Unstick your digital products - 25th March 2015

‘Unstick your digital products: Rapidly progress a complex

product or portfolio of stalled products’

Wednesday 25th March

Wi-Fi details:SMEXAP 2spr1ngt1me

Agenda09:30 Session begins – Introduction exercise

Dave Evans, Nature Publishing Group

Glyn Parry, SH:24

BREAK

Will Rowan, UK Ministry of Justice

Richard Stobart, Unboxed Consulting

12:30 Close (and more coffee…)

Event hashtag: #StuckPipelineFollow us: @Ubxd

Hello

#StuckPipeline@Ubxd

Dave Evans Product Manager (E-commerce)

#StuckPipeline@Ubxd

Trust&me,&I'm&a&&product&manager

[email protected]

Your&(hypothetical)&first&week...

1Day

2Day

3Day

4Day

5Day

Putting&it&into&&to&practice

Glyn Parry Programme Manager

#StuckPipeline@Ubxd

SH:24

How designing a new experience in the NHS helped to unblock and unleash new potential

Unstick your digital products25 March 2015

&&Introducing SH:24

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!

Local authority income against expenditure 2010/11 to 2019/20

The concept

The concept

Concept

‣ New online sexual health service, delivered in partnership with the NHS

‣ Free STI test kits, information and advice - 24 hours a day

‣ Holistic, user centred service integrated with specialist sexual health services

26

2

Monday lunchtimeA straightforward online assessment and my test kit is ordered.

Monday morningI had unprotected sex a few weeks ago and still haven't had an STI test. What should I do?

1

FromSH:24

1

Tuesday morningThe kit arrives in the post.

Monday eveningI receive a text message notification from SH:24 informing me that my test kit has been dispatched.

3

Tuesday eveningI complete the test kit at home.

5

9

At clinic reception I show my text message to the receptionist.

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In the treatment roomI receive a course of antibiotics.

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2 months laterPerhaps I should retest?

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Friday morningMy results! I need treatment for Chlamydia. I need to visit a clinic.

5 minutes laterI text back SH:24 with a question and they promptly send me a reply.

LCOME4

At the post boxI post the kit back to SH:24.

Should I go to the clinic today?

Thank you for your message. We advise you to visit the clinic as soon as you can. From SH:24

6

User journey: Step by step

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FromSH:24

1

Aims

‣ Improve local sexual health ‣ Improve access and experience ‣ Increase productivity/reduce costs

&&Approach

Guy’s and StThomas’ Charity

CICmembers

Provider commissionercommittee

Operatingboard

Advisoryboard

User group

Key stakeholders: A multidisciplinary team

Policy

Users

IGData

CCGs

Primary care

Academia

Pharmacies

Public health

Civil bodies

Innovation

Safeguarding

Core team

C.I.C

CliniciansPublic health professionalsAgile project managersDesigners Developers

Advisory boardPublic health policySexual health charitiesInnovation organisationsPartner health organisationsAcademiaProviders

SH:24 NHS providers

Local authority commissioners

Voluntary sector

Prototyping with real users Iterative development

Func

tions

Time

EHC

OralContraception

PartnerNotification

Users are integral to the development of the service. By consulting and prototyping with real users we gain a rich understanding of their attitudes, behaviours, needs and wants. This allows us to optimise existing functions and inform new ones.

Early prototypes typically start life as low fidelity paper based mockups before being digitalised.

The iterative nature of the service’s development ensures that risks are minimised and that the user experience is never compromised – developing functions (not features) that users need, want and prefer to use.

The graph above illustrates how prospective additional functions could be layered to evolve the service – driven by user need and demand.

6–8weeks

1 Build

An iterative approach: Agile prototyping

ChlamydiaTreatment

STITesting

2 Test

3 Learn

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Local stakeholders

!

25% digital…

LOGIN

There are 3 levels of staff permissions to access the portal.

Security

Live orders and user messages are reviewed and logged. Safeguarding and risk assessment responses are flagged. Where appropriate, users are officially referred to their local clinic or signposted to other services.

Order review

21 3

STAFF01

Clinic staff communicate with users via text messages and if required by telephone, email, letter or face to face consultations (where required).

Communicationwith user

LabLab communicates test results anonymously to SH:24 via a secure connection.

A unique identifier (UID) is used to avoid identifying users.

5487238

Results

User

ClinicSecure loginStaff securely login on to the SH:24 with 2 factor authentication portal which logs all orders, users, messages and results.Updates are automatically logged on the SH:24 portal.

Interfaces: Lab and clinic relationship

Following review, new and repeat orders are picked, packed and dispatched. Users are informed about the status of their order by text message.

Order dispatch

Automated text messages notify users of their results. Where appropriate, users are officially referred to their local clinic. Reminder text messages are sent to offer helpful advice to users and prompt the return of test kits.

Result notification

Ordering a test

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Receiving a test

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42

Managing orders and results

Minimum viable brand

!

!!

&&Outcomes

Launch (soft)

Continued learning

! !

Vs

Evaluation: A continuous process

Economicmodelling

Prevalenceof STI

Whole systemchange

Methodology

Impact onvulnerable groups

Access toservices

Assess impact on local sexual health economy Activity rates and adoption Local economic modelling

Efficiencies/resources

Impact on existing servicesProductivity, freeing up of clinical expertise expectationsConversion ratesTest kit return rates

In what circumstances and for which users is SH:24 acceptable?Developing a safeguarding approach and policyEstablishing how to identify those at risk and how they can be supported

Measuring the likelihood of those at risk of infection/unplanned pregnancy to use SH:24 instead of clinics Explore formal and informal routes into SH:24

How does sexual health service provision change across the whole system as a result of SH:24 activity?Whole system economic modelling, on activity and spend across the whole system

Measuring changes in the rates of diagnosed infection locallyBenchmarking against national data

User experienceHow and why do users make the decision to use SH:24 rather than a traditional clinic?Behavioural trends: Influences and consequencesAdoption and conversionRates of STI testing and messagingReturn ratesVisibilityDesirabilityUtility (take-up) of functionsWaiting times in clinics

Randomised controlled trialsEconomic modellingQualitative and observational user experience dataLive and analytical data on SH:24 website usage

Break

Will Rowan Product Manager

#StuckPipeline@Ubxd

Richard Stobart

CEO

#StuckPipeline@Ubxd

Deliver these

Then these

Automate

Provision

Deploy

Migrate

Validate

Test

What next?

#StuckPipeline@Ubxd

Stay for a coffee and a chat

We’d love you to drop by our office anytime:

17 Blossom Street, E1 6PL

(We’ll also send these slides to you!)