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Innovation in Service DeliveryUsing Design Thinking to Advance 3rd Age Well-Being

Alan J. Yu, Ph.D.Programme Manager, Lien Centre for Social Innovation

Singapore Management University

Yu, Ph.D.Programme Manager, Lien Centre for Social Innovation

Singapore Management University

Welcome!About Lien Centre for Social Innovation

Research

Research is at the heart of what we do. From exploring unmet social needs in Singapore to landscape studies all across Southeast Asia, the unparalleled breadth of research provides critical insights that catalyse positive social change.

Capacity Building

Through practice-based programmes, experiential learning and social innovation grants, we strengthen the capacity of individuals and organisations to develop innovative solutions in collaboration with the public, private, and social sectors.

Research is at the heart of what we do. From exploring unmet social needs in Singapore to landscape studies Research is at the heart of what we do. From exploring unmet social needs in Singapore to landscape studies Research is at the heart of what we do. From exploring

all across Southeast Asia, the unparalleled breadth of unmet social needs in Singapore to landscape studies all across Southeast Asia, the unparalleled breadth of unmet social needs in Singapore to landscape studies

research provides critical insights that catalyse positive all across Southeast Asia, the unparalleled breadth of research provides critical insights that catalyse positive all across Southeast Asia, the unparalleled breadth of

social change. research provides critical insights that catalyse positive social change. research provides critical insights that catalyse positive

Through practicelearning and social innovation grants, we strengthen Through practicelearning and social innovation grants, we strengthen Through practice based programmes, experiential learning and social innovation grants, we strengthen

based programmes, experiential

the capacity of individuals and organisations to learning and social innovation grants, we strengthen the capacity of individuals and organisations to learning and social innovation grants, we strengthen

develop innovative solutions in collaboration with the the capacity of individuals and organisations to develop innovative solutions in collaboration with the the capacity of individuals and organisations to

public, private, and social sectors. develop innovative solutions in collaboration with the public, private, and social sectors. develop innovative solutions in collaboration with the

Design ThinkingA Framework for Innovation

Case Study #1

FREE DELIVERY

IN SG

1-YEARSTANDARDWARRANTY

GUIDED LESSON

Movinc created the world’s f irst senior-fr iendly wheelchair thatpurposely uses scooter handling for easy driving for seniors.

Features quick removable feature for caregivers to transport by caror taxi

Motorised Wheelchair by Movinc

Mobility Tool

30-DAYFULL REFUNDGUARANTEE

FREE DELIVERY

IN SG

1-YEARSTANDARDWARRANTY

GUIDED LESSON

30-DAYFULL REFUNDGUARANTEE

Case Study #2

Personalised and Holistic Care Services by Homage

Digital Platform for Home-Based Care

A solution that combines trained care professionals with smart technology to manage and provide on-demand home caregiving to seniors and adults so all can continue to live well and independently at home.

Care Assessment Personal Care Nursing Care Therapy Medical Escort

• Holistic assessment of medical conditions, physical and social environments by experienced registered nurses

• Customised Care Plan with care goals, health metrics and service recommendations!

• Medical Reminders

• Showering and Dressing

• Groceries and Cooking

• Companionship

• Exercise

• Escort and Transport

• Night Caregiving

• Check-in Visits • Light Housekeeping

• Tube/Catheter Care

• Medication Administration

• Respiratory Care

• Feeding

• Wound Care

• Stoma Care!

!

• Physiotherapy

• Speech Therapy

• Occupational Therapy

!

• Doctor’s and Hospital Appointment

• Visit to Daycare

• Important Functions

• Primary Caregiver’s Respite

!

experienced registered nurses

• Customised Care Planwith care goals, health metrics and service recommendations

• Companionship

• Exercise

• Escort and Transport

• Night Caregiving

• Check-in Visits

• Light Housekeeping

Respiratory Care

• Feeding

• Wound Care

• Stoma Care

Important Functions

• Primary Caregiver’s Respite

End-to-end Holistic CareDelivering holistic personal care to enable wellness and recovery

Care Professionals have an updated background of the care recipient’s needs before providing care

Care Assessment Reports gives the background of the care needed for the patient

Past Visit Summaries give the subsequent assigned care professionals a good idea of how care could continue

Care Owners have real time visibility to the care with the ability to provide feedback on its quality

Care Summaries give care owner visibility to the care and needs of patients for follow-ups when needed

Real-time feedback/rating system gives visibility to the quality of care provided

Past Visit Summaries give the subsequent assigned care professionals a good idea of how care could continue

Real-time feedback/rating -time feedback/rating -system gives visibility to the quality of care provided

Storytelling For ChangeThe Empathic Data of Stories Help Identify Opportunities for Change

Stories are a way for us to make meaning with the world.

