the missing linkCase study: Medistim ASA

Caroline Chaffin | Service Designer | Livework Studiowww.liveworkstudio.com | @liveworkstudio | @carolinechaffin

Meetup Experience Design

Presentation Title:Discussion

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Caroline Chaffin | [email protected] | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com

Credit:http://www.sfgate.com/

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Health Care System = Battlefield

Credit:http://www.sfgate.com/


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Time is often critical

Credit:http://www.smp.no


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It can be a matter of life and death


I saw opportunities to innovate everyday

Credit:http://nursegrid.com/blog/nurses-preventable-readmissions/


What stopped me wasmy role in the system


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Credit: http://www.royalberkshire.nhs.uk/get-involved/about-our-collection.htm

Units treating ideas?Designers in health care?


Credit: eonimages.com


Advisor

In-house

Consultant

MBA

Service

Innovation

& Design


The battle against a broken (health) system


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WARNING

Case Study


Measure blood flow and look for blockages in the artery to quality assure the bypass procedure


2.Surgeon:

Managing probe

(flow or ultrasound)

1. System operator:

Managing System


Surgeon

views data

Team

communicates

Trust their fingertips

Most surgeons only rely on their fingertipwhen checking the blood flow and check for blockages during a bypass procedure.In worst case; it can lead to a new heart failure


Customer Lifecycle

How to improve

hospital adoption

of Medistim's

technology?

How to improve

sustained use

of Medistim's

technology?


How to provide more customer value and in return maximise use?

From

Convincing

To

Listening

From

Product-centered

To

Human-centered

From

Insight

To

Strategy

United States Netherlands United Kingdom Germany


WARNINGTHE FOLLOWING CONTENT MAY BE

DISTURBING TO SOME VIEWERS

ACCORDINGLY,

VIEWER DISCRETION IS ADVICED


Fatty Tissue


Key Barrier 1


Data Interpretation

Key Barrier 2


SystemKnowledge

Key Barrier 3


Standardof Care

Key Barrier 4

Tool

Need Eco-System

Provided a holistic view of

all, interconnected needs and

challenges

Revealed four, key themes:

Policy, Knowledge, Product

and System Interaction


Tool

B2B Lifecycle

Revealed the customer

interactions that

needed most attention



Project Outcome

Reprioritise and Renew

Right Evidence Right Person

“The only way to actually get buy-in is to provide evidence that Medistim improves the standard of care”

- Surgeon


Theme: Policy

Leverage Buy-In & Alignment• Who should approach executive leaders?

• What material do we need to convince executive leaders vs. surgeons?

• How can we provide more evidence; improving “standard of care”?


Outcome

Systematic TrainingOver Time

“Learning, teaching and education is the best way to go”

- Surgeon


Theme: Knowledge & Product


Training at UsersOwn Premises• E-learning: Access at the users’ own premises

• Team: Training surgeon and system operator as a team

• Simulation: A setting that is not at high stake - to practice on correct use

• Super users: Offer more support - locally

• Quality assure trainers: Making sure all trainers have sufficient knowledge

Outcome


Simplify & Enhance Data Interpretation

“We want a measurement that says ‘OK’ so you know that your work is done well”

- Surgeon

Theme: System Interaction


Explore NewFunctionalities• Senses: How can the users interact with the system - with all their senses?

• Interpretation: How can our technology better support data interpretation?

• Relevant: How can we simplify - showing the important parametres, in their

natural order?

Outcome


Tore SkjeggestadProduct Manager, Medistim

“Touching more than 1 million beating hearts”

- Medistim


Credit: https://imgur.com/gallery/4ALOI


Service Design as ammunition


Credit: http://metro.co.uk

Team up with champions who know the battlefieldCaroline Chaffin | [email protected] | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com

@[email protected] www.liveworkstudio.com@Liveworkstudio

CarolineChaffin

Service Designer

Livework Studio

building internal capabilities on all levels to reveal the missing link

Healthcare