Deeply Human
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Healthcare Innovation Begins and Ends with People focuses on the fundamentals of driving innovation in healthcare and developing a culture of innovation. It is as simple as it is complex and deeply human.
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Deeply Human
- 1. Deeply Human: Healthcare Innovation Begins and Ends with People Chris Finlay Director of Experience and Design Innovation United Health Group
- 3. Find the human signal
- 4. Critical design is often invisible Time Wave Focus Pre-1845 Commodities Markets & Trade 1830-1900 Expansion Manufacturing, transit, storage 1900-1950 Quality of life Chemistry, technology, distribution 1950-1990 Engineering Faster, cheaper, better everything 1990-Current Service People’s interactions
- 5. Innovation management is where quality management was 40 years ago. THE WELL CONFERENCE
- 6. People do things to feel stuff
- 7. From 1990 to 2012, the number of workers in U.S. health system grew by nearly 75%. With 0.6% decrease in productivity, annually. —New England Journal of Medicine, 2013 THE WELL CONFERENCE
- 8. From 2010-2025 $1 trillion of value will move from old models to new patient centered models. —Oliver Wyman, global management consultancy, 2012 Who is coming for your business?
- 10. Resulting in Improved Experience Improved Outcomes Improved Cost Total spending dropped a net of 12.3%; Driven mostly by large decreases in hospital admissions, ER visits, & outpatient procedures
- 11. Innovation is simple as it is complex
- 12. Helping people live healthier lives. THE WELL CONFERENCE
- 13. • ~133,000 employees • 24 million personal health records • 18 years of clinical data, covering ~100 million lives • 750 million transactions through our portal and mobile apps annually • Touching 90 million people’s lives • Presence in all 50 states & international THE WELL CONFERENCE • Database with over 170 million unique consumers • Connected to over 754,000 health professionals, 66,000 pharmacies, 5,400 hospitals, & 900 labs • $300 billion in billed health care claims managed annually • 200 million claims and more than 1 million calls per day
- 14. Invent the future, learn from the past. Corporate values Culture training Performance evaluation Corporate communications Innovation Day
- 15. Embed innovation UnitedHealth Group Shared Services / Innovation Council / UnitedHealthCare E&I M&R M&V Optum C&S Insight Health Rx
- 16. People are not their health condition Empathy takes practice Obvious rarely is Speak human Cheap never is
- 17. Companies move as fast as they learn
- 18. Understand the process Design thinking defines the value to be delivered Experience design sets the strategy for delivery Product & service design how the offer is made
- 19. Understanding the innovation mindsets Put people first Make to think Collaborate often Practice discovery Experiment daily
- 20. Making it real 31% improvement in satisfaction 74% improvement in trust 24% improvement in effort 90% net promoter score THE WELL CONFERENCE
- 22. This moment is special
- 23. Key Takeaways 1. Innovation is deeply human 2. People do things to feel stuff 3. Innovation is as simple as it is complex 4. Companies move as fast as they learn 5. The moment is special THE WELL CONFERENCE