#IxDA at dynamo&son

Digital Health and Oma Terveys

17.03.16

Topics

Introduction

Thoughts on health business

Oma Terveys

Concept and features

Project experiences

Future development

Kimmo Alaraudajoki

UX/CX Consultant

Tietotalo

Mail: kimmo.alaraudanjoki@tietotalo.fi

Twitter: @alaraudanjoki

Working with Terveystalo services since 2013

Public sector extranet

Terveystalo.com

Oma Terveys

Mobile apps

TERVEYSTALO.

COM &

BOOKING

OMA TERVEYS

CLUB TERVEYS

STRADA FOR

HEALTH

PROFESSIONALS

OCCUPATIONAL

CARE EXTRANET

FERTINOVA

FERTILITY CLINIC

RECEPTION

BOOTHS

PUBLIC SECTOR

EXTRANET

INSURANCE

EXTRANET

TERVEYSTALO.

COM

OMA TERVEYS +

APPS

Our shared path with Terveystalo

2010

2011

2012

2012

2013

2013

2013

2013

2014

2015

From 2010 onwards

Thoughts on health businessWhat’s on the horizon?

Commercialisation of health care

Service brokers might become a similar

layer of business as it is in travel

(booking.com / momondo f.e.)

Who owns the data in service layers? They

will know, interact and market to the

customer too

Health care travel a growing trend –

especially in dental care and cosmetic

operations

Primary care goes online

Providing cost-efficient and profitable

primary care appointments becoming

easier and easier

Primary care actors like Meedoc and

Visiba are pushing their independent

platforms in nordics.

Spin-offs and startups will probably make

the future interesting as well

Virtual and physical care come

together

Larger health care companies are looking

to integrate the virtual service layers into

their business systems

Ongoing / ambulatory / self care following

suit quite soon. Diabetes and other chronic

illnesses benefit from digital solutions with

service design involved.

The key is combining quality care and

interaction with helpful digital tools fit into

the care process

Accenture virtual health case study, 2015

Best combination of in-person and virtual

health approaches, continuity of care and

ongoing care for those with chronic

conditions.

The gold standard of care

What’s the role of digital / tech?In creating health care services such as Oma Terveys

11

The data is there for communication and to help us understand the customer

better with other methods of collecting customer insight

The insight is used to get the people on board - personalized services and

experiences that create real world value

Building a digital health ecosystem

Oma Terveys

What is Oma Terveys?

Digital health care service,

responsive web site + app

Appointments, illnesses, allergies, lab

results, vaccines, medication, etc

Personalized well-being content

streams and loyalty program benefits

Platform for personal digital services

in the future

Booking and access to one’s

health data is the key day-

to-day component in the

service offering. It creates

the baseline to build upon.

Providing solutions for

better communication

between customers and

specialists is a key focus.

Road to better CX.

Personalized content and

benefits are for better

engagement. At the

beginning, content should

be useful and in the end it

should be meaningful.

Presence Interaction Engagement

Conceptual themes

ProjectHow did it go and where did it end up?

Experiences, part 1

Project phases

Strategy and concept: may ’15

Mobile UX : september ’15

Development : november ’15

Live : february-march ’16

One concept and one prototype for all

three mobile platforms meant some

adaptation to make it work on all

platforms.

Integration interfaces had to be developed

side by side with the apps which wasn’t the

ideal case.

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19

Experiences, part 2

Xamarin was a good choice for our tech

background although it had some issues

The mobile experiences of TUPAS

authentication are a bit of a pain,

depending on the bank.

We made it, the services turned pretty

great in our opinion and there’s gonna be

improvements. There were a lot of people

involved - we did it together.

Future developmentThe next things in line

Next things in line

Nearables based mobile reception (with

estimote beacons)

Chat service with a specialist

Video appointments with a specialist

Digital care features for chronic illnesses

with treatment plans that combine digital

and physical care elements (diabetes being

the first one)

Integrations with 3rd party health trackers

Thank you! #terveystalo #tietotalo

@alaraudanjoki