gp conference september 2011designindustry a revolution in new zealand health care general practice...
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GP ConferenceSeptember 2011 designindustry
A Revolution in New Zealand Health CareGeneral Practice Conference
September 2011
GP ConferenceSeptember 2011 designindustry
Key point: This is a re-design Key point: This is a re-design task. For that we need to delve task. For that we need to delve into exactly how design works.into exactly how design works.
GP ConferenceSeptember 2011 designindustry
Design is much more than what Design is much more than what you can hold in your hands.you can hold in your hands.
GP ConferenceSeptember 2011 designindustry
Design is…Design is…
GP ConferenceSeptember 2011 designindustry
Design is a process. Design is a process. It’s how you take a It’s how you take a need and meet it.need and meet it.
GP ConferenceSeptember 2011 designindustry
GP ConferenceSeptember 2011 designindustry
left brainlogic
detailsfactsknow
sciencerealitysafe
right brainfeel
imagineinstinctbelief
fantasyrisk
possibility
d
innovationnew product categories
sustainabilitygrowth
GP ConferenceSeptember 2011 designindustry
"Both optimists and pessimists contribute to our society. The optimist invents the airplane and the
pessimist the parachute."Gil Stern
managing tension, channelling discord
the design approach =
GP ConferenceSeptember 2011 designindustry
5 DISTINCTIVES OF THE DESIGN APPROACH
GP ConferenceSeptember 2011 designindustry
aligned dissent
organisation around a common visiondeliberate and unrelenting provocation
of alternative pathways
GP ConferenceSeptember 2011 designindustry
GP ConferenceSeptember 2011 designindustry
irreverent empathy
a deep understanding of the customer’s needs
the courage to lead the customer where they might not be ready to go
GP ConferenceSeptember 2011 designindustry
GP ConferenceSeptember 2011 designindustry
rigorous chaos
the ability to pull unstructured inspiration from thin air
a framework to apply consistency and objectivity to implementation
GP ConferenceSeptember 2011 designindustry
GP ConferenceSeptember 2011 designindustry
idealistic pragmatism
a commitment to making the world a better place
an unwavering commercial imperative
GP ConferenceSeptember 2011 designindustry
GP ConferenceSeptember 2011 designindustry
whimsical functionality
getting the job done exceptionally well, delighting and surprising the
customer
GP ConferenceSeptember 2011 designindustry
GP Conference
Purpose Value
Principles 1 - 3 Principles 4 - 10
RefinementExploration
Internal skills
External context
Idea bank
Objective criteria
Detailed analysis
GP ConferenceSeptember 2011 designindustry
So what does this all mean for So what does this all mean for health care in New Zealand?health care in New Zealand?
GP ConferenceSeptember 2011 designindustry
Five ‘core principles’ of Five ‘core principles’ of experience based design in a experience based design in a health care context (British NHS)health care context (British NHS)
GP ConferenceSeptember 2011 designindustry
A partnership between A partnership between patients, staff and carers – patients, staff and carers – Experience Design efforts are Experience Design efforts are seen as a joint activity seen as a joint activity between these three partiesbetween these three parties
GP ConferenceSeptember 2011 designindustry
An emphasis on experience rather than An emphasis on experience rather than attitude or opinion – observation is attitude or opinion – observation is critical; what do people actually critical; what do people actually experience in the setting being experience in the setting being considered?considered?
GP ConferenceSeptember 2011 designindustry
Narrative and storytelling approach to Narrative and storytelling approach to identify ‘touch points’ – how do people identify ‘touch points’ – how do people actually interact with service providers?actually interact with service providers?
GP ConferenceSeptember 2011 designindustry
An emphasis on the co-design of An emphasis on the co-design of services – those who receive services services – those who receive services are active participants in the design of are active participants in the design of those servicesthose services
GP ConferenceSeptember 2011 designindustry
Systematic evaluation of improvements Systematic evaluation of improvements and benefits – when changes are made and benefits – when changes are made do they actually deliver desired do they actually deliver desired results?results?
GP ConferenceSeptember 2011 designindustry
Case Study: Being weighed.Case Study: Being weighed.
GP ConferenceSeptember 2011 designindustry GP Conference
““The biggest untapped resources in the The biggest untapped resources in the health system are not doctors but users (of health system are not doctors but users (of the service). We need systems that allow the service). We need systems that allow people and patients to be recognised as people and patients to be recognised as producers and participants, not just producers and participants, not just receivers of systems … At the heart of the receivers of systems … At the heart of the approach users will pay a far larger role in approach users will pay a far larger role in helping to identify needs, propose solutions, helping to identify needs, propose solutions, test them out and implement them, test them out and implement them, together.”together.”
British Design CouncilBritish Design Council
GP ConferenceMay 2011 designindustry GP Conference
Are the thinking processes that Are the thinking processes that achieved success or failure achieved success or failure
retraceable?retraceable?
GP ConferenceMay 2011 designindustry GP Conference
Key implications for Primary HealthKey implications for Primary Health
•Cross discipline engagement/advancing Cross discipline engagement/advancing institutional knowledgeinstitutional knowledge•Risk management/loss of a key person/ Risk management/loss of a key person/ capturing IPcapturing IP•Making knowledge accessible/language useMaking knowledge accessible/language use•Constructing models that can be reused / Constructing models that can be reused / modified / save time and moneymodified / save time and money