Design your way to Innovation Better Services Skill Buildingapp.ihi.org/FacultyDocuments/Events/Event-2354/Presentation-8871/... · These slides are slightly different ... Ideo Innovation

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Innovation Skill Building

Design your way to Better Services Are you ready for this?

(Yes. These slides are

slightly different than those

you downloaded.)

© 2012 Kaiser Permanente / 2

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$50.6B operating revenue

9.1 million members (patients)

174,000 employees

16,000 physicians

600+ medical offices

38 hospitals

•

Mike

Brand Strategy

Christi

RN, Hosp Admin

Melissa

Interaction

Design

Chris

Process, IT Mary

Industrial Design

Laura

Design Research

Nicole

Office Mgmt

Scott

Service, Clinic

Admin

Katherine

Architecture

Dana

Design Research

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Introducing: Chris McCarthy

Ko Awatea- ‘Dawning of the first light’

Sits within the Middlemore Hospital

Complex and Counties Manukau Health

System in Auckland

Comprises –

•Workforce and Leadership Capability

•Quality Improvement and Innovation

•Research, Knowledge and Information Management

•Joint Venture Partnership with The University of Auckland, Manukau Institute of Technology and Auckland University of Technology

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Introducing: Lynne Maher

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Life in health services sometimes it feels like

this…

"Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it.” A A Milne

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“Insanity: doing the same thing over & over again and expecting different results.”

- Albert Einstein

Design- A creative method of problem solving.

It helps individuals and teams to break away

from traditional mindsets and think in a fresh,

creative way about developing solutions for

better health and social care.

How can Design help?

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How do Design methods help?

Design methodology focuses on really understanding

the problem

It provides very useful tools and approaches for

example;

Ethnography/including observation, deep conversations,

listening, enquiring, videoing, mapping, idea generation,

simulation, prototyping, testing, reviewing, implementing

@LynneMaher1

Pink and fluffy?

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Focused and effective………..

Identify the challenge- including baseline data

Review insights and synthesize learning

Generate new ideas and develop concepts

Prototype/ Simulate and refine

Define measures

Test and design implementation

Review

There are many slightly different versions of this type of

structure which have been adapted to suit a local context

Ideo Innovation Process

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Jeffrey Baumgartner

Artist and

innovator

Mayo Clinic Design Process

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Understand Look for patterns Ideate Prototype Get feedback Pilot & measure

Kaiser Innovation Consultancy

Innovation is typically the result of a structured process…

Of course it is really more like this...

@LynneMaher1

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What is the problem with giving meds in the hospital?

“Nothing, we work hard and get it done.”

Case Study - KP MedRite

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✴No Interruption Sash

✴Sacred Zone

✴Standardized Process


1 2 23

1 4 3

Nurses love it.

Doctors understand it.

Patients appreciate it.

Family members are relieved by it.

Joint Commission says “Good Practice”

Harvard Business Review, Wall Street Journal, New York Times... Yep!

Pilot hospitals are reporting 30 – 60% reduction in medication errors.

105% ROI in first two years.

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What is the problem with meds at home?

Working with very high intensity users

20,000 days

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Readmission- Agnes and Two Blue Pills

20,000 days

“When developing new products,

processes or even businesses most

companies are not sufficiently

rigorous in defining the problems they are attempting to solve”

Spradlin (2012) Harvard Business Review

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“If I had an hour to save

the world, I would

spend 59 minutes

defining the problem

and one minute finding

solutions”

Albert Einstein

© NHS Institute for Innovation and Improvement 2009

1. Don’t listen very much to our users and we do the

designing

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

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

designing

(Professor Paul Bate 2007)

3 Ways we often work

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Learning from Designers

The components of good design

Berkun, 2004 adapted by Bate

Performance Engineering The aesthetics of

experience

How well it does the

job /is fit for the

purpose

How safe, well

engineered and reliable

it is

How the whole

interaction with the

product/service ‘feels’/is

experienced

Functionality Safety Usability

+ +

Insights from patients and carers and

staff help to design services that

better meets the needs of people

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We need to start with ourselves

“Creative thinking involves breaking out of established patterns

(valleys) in order to look at things in a different way.” Edward de Bono

The best innovators aren’t lone geniuses.

