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NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 1
Lauren Chapman Ruiz
lchapmandesigns@gmail.com
@lchapmanruiz
Healthcare &
Design
Ensuring your experience is useful,
usable and delightful
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 2
Today’s Agenda
+ About
+ Case Study
+ Opportunities in healthcare
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 3
Hello! My name is Lauren
Chapman Ruiz & I’m a
human-centered designer
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 4
How many people
here design
?
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 5
“Everyone	designs	who	devises	
courses	of	action	aimed	at	
changing	existing	situations	into	
preferred	ones.” - HERB SIMON
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 6
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 7
How many people
here design
?
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 8
Innovation begins and
ends with people
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 9
Innovation can be fostered
by mastering the discipline
of human-centered design
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 10
We observe situations to
identify & address unmet needs
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 11
SKILLSET OF INNOVATIVE PEOPLE
(THE DISCIPLINE OF HUMAN-CENTERED DESIGN)
CHARACTERSTICS OF INNOVATIVE PEOPLE
(KEY BEHAVIOR TRAITS)
Pattern Finder
Networker
CollaborativeProblem Framer
Persistent Curious
ImaginativeRisk Enthusiast
Empathetic
Experimental Humble A-ha !
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 12
1. Interdisciplinary
Collaboration
2. Frequent engagement
with Users
3. Iterative Prototyping
of solutions
Key practices of human-centered design
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 13
BENEFITS OF INNOVATING FOR PEOPLE
Provides	a	framework	from	which	to	foster	a	more	innovative	culture
• Helps	you	get	the	right	solution	to	market,	faster
• Enables	you	to	compete	less	on	price	and	features,	and	more	on	value
• Gives	your	teams	the	tools	to	tame	highly	complex	problems
• Promotes	productive	interdisciplinary	collaboration
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 14
Concept
Build
Release
TYPICAL USER
TOUCH-POINTS
RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 15
Concept
Build
Release
TYPICAL USER
TOUCH-POINTS
IDEAL USER
TOUCH-POINTS
RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 16
1x
10x
100x
RELATIVE COST
TO REPAIR
Concept
Build
Release
TYPICAL USER
TOUCH-POINTS
IDEAL USER
TOUCH-POINTS
RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 17
To be human-centered, we..
+ Start with people’s real life…
› What are their goals?
› Needs?
› Mental models?
+ ….in their real context
› How does the environment affect their
actions?
› What are the technology strengths and
constraints?
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 18
Ineffective approaches
+ Talk to some users
+ Capture complaints
+ Brainstorm
+ Pull only from business
or technology
requirements
+ Focus on screen layout
and features first
+ Generate feature list
directly from market
profiles
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 19
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 20
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 21
An example…
Kinetic Concepts, Inc.
Uncovering breakthrough
healthcare opportunities
through human-centered
research effort
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 22
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 23
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 24
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 25
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 26
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 27
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 28
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 29
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 30
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 31
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 32
New opportunities (or
“unmet needs”) were
discovered by looking
for pain points,
emotions, transitions,
opportunities &
patterns
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 33
What are some potential key
opportunities in healthcare?
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 34
“
”
Every system is perfectly
designed to achieve the result it
gets. If we keep doing what we’ve
been doing, we will continue to
get the results we are getting.
Paul Batalden, M.D.
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 35
1. Redefine healthcare
Shift the way we think about
health services & their goals
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 36
2. Help people to help each other
Leverage untapped resources in
communities
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 37
3. Take self-management
to the extreme
Focus on helping people
successfully manage their own
health
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 38
4. Change where health happens
Look beyond health institutions
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 39
5. Easy in, easy out
Fluid care pathways, smart
triaging, and supportive
community networks
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 40
6. Open up consultations
Group engagements for
information-sharing, open
discussion and collaborative
problem solving
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 41
7. Make healthy pay
Find ways to show that healthy
not only benefits you long-term,
but also in the short-term
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 42
8. Prescribe more than medicine
Patients could also be prescribed
social activities that boosted
confidence, reduced isolation &
helped them find support
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 43
9. Doctors can’t do it all
Diversify the provision of care &
be smart about who does what
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 44
10. Let’s get digital
If used in the right away,
technology is one of the most
powerful ways in which we can
deliver health transformation
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 45
What opportunities
are there to explore
this space
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 46
NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 47
Thank you!
