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inquire ignite imagine invent inspire
design thinking2019
Design at GE HealthcareMilwaukee | Paris | Bangalore | Shanghai
50+ design professionals.
4 studio locations.
4 countries.
All design disciplines.
We have the opportunity to work on an incredible variety of healthcare products, services, experiences,
and business models…
Design at GE Healthcare
Design is responsible for the
look, feel, usability, and end-to-end experience
for every phase of the patient care
Empathy is at the heart of design. Without the understanding of what others see, feel, and experience, design is a pointless task.
Design Thinking Integrates…
Functional Innovation
Process InnovationEmotional Innovation(brands & marketing)
Experience Innovation
Design Thinking
Good Design is Good for Business
DESIGN MANAGEMENT INSTITUTE
Design-centric companiesoutperform S&P by 211%
MCKINSEY
+32% revenue
IBM & FORRESTER
+301% ROION DESIGN THINKING INVESTMENT
INVISION
4x 5x 6x 26xREVENUE COST SAVINGS TIME TO MARKET VALUATION
So, WHY Menlo and design thinking?
“People don’t buy what you do, they buy why you do it. And what you do simply proves what
you believe.” ~Simon Sinek
We believe that teams who embrace a culture centered on human values and
rooted in empathy, create amazing solutions to some of the toughest business challenges,
and serve as catalysts and models for transformational change.
Empathy from user
Focus on Point of View(POV)
Ideate on exciting solutions
Build prototypes and test with users
Share the story
Inquire Ignite Imagine Invent Inspire
Flare Focus
Stanford D-Schoolinspired
Be comfortable with ambiguity… it pays off
Behavioral Mindsets
“It is everything my Mom told me not to go near!”
* Inquire & ExperienceThrough your customer’s eyes. To walk in their shoes… first take off your own.
*
They have to sedate 80% of the children so they don’t panic and can hold still for their scan.
If we could transform the radiology experience into a positive memorable adventure… to truly change the conversation in the car ride home.
* Co-Creation Patients | Staff | Community
Radical CollaborationBruce (Disney) | 20 Customers | 7 GE Employees | Child Life Specialists | Family Advisory Board
*
Build to Learn “The person in the meeting with a prototype WINS” ~ David Kelly, IDEO
*
*
*
Outcomes:Child sedation reduced 31%Patient backlog reduced 16 days to 0Patient Satisfaction increased 92%
*
Most Importantly…
“Can we come back tomorrow?”~actual patient, age 6
RE-IMAGINING
The Workplace to Combat Stress & Burnout
An Introduction to Design Thinking
inquire*
“First I find out what the world needs. Then I go ahead and try to invent it.”~ Thomas Edison
Be bold and seek out your customer, spend time with them and learn about their needs, emotions and desires
*
Wouldn’t it be nice if…
WIBNI
Focus:Reimagining “Workplace to Combat Stress & Burnout”
*
Wouldn’t it be nice if…
WIBNI
Too Broad!• Not actionable• Doesn’t provide direction• Obvious
*
Wouldn’t it be nice if…
WIBNI
Too Specific!• Doesn’t invite multiple
solutions• Limited applicability.
*
Wouldn’t it be nice if…
Just Right!• Narrow enough to provide
direction• Invites multiple solutions
ideas• Broad applicability
WIBNI
Fireside ChatNature’s Fireplace
*
InterviewingBe humanSeek storiesTalk about feelings
START END
Chart your ExperienceUse your marker to chart the emotions of an impactful experience during the last week.
Add details. “quotes”, sketches, etc. Pay attention to the Highs & Lows of the experience.
*
EmpathyMap
*
Space saturation… Should be messy!
UnpackStories
ignite*
“There is far more opportunity than there is ability.”~ Thomas Edison
Unpack and synthesize your empathy insights to help scope a meaningful challenge.
Craft a POV“Point of view”
We met…Scared families trying not to fall apart during a hospital visit.
We were amazed to realize…They have to sedate 80% of the children so they don’t panic and can hold still for their scan.
It would change the world… If we could transform the radiology experience into a positive memorable adventure… to truly change the conversation in the car ride home.
*
User + Need… We met
Be specific and capture the essence of person you met + their need
Insight… We were amazed to realize
What surprised you the most?
Opportunity… It would change the world if
Frame up an inspired challenge for your team. Do not dictate a solution.
POV point of view *
Day 2
*
Define Point of View from insights generated from the field
Reframe
Original Design Directive
Create a cheaper and easier-to-maintain incubatorfor clinics in India…
Embrace
“Design for Affordability”
Stanford d.school
User + Need… We met… desperate Indian mother living in a remote village trying to keep her premature baby warm
Insight… We were amazed to realize… babies were dying because most rural mothers don’t have the means to bring their babies to the hospital.
Opportunity… It would change the world if… we could bring the warmth of the hospital to babies to give them a chance to survive.
POV point of view *
imagine*
“I find out what the world needs. Then I go ahead and invent it.”~ Thomas Edison
Embrace creative chaos, brainstorm, and visualize any and all possible solutions to your customer’s needs.
Co-creation with users
*
How many things can you create with 30 circles?
