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Swap Meet on Co-DesignInnovation CatalystSwap Meet #1 March 15, 2017

In partnership with…

Agenda

Center for Care Innovations 3

- Context setting

- Co-Design refresh

- What have been your experience so far?

- Updates & deliverable questions

Program Timeline

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We Are

Here

Co-Design Context Setting

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Co-Design Nuts n’ Bolts

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Sampling Who?

• Defined patients, i.e., Medicare member age 65+,

paneled at ‘Clinic X’

• Willing to participate for project duration, attend scheduled

meetings, to keep a journal

• Able to communicate clearly, speak in a group

• Open-minded, willing to share real experiences and opinions

How many?

• 4-6 of the same patients for duration of project; at least 3-4

per phase if different patients

• Have back-up participants so no one patient gets fatigued

• No more than 12 patients in a room

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Ethics Release Forms

Incentives

• Thank yous, not compensation

• Stick with non-cash equivalents• Fresh produce, gift packages• Gift cards to stores (Safeway, Amazon)• Travel vouchers

• Standardize your practice: $X up to 1 hour, $Y for two hours…

• Design consent to cover duration of project

• Complete the consent process prior to engaging patients Include language for video and audio capture if applicable

• Include NDA if there will be proprietary/prototypicalproduct involved

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Activities Designing the EngagementStructure

• Define when it will be most valuable to bring in patients.

• Select activities and methods to use at each phase of work.

• Define questions you need answers to before patients start.

• Provide patients with clear background and objectives.

• Create an engagement plan that everyone (including patients) can reference.

• Estimate and communicate the amount of time and if there is a thank you gift.

• Provide food & snacks to ensure success!

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Guidance Re: Thank You Gifts

http://www.careinnovations.org/uploads/Patient_Liaison_Handbook_SGFH_2014.pdf

Starting and Sustaining a Patient Advisory BoardSan Francisco Health NetworkSee Page 34 for information on gift giving

Safest Bet:

Stick to non-cash equivalents!-gift cards to stores, includes Amazon-physical gifts, e.g. fresh produce, lunch-travel vouchers-tax implications of Visa cash cards

~$15 per engagement, $75 annually

Federal Advisories on Gifts of Nominal Value from HHS Office of Inspector General

https://oig.hhs.gov/fraud/docs/alertsandbulletins/OIG-Policy-Statement-Gifts-of-Nominal-Value.pdfhttps://oig.hhs.gov/fraud/docs/alertsandbulletins/SABGiftsandInducements.pdfhttps://oig.hhs.gov/fraud/docs/advisoryopinions/2012/AdvOpn12-21.pdf

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Co-Design Mindsets

There is more than one expert.

Everyone can be creative.

We can all listen.

From UX Booth, 2014. “Co-Creation: Designing With the User, for the User.”

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Co-Design Toolkit

• Recruit Script

• Welcome Letter

• FAQs

• Participant grid/matrix

• Process Template: objectives, duration, goals, criteria

• Value + Methods Framework

• Logistics + Facilitation Template

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Understand experience

Define problems/gaps

Frame opportunities

Develop ideas

Test ideas/ solutions

Narrow & shapesolutions

Discovery Ideation Try | Test Impact

Generate concepts

Design idealexperience

Define / PrioritizeSolutions

Pilot ’super-users’

Early adopters whenoperationalizedVa

lue

Met

hods

• Observations

• Shadowing

• Interviews

• In-home visits

• Empathy Mapping

• Journey Mapping

• Brainstorming

• Storyboarding

• Role Playing

• Enactments

Co-design (in-person + virtual)

• Prototyping

• Rapid Experiments

• PDSAs

• Enactments

• Simulations

• Pilot solution

• Measurement

• Change Package

Co-Design Value – Methods Framework

Questions?

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How is it going?

What have you tried?

What was it like?

How are you documenting what you learned?

What questions do you have about how to move your work forward?

Before We Meet Again…

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Register for Training Session 2 on Eventbrite

Lookout for a video from Chris on reframing your opportunity (end of March).

Upload Milestone #1 Slides to WeAreCatalysts.org • One team member uploads• By April 11

Reimagining the Waiting Room and Increasing Awareness of Social Services

La Maestra Community Health Centers

Co-Design Example:

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Understanding the Issue

A need to turn to patients to allow them to show/tell you their pain points

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Ideating Solutions

Gather team leaders, frontline staff, and patients for co-designing session

Strategies for effective co-design:

• offer incentives, • facilitators trained in

human-centered design,

• cultural and linguistic competency,

• plan various exercises that allow patients to express their ideas in different ways

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Imagining the Ideal Waiting Room

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Prototyping Solutions

“I do not feel as hectic when I start my work shift. Previously, there would always be a line of patients waiting to ask how long they had to wait. Now with this information provided the whole waiting room is much calmer and this helps the staff to deliver better care for the patients.”

-Nageli Luna, Lead PSR

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Collaborating with our end-users has allowed us to implement innovative solutions that really matter to our patients.