Presentation done as part of Singapore Design Week Festival 2017 Summary: How does design thinking change mindsets and culture so that a nation like Singapore can continue to innovate and lead the transformation for a better future? Harnessing the power of design thinking to build a ‘Smart Nation’ for Singapore, this workshop aims to give audiences the opportunity to realize the potential this methodology has. A user-centered way of solving problems, design thinking involves collaboration across user segments, through strategies like customer journey mapping, design research and rapid prototyping. While design is often used to describe an end-product, in reality if applied properly, can be used to address problems or issues across a variety of field including social issues.

1. DESIGN THINKING
Healthcare for Cancer
Innovation tool for
Smart Nation

2. Objectives
1. Application of design thinking as an innovation tool
2. The design team healthcare project

3. Introduction

4. Palo
French origin est. 2009
Technology & Agile as DNA
Singapore est. 2012
Design & Strategy

5. THE DESIGN &
STRATEGY TEAM
Research
Agency
Consulting
Banking
Education
Branding
Industrial
Design
Military
Game

6. In 2016 (SG alone)
30+ innovation
projects
Bot
Amazon
Alexa
Smart
Kiosk
Process
Automation
Blockchain
Auction
Platform
Rebuild

7. Background

8. OUR TEAM’S PURPOSE
Harnessing & challenging
the collective genius to
create meaningful impact

9. A TEAM CHALLENGE
Break away from doing
things related to fintech,
insurance, banking

10. WE OWE & LOVE SINGAPORE
Our roots are here

11. A HAPPY ACCIDENT
We didn't know that
Singapore has a
Smart Nation initiative
- and never planned
for this
A Smart Nation is one where
people are empowered by
technology to lead meaningful
& fulfilled lives. [...] We seek to
improve living, create economic
opportunity and build a closer
community
“

12. Why Cancer Healthcare

13. #1
Singapore has an ageing
population
Challenges are expected
to increase especially in
the area of healthcare

14. #2
Cancer as the focus.
Widest range of patients:
young to old, and still
(unfortunately) top
ailment affecting
Singapore
Src: Principal Causes of Death - Singapore Ministry of Health

15. Our Approach

16. Palo’s Approach to Innovation
DoThink
Finding
Opportunity(s)
Executing
Opportunity(s)

17. Palo’s Approach to Innovation
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & Agile

18. Palo’s Approach to Innovation
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & Agile

19. Palo’s Approach to Innovation
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & AgileToday’s focus

20. Our Journey

21. Our journey
Dec Jan Feb Mar - Apr May >
● Late Dec’16 Project
initiated
● Engaged NUS
Researcher
● Over 4 weeks Field
Research:
Planning, Executing
and Analysis
● Research findings
● Ideation workshop
● Develop prototype
and test
● Launch MVP
Team:
11 people
(1 on maternity leave)

22. Establishing project goal
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & Agile
Why?
What are we trying to
frame. Broad area of
healthcare

23. DEFINITION OF HEALTH
“Health is a state of complete physical,
mental and social well-being, not
merely the absence of disease or
infirmity”
- World Health Organization

24. Continuum of Health
Src: http://sha4re.com/care-continuum/

25. Roles & Challenges
Patients Caregivers Care providers
● Co-morbidities: Health knowledge: What
causes chronic diseases, treatments etc
● Adherence: Importance of taking
medications
● Social supports: Lack of transport to
appointments, need for social support,
● how to navigate links to volunteer
organizations etc
● Paperwork: Many forms to fill for subsidies,
difficult for patients to keep track of what’s
available and what they need
● Continuity of care: Doctor shopping, going
for follow ups, going for physio/rehab, taking
medications
● Mental well-being: Burnout, isolation, stress,
worry, fear
● Social supports: Lack of transport to
appointments, need for social support, how
to navigate links to volunteer organizations
etc
● Health education: steep learning curve, role
as patient advocate
● Financial supports: Cost of caring for
patient, may have to leave workforce, how
to re-enter?
● Paperwork: Many forms to fill for subsidies,
difficult to keep track of what’s available and
what they need
● Education: Keeping updated and aware of
advances, best practices etc
● Patient education: Ensuring correct use of
antibiotics, teaching patients about their
diagnoses, highlighting importance of
adherence
● Technology support
Src: V. Haledane - Saw Swee Hock School of Public Health NUS

