Detailing the change process in a large regional hospital towards applying design methods in the development of their services and care centre. http://designforhealthcare.blogspot.com Presented at Studying and Improving Design Practice Symposium at Aalto University 6.9.2012

1. EMBEDDING DESIGN IN
LARGE ORGANIZATIONS
Reflections from the field
---
Aalto Studying and Improving Design Practice Symposium
6th of September 2012
Juha Kronqvist
Aalto University School of Arts, Design and Architecture
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2. THE
FORGOTTEN
CUSTOMER?
2

3. THE
FORGOTTEN
CUSTOMER?
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4. “IMPROVING
HEALTHCARE
IS A WICKED
Reframing Health to Embrace Design
of Our Own Well-being
Cover Story by Hugh Dubberly, Rajiv Mehta,
Shelley Evenson, and Paul Pangaro
PROBLEM”
No consensus on the problem
No “stopping rule”
No clear-cut formula for judging solutions
Every solution is a “one-shot operation”
No clear-cut list of alternative solutions
Each person’s situation is unique
– after Horst Rittel
Association for
Computing Machinery
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5. FROM…
HEALTH-CARE HEALTH-MANAGEMENT
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6. TO…
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7. “Reframing health as self-management
parallels similar trends in … design
practice, where we increasingly
recognize that users manage (or
design) their own experiences.”
– Dubberly, 2011
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8. WHAT IS “The process of inventing physical things which
display new physical order, organization, form, in
DESIGN? response to function.” ~ Alexander, 1964
“Design is a conscious and intuitive
effort to impose meaningful order….
Design is both the underlying matrix of
“Design is devising courses of
order and the tool that creates it.” ~
action aimed at changing existing
Victor Papanek, 1971
situations into preferred ones.” ~
Herbert Simon, 1969
“Design is the human power of conceiving,
planning, and making products that serve
human beings in the accomplishment of
“No longer associated simply with objects their individual and collective purposes.” ~
and appearances, design is increasingly Richard Buchanan, 2001
understood in a much wider sense as the
human capacity to plan and produce desired
outcomes.” ~ Bruce Mau, 2007
“Design thinking is a human-centered approach to
innovation that draws from the designer’s toolkit to
integrate the needs of people, the possibilities of
technology, and the requirements for business success.” ~
Tim Brown, 2009
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9. DESIGN AS
REFLECTIVE
PRACTICE Contrasts the rational problem-solving approach to
DONALD SCHÖN, 1983 design
Reflection-in-action
Partly conscious thinking again (during action)
about the problem we have encountered. Difficult to
verbalise.
Reflection-on-action
Thinking about what was achieved and how it was
done. Often documented.
Conversations-with-material
Discovering of consequences and implications
through doing, appreciated and evaluated.
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10. Rylander 2009
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11. PIRKANMAA HOSPITAL DISTRICT
7118
amount of employees of
whom 62,2% nurses, 11,7%
doctors and services 16,2%
653 milj.€ budget for
the year 2011
179 565
patients treated
in the whole
hospital district
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12. PROMISE OF A QUALITY SERVICE EXPERIENCE
The patient and their next of kin receive a good treatment
experience… The quality of treatment is based on trust and
listening to the patient. The patient and their next of kin are
involved in planning, excecuting and evaluating the
treatment, based on their capabilities. The staff supports the
patients’ abilities for treating and preventing illnesses and in
rehabilitation.
– Pirkanmaa Hospital District Strategy 2012-2016
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13. HOW?
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14. CULTURE & CAPABILITY
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15. CUMULATIVE after: Engine 2009
CYCLES BUILD
MODEL 2.
SUSTAIN
Discovering 3. Building
value and capability and
establishing structure
process
MODEL
1. Pilots 4. Change
introduce new through capability
thinking dissemination
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16. EMBEDDING
A DESIGN
CULTURE
Design readiness
Common vocabulary and language
Dissemination of design thinking and
processes
Getting and keeping management on-
board
Re-interpretation and development of
tools and methods
Functional learning and delivering value
Bailey, 2012
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17. 1. PILOT
SERVICE DESIGN WITH
CANCER PATIENTS
1. Mapping the patient journey
2. Interviewing staff
3. Preliminary work flow
4. Patient interviews
5. Interpreting results
6. Co-design workshop
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18. 2. PILOT
https://vimeo.com/juhak/cardboardhospital
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19. IN-HOUSE
DESIGN
TEAM
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20. REFLECTION
Resource constraints
Pace of change
Role of artifacts
Object of work
Resourcing implementation
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21. REFLECTION
Resource constraints
Often development work is done on the
side of main work tasks, which leaves
little time for analysis or reflection.
Pace of change
Role of artifacts
Object of work
Resourcing implementation
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22. REFLECTION
Resource constraints
Pace of change
Big organisations move slowly and the
results of activities can be seen in time.
Still, renewal needs positive feedback.
Role of artifacts
Object of work
Resourcing implementation
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23. REFLECTION
Resource constraints
Pace of change
Role of artifacts
Design artifacts have a role in more
traditional fields, but need to be adjusted
to new contexts. Also, organisations
need to learn how to utilize them.
Object of work
Resourcing implementation
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24. REFLECTION
Resource constraints
Pace of change
Role of artifacts
Object of work
Patients are traditionally situated in a
passive role. New patient-centric ideas
are easily discarded or rejected.
Resourcing implementation
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25. REFLECTION
OSASTOLTA ARKEEN
Päivä 1. – Jalkeille
Hei, ensimmäisenä päivänä phasellus Resource constraints
magna nulla, rhoncus at consequat
ultrices, pulvinar in lacus. Integer
et aliquet sapien. Proin congue
pellentesque augue non eleifend.
Pace of change
kuntoutus osastolla Role of artifacts
1) Integer et aliquet sapien. Proin 3) Integer et aliquet sapien.
Object of work
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eleifend augue non ongue sine
pellentesque augue non
2) Et aliquet con sapien. Proin eleifend
congue pellentesque augue non
eleifend 4) Integer et aliquet sapien.
Resourcing implementation
omatoimiset harjoitukset
1) Integer et aliquet sapien. Proin
congue pellentesque augue non
Service designers need to learn from
eleifend sapien. Proin congue
pellentesque. other fields in how to resource and
2) Et aliquet con sapien. Proin
congue pellentesque augue
implement the created concepts in
non eleifend. Proin congue
pellentesque augue non. collaboration with the staff.
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26. THANK YOU!
QUESTIONS? COMMENTS?
juha.kronqvist@aalto.fi
www.juhakronqvist.fi
@juhak
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