Digital transformation where healthcare players are missing opportunities

DIGITAL TRANSFORMATION WHERE HEALTHCARE PLAYERS ARE

MISSING OPPORTUNITIES

@james_downes james_downes James Downes

JAMES DOWNES STRATEGY DIRECTOR @ PANCENTRIC

“Digital transformation is the profound and accelerating

transformation of business activities, processes,

competencies and models to fully leverage the changes

and opportunities of digital technologies and their impact

across society in a strategic and prioritized way, with

present and future shifts in mind.”

I-scoop

WHAT IS DIGITAL TRANSFORMATION

DIGITAL TRANSFORMATION

Put customer needs first

Think about the holistic customer/patient journey

Engage on their terms not yours

Focus on outcomes

DIGITAL TRANSFORMATION

Digital maturity goes from:

No-one ever goes backwards!

IGNORE BOLT ON EXPERIMENT EMBRACE TRANSFORM

WHERE IS HEALTHCARE

Public sector

Pharma Insurance Banking Media/ Entertainment

Telecom Retail Travel/ Hospitality

Digital leaders

22 27

31 32 36

37 42

49

70-80

Global average: 33

McKinsey & Company

Digital maturity varies significantly by sector.

Distribution of Digital Quotient score by industry (global), points, out of 100

CASE STUDY

FALLING BEHIND

Google are running ML on health data

Health Insurers are driving wearable tech

Flatiron Health are changing oncology

CASE STUDY

WHAT DOES TRANSFORM LOOK LIKE? The AA

Diverse business

60+ Mobile apps

Single feature app

Surfacing Internal Capabilities

WHY IT’S HARD FOR HEALTHCARE

You make big, long term bets, that is your culture.

You are solving some of the biggest questions around

You are heavily regulated

You are the “experts” in your field

CASE STUDY

WHY IT’S HARD FOR HEALTHCARE

Health 1.0 - The Golden Age Health 2.0 – Industrialised Medicine Health 3.0 – Up Close and Personal

WHERE ARE THE OPPORTUNITIES

Engage with your patients where

they want to engage

Solve their problems, not yours

You tell me

1

2

3

SERVICE DESIGN THINKING APPROACH

“Using the tools

designers have to solve

complex problems”

“Designing services to meet

the needs of customers

rather than the needs of

the service provider”

DESIGN THINKING SERVICE DESIGN

+

PHYSIYOU CASE STUDY

Physiyou

This led to two questions, will consumers use this, and will physiotherapists sign up their practice

Built a prototype MVP to answer these questions.

Growth hacked it and drove real customers to it

“As a fitness enthusiast I sometimes

need physiotherapy, but I am not sure

where to find a physiotherapist”

STARTED WITH A REAL CUSTOMER NEED

This led to two questions, will

consumers use this, and will

physiotherapists sign up their practice

CASE STUDY Built a prototype MVP to answer these questions.

Growth hacked it and drove real customers to it

• Real numbers to base a business

case on

• Proved both customer need and

Physiotherapist appetite

• Now market leading and ready for

the next steps

• …and lots of positive health

outcomes!

@pancentric Pancentric Digital

THANK YOU

Pancentric people

Phone

0207 099 6370

THANK YOU

Email

[email protected]

Twitter

@pancentric