Digital Health And Wellness

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Martin Charlier

A talk I gave at Digital Health Professionals network sharing our views on Service Design and Health and Wellness.

Negócios Tecnologia

| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4
We help the world’s leading businesses create
great services through the power of design
LONDON • HELSINKI • BERLIN • MADRID • NEW YORK • STOCKHOLM • PARIS • SAN FRANCISCO • ISTANBUL

| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5
We work with the world’s top brands

We help our clients in powerful transformations
PIVOT
“I SPEND MY LIFE
ON THIS APP.”
ACCELERATE
“CITIBANK'S TABLET APP
TRANSFORMS THE DIGITAL
BANKING EXPERIENCE”
DISRUPT
“YOU'VE REALLY PUSHED US TO
THINK DIFFERENT ABOUT MOBILE
PAYMENTS, AND THE DELIGHT YOU'VE
CREATED IN THIS WORK
ARE UNIQUE IN THIS CATEGORY”
iTunes App Store Review
from IsThis15Letters
— Forrester, 2012 — — Head of Product Division at Intuit —
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 10

Our engagements are unique, but we
use standard methods
Not all engagements include all phases, and methods are not fixed to
specific phases. Often methods are reinvented based on client needs
| DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 11
DISCOVER DESCRIBE DESIGN DEVELOP RELEASE

Slide 6 © Fjord 2012 | Confidential
Health and Wellness
How digital technology is transforming the Health and Wellness sector.
And how it affects digital service design.

Slide 7 © Fjord 2012 | Confidential
The digitally literate
turn into e-Patients

Slide 8 © Fjord 2012 | Confidential
Who needs doctors, anyway?

Slide 9 © Fjord 2012 | Confidential
Medical and consumer technology
merge together

Slide 10 © Fjord 2012 | Confidential
Quantification is moving from
sports to well-being

Slide 11 © Fjord 2012 | Confidential
The smartphone
turns into
a diagnostic tool
Measuring his
heart rate

Slide 12 © Fjord 2012 | Confidential
The aspiration

Slide 13 © Fjord 2012 | Confidential
The Doctor-Patient Gap
DOCTOR PATIENT

Slide 14 © Fjord 2012 | Confidential
“The patient is the most underused
resource in medicine.”
David deBronkart

Slide 15 © Fjord 2012 | Confidential
Patient generated data

Slide 16 © Fjord 2012 | Confidential
Technology + User Centred Design
• Poka-Yoke
(mistake proofing)
• Usability
• Ergonomics
• Human-Computer-
Interaction
• Communication

Slide 17 © Fjord 2012 | Confidential
This did not replace
the doctor.
Nor will this.

Slide 19 © Fjord 2012 | Confidential
What if...

Slide 20 © Fjord 2012 | Confidential
What if...

Slide 21 © Fjord 2012 | Confidential
FROM DOCTOR TO COACH
FROM PATIENT TO PLAYER

Slide 22 © Fjord 2012 | Confidential
DESIGNER-DOCTOR
COLLABORATION

Slide 23 © Fjord 2012 | Confidential
Paediatric Growth Chart

Slide 24 © Fjord 2012 | Confidential
Harvard Medical School

Slide 25 © Fjord 2012 | Confidential
The Numbers Challenge

Slide 26 © Fjord 2012 | Confidential
“Don’t confuse data
with information!”

Slide 27 © Fjord 2012 | Confidential
WISDOM
KNOWLEDGE
INFORMATION
Meaning from data
UNDERSTANDING
DATA
CONTEXT
understanding
relations
understanding
patterns
understanding
principles

Slide 28 © Fjord 2012 | Confidential
The element that
went missing

Slide 29 © Fjord 2012 | Confidential
Mechanised systems

Slide 30 © Fjord 2012 | Confidential
Don’t freak people out
Probably nothing 82%

Slide 31 © Fjord 2012 | Confidential
Adding
context
BEFORE
AFTER

Slide 32 © Fjord 2012 | Confidential
Adding
context
Test Name In Range Out of Range Reference Range Lab
CHOLESTEROL 211 125-209 mg/dL 63
BEFORE
AFTER

Slide 33 © Fjord 2012 | Confidential
Glorified pedometers

Slide 34 © Fjord 2012 | Confidential
From achieving to maintaining.

