Service Design Network UK Conference - Smart imprints SDN_2016_v1

SMART DESIGN Proprietary and confidential 1

The Last Mile Creating impact in underserved health communities through design


Hello!

Toby Norman Chief Executive Officer

Nate Giraitis Associate Director Strategy

THE LAST MILE


Over 1.5 billion people worldwide lack formal identification,

preventing access to essential services.


However, current fingerprint scanners are:

•  Not accurate enough

•  Not mobile enough

•  Not affordable enough

Biometrics can help solve the identification gap

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A new tech start-up is born

Founded by a handful of PhD students in Cambridge

Developed fingerprint scanner technology that is:

228% more accurate

4x more affordable

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However, ‘tech in a box’ was not the solution.

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A graveyard of good intentions

Too many initiatives to help the developing world end up falling short of their potential.

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Despite the most inspired (and well funded) intentions...


…the reality for people doesn’t go as expected

Design for non-profit rarely closes the loop with the end user.

This results in a world of useless products and unintended consequences.

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Typical model for profit

COMPANY CUSTOMER

£ MONEY

PRODUCT

Reference: everyonedeservesgooddesign.com


The gap created in non-profit sector

COMPANY

£ MONEY

PRODUCT


DONOR CUSTOMER


Closing the gap (the last mile)

DONOR COMPANY

£ MONEY

PRODUCT

CUSTOMER



“How do we design for the last mile?”


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Simprints

Deep technical knowledge of fingerprinting technology Recognition and funding

Deep expertise and empathy for global health


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Smart Design

Enabling those with reduced abilities to administer medicine

Enabling smarter energy usage

Using cars to train better drivers Improving transportation in India

Giving pro athletes an advantage


A new collaborative partnership


Bring the user’s story to the table.


Consider digital and physical touch-points simultaneously


Universal design

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Analysing task flows for multiple use cases Prototyping physical & digital experience flow

Defining wireframes for digital UI Defining physical feedback

Storyboarding user experience

Product service design process


How it works

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Simple UI guides collection Can be seamlessly integrated into any existing workflow and application.

Frontline worker places a beneficiary’s finger Rugged, waterproof, mobile fingerprint scanner built for the toughest conditions on the front lines.

System runs matching algorithm Offline or online. Rapid matching that reduces errors and improves accuracy, compliance and quality.

Unique ID links to record and next steps in care Fingerprint serves as a globally unique and secure ID that cannot be forgotten or lost.


The end result

Health Care Worker & Patient

Mobile App Scanner

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The end result


Mobile App Scanner

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The new Simprints experience


Global recognition

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Simprints will reach 50,000 people in 2016… and are aiming for 2.5 million next year

www.simprints.com / @simprints

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That’s truly great, but what’s the next level?


How can we go beyond?

How might we create a better service experience?

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How might we enable ongoing service optimization?

How might we empower organizations to replicate this?


Enable Evolution

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Conceive product and service simultaneously for holistic and intuitive experience

Create proof of concept prototype of product and service for testing

Enable iterative options to learn throughout pilot

Build prototypes, get feedback, A/B testing, repeat…


Enable on-going local presence

“User Champions” established through our local partners.

Upload and gain iterative feedback on UX as it develops.

Maintain engagement with community.

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Work with organizations to write the right brief to be solved.

Insist on more than involvement at decisions, but engagement throughout the process.

Where appropriate, teach the tasks instead of doing them yourself.

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Give your process and tools away


SECTION HEADING


Simprints conducting their own research


Successful field testing in Nepal and Bangladesh


Community Healthcare Worker Non-profit Local User Champion


What could this mean, in the big picture?


Better informed product / service concepts in the hands of those who need them.

Design and user experience prioritized and supported by aid organizations.

Aid funding is better spent, with less unnecessary waste.

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No more graveyards of good intention


Products are updated with on-going support, enabled by digital communities.

Real local engagement to create tools for change.

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Living product services for everyone


A model that empowers non-profits to have even more impact.

Bringing the power of design to the world’s biggest problems.

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Design-capable companies for global change


Close the loop in the last mile of design.


Thank you!

London New York

Service Design Network UK Conference - Smart imprints SDN_2016_v1

Design

Transcript of Service Design Network UK Conference - Smart imprints SDN_2016_v1