26. Roles & Challenges
Patients Caregivers Care providers
● Co-morbidities: Health knowledge: What
causes chronic diseases, treatments etc
● Adherence: Importance of taking
medications
● Social supports: Lack of transport to
appointments, need for social support,
● how to navigate links to volunteer
organizations etc
● Paperwork: Many forms to fill for subsidies,
difficult for patients to keep track of what’s
available and what they need
● Continuity of care: Doctor shopping, going
for follow ups, going for physio/rehab, taking
medications
● Mental well-being: Burnout, isolation, stress,
worry, fear
● Social supports: Lack of transport to
appointments, need for social support, how
to navigate links to volunteer organizations
etc
● Health education: steep learning curve, role
as patient advocate
● Financial supports: Cost of caring for
patient, may have to leave workforce, how
to re-enter?
● Paperwork: Many forms to fill for subsidies,
difficult to keep track of what’s available and
what they need
● Education: Keeping updated and aware of
advances, best practices etc
● Patient education: Ensuring correct use of
antibiotics, teaching patients about their
diagnoses, highlighting importance of
adherence
● Technology support
Src: V. Haledane - Saw Swee Hock School of Public Health NUS

27. Caregivers – the forgotten
• Scheduling for appointments, transportation
• Monitoring patient’s health
• Lose control of own life to care for patient
• Low-level depression
• Can’t fail

28. Understand the customer - first hand
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & Agile
Who?
Who and what are the
needs of the people

29. Research Approach
Caregivers:
• Challenges during care giving
• Tools to manage their role
Patients:
• Understand frustrations
and their journey
Care providers:
• Understand the current
process, challenges,
tools and resources,...
At the end of this, I should be able to _____________

30. Persona
Focuses on people above other factors
Deepens your empathy for others
Summarizes your research findings
Challenges your preconceptions

31. Challenges mean Opportunities
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & Agile
Define the opportunity
space

32. Map the journey
• Visual summary the current state of a
cancer patient’s journey and
interaction with caregivers and
providers
• Deepens empathy for others
• Identify critical touch points
• Informs subsequent design activities

33. Problem statements
Helps see different perspectives
Provides a direction for problem solving
Invites divergent thinking
How might we _____________ so that _____________

34. Making it real
DoThink
Finding Opportunity(s):
Design Thinking
Executing Opportunity(s)
Lean Startup & AgileImagine the solution

35. The story of Elaine
& Her Father

36. Elaine’s father has been
having persistent abdominal
discomfort for a few months
The specialist informs them
that her father is diagnosed
with Stage 2 colorectal
cancer
Her father puts on a strong
front but in reality, feels
desperate. The family does
not know how to help him

37. Elaine is confused with the
many resources having
different views on treatments
and dietary requirements
Using her notepad, she
updates the oncologist on
her dad’s condition, dietary,
moods and other things such
as stool color
The nurse is often swamped
by many questions from the
patients and caregivers

38. Her father’s condition is not
improving and he feels like
he is being treated like a
guinea pig
The chemotherapy makes
her father moody and the
side effects cause him to
stay away from society

39. Meanwhile Elaine is juggling
both her career and taking
care of her father
Miscommunication often
happens within the family,
due to gaps in knowledge
transfer of the treatment
instructions

40. HOW MIGHT WE
–
provide the best in care cancer resources &
tools to improve the functioning & well-being
of the communities affected by cancer.

41. Elaine opens the CanServe
app
CAN
SERVE
She finds her father’s
medical records, uploaded by
the provider
She has access to relevant
and reliable information

42. Connect to a community of
people with similar journeys
CAN
SERVE
Her family has access to her
father’s drug prescription,
taking burden off her as the
sole caregiver
CanServe reminds all family
members on the next
treatment schedule
CAN
SERVE
Next treatment: May 18th

43. Elaine and her father are
able to record and access
their notes easily
CanServe has a Chat
system which allows Elaine
to clarify uncertainties easily
DAILY
LOGS

44. Concept poster
• Promotes a vision of the future
• Helps you build a business case
• Provides a roadmap for moving forward

45. Concept: We Care
A take home service where patients and caregivers sync with
providers off-site
Support Chat
Doctor’s Orders
Diary
Integrated record database

46. Concept: CanServe
Information sharing platform that focuses on alleviating
anxiety and stress that plague caregivers
Appointment scheduling made accessible
Community
Prescription manager
Curated resources
Chat

47. Principle

48. Basic Guiding Principles
Meeting needs
of the people
Executable
through
technology
Makes
business
sense

49. Feature priority
Impact
Difficulty
Strategic
Hi valueJust do it
Luxury
(nice to have)

50. Feature priority
Impact
Difficulty
Feature x
Feature x
Feature xFeature x
Feature x
Feature x
Feature x
Feature x

51. Feature priority
Impact
Difficulty
Feature x
Feature x
Feature xFeature x
Feature x
Feature x
Feature x
Feature x

52. Next Step

53. So far
- SME engagement
- Research: planning,
recruiting, executing,
analysis
- Sharing result
- Ideation workshop
days
165
11 pax

54. So far
SGD
200,000(approx)
days
165
11 pax

55. What’s next
Connect us with wider audience: people
and organizations who want to make an
meaningful impact & create a positive
change in Singapore

56. In summary
• Application of design thinking
• Getting cancer healthcare initiative off the ground

57. Thank you