Health Experience Design 2020

Track Description
How can organizations overcome the hurdles of building design and innovation practices? By now, many of us are familiar with the “big ideas” of making design and innovation work: collaboration, co-creation, empathy, iteration, and more.But bringing these ideas into our organizations and infusing them into our work in a way that is sustainable, repeatable and scalable has been a challenge. Hurdles of time, participation, resources, understanding, and risk/change-aversion often hinder our attempts.In our Scaling Design & Innovation Practices track at HXD 2020 we’ll share first-hand stories of the successes, challenges, and practical take-aways that teams have encountered as they’ve worked to overcome these challenges to strengthen and scale their practices.

Preethi and Bobbys Talk Description
Healthcare is hard, and we regularly tackle big problems. Often times, Design Thinking is presented as the silver bullet to jumpstart an organization’s capacity for innovation. Unfortunately, embracing change is never that easy. Design Thinking is a framework that must be paired with design doing -- and not just by a group of people in a workshop setting. It must be integrated into the ethos of an organization to be sustainable.

At One Medical, everyone from our CEO to our technologists and admins, share a common lexicon to scale and sustain innovative practices across the organization. We root ourselves in CI-CARE, a communication framework pioneered by our CEO Amir Ruben, problem-solve and pilot initiatives through LEAN methodologies, and leverage design thinking to build cross-functional partnership.

In this talk, you’ll learn how to build investment in innovative practices from the top down and bottom up, understand how to motivate teams to develop a joint ownership of initiatives, and build tools to successfully disseminate best practices across the organization. We’ll share how our office managers lead daily office huddles to empower teams, team members update visual walls daily to transparently reflect performance stats, our Performance Innovation team leads cross-functional improvement events, and everyone from our CEO to our technologists regularly shadow at our offices to learn how processes and technologies are performing out in the field. At a strategic level, we’ll share how shifting from independent roadmaps to a tight cross-functional ‘triad’ of Technology, Operations and Clinical teams keeps us aligned across initiatives, and how Innovation is rooted in an ethos of continuous feedback and improvement.