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Cases 5/5: Case Studies from the Frontlines of Design Innovation Management
4:00pm - 4:15pm
Development of JIT patient-specific implants: design-led approach to healthcare and manufacturing transformation in an Australian context
University of Technology Sydney, Australia
Design thinking and human-centred design is often discussed and utilised by teams and organisations seeking to develop more optimal, effective or innovative solutions for better customer outcomes. In the healthcare sector the opportunity presented by the practice of human-centred design and design thinking in the pursuit of better patient outcomes is a natural alignment. However, healthcare challenges often involve complex problem sets, many stakeholders, large systems and actors that resist change. High-levels of investment and risk aversion results in the status quo of traditional technology-led processes and analytical decision-making dominating product and strategy development. In this case study we present the opportunities, challenges and benefits that including a design-led approach in developing complex healthcare technology can bring. Drawing on interviews with participants and reflections from the project team, we explore and articulate the key learning from using a design-led approach. In particular we discuss how design-led practices that place patients at the heart of technology development facilitated the project team in aligning key stakeholders, unearthing critical system considerations, and identifying product and sector-wide opportunities.
4:15pm - 4:30pm
Discovery – co-designing the software requirements for use in Community Dental Services in the NHS
1Newcastle University UK; 2NHS
1. A dentist working in Community Dental Services (CDS) in the Northumberland Healthcare Trust of the NHS wanted to develop open source software to use in their clinics since most of the systems that they currently use are paper-based. The question was, what should the software look like?
2. Here, where teeth are the easy part, oral health services are provided for patients with very complex or special needs or disabilities including autism, dementia and phobias. All NHS Trusts deliver these services and four Trusts with varying software systems agreed to second staff for half a day a week for six months to take part in the discovery. Co-design workshops were facilitated by the care analyst every second week and in alternate weeks staff were given tasks to do at their Trust clinics; observing, timing, collecting forms and data.
3. Each Trust has its own version of every piece of management form. At first people act as though their document flow represents the pathways that should be “automated”. Software specification in the NHS is often done by people without special skills or experience but persistent co-design delivered an agreed patient care pathway as well as an extended narrative for future software development.
4:30pm - 4:45pm
Applying design to gender equality programming
1Parsons School of Design; 2Fund for Gender Equality (UN Women)
This case study explores the application of design methods and tools in women’s rights programming and feminist grant making - both areas that are, despite growing interest and evidence on potential benefits, still rather underexplored.
In 2018, following its first independent evaluation and with the aim to increase its grantees‘ impact and capabilities, the Fund for Gender Equality, a grant-making mechanism of the United Nations Entity for Gender Equality and the Empowerment of Women, launched Re-Think.Experiment., an initiative exploring the potential for design to serve as a tool for innovation of programs.
Through providing training in key principles of the design process and a safe space for experimentation, nine women-led civil society organizations operating in eleven countries have been equipped with tools and methodologies tailored to their needs to address specific project challenges.
This case study introduces the context, process and initial results of the initiative and discusses whether hopes for design to serve as a tool to foster innovation were met. Furthermore, it offers a critical reflection on its limitations, the need for contextualizing tools, and growing opportunities by marrying design methods with other social innovation disciplines.
4:45pm - 5:00pm
Applying Equity Design to Address Oakland’s Homelessness Human Rights Crisis
Reflex Design Collective, United States of America
In this case study, we present a project of Reflex Design Collective, an experimental social equity design consultancy based in Oakland, California. Since founding Reflex Design Collective four years ago, we have reimagined the role of “designers” to transform relationships structured by oppression. To illustrate this reimagination, we present a case study of our work as ecosystem-shifters. In 2017, we facilitated a co-design innovation summit where unhoused Oakland residents led collaborative efforts to alleviate the burdens of homelessness, with city staff and housed residents serving as allies instead of experts. Our approach to design facilitation differs from a typical design thinking process by pairing our clients with those on the front-lines of social inequity in a collaborative design process. Specifically, we elevate the importance of democratized design teams, contextualized design challenges, and ongoing reflection in a design process.
We highlight successes of our design facilitation approach in the Oakland homelessness summit, including outcomes and areas for improvement. We then draw higher-level key learnings from our work that are translatable to designers and managers at large. We believe our approach to equity design will provide managers and designers an alternative mindset aimed to amplify the voices of marginalized groups and stakeholders.
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