Slide 35 © Fjord 2012 | Confidential
Chart Fatigue
So What?

Slide 36 © Fjord 2012 | Confidential
Benefit VS Cost

Slide 37 © Fjord 2012 | Confidential
What if...

Slide 38 © Fjord 2012 | Confidential
The Behavioural Change
Challenge

Slide 39 © Fjord 2012 | Confidential
Learn from gaming
This is a leader board, you just don’t see
the names of the other players.

Slide 40 © Fjord 2012 | Confidential
Feedback Loop

Slide 41 © Fjord 2012 | Confidential
The power of habit

Slide 42 © Fjord 2012 | Confidential
Introducing new habits is complex
EDUCATIONENFORCEMENTENGAGEMENT

Slide 43 © Fjord 2012 | Confidential
What if...

Slide 44 © Fjord 2012 | Confidential
What if...

Slide 45 © Fjord 2012 | Confidential
What if...

Slide 46 © Fjord 2012 | Confidential
Summary
Doctor-Patient Gap
1. From doctor to coach
2. From patient to player
Numbers
1. Turn data into information
2. Beware too much automation
3. Chart Fatigue: Move beyond numbers
Behaviour Change
1. Create feedback loops
2. Build on top of habits

www.fjordnet.com@fjordnet martin.charlier@fjord.co.uk
THANKS
Martin Charlier
@marcharlier
Martin.Charlier@fjord.co.uk

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2. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 4 We help the world’s leading businesses create great services through the power of design LONDON • HELSINKI • BERLIN • MADRID • NEW YORK • STOCKHOLM • PARIS • SAN FRANCISCO • ISTANBUL

3. | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 5 We work with the world’s top brands

4. We help our clients in powerful transformations PIVOT “I SPEND MY LIFE ON THIS APP.” ACCELERATE “CITIBANK'S TABLET APP TRANSFORMS THE DIGITAL BANKING EXPERIENCE” DISRUPT “YOU'VE REALLY PUSHED US TO THINK DIFFERENT ABOUT MOBILE PAYMENTS, AND THE DELIGHT YOU'VE CREATED IN THIS WORK ARE UNIQUE IN THIS CATEGORY” iTunes App Store Review from IsThis15Letters — Forrester, 2012 — — Head of Product Division at Intuit — | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 10

5. Our engagements are unique, but we use standard methods Not all engagements include all phases, and methods are not fixed to specific phases. Often methods are reinvented based on client needs | DESIGN AND INNOVATION FROM ACCENTURE INTERACTIVE | © FJORD 2013. CONFIDENTIAL Page 11 DISCOVER DESCRIBE DESIGN DEVELOP RELEASE

6. Slide 6 © Fjord 2012 | Confidential Health and Wellness How digital technology is transforming the Health and Wellness sector. And how it affects digital service design.

16. Slide 16 © Fjord 2012 | Confidential Technology + User Centred Design • Poka-Yoke (mistake proofing) • Usability • Ergonomics • Human-Computer- Interaction • Communication

27. Slide 27 © Fjord 2012 | Confidential WISDOM KNOWLEDGE INFORMATION Meaning from data UNDERSTANDING DATA CONTEXT understanding relations understanding patterns understanding principles

32. Slide 32 © Fjord 2012 | Confidential Adding context Test Name In Range Out of Range Reference Range Lab CHOLESTEROL 211 125-209 mg/dL 63 BEFORE AFTER

39. Slide 39 © Fjord 2012 | Confidential Learn from gaming This is a leader board, you just don’t see the names of the other players.

46. Slide 46 © Fjord 2012 | Confidential Summary Doctor-Patient Gap 1. From doctor to coach 2. From patient to player Numbers 1. Turn data into information 2. Beware too much automation 3. Chart Fatigue: Move beyond numbers Behaviour Change 1. Create feedback loops 2. Build on top of habits

47. www.fjordnet.com@fjordnet martin.charlier@fjord.co.uk THANKS Martin Charlier @marcharlier Martin.Charlier@fjord.co.uk

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