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Talk I gave at the MX Conference 2012 (http://mxconference.com) hosted by Adaptive Path. Keynote presentation can be seen at: http://public.iwork.com/document/?d=4StrategiesDesignMgmt_MX2012.key&a=p211407350 Similar presentation was given at the Service Design Network (SDN) Conference 2011 in San Francisco (http://service-design-network.org/conference2011/).
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FOUR META-STRATEGIESFOR DESIGN & MANAGEMENT
KIPUM LEEMX CONFERENCE 2012SAN FRANCISCO, CAMARCH 5, 2012
U. EXPERIENCE STRATEGY MANAGEMENT
DESIGN MANAGEMENT
DESIGN MANAGEMENT
DESIGNMANAGEMENT
Strategies of STRATEGY
“THE FUTURE OF THE LIBERAL ARTS”
BY RICHARD MCKEON
DIMENSION A STRATEGY DIMENSION A’
ISSUE
VALUESStrategy of
INTERPRETATION FACTS
VALUESStrategy of
INTERPRETATION FACTS
VALUESFACTS
Select data that have the capacity to shape
and reshape how organizations and
people view products
DESIGN
VALUESStrategy of
INTERPRETATION FACTS
VALUESFACTS
Select data that have the capacity to shape
and reshape how organizations and
people view products
DESIGN
©2008 Kipum Lee, personal collection
VALUESStrategy of
INTERPRETATION FACTS
Cultivate environments that invite multiplicity of interpretations and not an unambiguous interpretation of data
VALUESFACTS
Select data that have the capacity to shape
and reshape how organizations and
people view products
MANAGEMENTDESIGN
INNOVATIONStrategy of
INVENTION TRADITION
INNOVATIONStrategy of
INVENTION TRADITION
Rethink ux design concepts, methods,
principles (e.g. experience mapping,
use cases, etc)
INNOVATIONTRADITION
DESIGN
Rethink ux design concepts, methods,
principles (e.g. experience mapping,
use cases, etc)
INNOVATIONStrategy of
INVENTION TRADITION
INNOVATIONTRADITION
DESIGN
ARCHITECTURE: COFFEE VENDING MACHINECURRENT USER / INTERACTION PROCESS
IMPROVEMENTS
INSTRUCTIONS & MENU
The layout of the instructions is separate from the menu, such that the user has to take time to read and understand how exact-ly to use the machine, and then consider what options are avail-able.
If each step of the instructions is laid out in sequence of ordering with the corresponding menu buttons below, the user is guided through the process of beverage selection in a swift and flowing manner.
PAYMENT OPTIONS
The only form of payment accepted is cash and coins.
The option of electronic payment would take effect in several ways: Less time searching for change. No need for exact change. No forgetting to take change. More convenience when having to handle multiple items while reaching down to take change and coffee cup.
DISPENSER DOOR & LOCATION
The filled cup of beverage is dispensed at a location that is awkard for most users. It requires the user to have to bend down and open a hatch, which can be inconvenient if already carrying other items. Visibility of the cup is also limited, so grasping the hot cup can be hazardous & may lead to spillage.
By moving the dispenser location up higher and to the right, in alignment with the payment location, it would allow for more convenience & ultimately less spillage. Also, if the door was on hinges so it could stay open, this would allow the user to conve-niently do everything with only one hand, if necessary.
LID LOCATION
Lids are located in an area several feet away from the machine, so most users are not even aware of the availability, or have to spend time searching for them.
Storing the lids either on or closer to the machine would make users aware of the presence of the lids, and also reduce time spent searching for them while holding a hot cup of coffee.
PHYSICALEVIDENCE
Break Room
Break Room
Change Slot
Cup of Coffee Lids
Arrive
decision point
Machine Selection
decision point Drink
Selection
decision point
Complement Selection
decision point Size
Selection
Read Machine Instructions Insert Money
Credits Money Illuminate Drink Options
Illuminate Complement
Options
Illuminate Size Options
Dispense Change
Illuminate Door
Brewing &DispensingBeverage
DispenseChange
SupplyMachine(Cups)
CollectMoney
SupplyMachine(Coffee)
SupplyMachine
(Complements)
SupplyMachine(Coins)
Stock Lids
Dispense Beverage
Press Button Press Button Press Button WaitGet Change (if applicable) Find Lid
Get Beverage1.Bend down2.Lift Door3.Get cup
Vending Machines
Coffee Vending Machine
CoinSlot Drink Menu Complement Menu Size Menu
CUSTOMER ACTIONS
LINE OF INTERACTION
ONSTAGE MACHINE INTERACTION
LINE OF VISIBILITY
BACKSTAGE MACHINE PROCESS
LINE OF MACHINE INTERACTION
SUPPORT PROCESSES
GEORGE
PHYSICALEVIDENCE
Break Room
Break Room
Cup of Coffee Lids
Arrive
decision point
Machine Selection
ReadInstruction 1.Insert Money
ReadInstruction 2.Select Drink
ReadInstruction 3.
