Consumerisation of IT
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The document discusses the consumerisation of IT and how seeing things through the eyes of consumers creates opportunities for innovation and improvement in health. It notes that consumers are now in the driving seat and want access, choice, convenience, control, and peace of mind. Technology enables more participation and listening. Disruption provides opportunities if organizations are agile. Gaining insights from data can help understand what's working and create continuous process improvements. Shifting activities to patients and carers can create efficiencies. A bad interface can significantly increase costs, so organizations should make consumer needs a priority through discovery processes like observing and listening.
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Consumerisation of IT
- 1. Consumerisation of IT How seeing things through the eyes of the consumer creates opportunities for innovation and improvement in Health
- 2. is the reorientation of product and service designs to focus on (and market to) the end user as an individual consumer, in contrast with an earlier era of only organization-oriented offerings. Wikipedia Consumerisation
- 3. 3 Technology is becoming invisible, it’s just the way we get stuff done
- 7. 7
- 11. Wanna come over watch Netflix & chill?
- 12. Why should you care? The shift…. Consumers in the driving seat
- 13. What do Consumers want? Insert user needs rainbow
- 14. Access Choice Convenience Control Peace of mind Results / outcome
- 15. Access
- 17. Convenience
- 18. Control
- 19. Choice
- 20. Result / Outcome
- 21. Choice DRAFT - NOT LIVE
- 23. People have always been talking…. Technology just enables more to listen in..
- 24. Disruption is in the post….
- 26. Opportunity awaits: “We have to recognise that the disruption that we see driven by technology, the volatility in change is our friend if we are agile and smart enough to take advantage of it.” Prime Minister Malcolm Turnbull , Sept 2015
- 27. Gain insights IOT Big Data Close the feedback loop Understand whats working Create process of continuous improvements
- 28. Shift activities to the patient and Carer: Onboarding Check in Post op monitoring Quality assurance
- 32. What about the Costs? How much is a bad interface costing you? Average Annual Salary $55,0000 35% loading $19,250 Total Annual costs $74,250 Average hours per week 35.6 Average hours per year 1,602 Data from Australian Nursing and Midwifery Accreditation Council (ANMAC) Cost per hour $46.35 Task Time spent completing task Day Year Week Time spent during course of the day (4 x task) Time spent during course of the week Time spent during course of the year 6min 13sec 24min 52sec 2hrs 4min 93hrs 15min Current Time taken 2min 10sec 8min 40sec 43min 20 sec 32hrs 30 mins Proposed interface Time saved Potential saving per user $1,506.30 Potential annual organisation saving (n=850) $1,280,372.19
- 33. HOW?
- 34. Make it a priority Be open to change Start a discovery process: Observe Listen Analyse 34
- 35. Say Hello hello@flaxworks.com.au 1300 FLAXWORKS Rachel de Sain CEO & Founder
Editor's Notes
- We all wear many hats, parent, friend, employee, manager. some of us me included are currently or have been patients, and hey lets be realistic will eventually be at some stage. But something we all are today is most definitely a consumer. So while you be might be attending this conference as a CIO, health practitioner, entrepreneur or some other work based title, I want you to remember the last big purchasing decision, you made - how you made that decision, what it felt like, i want to explore health through the eyes of a consumer.
- Consumerisation - this word, apart from being a bit of a mouthful, points to an exciting time in IT, as access, affordability and usage hit critical mass, creating real opportunity to do things differently.
- these days its not send me an electronic mail, or use mobile banking to pay your bills, its simply i’ll message you, or “tap” I’ve paid it. The platform we choose to use to achieve that task is no longer important, and increasingly we’re using technology as our default platform to achieve those tasks. I remember many years ago when I was working on an eHealth project, we said we’ll know we’ve succeeded when its just health.
- So thinking back to some of those purchasing decisions, we’re seeing a real trend towards Consumer control as innovation shifts more from the business to the consumer space, we’re seeing disruption across many industries.
