design thinking as innovation tool for smart nation: cancer healthcare

DESIGN THINKING

Healthcare for Cancer

Innovation tool for Smart Nation

Objectives

1.  Application of design thinking as an innovation tool

2.  The design team healthcare project

Introduction

Palo

French origin est. 2009

Technology & Agile as DNA

Singapore est. 2012

Design & Strategy

THE DESIGN & STRATEGY TEAM

Research

Agency

Consulting

Banking

Education

Branding

Industrial Design

Military

Game

In 2016 (SG alone)

30+ innovation projects

Bot

Amazon Alexa

Smart Kiosk

Process Automation

Blockchain Auction

Platform Rebuild

Background

OUR TEAM’S PURPOSE

Harnessing & challenging the collective genius to create meaningful impact

A TEAM CHALLENGE

Break away from doing things related to fintech, insurance, banking

WE OWE & LOVE SINGAPORE

Our roots are here

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

“”

Why Cancer Healthcare

#1

Singapore has an ageing population

Challenges are expected to increase especially in the area of healthcare

#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

Our Approach

Palo’s Approach to Innovation D

o Th

ink

Finding Opportunity(s)

Executing Opportunity(s)

Palo’s Approach to Innovation D

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ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile

Palo’s Approach to Innovation D

o Th

ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile

Palo’s Approach to Innovation D

o Th

ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile Today’s focus

Our Journey

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)

Establishing project goal D

o Th

ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile

Why? What are we trying to frame. Broad area of

healthcare

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

Continuum of Health

Src: http://sha4re.com/care-continuum/

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

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

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

Understand the customer - first hand D

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ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile Who?

Who and what are the needs of the people

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 _____________

Persona

Focuses on people above other factors

Deepens your empathy for others

Summarizes your research findings

Challenges your preconceptions

Challenges mean Opportunities D

o Th

ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile Define the opportunity

space

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

Problem statements

Helps see different perspectives

Provides a direction for problem solving

Invites divergent thinking

How might we _____________ so that _____________

Making it real D

o Th

ink

Finding Opportunity(s):

Design Thinking Executing Opportunity(s)

Lean Startup & Agile Imagine the solution

The story of Elaine & Her Father

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

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

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

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

HOW MIGHT WE –

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

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

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

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

Concept poster

•  Promotes a vision of the future

•  Helps you build a business case

•  Provides a roadmap for moving forward

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

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

Principle

Basic Guiding Principles

Meeting needs of the people

Executable through

technology

Makes business

sense

Feature priority

Impact

Diff

icul

ty

Strategic

Hi value Just do it

Luxury (nice to have)

Feature priority

Impact

Diff

icul

ty

Feature x

Feature x

Feature x Feature x

Feature x

Feature x

Feature x

Feature x

Feature priority

Impact

Diff

icul

ty

Feature x

Feature x

Feature x Feature x

Feature x

Feature x

Feature x

Feature x

Next Step

So far

-  SME engagement -  Research: planning,

recruiting, executing, analysis

-  Sharing result -  Ideation workshop

days 165

11 pax

So far

SGD 200,000

(approx)

days 165

11 pax

What’s next

Connect us with wider audience: people and organizations who want to make an meaningful impact & create a positive change in Singapore

In summary

•  Application of design thinking

•  Getting cancer healthcare initiative off the ground

Thank you