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Gilroy Mathew, GM, APAC, UST Global

Annie Mathew, Sr. Director, Evangelism, Microsoft

Borderless CX with Social Responsibility

in Healthcare & Automobile

Connected Cars and Connected Care…

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Agenda

• Case Study 1 - Connected Vehicles

► Predictive maintenance use case overview

► Application User interface & OBD Parameters

• Case Study 2 - Connected Health

► Telemedicine - Doctor Consultation

► Telemedicine - Device integration

• Takeaways -Revisiting BABOK v3.0 from a CX angle and CSR angle

► CSR

• Task (5.1) - Trace Requirements

• Technique (10.40) - Root Cause Analysis

► CX

• Task (3.2) - Plan Stakeholder Engagement

• Technique (10.35) - Process Modelling

► CSR & CX

• Underlying Competency (9.2) - Behavioral Characteristics

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2

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Case Study#1

Connected Vehicles

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Connected Vehicles - Predictive Maintenance

Use Case

Predictive Maintenance

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Connected Vehicles - OBD Parameters

• 192 OBD II Parameters

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Connected Vehicles - User Interface

• Map view of the path of the

truck

• Whether the truck was stopped

at the location or in motion

• Date and Time

• Speed of the truck at

designated points

• History data of the travel

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Case Study#2

Connected Health

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Telemedicine – Key Features

On Demand vital signs –

Integration with medical

devices its now possible to

obtain vital signs when

needed

Medical records at your Finger tips –

Digitalization of medical records.

Upload and access of all medical

records stored in cloud

HIS integration –

Can be easily integrated

with existing Hospital

information System

Payment Gateway

integration –

For Medicine delivery,

consultation and Ask doctor

fee payment

Ask Doctor & Review –

Post & answer Questions using ask a

doctor feature. Constant patient

feedback through reviews questions

Telemedicine –

Easy consultation from

any location using

video conferencing

SMS & emails –

Medicine and

appointment reminders,

OTPs through SMS &

emails

Instant Appointment booking -

Saves time for patients ,

Optimize the consultation turn

around time, better tracking of

the patients needs, better patient

satisfaction

Telemedicine

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Telemedicine – Doctor Consultation

• Scheduling

• Online payment

• Video consulting

• Access to medical records

• Access vital stats

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Telemedicine – Device Integration

• Integration of BOLT device

• Read blood pressure

• Read temperature

• Read pulse

• Pulse Oximeter

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Telemedicine – Ask Doctor & Digital Stethoscope

• Ask a doctor feature

• Digital Stethoscope

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Takeaways

Confidential and Proprietary. © 2017 UST Global Inc

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Takeaways - Revisiting BABOK V3.0 from a CX angle and CSR angle

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

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Task (5.1) - Trace (Social) Requirements

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

• Currently the backward traceability ends with Business Need

• Not a checkpoint, but a reminder!

• Out of Scope Vs Out of Purpose

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Technique (10.40) – Root Cause Analysis

“Cause” not always causes problems!!!

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

‘Real’ Cause Analysis (RCA)

5 WHYs “Why do you think this

problem occurs?”

Vs

“Why Are We Doing this?”

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Task (3.2) - Plan Stakeholder Engagement

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

Sponsor BA PM DEV QA USER

Functional Requirements R C1

Non functional Requirements R C1

Project Schedule A C R C C C1

Project Charter A R

Mockups R C1

Technical Architecture

Test Strategy C C R

Unit Test case R C

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Technique (10.35) – Process Modeling

What if there was a symbol for steps/activities which are customer touchpoints?

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

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Underlying Competency (9.2) – Behavioral Characteristics

CX CSR

Task Plan Stakeholder Engagement (3.2) Trace Requirements (5.1)

Technique Process Modelling (10.35) Root Cause Analysis (10.40)

Underlying Competency Behavioral Characteristics (9.2)

Ethics

Personal

Accountability

Trustworthiness

Organization & Time Mgmt

Adaptability

Empathy

Behavioral

Characteristics

Empathy

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Thank You