Amy Cueva's talk, 'Designing an Ecosystem of Care' at Human Factors and Ergonomics Society

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@Amy Cueva@MadPow - Founder & Chief Experience Officer@HxRefactored - Chair of Design Track

Designing an Ecosystem of Care

HxRefactored

May 14, 2014Brooklyn, NYhxrefactored.com

Designcan help improve the human condition.

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Meet Jim.

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I was overwhelmed,

confused, and alone. There was no one to talk

to. I didn’t know what I should do first or what to expect.”

“

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Health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity.

- World Health Organization

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Emotion matters.

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It’s in our best interest to

help Jim.

Who will help Jim?

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

PBMInsurance 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 Communicati

ons

Patient Community

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That need is neither our responsibility nor one that will be mitigated anytime soon in the industry.”

“

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

PBMInsurance 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

Patient Community

Health Tech

Health Exchanges

State Government

Local Agencies

Health Communicati

ons

The health ecosystem

Design an ecosystem focused on care.

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You think partnership is the answer? Many people have spent a lot of money trying and got nowhere.

It simply won’t work.”

“

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No.

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Why?

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Why Not?

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What if?

How can we identify & address unmet needs?

Do Research!It is the core of human-centered design.

Allow ourselves to

feel.

Envision their journey.

Widen our lens.

Look for

feelings, triggers, transitions, opportunities & patterns.

I didn’t know.

I know I should.

I want to, but I can’t.

Whose responsibility is this need?

Look for orphaned needs.

shared values + shared action = shared profit(financial & social) - Cindy Gallup

I know.

I will.

I can.

Evidence-basedmaternity decision making for PregnantMe

Redacted

Improving care delivery at home

CVS

Unified consumer experience strategy for CVS Caremark

JoslinDigital diabetes weight management

HotSeat

HOTSEAT tackles sitting disease through behavior change and game design

Great things are happening but... We can do more.

For Jim.

Photo CreditsMy Room – Michael WyszomierskiCoffee For One – David Hodgson

Star Cluster – HuntingDesignsDreaming above the Clouds – Becca Fawley

@Amy Cueva@MadPow - Founder & Chief Experience Officer@HxRefactored - Chair of Design Track

HxRefactored

May 14, 2014Brooklyn, NYhxrefactored.com