They’re people who can take an idea that’s obvious

in one context and apply it in not-so-obvious ways to

a different context. Harvard Business Review

http://www.aboutmcdonalds.com/mcd/newsroom/image_and_video_library/logos/Arche_Im_lovin_it_lockup/arches_im_lovin_it_lockup_R.html

http://www.dreamstime.com/royalty-free-stock-photography-industrial-processes-tower-night-image8308747

http://www.123rf.com/photo_20288782_oxfors-street-shopping-time-london-sep-20-view-of-oxford-street-on-september-20-2011-in-london.html

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This workshop

Overview


Draw your experience

Interview

Fly on the wall

What you will learn today:

Writing “How Might

We” Questions

Brainstorming

Storyboarding

Rapid Prototyping

Video Enactment

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What this is NOT….

A complete soup to nuts training on

how to be a designer, ethnographer,

or facilitator

What this is….

An initial introduction to design

thinking concepts and techniques

An opportunity to try out some

practical tools

This workshop…

Understand the Environment

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© 2012 Kaiser Permanente, Innovation Consultancy © 2012 Kaiser Permanent / 39


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Out-of-Context

In-Context

Non-Traditional Traditional

Secondary

Research

Trend

Analysis

Cultural

Probes

Grand

Tour

Interviewing

Video-

graphy

“Fly on

the Wall”

Storytelling

Sessions

Draw Your

Experience

Sacrificial

Concepts

Immersion

Fresh

Eyes

Analogous

Observations

Empathize to discover.

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Look for human factors.


Today’s Challenge

You are an executive in a major

airline. You’ve been hearing more

and more from the newspapers, TV

and your own customer surveys that

both business travelers and families

are frustrated with the experience of

flying with children.

The Problem Statement (for today)

You, the airline executive, pose the

following challenge to your team:

Let’s improve the experience of

flying with children within one year.

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Out-of-Context

In-Context


Secondary

Research

Trend

Analysis

Cultural

Probes

Grand

Tour

Interviewing

“Fly on

the Wall”

Storytelling

Sessions

Draw Your

Experience

Sacrificial

Concepts

Immersion

Fresh

Eyes

Video

storytellin

g

Analogous

Observations


Ask participants to visualize an

experience through drawings

and diagrams. Then, dedicate

time to debriefing the drawing

with the participant.

WHAT IS DRAW YOUR EXPERIENCE?

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Your turn!

Think for a moment about your worst/best plane

trip. What images pop in your mind? What

colors come to mind?

Grab a piece a paper draw and draw!


Your turn!

Pair up, and debrief each other about the

drawings. Dig Deep!

What do the symbols mean? Why those colors?

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Out-of-Context

In-Context


Secondary

Research

Trend

Analysis

Cultural

Probes

Grand

Tour

Interviewing

“Fly on

the Wall”

Storytelling

Sessions

Draw Your

Experience

Sacrificial

Concepts

Immersion

Fresh

Eyes

Video

storytellin

g

Analogous

Observations

Question types


Peer Comparison

“Do other clinicians handle situations

this way, or differently?”

Projection

“What do you think would happen if…”

Native Language

“Why do you call this room ‘the war room’?”

Clarification

“…and when you say ‘the principals will

eat you alive,’ what do you mean exactly?”

Naïve Outsider Perspective

“I’m not a nurse, tell me about this

medication thing”.

Quantity

“How many of your colleagues fall

into that category?”

Changes Over Time

“How are things different than they

were a year ago?”

Sequence

“Walk me through a typical day…”

Specific Examples —

“Let's take yesterday for example,

which meetings did you attend?”

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Video

Choose one


Peer Comparison

“Do other clinicians handle situations

this way, or differently?”

Projection

“What do you think would happen if…”

Native Language

“Why do you call this room ‘the war room’?”

Clarification

“…and when you say ‘the principals will

eat you alive,’ what do you mean exactly?”

Naïve Outsider Perspective

“I’m not a nurse, tell me about this

medication thing”.

