person-centred design in health and social care€¦ · person-centred design in health and social...

Person-centred Design in Health and Social Care

Conference Tuesday 20 February 2018

10 am to 4 pm

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Welcome

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Event hosts

Robert Djaelani

Service Designer on placement at User

Research and Service

Design, Scottish Government

Anna Henderson Service Design Lead

User Research and

Service Design, Scottish

Government

Diane GrahamImprovement Advisor

Person-centred Health

and Care, Healthcare

Improvement Scotland

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Housekeeping

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Fire exits

Toilets Mobiles

Lets get

tweeting

#PCdesign18Photography

Fire alarms

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10:00 – 10:55

Why person-centred design?

An introduction to person-centred design

LUNCH 12:45 – 13:30

10:55 – 12:45

Opening up the problem space. Making sense

of what we have learnt. Defining the problem

13:30 – 14:40

Exploring possible solutions

Agenda Listening

& learning

Doing

Doing

14:55 – 16:00

Applying person-centred design: to ourselves

& how will you make it happen?

Reflecting

& planning

BREAK 14:40 – 14:55

Why person-centred design?

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Cat Macaulay

Office of Chief Designer,

Scottish Government

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Diana HekeremHead of Strategic

Commissioning

Support, Healthcare

Improvement Scotland

Hopes and fear about

person-centred design

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Hopes and Fears

Answer the following questions on the postcards:

› What are your hopes and fears for the day?

› What do you want to share and learn about person-centred design?

Exercise

An introduction

to person-centred design

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Design

What is a service?

What is Service Design?

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Marc Fonteijn

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What is service design?

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What is service design?

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Person-centred

Putting user

journeys at the

heart of the process

and referring back

to ‘problem’ being

solved at every step

in the process.

Research based

Building service with

evidence of ’real life’

users with

quantitative and

qualitative research

methods.

Iterative

Continually testing

and developing the

design of a service

with the users

journey in mind.

Participatory

In the public sector

services are

delivered by

multiple

organisation.

Therefore they need

to look outside of

their organisation

boundaries.

Co-design

Designing service

with and not for

users and

organisational staff.

What are the key principles of service design?

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DESIGNING THE THING RIGHTDESIGNING THE RIGHT THING

Let’s talk about design thinking

Why do service design?

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Why do service design?

User understanding Prototyping Tools for collaboration

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Feedback, interviews, focus

groups, complaints records, etc.

Field observations, market

research, usage data, front-line

staff

VOICE

ACTIONS

Business goals, capacity,

resources

Business landscape, legislation,

policy

GOALS

DRIVERS

OR

GA

NIS

AT

IO

NU

SE

RIt’s part of a conversation about the possible

What does that mean for

public services?

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Why it’s hard(er) in the public sector

#SAtSD

Why it’s hard(er) in the public sector

#SAtSD

Why it’s hard(er) in the public sector

#SAtSD

Why it’s hard(er) in the public sector

#SAtSD

Why the Scottish Approach to Service Design?

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Service design is

everyone's business

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Scottish Approach

to Service Design

Is a movement to collectively define a common approach to designing public

services in Scotland.

We believe taking this collaborative approach will:

• help us develop a shared language for talking about service design

in the public sector

• make it easier to collaborate between and across organisations

• help shape the way that citizens contribute to services

#SAtSD

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The goal is for Scotland

to have joined up public

service journeys that

are designed around

user needs.

#SAtSD

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Collaborative sensemaking

Analysing research with users

of a service.

Inclusive Co-design

Enabling participation

in the design of a service.