*Brainstorm Rules
*
One conversation at a time
Go for quantity
Encourage wild ideas
Be visual
Defer judgement
Build on & encourage the ideas of others
*
Breaking the Pattern
Dan Heath
How to Stand Out in a Crowded Marketplace
*
Selectanalogous
inspiration card
Super flare
*
Cluster top ideas
to move forward
**
three selection criteria
“most likely to succeed”
“most likely to delight”
“most breakthrough, most likely to… change the WORLD”
invent *
“To invent, all you need is a good imagination and a pile of junk”~Thomas Edison
Select the best ideas, prototype them to bring rough ideas to life. Iterate relentlessly based on customer feedback
Low fidelity
**
prototype: interacts like**
Set
PropsCast/ Players
User/ Customer
prototype: create experiences**
prototype: learn early and often, learn cheap
cost of failure vs. project time
Opportunity to fail before emotional, financial, or time investment is too high
inspire *
“I never did a day's work in my life. It was all fun.”~Thomas Edison
Develop a story to convey the value of your solution and deliver it with conviction, passion, and clarity.
StoryboardScript it out
*
Story ArcHero’s Journey
Stories are a great way to connect people with ideas, at a human level.
Telling Stories to Receive Feedback
NEVER UNDERESTIMATE THE POWER OF A STORYSimplify to the essence of the message
Create a Story
3 minutes long … keep to the essence of your solution
Day 3
Empathy from user
Focus on Point of View (POV)
Ideate on exciting solutions
Build prototype
Share the story
Inquire Ignite Imagine Invent Inspire
Flare Focus
Behavioral Mindsets
3 Keys to Human-Centered Design
Use data and empathy to uncover the real needs of customers and employees.
1
Create, test, and iterate ideas at the lowest possible fidelity
2
Empower diverse teams to align and decide together
3
BUILD PEAKS, DON’T FIX POTHOLESCreating memorable experiences
Question Design thinking is appropriate if… Linear, analytic methods may be better if…
* From the UVA Darden School of business
Is the problem human-centered?
Deep understanding of the actual people (users) is both possible and important.
There are few humans involved in the problem or the solution.
How clearly do you understand the problem?
We have a hunch about the problem and/or opportunity, but we need to explore and get agreement.
We understand the problem clearly and are sure we’re solving the right one.
What’s the level of uncertainty?
There are many unknowns (large and small) and past data is unlikely to help us.
The past is a good predictor of the future.
What’s the degree of complexity?
There are many connecting and interdependent facets of the problem; it’s hard to know where to start.
The path to solving the problem is clear and analytic methods have succeeded in solving similar problems in the past.
What data is already available to you?
There is very little relevant, existing data to analyze.
There are several, clear sources of analogous data.
What’s your level of curiosity and influence?
I’m excited to explore more and can get a group of people willing to help me.
The problem feels routine to me, and I have to follow existing processes and systems.
*
GE Healthcare &Roche DiagnosticsA C O L L A B O R A T I O N I N A C U T E C A R E M E D I C I N E
*Disclaimer: Technology in development that represents ongoing research and development efforts. These technologies are not products and may never become products. Not for sale. Not cleared or approved by the U.S. FDA or any other global regulator for commercial availability.
I N - V I V O I N - V I T R O
Data Science
I N - S I L I C O
W H Y T H I S P A R T N E R S H I P ?
89
T H E P R O B L E M
THE #1 CAUSE OFDEATH IN HOSPITALS
$18K PER PATIENT & $27B IN THE US
20-50% OF SEVERELY AFFECTED DIE
ESCALATES UNPREDICTABLY
92
T H E P R O B L E M
It’s not that patients suddenly deteriorate. It’s that caregivers suddenly notice.
93
T H E V I S I O N
We envision a digital platform – augmented Intelligence – that activates data andliberates cliniciansto reveal patient deterioration sooner.
94
T H E V I S I O N : A S U M M A R Y O F W H A T I T D O E S
An intelligent digital team member that integrates essentially unlimited
data with human intuition to amplify clinical capacity.
102
Scoping your Design Challenge
* Try to scope a challenge that falls further to the left side
*
• Building a Calvary Service From the People Up is to Build on Firm Foundations: In particular the new collocated Calvary Service in Launceston- Ed Van Galen
• Extension of Social Support within Retirement Communities- Stephanie Tyrrell, Godwin D'Amaro
• A Calvary Care Pathway- Kathryn Hetherington, Robyn• Implementation of the Power Performance Manager (PPM) Hospital Costing Solution at North
Adelaide- Carlos Mora Patino, Stacy Flanagan, Alison Jeanne• Community Models of Care- Bronwyn Johnston • Implementation of a permanent AIN Workforce- Marissa Ledlin, Petula Steele• Acute Care Nurse Liaison role- Leanne Ridsdale• Public-Private Partnership in Hospital Management- Lachlan Ophof, Toni-Ann Miller • Consumer Engagement/Education Strategy- David Stupple, Brenda Peterson, Tamara Gusa • Increase the engagement of our biggest clinical and non-clinical influencers (in terms of
second in charge of areas) and ensure we have a robust succession plan in place for each area in the process- Leah Magliano, Marcus DiMartino, Kate Ingles
• Calvary V.I.P patient or Walk in my shoes- Tanya Brooks
Project Challenges
Choose a ChallengeSelect a challenge where you can directly apply your new design thinking skills
* What to dospecific tasks to accomplish
1st Stepto move forward next week
Target Userto collaborate with
Teampartners to help
Inquire
Gain empathyby listening
Declare NEW behavioral norm:I will... __________________________________________________________________________
Name: _____________________________________
Challenge:
Ignite
Around a POV & reframe
Imagine
Yes, And… lots of ideas
Invent
Build to learn
Inspire
Craft a story