- Accommodation? how many of you have used air bnb? I just spent last week working with a new client in New York and stayed in a fabulous little one bedroom in Brooklyn right next to the subway, 25minutes into the office door to door, saving me $250 US a night, and I got to pretend I lived in New York - brilliant!
- I choose where to go for dinner on Friday night reading ratings from tripadvisor,
- highlighting the increasing power of the crowd in influencing decisions,
- I used uber to get me to the airport, no need to worry about payment or tips, all built in to the app.
- Increasingly I saw most purchases in store using pay wave on mobile, with a number of retailers offering loyalty programs and monthly subscription services, gaining access to user data to gain insights into consumer behaviour and drive new revenue opportunities. By the way this here is Semble - a brilliant product from New Zealand - yes if you’ve been wondering thats where I”m from - happy to talk Rugby this evening with any wallabies supporters.
- And TV, our viewing experience is changing too. Back in 2003 I was the director of Mobile at MTV and we created the first made for mobile TV channel, and started to pave the way for omnichannel viewing and shared screen experiences as you watched the MTV awards on your screen while having a feed of texts with fans on your laptop, and an IM chat with your friends on your phone. Netflix now not only streams content from others, its entered the production space and brilliant shows like house of cards, orange is the new black are making it possible to do things differently, and importantly have a market and make significant revenue.
- I’m looking to see how many of you are smirking….. any tinder users in the audience today? For those not familiar - Netflix and chill has become a code I guess you’d say for what going to the drive in was for my mothers generation.
- And I guess thats whats its really all about - this shift, consumerism in the driving seat, being able to access the information when and where they need in a contextual way that enables them to make an informed choice about who, what and where they want to spend their money.
- At Flaxworks, we collaborate with our clients to help them understand the challenges they face and importantly to develop opportunities that not only meet the users needs but deliver measurable results. This is our success rainbow, and I think this is really what all of us want out of our digital experiences.
- So lets break those needs down a little more and talk about the opportunities specifically in health.
- Access, the PCEHR has brought to life the vision people have had, for a long time to enable patients access to their information, and that data to flow freely through the system. I think we can all agree there’s been some teething problems and the customer journey for both the patient and the GP - yes I’d call the GP a customer of the service, its got to be actionable, engaging and easy to use for them too - in fact i”d almost go to say they’re your primary target market. We also see health information and services becoming more readily available. do you remember the movie Lorenzo’s oil? going to a library pouring over academic papers and books. And while falling down the rabbit hole of Dr google can lead you to think a headache is a brain tumour. there are excellent sites like mindhealthconnect, better health channel, healthdirect and others that provide clinically based information in simple easy to use ways, that are contextual and importantly digestable for the user.
- We want to be part of the conversation, even if it means just listening, we want a seat at the table with our care team, and I really believe thats a massive opportunity for hospitals, particularly as we start to see private health insurers follow the US and look to stop covering readmissions for certain conditions within a certain time period. And we’re also increasingly participating in patient forums and online communities to not only share our stories, but ask questions - like this ADHD Australia forum asking people to recommend a decent child psychologist in the campbelltown liverpool area.
- And lets face it, life’s pretty busy - amusing given how technology was supposed to make our lives easier its seems we’ve just filled that spare time with other things! Health engine makes it really simple to find and book a same day appointment. med advisor gets me my scripts. and follow up from the comfort of my own home via a video call through something like GP2U And if services like Sherpaa in New York are anything to go by, new models of care with monthly subscriptions and group access to health services when i want them will become increasingly popular.
- And like uber, air bnb and many retailers too, who’ve developed disruptive models to monetise this core human need - its about Control. Particularly for chronic disease patients like those with diabetes. Patients, even those coming in for surgery want to feel in control of their journey - and again i think there’s a lot of opportunity in this space.
- And like our friends at tinder definitely know we want choice, directories like the National health services directory provide one click access to hospitals and specialists near you.
