Keynote:InnovationinHealthcarePractice

SrikantDatar

• Understand innovation

• Develop learnable innovation skills

• Build innovative teams

Building Innovating Organizations

What Is Innovation?A product, process, or model that is novel and useful.

Innovation | How it Relates to Operations

Source: Synecticsworld, LLC.

Innovation | How it Relates to Operations

rules * routines * rational TQM * procedures decision-making

curiosity * speculatingconnection-making

developmental thinkingexperimenting

Source: Synecticsworld, LLC.

Typical Problem-Solving Approach

A Different Approach

A Human Centered Innovation Process

Four Phases

Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.

1. Human-Centered Design Approach

Source: HCD Toolkit 2ed.

PremiseDesigns that build out from the needs of users and patients – explicit and implicit, articulated and observed –are more effective and more widely embraced than those developed in other ways.

Human-Centered Design

Empathy & Understanding

Identifying PAIN POINTS

A pain point is a moment when a user or patient experiences frustration, difficulty, or uncertainty when using a product, service, etc. Pain points indicate unmet user needs.

Pain points can be explicit, so a user could articulate them in an interview. These are typically functional needs that are not being met. They can also be latent –unrecognized by the user – in which case a researcher would discover them through deep observation and/or a probing interview. These are typically social, emotional, or psychological needs to do with feelings.

Human-Centered Design and Pain Points:Caring for Stroke Patients at Karolinska Hospital in Stockholm, SwedenPatient collapsesPartner calls 911EMTs arriveStabilize patient in ambulanceDrive to hospitalER receives patientTeam does CT scan to diagnosePrescribes neurothrombectomyWheel patient to ORPerform surgeryPatient goes to recovery

What are the pain points and unmet patient needs?

Human-Centered Design and Pain Points:Caring for Stroke Patients at Karolinska Hospitalin Stockholm, Sweden

Patient collapsesPartner calls 911EMTs arriveStabilize patient in ambulanceDrive to hospitalER receives patientTeam does CT scan to diagnosePrescribes neurothrombectomyWheel patient to ORPerform surgeryPatient goes to recovery

Patient collapsesPartner uses app to assess strokeAlerts 911 to strokeEMTs arriveStabilize patient in ambulanceCollect data on strokeForward data to neurologist at hospitalCreates a virtual recordAlert stroke team that patient is arrivingReceive patient directly in neuroimaging suite Team does CT scan to diagnosePrescribes neurothrombectomyPerform surgeryPatient goes to recovery

Activities What is happening? Primary, secondary, peripheral activities?

Environments Where are things happening? Are there multiplekinds of environments within one larger place? What are the characteristics?

Interactions Who is doing what with whom? Do interactions seem planned or spur of the moment? Are people interacting with other people? With things? With environments?

Objects What objects are present and/or involved in activities and interactions described? What seems most/least important? What is puzzling?

Users Who are the users? Do they vary in characteristics?

TRYAssume a beginner’s mindset. Check assumptions.

Warm up. Develop rapport before asking detailed questions.

Experience. “Do as the Romans do.”

“Observe” with all five senses.

Be open. Let the interviewee tell stories.

Use props to experience a situation or action more realistically.

Document the looking. Be patient.

“Five whys.” Probe by asking why.

Address both broad context and narrow details.

Source: IDEO, 2012.

A graphic tool used to organize detailed information about an individual’s steps through a process.

It is a useful learning device that can be applied to any context.

Source: HCD Toolkit 2ed.

Journey Map | Guide

STRUCTUREJourney Maps

Pain Points

WHATAEIOU

HOWLook-Ask-Try

To Identify & Explore…

Observations and Insights

2. Problem Framing

Problem Framing at Jaipur Limb:Fitting Prosthetics

Jaipur Limb is a not-for-profit hospital in India that fits prosthetic limbs for free on patients who have lost a part of their leg. It wants to serve very poor patients.

What is the problem that Jaipur Limb is solving?

Fit a prosthetic limb to restore mobility.

An approach to phrasing problem statements that invites broad exploration

• How might we accentuate the positives

• How might we minimize the negatives

Technique | How Might We…

Source: d. school, 2013.

Problem Framing at Jaipur Limb:Fitting Prosthetics

Jaipur Limb reframes the problem not just as restoring mobilitybut as restoring dignity.

This results in many innovations, from how patients are looked after when they arrive at the hospital (meals, admit without appointment 24 hours a day) to how they can be helped to earn a livelihood after they are fitted with prosthetics (tea stall kits, skill development).

