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

Nurse innovator with

Caroline Chaffin | Service Designer | Livework Studio

design as ammunition

www.liveworkstudio.com

caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | #DesignerNurse

Meetup Experience Design

Presentation Title:Discussion

Caroline Chaffin | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com

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

Health Care System = Battlefield

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

“I can make a difference”

Time is often critical

Credit:http://www.smp.no

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

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

Service

Innovation

& Design

The battle against a broken (health) system

THE FOLLOWING CONTENT MAY BE

DISTURBING TO SOME VIEWERS

ACCORDINGLY,

VIEWER DISCRETION IS ADVICED

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

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?

Convincing

Listening

Product-centered

Human-centered

Insight

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

Need Eco-System

Provided a holistic view of

all, interconnected needs and

challenges

Revealed four, key themes:

Policy, Knowledge, Product

and System Interaction

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 | caroline.chaffin@liveworkstudio.com | @Liveworkstudio | @CarolineChaffin | www.liveworkstudio.com

@CarolineChaffincaroline.chaffin@liveworkstudio.com www.liveworkstudio.com@Liveworkstudio

CarolineChaffin

Service Designer

Livework Studio

building internal capabilities on all levels to reveal the missing link

Healthcare

find the missing links dmi8 s - leica microsystems...

reveal it!

brainstorming next-generation rule platforms › 2019 › 09...

great reveal

introducing idashboardssaving data blending capabilities •...

reveal board

new bi capabilities in sap netweaver 2004s€¦ · new bi...

reveal ranking

minitab.com/spm/ · spm - core capabilities the core...

missing women in indian democracy · “missing” in india...

reveal template

reveal, recreate

to reveal or not to reveal: privacy preferences and

caroline chaffin: building internal capabilities on all...

agenda - chortek...• crm: salesforce, sage, dynamics,...

trex reveal railing -...

engineered product systems - fry reglet homemoldings.pdf ·...

reveal teaching

to draft, and then finalize effective documentation · pdf...

the reveal