1  

@Amy Cueva  @MadPow - Founder & Chief Experience Officer

@HxRefactored - Chair of Design Track

Designing an Ecosystem of Care

Design can help improve the human condition.

3  

Meet Jim.

4  

I was overwhelmed, confused, and

alone. There was no one to talk to. I didn’t know what I should do first or what to expect.”

“

5  

Health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity.

- World Health Organization

6  

Emotion matters.

7  

It’s in our best interest to

help Jim.

Masseuse

PCP

Support Network: Friends & Family

Pharmacist

Lawyer

Chiropractor

Health Coach

CSR

CSR

CSR

HR

Cardiologist

Nurse

Therapist

Weight Watchers

Gym

Lobbyists

Social Worker

Politicians

Lobbyists

Patient Advocate

Translator

Financial Entities

Transportation Service

Heart Health Start Up

Hospital Network

Hospital

Cardiology

Lab

Pharmacy

Pharma

PBM Insurance Company

Insurer for Hospital

Federal Government

HHS

FDA

CDC

Legislature

Executive Branch

Employer

Condition Management

Companies

Information: Google, Web MD, YouTube,

iTunes

Condition Management Start Up

Walk in Clinic

Organizations & Non-Profits

Health Tech

Health Exchanges

State Government

Local Agencies

Health Communications

Patient Community

Who will help Jim?

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That need is neither our responsibility nor one that will be mitigated anytime soon in the industry.”

“

The health ecosystem

Masseuse

PCP

Support Network: Friends & Family

Pharmacist

Lawyer

Chiropractor

Health Coach

CSR

CSR

CSR

HR

Cardiologist

Nurse

Therapist

Weight Watchers

Gym

Lobbyists

Social Worker

Politicians

Lobbyists

Patient Advocate

Translator

Financial Entities

Transportation Service

Heart Health Start Up

Hospital Network

Hospital

Cardiology

Lab

Pharmacy

Pharma

PBM Insurance Company

Insurer for Hospital

Federal Government

HHS

FDA

CDC

Legislature

Executive Branch

Employer

Condition Management

Companies

Information: Google, Web MD, YouTube,

iTunes

Condition Management Start Up

Walk in Clinic

Organizations & Non-Profits

Health Tech

Health Exchanges

State Government

Local Agencies

Health Communications

Patient Community

Design an ecosystem focused on care.

12  

You think partnership is the answer? Many people have spent a lot of money trying and got nowhere.

It simply won’t work.”

“

13  

No.

14  

Why?

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Why Not?

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What if?

How can we identify & address unmet needs?

Do Research! It is the core of human-centered design.

Allow ourselves to

feel.

Envision their journey.

Widen our lens.

Look for feelings, triggers, transitions, opportunities & patterns.

I didn’t know.

I know I should.

I want to, but I can’t.

Whose responsibility is this need?

Look for orphaned needs.

Unmet Needs of Insurance Members

Understanding their insurance Getting easy answers Knowing what to expect Understanding treatment options Knowing how to find the best care Getting support through transitions and stressful situations Knowing how much they will pay now and over time Funding alternative treatments and deductibles

shared values + shared action

= shared profit (financial & social)

- Cindy Gallop

I know.

I will.

I can.

Evidence-based maternity decision making for PregnantMe

CVS  

Unified consumer experience strategy for CVS Caremark

A Virtual Doctor’s Visit for MGH Patients

Joslin  Digital diabetes weight management

What Motivates? CDC Designs for Medication Adherence

HotSeat  

HOTSEAT tackles sitting disease through behavior change and game design

Great things are happening but...

We can do more.

For Jim.

Photo Credits My Room – Michael Wyszomierski

Coffee For One – David Hodgson Star Cluster – HuntingDesigns

Dreaming above the Clouds – Becca Fawley

@Amy Cueva  @MadPow - Founder & Chief Experience Officer

@HxRefactored - Chair of Design Track