Quantity

“How many of your colleagues fall

into that category?”

Changes Over Time

“How are things different than they

were a year ago?”

Sequence

“Walk me through a typical day…”

Specific Examples —

“Let's take yesterday for example,

which meetings did you attend?”

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Your turn!

Pick a new partner. Using your assigned

question type, interview your partner

about their drawing.

Switch after 3 minutes.

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Out-of-Context

In-Context


Secondary

Research

Trend

Analysis

Cultural

Probes Analogous

Observations

Grand

Tour

Interviewing

“Fly on

the Wall”

Storytelling

Sessions

Draw Your

Experience

Sacrificial

Concepts

Immersion

Fresh

Eyes

Video

storytellin

g

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© 2012 Kaiser Permanente, Innovation Consultancy © 2012 Kaiser Permanente / 55

Video


Your turn!

Each table will view the video from a different lens.

Table 1: Observe Space

Table 2: Observe Tools

Table 3: Observe People

Table 4: Observe the conversation

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© 2012 Kaiser Permanente, Innovation Consultancy © 2012 Kaiser Permanente / 57

Video


Your turn!

What’d ya see?

Table 1: Space

Table 2: Tools

Table 3: People

Table 4: Conversation

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Out-of-Context

In-Context


Secondary

Research

Trend

Analysis

Cultural

Probes

Grand

Tour

Interviewing

“Fly on

the Wall”

Storytelling

Sessions

Draw Your

Experience

Sacrificial

Concepts

Immersion

Fresh

Eyes

Video

storytellin

g

Analogous

Observations


Additional Resources

Understand Environment

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Imagine Possibilities


Tigers and Bears!

Purpose: Getting people to come up with lots of ideas!

1. Pair up

2. One person choose tigers, one person choose bears.

3. Tigers go first- you have 1 minute to think of all the

reasons Tigers are great.. “Tigers are great because…”

4. Your partner will tally all of the ideas you have. Go for

quantity!

5. Repeat, with Bears

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Brainstorming is a group

creativity technique

designed to generate a

large number of ideas for

the solution of a problem.


WHAT IS BRAINSTORMING?


“The best way to have a good idea, is to have lots of ideas….”

–Linus Pauling

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“The best innovators aren’t lone geniuses. They’re people who can take an idea that’s

obvious in one context and apply it in not-so-obvious ways to a different context.”

Harvard Business Review

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Your turn!

“How Might We”


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Defer judgment.


Encourage wild ideas.

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Build on the ideas of others.


Stay focused on the topic.

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One conversation at a time.


Be visual

good

better

best

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Your turn!

Designate a facilitator. Brainstorm the

question, “How might we enable

toddlers and adults to enjoy long

flights together?”

Start with a silent brainstorm, then as a

group brainstorm.

Remember the rules!


Your turn!

Cluster your ideas. Select 2-3 criteria to

help participants focus their attention.

e.g.: Can do quickly, will achieve the

greatest impact in safety, will engage

most staff……

Set your voting rules. How many voting

dots (it equals the number of ideas

divided by 3). Can you top load?

Vote!

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Prototype Ideas


WHAT IS A

PROTOTYPE?

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WE PROTOTYPE TO…

To get early

feedback

To communicate

a vision To inspire

Fail safely, quickly,

and inexpensively

To allow concepts

to be experienced

To collaborate

around


PROTOTYPE

SUPPLIES

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Enactments Rapid Mock-Ups Storyboards


10 dollars.

10 minutes.

DON’T OVERTHINK IT…

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Your turn!

10 min Storyboard

10 min Prototyping

10 min Act It Out

10 min Filming

Prototype Ideas

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KP’s Innovation Consultancy

Twitter: @KPInnovation

Web: http://www.kpinnovation.org/

Chris McCarthy

Twitter: @McCarthyChris

Blog: http://mccarthychris.com/

Ko Awatea

Twitter: @KoAwatea

Web: http://koawatea.co.nz/

Lynne Maher

Tiwtter: @LynneMaher1

Keep in touch!

http://mccarthychris.com/



http://koawatea.co.nz/

http://koawatea.co.nz/