Select Complement
ReadInstruction 4.
Select Size
Credits Money Illuminate Drink Options
Illuminate Complement
Options
Illuminate Size Options
Illuminate Door
Brewing &DispensingBeverage
SupplyMachine(Cups)
CollectMoney
SupplyMachine(Coffee)
SupplyMachine
(Complements)Stock Lids
Dispense Beverage
Wait Get LidGet Beverage1.Open Door2.Get cup
Vending Machines
Coffee Vending Machine
Drink Menu
ComplementMenu
SizeMenu
CUSTOMER ACTIONS
LINE OF INTERACTION
ONSTAGE MACHINE INTERACTION
LINE OF VISIBILITY
BACKSTAGE MACHINE PROCESS
LINE OF MACHINE INTERACTION
SUPPORT PROCESSES
Kandy Hricik Harini KasturiDesign in ManagementAssignment 5: Service Blueprinting
Sep. 22, 2011©2011 Kandy Hricik(Case), Harini Katsuri (CIA), students
Strategy of INVENTION
Inform from experience which ideas have possibility to see the light of day and support accordingly; preserve enduring products
MANAGEMENTRethink ux design
concepts, methods, principles (e.g.
experience mapping, use cases, etc)
DESIGN
INNOVATION TRADITION
INNOVATIONTRADITION
PARTICULARSStrategy of
CONNECTION UNIVERSALS
PARTICULARSStrategy of
CONNECTION UNIVERSALS
UNIVERSALS PARTICULARS
Design with an awareness of patterns; pick a problem worth
solving/resolving; begin with universal problems
DESIGN
PARTICULARSStrategy of
CONNECTION UNIVERSALS
UNIVERSALS PARTICULARS
Design with an awareness of patterns; pick a problem worth
solving/resolving; begin with universal problems
DESIGN
line of visibility
PatientActions
Caregiver Actions
BackstageCaregiver
Actions
Physician may bring in residents/interns into the room and discuss patient’s condition in front of interns. Other caregivers are assessing various data.
Patient is on medication and is waiting to hear information from physician on next steps.Patient’s assessment: how they feel v. how they usually at home.
Many times, patient will be told that going home will not be possible; in some cases, the option is to go to a rehab facility/long-term care (LTC) or skilled nursing facility (SNF).
Patients will have to make a decision with family about what to do; at this point, patients may choose which nursing home or rehab center to stay.
Patients/family and the nursing staff will plan the logistics of where the patient will be heading and may even arrange transportation details.
Patient is given instructions regarding medications, a recap of the treatment or procedure, and extensive information for reference once patient is gone.
Patient has been given the approval to leave and must manage to gather belongings and concern about billing and payment.
Patient is in the care of a family doctor or other caregivers at another location.Patient (and family) may be adjusting to another lifestyle.
Discussing d/c with patients and giving wishy-washy, varying estimates of when patient may be discharged.
Chief/attending teaches how to assess patient
Optimizing physical parameters
Asking patient and family what is meaningful to them
Patient consults with caregivers to decide where to transition
Intern/attending tells patient she/he is to be discharged soon
Patient & family presented with instructional info
Back and forth with rehab/nursing facilities
Once patient/family has selected a place, caregiver can take care of logistics
Dance between biomed & functional assessment
“Will patient be able to function
at home?”
Family may be directly involved in
finding a facility
Patient can access MyChart
(EMR)
Filtering and doing background
paperwork
D/c orders used to prep at rehab/nursing facility
Based on patient’s insurance and condition, caregivers will have gathered some possible locations to where patients can transition. The other option is going home.
Resident/intern and sometimes the attending will let the patient know that he/she is ready to leave. More accurate estimate of discharge time presented.
Usually the nurse provides d/c summary notes along with other information, such as medication instructions, to patient at this point.
Outpatient medical team may take over at this point. May reinforce medication or may provide instruction(s) contrary to what patient heard at Clinic.
Providing options Discharging Educating Continuing careExplaining/estimatingTeaching & assessing
Intern discussing d/c with case management or d/c planner.