- Inclusion checklist

- BSL Interpreting Service

Developing approaches to helping citizens contribute

#SAtSD

#PCdesign18Image by Isabelle Mendes

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Person-centred design and improvement

Person-centred design / improvement

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1. Don’t listen very much to people who experience our services and we

do the designing

2. Listen to our service users then go off and do the designing

3. Listen to our service users and then go off with them to do the

designing

(Professor Paul Bate, 2007)

Three ways we do improvement

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for people who will use our services

(patients, carers, families, communities, H&Sc workers)

Model by: Institute for Healthcare Improvement

The model for improvement

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for people who use our services(patients, carers, families, communities, H&Sc workers)

Model by: Institute for Healthcare Improvement

The model for improvement

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for people who use our services

(patients, carers, families, communities, H&Sc workers)

Model by: Institute for Healthcare Improvement

The model for improvement

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Evaluate

and

Spread

Learning

Embed/

Sustain

Understand Design EvaluateImplement

© Image Copyright: Design

Council 2014

Clo

se

Star

t up

Initiati

onDelivery

Clo

se

Star

t up

Initiati

onDelivery

Clo

se

Star

t up

Initiati

onDelivery

Clo

se

Star

t up

Initiati

onDelivery

improvement phases.............

project management stages……………

Change Management and Organisational Culture

Health and Wellbeing Outcomes; National Health and Care Standards

Data Driven Intelligence; People’s Experiences; Evidence

Principles of Coproduction and Human Rights

ihub Strategic commissioning approach

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So, where do you start?

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Here and now!

LUNCH

Exercises:

Time

Total time:

BREAK

30 mins 50 mins25 mins 15 mins

1.

Opening up

the problem

space 2.

Making sense of

what we have learnt

3.

Defining

the problem4.

Exploring possible

solutions

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Here and now!

LUNCH

Exercises:

Time

Total time:

BREAK

30 mins 50 mins25 mins 15 mins

1.

Opening up

the problem

space 2.

Making sense of

what we have learnt

3.

Defining

the problem4.

Exploring possible

solutions

Introducing

the design challenge:

MaaS – Movement As A Service

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Understanding the problem to solve

http://www.economist.com/news/international/21707952-combining-old-and-new-ways-getting-around-will-

transform-transportand-cities-too-it?zid=307&ah=5e80419d1bc9821ebe173f4f0f060a07

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Solving the problem

http://www.economist.com/news/international/21707952-combining-old-and-new-ways-getting-around-will-

transform-transportand-cities-too-it?zid=307&ah=5e80419d1bc9821ebe173f4f0f060a07

#SAtSD

Opening up

the problem space

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Exploring the challenge

After launching the service in Helsinki the MaaS analytics team has concluded

that the those over 60, those with physical / mobility impairments and parents with

young children are not downloading the app or using it after the initial download.

The MaaS project team want to commission you to design a new service

for this target audience.

Imagine

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Opening up the

problem space

Discovery is about being immersed in the data to understand

what’s happening from the users perspective - what are they

telling us? What are the key points? There’s skill in determining what’s

important and what’s not, otherwise it’s easy to drown in data.

Exercise

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Bias

Image by Business Insider

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Good Post-it v Bad Post-it

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› In small groups of five, review the interview – spend

some time reading and absorbing what’s been

captured – 10 mins

› Highlight what you ‘notice’ - note down anything that

strikes you on sticky notes and add them to the

template – 10 mins

› Discuss the points that you have noted down with the

other half of your table – 10 mins

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Time for a cuppa

You’ve got 15 minutes

Illustration by illustrationetc.co.uk

Case study: local NHS mental health centre

Shared at Service Design in Government 2016,

http://govservicedesign.net/2016/sessions/index.php?session=27

Getting the right people in the room

Making sense

of what we have learnt

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Types of journey mapping

• Hypothetical

• Researched ‘as is’

• Designed ‘to be’

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› In small groups of five, use the research you have just

read to capture the person’s journey using the

template – 15 mins

› Discuss the key learning from mapping the person’s

journey you with the other half of your table – 10 mins

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Defining the problem

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Problem definition

This task will help your team to clarify its understanding of a problem,

reflect on how it is framed and clarify who it is an issue for.

This is about re-defining the problem to ensure that solution

concepts meet the needs of the user.