Lauren Chapman Ruiz
lchapmandesigns@gmail.com
@lchapmanruiz

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Ruiz Healthcare - Innovate Pasadena Talk 2014

  • 1. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 1 Lauren Chapman Ruiz lchapmandesigns@gmail.com @lchapmanruiz Healthcare & Design Ensuring your experience is useful, usable and delightful
  • 2. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 2 Today’s Agenda + About + Case Study + Opportunities in healthcare
  • 3. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 3 Hello! My name is Lauren Chapman Ruiz & I’m a human-centered designer
  • 4. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 4 How many people here design ?
  • 5. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 5 “Everyone designs who devises courses of action aimed at changing existing situations into preferred ones.” - HERB SIMON
  • 6. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 6
  • 7. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 7 How many people here design ?
  • 8. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 8 Innovation begins and ends with people
  • 9. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 9 Innovation can be fostered by mastering the discipline of human-centered design
  • 10. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 10 We observe situations to identify & address unmet needs
  • 11. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 11 SKILLSET OF INNOVATIVE PEOPLE (THE DISCIPLINE OF HUMAN-CENTERED DESIGN) CHARACTERSTICS OF INNOVATIVE PEOPLE (KEY BEHAVIOR TRAITS) Pattern Finder Networker CollaborativeProblem Framer Persistent Curious ImaginativeRisk Enthusiast Empathetic Experimental Humble A-ha !
  • 12. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 12 1. Interdisciplinary Collaboration 2. Frequent engagement with Users 3. Iterative Prototyping of solutions Key practices of human-centered design
  • 13. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 13 BENEFITS OF INNOVATING FOR PEOPLE Provides a framework from which to foster a more innovative culture • Helps you get the right solution to market, faster • Enables you to compete less on price and features, and more on value • Gives your teams the tools to tame highly complex problems • Promotes productive interdisciplinary collaboration
  • 14. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 14 Concept Build Release TYPICAL USER TOUCH-POINTS RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
  • 15. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 15 Concept Build Release TYPICAL USER TOUCH-POINTS IDEAL USER TOUCH-POINTS RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
  • 16. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 16 1x 10x 100x RELATIVE COST TO REPAIR Concept Build Release TYPICAL USER TOUCH-POINTS IDEAL USER TOUCH-POINTS RELATIVE USER ENGAGEMENT DURING A DEVELOPMENT PROCESS
  • 17. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 17 To be human-centered, we.. + Start with people’s real life… › What are their goals? › Needs? › Mental models? + ….in their real context › How does the environment affect their actions? › What are the technology strengths and constraints?
  • 18. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 18 Ineffective approaches + Talk to some users + Capture complaints + Brainstorm + Pull only from business or technology requirements + Focus on screen layout and features first + Generate feature list directly from market profiles
  • 19. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 19
  • 20. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 20
  • 21. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 21 An example… Kinetic Concepts, Inc. Uncovering breakthrough healthcare opportunities through human-centered research effort
  • 22. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 22
  • 23. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 23
  • 24. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 24
  • 25. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 25
  • 26. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 26
  • 27. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 27
  • 28. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 28
  • 29. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 29
  • 30. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 30
  • 31. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 31
  • 32. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 32 New opportunities (or “unmet needs”) were discovered by looking for pain points, emotions, transitions, opportunities & patterns
  • 33. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 33 What are some potential key opportunities in healthcare?
  • 34. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 34 “ ” Every system is perfectly designed to achieve the result it gets. If we keep doing what we’ve been doing, we will continue to get the results we are getting. Paul Batalden, M.D.
