serge hufkens at ux antwerp meetup - dec 13 2016

the designer will see you next

ux architect healthcare+design

design that makes a difference it makes me tick

healthcare is broken

what can we do?

part of solution humanize healthcare

learn the key traits get dirty hands…

to make a difference

risk-averse

introduce design in all its forms bring controlled innovations

help implement new technology

closed culture with ego’s

come prepared or be eaten alive get to the point instantly go for win-win solutions

try again, again and again

no budgets

sellerbuyer

seller

payer

chooser

providerseller

payer

chooser

providerseller

insurance

chooser

state

providerprovider

insurance

chooser

state

don’t expect money don’t expect easy partnerships

expect complexity expect politics think systems

cost reduction disorder

explain value of design quality up, cost down

managers/policy makers don’t get it make a business plan for c-level

technology is not the solution

it are tools, use them as such beware of hype cycle

doesn’t redesign the system needs new interfaces

patient experience

satisfaction vs. experience measuring is ancient

patient ≠ user, fragile co-design, but keep focus

evidence-based

in god we trust, all the rest bring data

— w. edwards deming

do your own research don’t bring assumptions

scientific validation

hmm, designers?

what do you think?

Research project manager

“But Serge, we do design already, we rent artwork for in the hallway…”

Somebody from the Flemish Government

“I’m allergic for designers. The only thing they are good at, is riding on the success of others.

I despise them.”

Mayo Clinic - Physicians on Designers

design is hard to sell

avoid management try the doctor first

care professionals or patients

seducing healthcare professionals

to engage in a noble purpose to satisfy self-interest

to earn respect to embrace tradition

it can be raw

keep it professional respect & compassion

essence of being human

extreme professionalism

learn the lingo take it serious show respect

stand firm

in the meanwhile

one more thing…

design health labmeetup.com

@sjesch @monkeyshot

thank you