A MEANING-MAKING ACTIVITY!Through stories we can relate meanings to each other through empathic experience and understand the problem/challenge.

A MEANING-SHARING ACTIVITY"

Commonly shared feelings such as fear and anxiety mobilises communities.

A COMMUNITY-BUILDING ACTIVITY#Mobilised communities collectively act

to resolve the problem/challenge of the collective story and rewrite the

collective narrative.

A CHANGEMAKING ACTIVITY$Commonly shared feelings such as fear and anxiety mobilises communities.

Mobilised communities collectively act to resolve the problem/challenge of

the collective story and rewrite the collective narrative.

Empathy Thru Stories


Micro- and Micro-Narratives in Problem Finding

MICRO-NARRATIVE

Mobility aids produced outside of S ingapore have limitat ions to theirbulkiness and cannot be transported on taxis/buses.

MACRO-NARRATIVE

Seniors with limited mobility living in S ingapore experience being trappedand isolated from the community and stay at home all day long.

MICRO-NARRATIVE

Primary caregivers experience limited time, availability, and energy tocare for senior relatives residing in their homes.

MACRO-NARRATIVE

As Singapore has dramatically developed its economy, it must nowmeet the demands of an aged society where 13.7 percent of itspopulation is 65 years or older. (In 2008, persons of 65 years or olderonly comprised 8.7 percent of the population.) Moreover, manyindividuals in the third age have limited economic opportunities, havegreater health issues and expenditures, and require affordablesolutions.

Customized Comprehensive Care Services by Homage

Conceptualising Novelty

FOUNDER ZHI CHUEN FOO ON INNOVATION

“So, we took reference from e-scooters. So, the prevalence of, surge, andpopularity of e-scooters nowadays gave us a lot of access to motorized devices,and, from there, we actually adapted some of the components that arecommonly found in e-scooters.”


Cross- Domain Transfer of Knowledge

FOUNDER GILLIAN TEE ON INNOVATION

“Most innovation comes from accidental collisions of adjacent ideas…I thinkthat’s no real magic potion or secret sauce innovation. It’s just that.”


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Innovation & Limitations

FOUNDER ZHI CHUEN FOO ONCONSTRAINTS

“There are constraints, and we candefine a space to work in…Constraintsare actually defined by otherengineering constraints or the users’needs. So, from there we structure thedevelopment of our solution. So itconstantly changes to serve and testwith users.”


Defining Your Creative Space

development of our solution. So itconstantly changes to serve and testwith users.”

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Innovation & LimitationsDefining Your Creative Space

FOUNDER GILLIAN TEE ON THE ACCIDENTAL COLLISION OF IDEAS

“Constraints. Everyday. Constraints, constraints, constraints. Time. Budget.Always. But, I think that’s a good thing for startups because it’s a discipline.You know, I can’t imagine [having a startup] with no constraints…it’s like,playing a game with no boundaries.”

Customized Comprehensive Care Services by HomageFOUNDER GILLIAN TEE ON THE ACCIDENTAL COLLISION OF IDEAS

“Constraints. Everyday. Constraints, constraints, constraints. Time. Budget.Always. But, I think that’s a good thing for startups because it’s a discipline.You know, I can’t imagine [having a startup] with no constraints…it’s like,playing a game with no boundaries.”

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Ideation In Complex SystemsIterative Learning by Isolating One Factor at a Time

FOUNDER ZHI CHUEN FOO ON IDEATION

“First, it starts off with concept, a general concept. And then, we break themdown into subsystems, and, for each subsystem, we will come up with...a fewideas, and we will rank them based on practicality…how functional is it, howgood is it, how effective is it in solving the problem. Then, how easy is it to dothat prototype. So [how] functional and [how] easy is it to do the prototype.”

