This month is devoted to exploring how service design can help in the health field.
Tim Daines, a service designer for Cambridge Consultants, will be talking to us about the intricacies of designing IoT health services. He'll show how a firm grasp of both the user journey and data is needed to create services that work.
Tim's session combines a short talk and activity on Data Journey Maps.
Then we'll be handing Andrew Burns, Global Marketing at Smith & Nephew and Daniel Fontaine of Valtech UK to talk about Lean Experiments.
For more details about both talk see below.
Look forward to seeing you there!
The Service Lab Team
Jenni + Rupert
Data Journey Maps
Tim ins an IoT Ux and Service Designer, Cambridge Consultants Ltd and part of the Experience Design team for Wireless and Digital Services at Cambridge Consultants. Tim's day-to-day activities include bringing IoT UX and Service design thinking into the emotional and functional world of connected medical devices and healthcare ecosystem design, spanning international pharma and bluechip companies."
User Journey maps in Health Care have become an important design tool to help Pharma companies understand how to create patient-centric medical solutions. Whilst these journeys touch on understanding thoughts and emotions of the customer (patient, payer, or healthcare provider) they are not designed to a level of fidelity where data-based value creation that require data-intensive infrastructures can be understood. For software engineers who are responsible for IT developments, this is problematic and can result in a service platform (PaaS) being incorrectly technically architectured. Tim's session combines a short talk and activity to demonstrate how the creation of 'Data Journey Maps' can bridge the emotional and functional journey software engineers need to understand, in order to develop a service platform that can move, grow and shrink data, as stakeholders interact with connected medical devices through varying touchpoints and channels.
Smith & Nephew specialise in Advanced Wound Management and Surgical Devices for Orthopaedic Reconstruction, Sports Medicine and Trauma. S&N have a complex sales process that works differently across countries, markets, and even institutions. Valtech have worked extensively with S&N over the last three years to improve customer experience and add business value through digital engagement and innovation. The work has involved nurses, surgeons, patients and many others, and Valtech are currently mid-way through a set of Lean experiments to discover the impact of multiple-channel marketing.