Keynote:InnovationinHealthcarePractice
SrikantDatar
• Understand innovation
• Develop learnable innovation skills
• Build innovative teams
Building Innovating Organizations
What Is Innovation?A product, process, or model that is novel and useful.
Innovation | How it Relates to Operations
Source: Synecticsworld, LLC.
Innovation | How it Relates to Operations
rules * routines * rational TQM * procedures decision-making
curiosity * speculatingconnection-making
developmental thinkingexperimenting
Source: Synecticsworld, LLC.
Typical Problem-Solving Approach
A Different Approach
A Human Centered Innovation Process
Four Phases
Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.
1. Human-Centered Design Approach
Source: HCD Toolkit 2ed.
PremiseDesigns that build out from the needs of users and patients – explicit and implicit, articulated and observed –are more effective and more widely embraced than those developed in other ways.
Human-Centered Design
Empathy & Understanding
Identifying PAIN POINTS
A pain point is a moment when a user or patient experiences frustration, difficulty, or uncertainty when using a product, service, etc. Pain points indicate unmet user needs.
Pain points can be explicit, so a user could articulate them in an interview. These are typically functional needs that are not being met. They can also be latent –unrecognized by the user – in which case a researcher would discover them through deep observation and/or a probing interview. These are typically social, emotional, or psychological needs to do with feelings.
Human-Centered Design and Pain Points:Caring for Stroke Patients at Karolinska Hospital in Stockholm, SwedenPatient collapsesPartner calls 911EMTs arriveStabilize patient in ambulanceDrive to hospitalER receives patientTeam does CT scan to diagnosePrescribes neurothrombectomyWheel patient to ORPerform surgeryPatient goes to recovery
What are the pain points and unmet patient needs?
Human-Centered Design and Pain Points:Caring for Stroke Patients at Karolinska Hospitalin Stockholm, Sweden
Patient collapsesPartner calls 911EMTs arriveStabilize patient in ambulanceDrive to hospitalER receives patientTeam does CT scan to diagnosePrescribes neurothrombectomyWheel patient to ORPerform surgeryPatient goes to recovery
Patient collapsesPartner uses app to assess strokeAlerts 911 to strokeEMTs arriveStabilize patient in ambulanceCollect data on strokeForward data to neurologist at hospitalCreates a virtual recordAlert stroke team that patient is arrivingReceive patient directly in neuroimaging suite Team does CT scan to diagnosePrescribes neurothrombectomyPerform surgeryPatient goes to recovery
Activities What is happening? Primary, secondary, peripheral activities?
Environments Where are things happening? Are there multiplekinds of environments within one larger place? What are the characteristics?
Interactions Who is doing what with whom? Do interactions seem planned or spur of the moment? Are people interacting with other people? With things? With environments?
Objects What objects are present and/or involved in activities and interactions described? What seems most/least important? What is puzzling?
Users Who are the users? Do they vary in characteristics?
TRYAssume a beginner’s mindset. Check assumptions.
Warm up. Develop rapport before asking detailed questions.
Experience. “Do as the Romans do.”
“Observe” with all five senses.
Be open. Let the interviewee tell stories.
Use props to experience a situation or action more realistically.
Document the looking. Be patient.
“Five whys.” Probe by asking why.
Address both broad context and narrow details.
Source: IDEO, 2012.
A graphic tool used to organize detailed information about an individual’s steps through a process.
It is a useful learning device that can be applied to any context.
Source: HCD Toolkit 2ed.
Journey Map | Guide
STRUCTUREJourney Maps
Pain Points
WHATAEIOU
HOWLook-Ask-Try
To Identify & Explore…
Observations and Insights
2. Problem Framing
Problem Framing at Jaipur Limb:Fitting Prosthetics
Jaipur Limb is a not-for-profit hospital in India that fits prosthetic limbs for free on patients who have lost a part of their leg. It wants to serve very poor patients.
What is the problem that Jaipur Limb is solving?
Fit a prosthetic limb to restore mobility.
An approach to phrasing problem statements that invites broad exploration
• How might we accentuate the positives
• How might we minimize the negatives
Technique | How Might We…
Source: d. school, 2013.
Problem Framing at Jaipur Limb:Fitting Prosthetics
Jaipur Limb reframes the problem not just as restoring mobilitybut as restoring dignity.
This results in many innovations, from how patients are looked after when they arrive at the hospital (meals, admit without appointment 24 hours a day) to how they can be helped to earn a livelihood after they are fitted with prosthetics (tea stall kits, skill development).
