This presentation was created by Helle Rohde Andersen and Eilidh Dickson while working for CIID Consulting. Understanding Networks of Diabetes Care: A Research Framework for the Healthcare Innovation of Tomorrow Living with type 2 diabetes is a multifaceted condition and a long-term commitment. Patients don’t experience their care or participate in their treatment in isolation, they are surrounded by a network of people - family, friends, peers and care providers. This network of care affects how patients experience their condition, and their ability to manage it both physically, cognitively and emotionally. Traditional design research methods focus on individuals and personal modes of behaviour change. Innovating in the diabetes care space requires going beyond the individual. Working with Novo Nordisk, CIID Consulting assembled a 360º view into the networks of care, that support diabetes patients. By approaching the research from a systemic level and studying a patient’s network of support rather than individuals in isolation, the result was a rich and emotional view into the complex interactions and relationships encompassing a patient’s journey with the condition. By creating a research framework that looked beyond traditional modes of health care delivery, systemic gaps were identified and opportunities for community driven care models were uncovered. This talk will demonstrate how a new research framework and information visualization methods can inspire you to tackle challenging healthcare issues in ways that will provoke new understanding and build user empathy.

1. UNDERSTANDING
NETWORKS OF
DIABETES CARE
q
HxD 2013NETWORKS OF DIABETES CARE
A research framework for
healthcare innovation tomorrow
Consulting

2. EILIDH
NETWORKS OF DIABETES CARE
HELLEInteraction & service
designer, & moonlight
illustrator
Design lead,
wannabe film maker
& running addict
(DK)
(UK)
HxD 2013 Consulting

3. CIID CONSULTINGWe design beautiful experiences,
which are people-centred and
business-focused
NETWORKS OF DIABETES CARE HxD 2013 Consulting

4. NOVO NORDISKA global healthcare company with 89
years of innovation and leadership in
diabetes care
NETWORKS OF DIABETES CARE HxD 2013 Consulting

5. THE OBJECTIVE
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6. VISUALIZE THE CURRENT DIABETES
CARE MODEL IN THE US.
THE OBJECTIVE
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7. VISUALIZE THE CURRENT DIABETES
CARE MODEL IN THE US.
DEFINE NEW OPPORTUNITIES FOR
HOLISTIC CARE.
THE OBJECTIVE
NETWORKS OF DIABETES CARE HxD 2013 Consulting

8. ‘C’ IS FOR COPENHAGEN
NETWORKS OF DIABETES CARE
“Knowing I can call the doctor for a
same-day appointment gives
incredible peace of mind”
www.guardian.co.uk
HxD 2013 Consulting

9. FRAMEWORK INSIGHTS IMPACT
4 building blocks for
people-centred research
within healthcare
Change making outcomes
for Novo Nordisk &
people with type 2 diabetes
4 systemic opportunities
for a holistic approach to
type 2 diabetes care
q
NETWORKS OF DIABETES CARE HxD 2013 Consulting

10. NETWORKS OF DIABETES CARE
FRAMEWORK
4 building blocks for people-centred
research within healthcare
HxD 2013 Consulting

11. STUDY NETWORKS VS.
INDIVIDUALS TO IDENTIFY
SYSTEMIC GAPS
1/4
NETWORKS OF DIABETES CARE HxD 2013 Consulting

12. GP
Community
Org.
Nurse/CDE
Pharmacy
Patient
Friends &
Family
Support
Groups
NETWORKS OF DIABETES CARE
1/4
HxD 2013 Consulting

13. GP
Community
Org.
Nurse/CDE
Pharmacy
Patient
Friends &
Family
Support
Groups
NETWORKS OF DIABETES CARE
1/4
HxD 2013 Consulting

14. GP
Community
Org.
Nurse/CDE
Pharmacy
Patient
Friends &
Family
Support
Groups
GP
Nurse/CDE
Pharmacy
Patient
Support
Groups
GP
Community
Org.
nt
Friends &
Family
ort
ps
NETWORKS OF DIABETES CARE
1/4
HxD 2013 Consulting

15. NETWORKS OF DIABETES CARE
DESIGN RESEARCH TOOLS
THAT SCALE ACROSS
STAKEHOLDERS TO UNCOVER
DIFFERENT PERSPECTIVES
NETWORKS OF DIABETES CARE
2/4
HxD 2013 Consulting

16. 2/4
NETWORKS OF DIABETES CARE HxD 2013 Consulting

17. 2/4
NETWORKS OF DIABETES CARE HxD 2013 Consulting
Once they’ve experienced a
setback, they become better
equipped to handle the next
setback. We help them
gradually build confidence in
managing their condition
(Helen, CDE & nurse)
“

