HXR 2016: Improving Insurance Member Experiences -Janna Kimel, Cambia
HxR 2015: "Our Calling: Improve Health"
Transcript of HxR 2015: "Our Calling: Improve Health"
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IMPROVE HEALTHOUR CALLING:
@ Amy Cueva
@ MadPow Founder & Chief Experience Officer
@ HxRefactored Chair of Design Track #HxR2015
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ENVISION & BUILD
PHENOMENAL HEALTH EXPERIENCES 5y
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BETTER TOGETHER.
WE ARE
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WE AREpioneers, innovators, designers, technologists, strategists, believers, change makers, patients, doctors, family members, dancers, people,
WOUNDED HEALERS.
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”…a good half of every treatment that probes at all deeply consists in the doctor's examining himself... it is his own hurt that gives a measure of his power to heal.”
Carl Jung
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FUELS OUR DRIVE.
OUR EMPATHY
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PEOPLE WILL TELL US WE ARE WRONG.
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“Insist upon pretense and you’ll have it. Insist upon mediocrity and it is yours. Insist upon beauty and you will find it. Insist upon learning and you will learn. Insist upon living with great passion and you will see differently.”
Paula Darcy
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MAKES US STRONGER.
ADVERSITY
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RISE TO THE CHALLENGE.
WE CONTINUE TO
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WE ARE STUDENTS OF THE PROBLEM,INCLUSIVE IN OUR APPROACH.
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CVS
Unified Consumer Experience Strategy for CVS Caremark
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A SPIKE IN EMOTION IS INDICATIVE OF AN UNMET NEED.
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will tell us where we need to FOCUS,where we are DOING WELL, and where we need to IMPROVE.
EMOTION
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Evidence-basedmaternity decision making for PregnantMe
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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
THE HEALTH ECOSYSTEM
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THE HEALTH ECOSYSTEMMasseuse
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
WE CAN GATHER TOGETHER AROUND SHARED OBJECTIVES TO DESIGN AN ECOSYSTEM OF CARE.
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SHARED VALUES +SHARED ACTION
=SHARED PROFIT Cindy Gallop(FINANCIAL & SOCIAL)
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What Motivates?CDC Designs forMedication Adherence
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DESIGN HAS VALUE.
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Redacted Covidien
Molding Technology to Match Clinician Workflows
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THE VALUE OF DESIGNDesign-Driven Companies Outperform S&P by 228%
Over Ten Years - The ‘DMI Design Value Index'
Posted By Michael Westcott, Monday, March 10, 2014Updated: Monday, March 10, 2014
+228%over 10y
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THE MATURATION OF DESIGN INSIDE ORGANIZATIONSPretty Stick
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is a byproduct of how we are organized internally to deliver it.
THE EXPERIENCE
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ORGANIZATIONAL DESIGN & TRAINING
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“The world hates change, yet it is the only thing that has brought progress.”
Charles F. Kettering
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What are the most effective ways to accomplish
BEHAVIOR CHANGE
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Stimulate and align with intrinsic motivation to facilitate lasting
BEHAVIOR CHANGE
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CVS
Helping a Hospital Empower the Newly Diagnosed
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We will not seek to control or manipulate, but to
EMPOWER & SUPPORT.
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THE DESIGNER’S HIPPOCRATIC OATH
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zzStrategy & Service Design
Behavior Change
Organizational Design & Training
Design & Implementation
Research & ValidationEMPATHIZE
ENVISION
MOTIVATE
TRANSFORM
EXECUTE
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DESIGNCAN HELP IMPROVE THE HUMAN CONDITION.
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THANK YOU
@ MadPow Founder & Chief Experience Officer
@ HxRefactored Chair of Design Track #HxR2015
@ Amy Cueva