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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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© 2012 Kaiser Permanente / 9
“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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Case Study - KP MedRite
Case Study - KP MedRite
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✴No Interruption Sash
✴Sacred Zone
✴Standardized Process
Case Study - KP MedRite
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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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© 2012 Kaiser Permanente / 27
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
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© 2012 Kaiser Permanente / 35
This workshop
Overview
© 2012 Kaiser Permanente / 36
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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© 2012 Kaiser Permanente / 37
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
© 2012 Kaiser Permanente / 40
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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.
© 2012 Kaiser Permanente / 44
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
Non-Traditional Traditional
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
© 2012 Kaiser Permanente / 46
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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© 2012 Kaiser Permanente / 47
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!
© 2012 Kaiser Permanente / 48
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
Non-Traditional Traditional
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
© 2012 Kaiser Permanente / 50
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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© 2012 Kaiser Permanente / 51
Video
Choose one
© 2012 Kaiser Permanente / 52
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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© 2012 Kaiser Permanente / 53
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
Non-Traditional Traditional
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
© 2012 Kaiser Permanente / 56
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
© 2012 Kaiser Permanente / 58
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
Non-Traditional Traditional
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
© 2012 Kaiser Permanente / 60
Additional Resources
Understand Environment
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Imagine Possibilities
© 2012 Kaiser Permanente / 62
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.
© 2012 Kaiser Permanente / 63
WHAT IS BRAINSTORMING?
© 2012 Kaiser Permanente / 64
“The best way to have a good idea, is to have lots of ideas….”
–Linus Pauling
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© 2012 Kaiser Permanente / 65
© 2012 Kaiser Permanente / 66
“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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© 2012 Kaiser Permanente / 67
Your turn!
“How Might We”
© 2012 Kaiser Permanente / 68
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© 2012 Kaiser Permanente / 69
Defer judgment.
© 2012 Kaiser Permanente / 70
Encourage wild ideas.
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© 2012 Kaiser Permanente / 71
Build on the ideas of others.
© 2012 Kaiser Permanente / 72
Stay focused on the topic.
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© 2012 Kaiser Permanente / 73
One conversation at a time.
© 2012 Kaiser Permanente / 74
Be visual
good
better
best
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© 2012 Kaiser Permanente / 75
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!
© 2012 Kaiser Permanente / 76
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
© 2012 Kaiser Permanente / 78
WHAT IS A
PROTOTYPE?
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© 2012 Kaiser Permanente / 79
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
© 2012 Kaiser Permanente / 80
PROTOTYPE
SUPPLIES
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Enactments Rapid Mock-Ups Storyboards
© 2012 Kaiser Permanente / 82
10 dollars.
10 minutes.
DON’T OVERTHINK IT…
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© 2012 Kaiser Permanente / 83
Your turn!
10 min Storyboard
10 min Prototyping
10 min Act It Out
10 min Filming
Prototype Ideas
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© 2012 Kaiser Permanente / 85
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!