Healthcare Innovation Begins and Ends with People focuses on the fundamentals of driving innovation in healthcare and developing a culture of innovation. It is as simple as it is complex and deeply human.

1. Deeply Human:
Healthcare Innovation Begins
and Ends with People
Chris Finlay
Director of Experience and Design Innovation
United Health Group

2. Innovation is
deeply human

3. Find the human signal

4. Critical design is often invisible
Time
Wave
Focus
Pre-1845
Commodities
Markets & Trade
1830-1900
Expansion
Manufacturing, transit,
storage
1900-1950
Quality of life
Chemistry, technology,
distribution
1950-1990
Engineering
Faster, cheaper, better
everything
1990-Current
Service
People’s interactions

5. Innovation management is
where quality management
was 40 years ago.
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6. People do things
to feel stuff

7. From 1990 to 2012, the number
of workers in U.S. health system
grew by nearly 75%. With 0.6%
decrease in productivity, annually.
—New England Journal of Medicine, 2013
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8. From 2010-2025 $1 trillion of
value will move from old models
to new patient centered models.
—Oliver Wyman, global management consultancy, 2012
Who is coming for your business?

10. Resulting in
Improved Experience
Improved Outcomes
Improved Cost
Total spending dropped a net of 12.3%; Driven mostly by large
decreases in hospital admissions, ER visits, & outpatient procedures

11. Innovation is simple
as it is complex

12. Helping people
live healthier lives.
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13. • ~133,000 employees
• 24 million personal health records
• 18 years of clinical data, covering
~100 million lives
• 750 million transactions through
our portal and mobile apps annually
• Touching 90 million people’s lives
• Presence in all 50 states
& international
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• Database with over 170 million
unique consumers
• Connected to over 754,000 health
professionals, 66,000 pharmacies,
5,400 hospitals, & 900 labs
• $300 billion in billed health care
claims managed annually
• 200 million claims and more
than 1 million calls per day

14. Invent the future,
learn from the past.
Corporate values
Culture training
Performance evaluation
Corporate communications
Innovation Day

15. Embed innovation
UnitedHealth Group
Shared Services / Innovation Council /
UnitedHealthCare
E&I
M&R
M&V
Optum
C&S
Insight
Health
Rx

16. People are not their health condition
Empathy takes practice
Obvious rarely is
Speak human
Cheap never is

17. Companies move as
fast as they learn

18. Understand the process
Design thinking
defines the value to be delivered
Experience design
sets the strategy for delivery
Product & service design
how the offer is made

19. Understanding the
innovation mindsets
Put people
first
Make
to think
Collaborate
often
Practice
discovery
Experiment
daily

20. Making it real
31% improvement in satisfaction
74% improvement in trust
24% improvement in effort
90% net promoter score
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22. This moment is special

23. Key Takeaways
1. Innovation is deeply human
2. People do things to feel stuff
3. Innovation is as simple as it is complex
4. Companies move as fast as they learn
5. The moment is special
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