Researching and contacting possible rehab or nursing facilities for patient to go to.
Researching
Case managers communicating with potential rehab or nursing facilities and determining feasibility and
Communicating
Physician is trying to optimize biomedical condition. May not have continuity of care (same doctor as before). “Technicians” and not “holistic healers” may see their work done at this point.
Assessing: biomedical
Nurses usually in charge of this. For worst cases, need a social worker or d/c planner.
Assessing: functional
Intern starts d/c summary (personalized narrative for what happened during patient’s stay).
Sent to attending for approval.
Summarizing d/c orders
Attending or intern at this point does not really know what has happened with patient. They have most likely moved on to other patients or may be in the middle of providing treatment/surgery.
Moving along
Caregivers should transmit information about patient to outpatient medical team.
Transmitting patient info
Possible home-care nurses or home teams may visit homes.
Visiting Nurse Association (VNA), independent organization may visit.
Arranging follow-up
Intern (or physician) is finalizing d/c orders. This is needed for nurses to do their job of instructing the patient. Rehab/nursing facilities need to have this to prepare in advance.
Finalizing d/c orders
Case managers will coordinate with rehab or nursing facility if patient requires a transition to another venue. This is
Coordinating
Choosing Planning Learning Leaving TransitioningAcceptingRecovering
Blueprint of discharge
©2011 Kipum Lee, personal collection
Strategy of CONNECTION
Design with an awareness of patterns; pick a problem worth
solving/resolving; begin with universal problems
Respect the method of going from particulars to universals; it is important to get your hands dirty
MANAGEMENTDESIGN
PARTICULARS UNIVERSALS
UNIVERSALS PARTICULARS
Strategy of SYSTEMATIZATIONWHOLES PARTS
Strategy of SYSTEMATIZATIONWHOLES PARTS
PARTS WHOLES
Move from product to the principle of the
organization (e.g. product to “innovation,”
product to “care,” etc)
DESIGN
Strategy of SYSTEMATIZATIONWHOLES PARTS
PARTS WHOLES
Move from product to the principle of the
organization (e.g. product to “innovation,”
product to “care,” etc)
DESIGN
Humanistic care
InventionDiscovery
Mechanistic care
University Hospitals - Ohio (Research & Innovation Center)
Duke University - Medical & Business School(Center for Entrepreneurship & Innovation)
Reagan UCLA
(Center for Health Quality & Innovation)
Mount Sinai Hospital
University of Michigan Health System(Medical Innovation Center)
New York - Presbyterian
Hospital of the University of Pennsylvania
Barnes - Jewish/Washington University
University of Washington Medical Center
Johns Hopkins Hospital(Center for Innovation in Quality Patient Care)
Mayo Clinic (SPARC)
Kaiser Permanente (Garfield Center)University of Pittsburgh Medical Center(Center for Quality Improvement & Innovation)
Massachusetts General Hospital(Stoeckle Center for Primary Care Innovation)
Arizona State University
(Herberger Institute)
Service innovationQuality & safety innovation
Technological/
device innovation
Biomedical
research innovation
Cleveland Clinic
Kinds of healthcare innovation
©2011 Kipum Lee, personal collection
Strategy of SYSTEMATIZATIONWHOLES PARTS
PARTS WHOLES
Move from product to the principle of the
organization (e.g. product to “innovation,”
product to “care,” etc)
DESIGN
Dignity blanket
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��6RPH�GRFWRUV�SURYLGH�SUHIHUHQWLDO� treatment to people they know when they think patients and families are not looking
INSIGHTS FROM RESEARCHTHEMES
Recovering
Teaching & Assessing
Accepting
Explaining & Estimating
Choosing
ProvidingOptions
Transitioning
ContinuingCare
Planning
Discharging
Learning
Educating
Leaving
INTRODUCTION PROBLEM HYPOTHESIS & RESEARCH PRODUCT CONCLUSION
©2011 Kipum Lee, personal collection
Strategy of SYSTEMATIZATION
Move from principle (e.g. brand “pillars”) to expression of the whole in lived experiences in an organization
Move from product to the principle of the
organization (e.g. product to “innovation,”
product to “care,” etc)
MANAGEMENTDESIGN
WHOLES PARTS
PARTS WHOLES
SYSTEMATIZATIONWHOLES PARTS
PARTICULARS CONNECTION UNIVERSALS
VALUES INTERPRETATION FACTS
INNOVATION INVENTION TRADITION
THANKS!
http://placesofdesign.com
http://kipworks.com
twitter: @kipum