GP Conference September 2011designindustry A Revolution in New Zealand Health Care General Practice...

GP ConferenceSeptember 2011 designindustry

A Revolution in New Zealand Health CareGeneral Practice Conference

September 2011


Key point: This is a re-design Key point: This is a re-design task. For that we need to delve task. For that we need to delve into exactly how design works.into exactly how design works.


Design is much more than what Design is much more than what you can hold in your hands.you can hold in your hands.


Design is…Design is…


Design is a process. Design is a process. It’s how you take a It’s how you take a need and meet it.need and meet it.


left brainlogic

detailsfactsknow

sciencerealitysafe

right brainfeel

imagineinstinctbelief

fantasyrisk

possibility

d

innovationnew product categories

sustainabilitygrowth


"Both optimists and pessimists contribute to our society. The optimist invents the airplane and the

pessimist the parachute."Gil Stern

managing tension, channelling discord

the design approach =


5 DISTINCTIVES OF THE DESIGN APPROACH


aligned dissent

organisation around a common visiondeliberate and unrelenting provocation

of alternative pathways


irreverent empathy

a deep understanding of the customer’s needs

the courage to lead the customer where they might not be ready to go


rigorous chaos

the ability to pull unstructured inspiration from thin air

a framework to apply consistency and objectivity to implementation


idealistic pragmatism

a commitment to making the world a better place

an unwavering commercial imperative


whimsical functionality

getting the job done exceptionally well, delighting and surprising the

customer

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Purpose Value

Principles 1 - 3 Principles 4 - 10

RefinementExploration

Internal skills

External context

Idea bank

Objective criteria

Detailed analysis


So what does this all mean for So what does this all mean for health care in New Zealand?health care in New Zealand?


Five ‘core principles’ of Five ‘core principles’ of experience based design in a experience based design in a health care context (British NHS)health care context (British NHS)


A partnership between A partnership between patients, staff and carers – patients, staff and carers – Experience Design efforts are Experience Design efforts are seen as a joint activity seen as a joint activity between these three partiesbetween these three parties


An emphasis on experience rather than An emphasis on experience rather than attitude or opinion – observation is attitude or opinion – observation is critical; what do people actually critical; what do people actually experience in the setting being experience in the setting being considered?considered?


Narrative and storytelling approach to Narrative and storytelling approach to identify ‘touch points’ – how do people identify ‘touch points’ – how do people actually interact with service providers?actually interact with service providers?


An emphasis on the co-design of An emphasis on the co-design of services – those who receive services services – those who receive services are active participants in the design of are active participants in the design of those servicesthose services


Systematic evaluation of improvements Systematic evaluation of improvements and benefits – when changes are made and benefits – when changes are made do they actually deliver desired do they actually deliver desired results?results?


Case Study: Being weighed.Case Study: Being weighed.

GP ConferenceSeptember 2011 designindustry GP Conference

““The biggest untapped resources in the The biggest untapped resources in the health system are not doctors but users (of health system are not doctors but users (of the service). We need systems that allow the service). We need systems that allow people and patients to be recognised as people and patients to be recognised as producers and participants, not just producers and participants, not just receivers of systems … At the heart of the receivers of systems … At the heart of the approach users will pay a far larger role in approach users will pay a far larger role in helping to identify needs, propose solutions, helping to identify needs, propose solutions, test them out and implement them, test them out and implement them, together.”together.”

British Design CouncilBritish Design Council

GP ConferenceMay 2011 designindustry GP Conference

Are the thinking processes that Are the thinking processes that achieved success or failure achieved success or failure

retraceable?retraceable?

GP ConferenceMay 2011 designindustry GP Conference

Key implications for Primary HealthKey implications for Primary Health

•Cross discipline engagement/advancing Cross discipline engagement/advancing institutional knowledgeinstitutional knowledge•Risk management/loss of a key person/ Risk management/loss of a key person/ capturing IPcapturing IP•Making knowledge accessible/language useMaking knowledge accessible/language use•Constructing models that can be reused / Constructing models that can be reused / modified / save time and moneymodified / save time and money

GP ConferenceMay 2011 designindustry

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03-963-9585

GP Conference September 2011designindustry A Revolution in New Zealand Health Care General Practice...

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