Benefits of “How Might We” Statement Starters

• Challenges your assumptions• Helps you see different perspectives• Provides a direction for problem-solving• Invites divergent thinking

3. Ways to Ideate

Tools for “Breaking Fixedness”Systematic Inventive Thinking

Approach 1

A cognitive bias that limits a person to using an

object only in the way it is traditionally used.

SIT | Functional Fixedness

Source: SIT, 2012.

Examples of Task Unification

The assignment of new tasks to an existing resource.

Tool | Task Unification

Source: SIT, 2012.

o Assign customers who are waiting (an external resource) the task of checking out (stores) or checking in (airlines) rather than having employees (internal) do these tasks

o Eco-power faucet uses water flowing through faucet as a turbine to recharge its battery used for its infrared sensor

o Assign to the ambulance tasks done in the ERo Assign to pharmacy stores tasks done in doctors’ offices or hospitalso Assign to a pacifier the task of also being a thermometer for a babyo Assign to people in the community tasks that reduce the need for

patients to come to the hospital

Examples of Task Unification

Examples of Task Unification

Person with a car Taxi driver

Person with a spare room Occasional inn keeper

Uber

Airbnb

Existing SituationManipulation(thinking tools)

Virtual product

Identify benefits, advantages, markets

Identify challenges

IDEA

Adaptations

FUN

CTI

ON

FOR

M

Marketing filter

Feasibility filter

SIT | Function Follows Form

Source: SIT, 2012.

The tendency to think of an object or process as a whole, with a defined structure that cannot be modified, divided, or rearranged.

SIT | Structural Fixedness

Source: SIT, 2012.

Division in the DVD Industry

Source: SIT, 2012.

By dividing a product, process, or business model into its component parts, you see the collection in a new light. This process allows you to reconfigure parts in unanticipated ways.

Physical, functional, preserving division.

Tool | Division

Source: SIT, 2012.

Division and StrategySuppose you wanted to come up with a new strategy to compete in the pharmacy business and generate new opportunities.

What might you do?

oPut all pills to be taken each day and time in a separate pack and deliver straight to people’s homes; then people don’t need to remember if they have taken pills on time and every day

oThis is an example of division

Source: IDEO, 2014.

PillPack

PillPack

o Pill Pack would appeal to: People who travel, kids’ caregivers, tech-savvy baby boomers

o Caregivers might be the target decision-maker for their parents or kids

o Patients will feel more confident that they are taking the right medications at the right time

Source: IDEO, 2014.

4. Prototyping

Prototyping Google Glass

Prototyping

A prototype is a model for facilitating learning.

Prototypes help to test critical questions and explore assumptions. The goal is to learn about a specific concept or sub-parts of a concept as quickly as possible and at low cost.

41© Srikant M. Datar.

How to Prototype

• Identify critical assumptions in your concept around desirability, feasibility, or viability• Clarify what you would like to learn about the assumption• Design a cheap and fast experiment that will help you learn

Source: LUMA Institute, 2012.

ConceptDevelopment

GoogleGlassPrototyping

Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.

®

GoogleGlassPrototyping

Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.

GoogleGlassPrototyping

Source: Rapid prototyping Google Glass. Tom Chi, TED-ed, 2013.

Explore Evolve Validate

# O

F ID

EAS

Quality of PrototypeLOW HIGH

Source: IDEO, 2013.

5. Innovation Teams

The FourSight Model

Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.

Preference for Assertiveness

ASK STATE

ASK

STATE

Likestoexplore DecisiveEvaluatesrisks TakesrisksFlexible,patient Bold, fast-pacedEngagesothers ExpressesopinionsSpeculative Directive

Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.

Preference for Thinking

DIVERGE CONVERGE

CONVERGEDIVERGE

Prefersgeneratingoptions Prefers evaluating&selectingoptions

Preference forexperimenting Prefersdecision-makingFavors unusualideas Favorscritical thinkingEnjoys exploration&synthesis Enjoysanalysis

Sources: Professors G. Puccio and J. Cabra, International Center for Studies in Creativity, Buffalo State College; © Foursight LLC.

AS

KS

TATE

DIVERGE CONVERGE

Prefers generating optionsPreference for experimentingFavors unusual ideasEnjoys exploration & synthesis

Prefers evaluating & selecting options

Prefers decision-makingFavors critical thinking

Enjoys analysis

Decisive Expresses opinionsTakes risks DirectiveBold, fast-paced

Likes to explore Engages othersEvaluates risks SpeculativeFlexible, patient

ASK

STATE

DIVERGE CONVERGE

CLARIFY

IDEATE IMPLEMENT

DEVELOP

Four Phases

Teams and Innovation

Why are teams important for innovation?

o Need people from all four quadrants for performance and success throughout the process

o People from these quadrants need to understand, appreciate, and respect each other

Thank You