Reinventing the Healthcare Experience

Alisa Pinciotti & Dan Stanek September 6, 2012

Meet Alisa & Dan Alisa Pinciotti

Sr. Interior Design Project Manager Nationwide Children’s Hospital Columbus, Ohio

Dan Stanek

Executive Vice President Big Red Rooster Columbus, Ohio

About Nationwide Children’s Hospital

About Nationwide Children’s Hospital

About Big Red Rooster •  Multidimensional brand experience firm that creates the touchpoints,

environments, products, and services of tomorrow

•  Translates shopper insights into actionable solutions that change consumer behavior

•  Clientele include global retailers, service companies, restaurants, healthcare systems

The changing healthcare landscape •  Providers, insurers, and politicians challenge traditional healthcare processes,

models

•  Implications: New models, ways of thinking

•  Aging population, cost pressures, provider pressures

•  Informed, tech-savvy consumers

The competitive healthcare landscape

Taking a patient-centered approach •  Patients are customers

•  Consumer segments possess differing needs

•  Family-centered approach vital in pediatric/geriatric environments

Addressing pain points

Taking a patient-centered approach

Taking a patient-centered approach

Developing conscious experience design •  Experiences (positive and negative) are inevitable

•  Build positive experiences around what consumers value/want

•  Accentuate the good, eliminate the bad

Developing conscious experience design

Personalize and simplify with technology Technology:

•  Enhances speed

•  Improves communication, information delivery

•  Encourages dialogue

•  Closes knowledge gap

Personalize and simplify with technology •  Startup BeImmunized makes vaccination records digital

•  TelCare Blood Glucose Meter transmits glucose readings to private online database, granting physician access

•  MyFitnessPal app tracks calorie, fitness goals

Personalize and simplify with technology

Personalize and simplify with technology

Personalize and simplify with technology

Creating positive environments •  Environment delivers messages, cues to customers

•  Steer away from “serving the healthcare provider” mentality

Creating positive environments

Creating positive environments

Creating positive environments

Creating positive environments

Creating positive environments

Creating positive environments

Consider staff interactions •  Staff interactions serve a vital role in experience design programs

•  Interactions are an essential way of communicating care, trust

•  Tone of voice, apparel, gestures

Consider staff interactions

Healthcare as a human experience •  Healthcare is often associated with lives at stake; may cause fear, anxiety

•  We’re contributing to humanity by altering that experience

Contact Us Alisa Pinciotti Alisa.Pinciotti@nationwidechildrens.org Nationwidechildrens.org

Dan Stanek dstanek@bigredrooster.com Bigredrooster.com Slideshare.net/BigRedRooster

@nationwidekids

NationwideChildrensHospital

@BRRooster

BRRooster