  • 35. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 35 1. Redefine healthcare Shift the way we think about health services & their goals
  • 36. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 36 2. Help people to help each other Leverage untapped resources in communities
  • 37. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 37 3. Take self-management to the extreme Focus on helping people successfully manage their own health
  • 38. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 38 4. Change where health happens Look beyond health institutions
  • 39. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 39 5. Easy in, easy out Fluid care pathways, smart triaging, and supportive community networks
  • 40. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 40 6. Open up consultations Group engagements for information-sharing, open discussion and collaborative problem solving
  • 41. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 41 7. Make healthy pay Find ways to show that healthy not only benefits you long-term, but also in the short-term
  • 42. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 42 8. Prescribe more than medicine Patients could also be prescribed social activities that boosted confidence, reduced isolation & helped them find support
  • 43. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 43 9. Doctors can’t do it all Diversify the provision of care & be smart about who does what
  • 44. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 44 10. Let’s get digital If used in the right away, technology is one of the most powerful ways in which we can deliver health transformation
  • 45. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 45 What opportunities are there to explore this space
  • 46. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 46
  • 47. NOVEMBER 7, 2014 · HEALTHCARE & DESIGN· ©2014 · 47 Thank you! Lauren Chapman Ruiz lchapmandesigns@gmail.com @lchapmanruiz

Notas del editor

  1. 5
  2. 6
  3. When you incorporate theses mindsets….you can Not just time to market…but getting the right solution Getting something manufactured in China for cheaper. How to compete? On Value. Give people something that they want, something that makes their lives easier more enjoyable. Don’t necessarily get rid of complexity. Collaborate, bring together diverse disciplines and groups…from science & engineering, business & marketing, visual and industrial design, human & cognitive sciences
  4. A typical development process goes from concept to release. MAYBE there will be a focus group early or a usability test just before release, too often there arent’ any user touch points along the way. It is significantly more expensive to fix problems late in the life cycle. We’re talking about an order or two of magnitude. The discovery-driven iterative design process finds problems early, reducing rework costs. Usability also makes for satisfied customers. The biggest risk in any development project is getting the requirements wrong and delivering an unusable, or ill-fitting, system. HCD helps to mitigate that risk by having better communication with the customer and users, and building early and often to get rapid feedback. It doesn’t matter how well you build the wrong thing. If it’s wrong: - It fails to deliver the projected benefits. - It hampers people’s performance every day. - And it saps their morale. For those interested in more details along these lines, you might want to check out the book Cost-Justifying Usability by Bias & Mayhew.
  5. A typical development process goes from concept to release. MAYBE there will be a focus group early or a usability test just before release, too often there arent’ any user touch points along the way. It is significantly more expensive to fix problems late in the life cycle. We’re talking about an order or two of magnitude. The discovery-driven iterative design process finds problems early, reducing rework costs. Usability also makes for satisfied customers. The biggest risk in any development project is getting the requirements wrong and delivering an unusable, or ill-fitting, system. HCD helps to mitigate that risk by having better communication with the customer and users, and building early and often to get rapid feedback. It doesn’t matter how well you build the wrong thing. If it’s wrong: - It fails to deliver the projected benefits. - It hampers people’s performance every day. - And it saps their morale. For those interested in more details along these lines, you might want to check out the book Cost-Justifying Usability by Bias & Mayhew.
  6. That is important because, It is significantly more expensive to fix problems late in the life cycle. We’re talking about an order or two of magnitude. The discovery-driven iterative design process finds problems early, reducing rework costs. Usability also makes for satisfied customers. The biggest risk in any development project is getting the requirements wrong and delivering an unusable, or ill-fitting, system. HCD helps to mitigate that risk by having better communication with the customer and users, and building early and often to get rapid feedback. It doesn’t matter how well you build the wrong thing. If it’s wrong: - It fails to deliver the projected benefits. - It hampers people’s performance every day. - And it saps their morale. For those interested in more details along these lines, you might want to check out the book Cost-Justifying Usability by Bias & Mayhew. “Usability methods raised user satisfaction ratings for a system by 40%; when systems match user needs, satisfaction often improves dramatically.” (Bias & Mayhew, 1994) Not just development cost. Emotional investment of the managing/development team in the product increases as product gets more developed. Very hard to combat that investment the closer the product gets to launch. Better to tackle these issues earlier. Rule out the bad ideas early, and focus on developing the better ideas, before emotionally investment is too great.
  7. These are three approaches to design that are common yet flawed.
  8. We do user research because understanding the user’s context is just as important as understanding their goals.
  9. Why participatory design – uncover generative – production tool, not reaction, allows open ended, less prescriptive, come up with ideas based on needs that we might be aware of to wireframe or create scenarios of.
  10. Graftjacket regenerative tissue matrix & Graftjacket Xpress flowable soft tissue scaffold For repair or replacement of damaged or inadequate integumental tissue, such as diabetic foot ulcers, venous leg ulcers, pressure ulcers, or for other homologous uses of human integument Preserved Tissue Scaffold Supports cellular repopulation and revascularization by host tissue
  11. Planning with HCD methods
  12. Identify who to interview
  13. Walk in the shoes of our users
  14. Graftjacket regenerative tissue matrix & Graftjacket Xpress flowable soft tissue scaffold For repair or replacement of damaged or inadequate integumental tissue, such as diabetic foot ulcers, venous leg ulcers, pressure ulcers, or for other homologous uses of human integument Preserved Tissue Scaffold Supports cellular repopulation and revascularization by host tissue
  15. Credit: Innovation Unit
  16. Credit: Innovation Unit
  17. Credit: Innovation Unit
  18. Credit: Innovation Unit
  19. Credit: Innovation Unit
  20. Credit: Innovation Unit
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  24. Credit: Innovation Unit