Deeply Human: Healthcare Innovation Begins and Ends with People

Chris Finlay Director of Experience and Design Innovation United Health Group

Innovation is deeply human

Find the human signal

Time Wave Focus

Pre-1845 Commodities Markets & Trade

1830-1900 Expansion Manufacturing, transit, storage

1900-1950 Quality of life Chemistry, technology, distribution

1950-1990 Engineering Faster, cheaper, better everything

1990-Current Service People’s interactions

Critical design is often invisible

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Innovation management is where quality management was 40 years ago.

People do things to feel stuff

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From 1990 to 2012, the number of workers in U.S. health system grew by nearly 75%. With 0.6% decrease in productivity, annually. —New England Journal of Medicine, 2013

Who is coming for your business?

From 2010-2025 $1 trillion of value will move from old models to new patient centered models.

—Oliver Wyman, global management consultancy, 2012

Improved Outcomes

Improved Cost Total spending dropped a net of 12.3%; Driven mostly by large decreases in hospital admissions, ER visits, & outpatient procedures

Improved Experience

Resulting in

Innovation is simple as it is complex

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Helping people live healthier lives.

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•   ~133,000 employees

•   24 million personal health records

•   18 years of clinical data, covering ~100 million lives

•   750 million transactions through our portal and mobile apps annually

•   Touching 90 million people’s lives

•   Presence in all 50 states & international

•   Database with over 170 million unique consumers

•   Connected to over 754,000 health professionals, 66,000 pharmacies, 5,400 hospitals, & 900 labs

•   $300 billion in billed health care claims managed annually

•   200 million claims and more than 1 million calls per day

Invent the future, learn from the past.

Corporate values

Culture training

Performance evaluation

Corporate communications

Innovation Day

UnitedHealthCare Optum

UnitedHealth Group

E&I M&R M&V C&S Insight Health Rx

Shared Services / Innovation Council /

Embed innovation

People are not their health condition

Empathy takes practice

Obvious rarely is

Speak human

Cheap never is

Companies move as fast as they learn

Understand the process

Design thinking defines the value to be delivered

Experience design sets the strategy for delivery

Product & service design how the offer is made

Make to think

Put people first

Collaborate often

Practice discovery

Experiment daily

Understanding the innovation mindsets

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Making it real

31% improvement in satisfaction

74% improvement in trust

24% improvement in effort

90% net promoter score

This moment is special

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Key Takeaways 1. Innovation is deeply human

2. People do things to feel stuff

3. Innovation is as simple as it is complex

4. Companies move as fast as they learn

5. The moment is special