18. 2/4
NETWORKS OF DIABETES CARE
Being diagnosed was such a
big thing to deal with on my
own. I was given no tools
except for what I came up
with on my own
(Susan, T2 diabetes patient)
“
HxD 2013 Consulting
Once they’ve experienced a
setback, they become better
equipped to handle the next
setback. We help them
gradually build confidence in
managing their condition
(Helen, CDE & nurse)
“

19. EMPOWER PEOPLE TO
CURATE THEIR STORY
THROUGH CREATIVE
CONVERSATION STARTERS
NETWORKS OF DIABETES CARE
3/4
HxD 2013 Consulting

20. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE HxD 2013 Consulting

21. NETWORKS OF DIABETES CARE
3/4
I don’t want people to talk
about it, I don’t want my
family to do anything special
for me. I just want everything
to be normal
(Susan, T2 diabetes patient)
“
HxD 2013 Consulting

22. NETWORKS OF DIABETES CARE
CREATE OPPORTUNITIES TO
‘LIVE THE STORY’. EXPERIENCE
BEHAVIORS FIRST HAND
NETWORKS OF DIABETES CARE
4/4
HxD 2013 Consulting

23. NETWORKS OF DIABETES CARE
My daughter suggested that I
needed to get back into
some kind of exercise and
that she should as well, so
we go mall walking together.
I don’t go without Lauren, I
need her. There’s no reason
why I couldn’t, but I’m much
more motivated when
someone else is involved
(Ruth, T2 diabetes patient)
“
4/4
HxD 2013 Consulting

24. NETWORKS OF DIABETES CARE
INSIGHTS
4 systemic opportunities for a holistic
approach to type 2 diabetes care
HxD 2013 Consulting

25. HxD 2013NETWORKS OF DIABETES CARE
1/4
THERE IS A DISPLACED FOCUS IN
DIABETES TREATMENT IN THE
HEALTHCARE SYSTEM
NETWORKS OF DIABETES CARE HxD 2013 Consulting

26. 1/4
NETWORKS OF DIABETES CARE
MEDICATION
EXERCISE
DIET
HxD 2013 Consulting
The facets of diabetes treatment

27. 1/4
NETWORKS OF DIABETES CARE
MEDICATION
Greatest emphasis
on medication
treatment plan
EXERCISE
Strategies for
physical activity not
unified or present
DIET
Recommendations made, but
not strongly emphasized
HxD 2013 Consulting
Healthcare system perspective

28. 1/4
NETWORKS OF DIABETES CARE
MEDICATION
Ability to integrate
into daily routines
EXERCISE
Most overwhelming
and difficult aspect
of treatment
DIET
Existing strategies to
make small changes
HxD 2013 Consulting
Patient perspective

29. 1/4
NETWORKS OF DIABETES CARE
MEDICATION
Ability to integrate
into daily routines
EXERCISE
Most overwhelming
and difficult aspect
of treatment
DIET
Existing strategies to
make small changes
HxD 2013 Consulting
Patient perspective
I haven’t started a major
exercise programme yet.
There is part of me that is
stopping me from going there.
It’s the last thing I need to
work on and if it doesn’t help
me, it will be such a crash,
I’m afraid to find that out
(Grace, T2 diabetes patient)
“

30. HxD 2013NETWORKS OF DIABETES CARE
2/4
THE ‘FIX-IT MENTALITY’ IS DEEPLY
ROOTED IN OUR SOCIETY. THIS
PRESENTS A DISCREPANCY FOR
PATIENTS AS LIVING WITH DIABETES
IS A LIFETIME OF ADJUSTMENTS.
THERE IS NO QUICK FIX
NETWORKS OF DIABETES CARE HxD 2013 Consulting

31. HxD 2013NETWORKS OF DIABETES CARE
2/4
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32. HxD 2013NETWORKS OF DIABETES CARE
2/4
NETWORKS OF DIABETES CARE
It was not good to get diagnosed. It
would have been better if they said,
‘There is this problem, you take this
pill, we do this, and you’ll be fine.’ It’s
hard for me to deal with the fact that
there is no fix
(Susan, T2 diabetes patient)
“
HxD 2013 Consulting

33. HxD 2013NETWORKS OF DIABETES CARE
3/4
THERE IS A MISMATCH BETWEEN THE
ASSUMED AND ACTUAL ACTIVITIES
THAT A PATIENT’S NETWORK OF
CARE PROVIDES, CREATING A GAP IN
THE DELIVERY OF EMOTIONAL
SUPPORT
NETWORKS OF DIABETES CARE HxD 2013 Consulting

34. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training stability, relationships, motivation
Assumed Activity
Actual Activity
HxD 2013 Consulting

35. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training
Assumed Activity
Actual Activity
stability, relationships, motivation
HxD 2013 Consulting

36. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training
Assumed Activity
Actual Activity
stability, relationships, motivation
HxD 2013 Consulting

37. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training
Assumed Activity
Actual Activity
stability, relationships, motivation
HxD 2013 Consulting

38. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training
Assumed Activity
Actual Activity
stability, relationships, motivation
HxD 2013 Consulting

39. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
PHYSICAL COGNITIVE EMOTIONAL
Doctor
Pharmacist
Social
Community
Friends &
Family
Nurse
Support
Program
fitness, diet, medication Knowledge, training
Assumed Activity
Actual Activity
stability, relationships, motivation
HxD 2013 Consulting

40. HxD 2013NETWORKS OF DIABETES CARE
3/4
NETWORKS OF DIABETES CARE
Unless the patient has been diagnosed
with a mental condition, it’s unlikely
they are getting the emotional support
they need from the healthcare system
(Helen, CDE & nurse)
“
Consulting

41. HxD 2013NETWORKS OF DIABETES CARE
4/4
COMMUNITY INITIATIVES THAT
CO-EXIST ALONG SIDE THE
ESTABLISHED HEALTHCARE SYSTEM
ARE A POWERFUL RESOURCE TO
REACH PEOPLE AND SUPPORT
PATIENT CARE
NETWORKS OF DIABETES CARE HxD 2013 Consulting

42. 4/4
NETWORKS OF DIABETES CARE
When we started the diabetes support
group, we saw that there was a need
for health education in the
community. We then learned that the
emotional aspect of living with
diabetes was not being addressed by
anyone, so the meetings are a lot
about peer-to-peer support and
encouragement
(Diabetes support group doctor)
“
HxD 2013 Consulting

43. NETWORKS OF DIABETES CARE
IMPACT
Change making outcomes for Novo
Nordisk & people with type 2 diabetes
q
HxD 2013 Consulting

44. NETWORKS OF DIABETES CARE
By approaching the research from a
systemic level, the result is a rich and
emotional view into the complex
interactions and relationships
encompassing a patient’s journey with
the condition.
HxD 2013 Consulting

45. Presentation
Introduction Research Framework Findings Opportunities
Executive summary
Book
Interactive platform
NETWORKS OF DIABETES CARE HxD 2013 Consulting

46. Keeping the richness of the research findings
alive within the organization
Provide an immersive experience
Offer different layers of depth for the reader to
navigate through the content
Long lasting and updatable
NETWORKS OF DIABETES CARE HxD 2013 Consulting

47. Keeping the richness of the research findings
alive within the organization
Provide an immersive experience
Offer different layers of depth for the reader to
navigate through the content
Long lasting and updatable
NETWORKS OF DIABETES CARE HxD 2013 Consulting

48. NETWORKS OF DIABETES CARE HxD 2013 Consulting

51. NETWORKS OF DIABETES CARE
WHAT DID WE ACHIEVE?
HxD 2013 Consulting

52. NETWORKS OF DIABETES CARE
A knowledge platform that inspired Novo Nordisk to
amplify their role beyond the medical aspect of diabetes
care
WHAT DID WE ACHIEVE?
HxD 2013 Consulting

53. NETWORKS OF DIABETES CARE
A knowledge platform that inspired Novo Nordisk to
amplify their role beyond the medical aspect of diabetes
care
A communication tool to restore user presence in
executive thinking
WHAT DID WE ACHIEVE?
HxD 2013 Consulting

54. NETWORKS OF DIABETES CARE
A knowledge platform that inspired Novo Nordisk to
amplify their role beyond the medical aspect of diabetes
care
A communication tool to restore user presence in
executive thinking
A people-centred on-boarding tool for new employees
WHAT DID WE ACHIEVE?
HxD 2013 Consulting

55. FINAL COMMENTS
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56. FINAL COMMENTS
NETWORKS OF DIABETES CARE
Go beyond existing modes of problem solving
HxD 2013 Consulting

57. FINAL COMMENTS
NETWORKS OF DIABETES CARE
Go beyond existing modes of problem solving
Design compelling storytelling to frame actionable
opportunities (and convince big corporations)
HxD 2013 Consulting

58. FINAL COMMENTS
NETWORKS OF DIABETES CARE
Go beyond existing modes of problem solving
Design compelling storytelling to frame actionable
opportunities (and convince big corporations)
Address the individual and their network of care to ignite
sustainable healthcare change
HxD 2013 Consulting

59. FINAL COMMENTS
NETWORKS OF DIABETES CARE
Go beyond existing modes of problem solving
Design compelling storytelling to frame actionable
opportunities (and convince big corporations)
Address the individual and their network of care to ignite
sustainable healthcare change
HxD 2013 Consulting

60. THANK YOU!
TUSIND TAK!
NETWORKS OF DIABETES CARE
E.dickson@ciid.dk
@eilidhdickson
H.rohde@ciid.dk
@hellerohdea
www.ciid.dk
@CIIDnews
HxD 2013 Consulting