Benefits of “How Might We” Statement Starters
• Challenges your assumptions• Helps you see different perspectives• Provides a direction for problem-solving• Invites divergent thinking
3. Ways to Ideate
Tools for “Breaking Fixedness”Systematic Inventive Thinking
Approach 1
A cognitive bias that limits a person to using an
object only in the way it is traditionally used.
SIT | Functional Fixedness
Source: SIT, 2012.
Examples of Task Unification
The assignment of new tasks to an existing resource.
Tool | Task Unification
Source: SIT, 2012.
o Assign customers who are waiting (an external resource) the task of checking out (stores) or checking in (airlines) rather than having employees (internal) do these tasks
o Eco-power faucet uses water flowing through faucet as a turbine to recharge its battery used for its infrared sensor
o Assign to the ambulance tasks done in the ERo Assign to pharmacy stores tasks done in doctors’ offices or hospitalso Assign to a pacifier the task of also being a thermometer for a babyo Assign to people in the community tasks that reduce the need for
patients to come to the hospital
Examples of Task Unification
Examples of Task Unification
Person with a car Taxi driver
Person with a spare room Occasional inn keeper
Uber
Airbnb
Existing SituationManipulation(thinking tools)
Virtual product
Identify benefits, advantages, markets
Identify challenges
IDEA
Adaptations
FUN
CTI
ON
FOR
M
Marketing filter
Feasibility filter
SIT | Function Follows Form
Source: SIT, 2012.
The tendency to think of an object or process as a whole, with a defined structure that cannot be modified, divided, or rearranged.
SIT | Structural Fixedness
Source: SIT, 2012.
Division in the DVD Industry
Source: SIT, 2012.
By dividing a product, process, or business model into its component parts, you see the collection in a new light. This process allows you to reconfigure parts in unanticipated ways.
Physical, functional, preserving division.
Tool | Division
Source: SIT, 2012.
Division and StrategySuppose you wanted to come up with a new strategy to compete in the pharmacy business and generate new opportunities.
What might you do?
oPut all pills to be taken each day and time in a separate pack and deliver straight to people’s homes; then people don’t need to remember if they have taken pills on time and every day
oThis is an example of division
Source: IDEO, 2014.
PillPack
PillPack
o Pill Pack would appeal to: People who travel, kids’ caregivers, tech-savvy baby boomers
o Caregivers might be the target decision-maker for their parents or kids
o Patients will feel more confident that they are taking the right medications at the right time
Source: IDEO, 2014.
4. Prototyping
Prototyping Google Glass
Prototyping
A prototype is a model for facilitating learning.
Prototypes help to test critical questions and explore assumptions. The goal is to learn about a specific concept or sub-parts of a concept as quickly as possible and at low cost.
41© Srikant M. Datar.
How to Prototype
• Identify critical assumptions in your concept around desirability, feasibility, or viability• Clarify what you would like to learn about the assumption• Design a cheap and fast experiment that will help you learn
Source: LUMA Institute, 2012.
ConceptDevelopment
GoogleGlassPrototyping
Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.
®
GoogleGlassPrototyping
Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.
GoogleGlassPrototyping
Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.
Explore Evolve Validate
# O
F ID
EAS
Quality of PrototypeLOW HIGH
Source: IDEO, 2013.
5. Innovation Teams
The FourSight Model
Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.
Preference for Assertiveness
ASK STATE
ASK
STATE
Likestoexplore DecisiveEvaluatesrisks TakesrisksFlexible,patient Bold, fast-pacedEngagesothers ExpressesopinionsSpeculative Directive
Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.
Preference for Thinking
DIVERGE CONVERGE
CONVERGEDIVERGE
Prefersgeneratingoptions Prefers evaluating&selectingoptions
Preference forexperimenting Prefersdecision-makingFavors unusualideas Favorscritical thinkingEnjoys exploration&synthesis Enjoysanalysis
Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.
AS
KS
TATE
DIVERGE CONVERGE
Prefers generating optionsPreference for experimentingFavors unusual ideasEnjoys exploration & synthesis
Prefers evaluating & selecting options
Prefers decision-makingFavors critical thinking
Enjoys analysis
Decisive Expresses opinionsTakes risks DirectiveBold, fast-paced
Likes to explore Engages othersEvaluates risks SpeculativeFlexible, patient
ASK
STATE
DIVERGE CONVERGE
CLARIFY
IDEATE IMPLEMENT
DEVELOP
Four Phases
Teams and Innovation
Why are teams important for innovation?
o Need people from all four quadrants for performance and success throughout the process
o People from these quadrants need to understand, appreciate, and respect each other
Thank You