- Which brings us to our last need - a good outcome. Because, really nobody wants to have to manage their health, i just want to be healthy - it can sometimes feel like having a new unwanted part time job when your sick, particularly when its a chronic condition. We want results, and when we do - we want to go to the best, And while sadly most of the ratings services have found it tough to get traction here , and to be fair the AMA raise legitimate concerns, but i don't believe their views should warrant killing off the idea. I believe its only a matter of time till we see this happen more openly in Australia Again, look at this as an opportunity to gain insights to support you to make better decision, you cant improve what you cant measure right?
- We did a piece of work for a particular state, sadly changes in government and various political forces meant it never got off the ground, I wont share which one and I’ve covered up anything that might give it away, they wanted to link the hospital performance data and integrate it with the NHSD - brilliant I thought a real value for the consumer in being able to see that data in the context of their journey - I need to find a hospital to have my knee replacement i use the directory and I can see the performance metrics and compare with others in the area. I can see a few people looking worried…
- Some people feel that given the differences between the health system in the US thats not a good example to reference - so I’ll use the NHS, they have done this, and had great success - this is a mock up draft of the next release, which i think is a really great interface design - very consumer friendly - this would get a big A+ on our success rainbow. If we go to the live NHS Choices site which looking at last weeks stats got 8.38million unique unique visitors. We will see that the ratings are not only providing valuable insights, they are also a way to engage with the community as we see from the responses.
- We used to call it the water cooler effect when I worked in television, here in Australia we call it the BBQ chat, people have always been talking, technology just enables more to take part in the conversation. Last month we did a discovery piece for a group of really awesome specialists up in Brisbane who have a fantastic idea they wanted us to come and help them turn it into a concept to be able to start developing an MVP - thats minimal viable product for the non start up geeks in the audience. We observed and interviewed patients and a number of them said reviews online were a major part of the reason they selected that practice to perform the surgery.
- Disruption is in the post…
- the market is shifting….
- We are at a really exciting time, with a prime minister that is open to new ways to disrupt and innovate… opportunity awaits those who are willing.
- Opportunities to Gain insights, using big data captured from simple, cheap devices like wearables - for logistics, tracking, workflow improvements monitor resources, with their permission of course, through their mobiles as they move through the hospital - what can you learn about the challenges they face and what the organisation can do to improve things for them? You can easily enable simple ways to get feedback from patients, specialists your stakeholders and close that feedback loop, understand whats working and use these tools to create a platform for continuous improvement.
- And like we’ve seen particularly in banking and travel - what opportunities can be created by shifting activities to the patient or carer.
- Patient check in, post op monitoring - we talked about the shift with insurers no longer paying for preventable readmissions - what opportunities exist there?
- Can we use the patients own device while they are in hospital? can we provide them with tools, daily subscriptions via their own device? if its good enough for Virgin, why cant it be a revenue opportunity for hospitals? who wants the hassle of managing and maintaining patient televisions when they can use their own device and alongside there favourite tv show you can offer health information and maybe even gamify rehabilitation exercises they can play with their friends and family ? get grandpa to start walking around the ward after his operation, by giving him points to use when playing the grankids over the ipad.
- And dont forget, like i said at the start of this presentation - we are all consumers. I’ve spoken about this at a number of conferences here and overseas - improving the user experience for your staff, generates real opportunities, cost savings in Training, workflow management - and yes there are legacy software challenges, it can be difficult to get vendors to change, or to allow new models of integration - but that world is shifting too as integration options to plug in dashboards and overlays starts to happen and those who refuse to allow this will in my opinion become the Kodak joke of tomorrow.
- if we can save 4minutes off a task for a nurse, that could potentially create over $1million in efficiency savings - think of the possibilities!
- Ok… hopefully i’ve got a few of you excited, interested.. perhaps just a little curious? how do you get started?
- Make it a priority, be open to change. At Flaxworks,we say Lead with design, deliver the numbers - meaning start by understanding your users, their needs etc, but always always deliver the numbers, show the value and the measurable improvements. Start a discovery process, make it part of your strategic plan for next year to take the first step and lets start making good things happen!
- thank you for your time, i’m not sure if there is time for questions, if not please feel free to contact the team and I, we;d be happy to start a conversation.