Exercise

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› In your groups, discuss your current understanding

of the problem – 5 mins

› Agree on one version of the problem and complete

the problem definition template – 5 mins

› Nominate one person in the group to feed back to the

other half of your table – 5 mins

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Let’s eat!

Lunch

You’ve got 45 minutes

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Case study: Daylight

https://youtu.be/Ee4CKIPkIik?t=40s

Help fight childhood obesity

Exploring possible solutions

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Creating ideas

Once insights have been defined the next stage in the design process

is to create ideas.

Exercise

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What is an idea?

1. It is an unresolved thought

2. It is not good or bad

3. It is used to build a concept

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Wild ideas

1. Encourage wild ideas - Wild ideas provide the breakthroughs

2. Be a builder not a destroyer of ideas - Think ‘and’ rather than

‘but’

3. Keep referring to the problem - Don’t forget what you are trying

to solve

4. Go for quantity not quality – Quality comes later

5. If you don’t draw, it doesn’t exist – Capture everything for

reference later

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› In your group, draw as many ideas on post its as

possible to solve your defined problem – 15 mins

› Put 10 unique ideas on the template, share your

ideas and get rapid feedback on your ideas from

the other half of your table – 7 mins each

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› In your group, pick one idea to improve based on

the feedback you received and start developing

your idea – 10 mins

› Share your idea and get rapid feedback from the

other half of your table – 5 mins each

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What is prototyping?

What is prototyping?

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How to prototype

1. Define your goal – What is your hypothesis?

2. Make a plan - How are you going to test your hypothesis?

3. Make a prototype – What objects, interactions, experiences do you need

to build?

4. Try it out – Who needs to try it?

5. Iterate – How can you make it even better?

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What are the different levels of prototyping?

Designing for public Services, by IDEO,

Design for Europe and Nesta pg 54

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Case study:

Pharmacy redesign,

Whittington Hospital

Designing for public Services, by IDEO,

Design for Europe and Nesta pg 65

Prototyping

your ideas

Time for a cuppa

You’ve got 15 minutes

Case study

Hospital at home

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Hospital to homeCo-designing the pathway from Hospital to Home with Older People

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Discover:

• Meeting with local team and

scoping issues

Q: Why are we all involved?

Understanding

service user and staff

experience:

• Pathway mapping

• Experience mapping

Q: what are our

personal

experiences?

Hospital to home design process

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Discover: Four pathways of discharge form Hospital

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Discover:

• Meeting with local team and

scoping issues

Q: Why are we all involved?

Understanding

service user and staff

experience:

• Pathway mapping

• Experience mapping

Q: what are our

personal

experiences?

Define:

• Define the problem

Q: What problems can we

tackle collaboratively within

the scope of the project

Develop:

• Developing solutions

Q: What solutions are there to the

problems we have identified?

• Refining solutions

Q: What solutions can we develop

within the scope

of this project?

Hospital to home design process

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Co-design in Tayside: Eight workshops

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Discover:

• Meeting with local team and

scoping issues

Q: Why are we all involved?

Understanding

service user and staff

experience:

• Pathway mapping

• Experience mapping

Q: what are our

personal

experiences?

Define:

• Define the problem

Q: What problems can we

tackle collaboratively within

the scope of the project

Deliver and share:

• Delivering

solutions/prototyping

Q: what will these

solutions look like in

practice?

Develop:

• Developing solutions

Q: What solutions are there to the

problems we have identified?

• Refining solutions

Q: What solutions can we develop

within the scope

of this project?

Hospital to home design process

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Co-designed solutions

#PCdesign18https://vimeo.com/118912361

Co-designed solutions

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Any questions?

Applying person-centred

design

To ourselves

Applying person-centred

design

How will you make it happen

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Thank you

Ruth Glassborow, Director of Improvement Support and ihub, Healthcare Improvement Scotland

Person-centred Design in Health and Social Care

Conference

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