EXAMPLES OF IDEATION IN SUBSYSTEMS

! Getting in and out of a scooter! Removal of motorized attachment! Disassembly of motorized attachment! Navigation and control! Safety features! Product Maintenance! Pricing


FOUNDER GILLIAN TEE ON IDEATION

“At any given time in a startup, there’s always something broken. So, the keyis…to choose which is the most broken piece and fix that but also being OKdoing something ten times.”

EXAMPLES OF IDEATION ON BROKEN PIECES

! Creating a form for caregivers to provide experience/qualifications! Providing training to prepare care givers to work with dement ia and

Alzheimer’s! Create tools that allow for accountability, vis ibility, and trust in care

delivery


Getting! Removal of motorized attachment! Disassembly of motorized attachment! Navigation and control! Safety features! Product Maintenance! Pricing

doing something ten times.”

EXAMPLES OF IDEATION ON BROKEN PIECES

! Creating a form for caregivers to provide experience/qualifications! Providing training to prepare care givers to work with dement ia and

Alzheimer’s! Create tools that allow for accountability, vis ibility, and trust in care

delivery

Mastery & Resilient Learning

FOUNDER ZHI CHUEN FOO

! In the early stages, invested in an e-scooter as a learning platform.! Experiential learning through Dismantling (analyzing) and Reconstructing

(synthesizing).! The actual process of building the scooter took 3 months with much of the time,

much of the t ime dedicated to mastery of the wiring as opposed to designingthe scooter itself.

! Eventually able to source the components and develop their own motor izedcomponents (allows for more flexibility in their design process.)

! At this t ime, looking for individuals that could help them acquir ing betterperspectives in pricing and safety/regulatory compliance.


Strong Foundational Knowledge is Key

FOUNDER GILLIAN TEE

! Having fundamental business-related knowledge in areas such as:! Unit economics! Lean Business Model! Market analysis

! Having statistical insights into health care! Household income! Health care needs and service requirements

! Invested in people who have significant experience (20+ years) and havehad the opportunity to hone their specialized expertise in various areas

! Learning and launching minimal viable product and learning fromfeedback and acting on the feedback.

! Relying on expertise and experience of others and hiring expertise butbeing able to integrate deep knowledge.


t ime, looking help acquir ingperspectives in pricing and safety/regulatory compliance.

had the opportunity to hone their specialized expertise in various areas! Learning and launching minimal viable product and learning from

feedback and acting on the feedback.! Relying on expertise and experience of others and hiring expertise but

being able to integrate deep knowledge.

Ideation & Assets

EARLY-STAGE START-UP


Recognizing and Utilising Resources

ADVANCED-STAGE START-UP


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Prototype Testing

FOUNDER ZHI CHUEN FOO ON TAKING REFERENCE

! The real challenge is not in the design but in the process of getting feedback.! Get people to test designs and concepts! Scheduled fortnightly trials at senior communities! You cannot test all concepts – Must be selective! High fidelity design is required – Looking at comfort, hands-on usage! There can be regressions and trade-offs that need to be made where you have

to prioritise the change that you want


How We Learn

FOUNDER GILLIAN TEE ON THE ACCIDENTAL COLLISION OF IDEAS

! When they launch the Care Providers App, they learned which featureswere most useful and which were not.

! Must be comfortable launching a Minimal V iable Product (MVP) with aminimum set of features and seeking feedback.

! If you are prototyping a B2B product, make sure your clients f inanciallyinvest in it because they will tell you everything that does and does notwork.


Key TakeawaysDesign Thinking in the Social Sector

! Design thinking can be applied to :! Product design! Process & Infrastructural design / reform! Empowerment / Perspective & Mindset Change! Changes in Social / Organisational Policy

! Empathy: Our ability to connect and empathise comes through stories. Stories come from quantitative and qualitative data.

! Problem definition: Problem definition exists on a personal and on a sociocultural level.

! Ideation: Ideation is being able to juxtapose and integrate knowledge.

! Ideation: Constraints define your creative space. As you refine your creative space, you want to increase your constraints.

! Ideation: Creativity requires a certain level of mastery, proficiency, expertise.

! Prototyping and Testing: We must be willing to hold risk, uncertainty, and ultimately fail in order to advance.

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