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DIGITAL TRANSFORMATION
WHERE HEALTHCARE PLAYERS ARE
MISSING OPPORTUNITIES
@james_downes james_downes James Downes
JAMES DOWNES
STRATEGY DIRECTOR @ PANCENTRIC
โ€œDigital transformation is the profound and accelerating
transformation of business activities, processes,
competencies and models to fully leverage the changes
and opportunities of digital technologies and their impact
across society in a strategic and prioritized way, with
present and future shifts in mind.โ€
I-scoop
WHAT IS DIGITAL TRANSFORMATION
DIGITAL TRANSFORMATION
Put customer needs first
Think about the holistic customer/patient journey
Engage on their terms not yours
Focus on outcomes
DIGITAL TRANSFORMATION
Digital maturity goes from:
No-one ever goes backwards!
IGNORE BOLT ON EXPERIMENT EMBRACE TRANSFORM
WHERE IS HEALTHCARE
Public
sector
Pharma Insurance Banking Media/
Entertainment
Telecom Retail Travel/
Hospitality
Digital
leaders
22
27
31 32
36 37 42
49
70-80
Global average: 33
McKinsey & Company
Digital maturity varies significantly by sector.
Distribution of Digital Quotient score by industry (global), points, out of 100
CASE STUDY
FALLING BEHIND
Google are running ML on health data
Health Insurers are driving wearable tech
Flatiron Health are changing oncology
CASE STUDY
WHAT DOES TRANSFORM
LOOK LIKE?
The AA
Diverse business
60+ Mobile apps
Single feature app
Surfacing Internal Capabilities
WHY ITโ€™S HARD FOR HEALTHCARE
You make big, long term bets, that is your culture.
You are solving some of the biggest questions around
You are heavily regulated
You are the โ€œexpertsโ€ in your field
CASE STUDY
WHY ITโ€™S HARD FOR
HEALTHCARE
Health 1.0 - The Golden Age
Health 2.0 โ€“ Industrialised Medicine
Health 3.0 โ€“ Up Close and Personal
WHERE ARE THE OPPORTUNITIES
Engage with your patients where
they want to engage
Solve their problems, not yours
You tell me
1
2
3
SERVICE DESIGN THINKING APPROACH
โ€œUsing the tools
designers have to solve
complex problemsโ€
โ€œDesigning services to meet
the needs of customers
rather than the needs of
the service providerโ€
DESIGN THINKING SERVICE DESIGN
+
PHYSIYOU
CASE STUDY
Physiyou
This led to two questions, will consumers use
this, and will physiotherapists sign up their
practice
Built a prototype MVP to answer these
questions.
Growth hacked it and drove real customers to it
โ€œAs a fitness enthusiast I sometimes
need physiotherapy, but I am not sure
where to find a physiotherapistโ€
STARTED WITH A REAL CUSTOMER NEED
This led to two questions, will
consumers use this, and will
physiotherapists sign up their practice
CASE STUDY Built a prototype MVP to answer these questions.
Growth hacked it and drove real customers to it
โ€ข Real numbers to base a business
case on
โ€ข Proved both customer need and
Physiotherapist appetite
โ€ข Now market leading and ready for
the next steps
โ€ข โ€ฆand lots of positive health
outcomes!
@pancentric Pancentric Digital
THANK YOU
Pancentric people
Phone
0207 099 6370
THANK YOU
Email
imagine@pancentric.com
Twitter
@pancentric

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Digital transformation where healthcare players are missing opportunities

  • 1. DIGITAL TRANSFORMATION WHERE HEALTHCARE PLAYERS ARE MISSING OPPORTUNITIES
  • 2. @james_downes james_downes James Downes JAMES DOWNES STRATEGY DIRECTOR @ PANCENTRIC
  • 3. โ€œDigital transformation is the profound and accelerating transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way, with present and future shifts in mind.โ€ I-scoop WHAT IS DIGITAL TRANSFORMATION
  • 4. DIGITAL TRANSFORMATION Put customer needs first Think about the holistic customer/patient journey Engage on their terms not yours Focus on outcomes
  • 5. DIGITAL TRANSFORMATION Digital maturity goes from: No-one ever goes backwards! IGNORE BOLT ON EXPERIMENT EMBRACE TRANSFORM
  • 6. WHERE IS HEALTHCARE Public sector Pharma Insurance Banking Media/ Entertainment Telecom Retail Travel/ Hospitality Digital leaders 22 27 31 32 36 37 42 49 70-80 Global average: 33 McKinsey & Company Digital maturity varies significantly by sector. Distribution of Digital Quotient score by industry (global), points, out of 100
  • 7. CASE STUDY FALLING BEHIND Google are running ML on health data Health Insurers are driving wearable tech Flatiron Health are changing oncology
  • 8. CASE STUDY WHAT DOES TRANSFORM LOOK LIKE? The AA Diverse business 60+ Mobile apps Single feature app Surfacing Internal Capabilities
  • 9. WHY ITโ€™S HARD FOR HEALTHCARE You make big, long term bets, that is your culture. You are solving some of the biggest questions around You are heavily regulated You are the โ€œexpertsโ€ in your field
  • 10. CASE STUDY WHY ITโ€™S HARD FOR HEALTHCARE Health 1.0 - The Golden Age Health 2.0 โ€“ Industrialised Medicine Health 3.0 โ€“ Up Close and Personal
  • 11. WHERE ARE THE OPPORTUNITIES Engage with your patients where they want to engage Solve their problems, not yours You tell me 1 2 3
  • 12. SERVICE DESIGN THINKING APPROACH โ€œUsing the tools designers have to solve complex problemsโ€ โ€œDesigning services to meet the needs of customers rather than the needs of the service providerโ€ DESIGN THINKING SERVICE DESIGN +
  • 13.
  • 15. Physiyou This led to two questions, will consumers use this, and will physiotherapists sign up their practice Built a prototype MVP to answer these questions. Growth hacked it and drove real customers to it โ€œAs a fitness enthusiast I sometimes need physiotherapy, but I am not sure where to find a physiotherapistโ€ STARTED WITH A REAL CUSTOMER NEED
  • 16. This led to two questions, will consumers use this, and will physiotherapists sign up their practice
  • 17. CASE STUDY Built a prototype MVP to answer these questions. Growth hacked it and drove real customers to it
  • 18. โ€ข Real numbers to base a business case on โ€ข Proved both customer need and Physiotherapist appetite โ€ข Now market leading and ready for the next steps โ€ข โ€ฆand lots of positive health outcomes!
  • 19. @pancentric Pancentric Digital THANK YOU Pancentric people
  • 20. Phone 0207 099 6370 THANK YOU Email imagine@pancentric.com Twitter @pancentric