Prototyping at West County Health Centers

Prototyping at West County Health Centers

Storyboard Examples at West County Health Centers

Center for Care Innovations 2017 / 3

Using images to communicate content agency wide. Images help us learn, grab people s attention, explain tough concepts and inspire. Our storyboarding communication videos have helped us tell stores while making the communication process more fluid. Center for Care Innovations 2017 / 4

https://www.youtube.com/watch?v=0fwqqcyuxmm&feature=youtu.be Center for Care Innovations 2017 / 5

When applying for grant opportunities, storyboards have helped us organize our thoughts into three parts: setting the stage, exposing the problem and showing our desired outcome. Center for Care Innovations 2017 / 6

Prototype Examples at West County Health Centers

Building a physical prototype allows you and/or your team to tangibly explore, understand and test new ideas. Pictured: WCHC Waiting Room Prototype Center for Care Innovations 2017 / 8

This exercise opened up dialogue around pain points our patients were experiencing in our waiting rooms. It also allowed us to empathize with our staff and patients and ultimately it sparked ideation around the patient waiting room experience. Center for Care Innovations 2017 / 9

Prototypes do not have to be 3 Dimensional. Something as simple as blueprints or hand-drawn sketches can demonstrate the core functionality of the product, workspace, etc. Center for Care Innovations 2017 / 10

Role Play / Enactment Examples at West County Health Centers

This exercise was a quick and tangible way for us to test an experience by getting into character and acting it out. Center for Care Innovations 2017 / 12

Walking through real scenarios while prototyping allow us to adjust prototypes and ideas on the fly. Whenever we prototype at WCHC we always follow it up with scenario enactments. Center for Care Innovations 2017 / 13

Designing engaging co-design sessions Make it a memorable experience Catalyst Training: Session 2 2018 Center for Care Innovations 1

Experience design framework Every experience has a series of key touch points. Look for ways to do each of these in a special way that makes it remarkable to your participants. Entice Enter Engage Exit Extend How you invite them, language, promise, mystery, etc. First impressions, welcoming, well-run Core activity that is participant centered, creative, fun or interesting. Thankful, on-time, parting gift, etc. Follow-up note, thanks, open to add'l feedback. Catalyst Training: Session 2 2018 Center for Care Innovations

Facilitating a Co-Design Session Sarah Kerr April 2018

Co-Designing for Wellness and Retention with providers

PLANNING Get clear on the why Executive Team support Be clear about pay Facilitators agenda Center for Care Innovations 2017 / 3

RECRUITMENT Spread the word WIDELY Get help Print invitations Email invitations Break room postings Staff meeting announcements Talk to people Identify champions Center for Care Innovations 2017 / 4

SETTING THE MOOD Make the room exciting and different Provide the tools of the trade Natural light and comfortable temp help Easily moveable tables/chairs Center for Care Innovations 2017 / 5

SETTING THE MOOD Center for Care Innovations 2017 / 6

Facilitating in a co-design framework Everything takes longer than you think it will. Model the behavior, give examples. Be transparent about the process. Center for Care Innovations 2017 / 7

Facilitating in a co-design framework Encourage dialogue, but don t get stuck. Be prepared to hear challenging feedback. Foster curiosity. Let people know what they can expect next. Center for Care Innovations 2017 / 8

THE RESULTS Center for Care Innovations 2017 / 9

THE RESULTS Center for Care Innovations 2017 / 10

THE FOLLOW UP Ask participants how they envision follow up. Document the good work. Synthesize the data, make a plan. Set reminders to check progress and circle back. Center for Care Innovations 2017 / 11

MORE TIPS Be as inclusive as possible. Make space for emotions. For maximum participation, hold multiple sessions at different times/locations. HAVE FUN! Center for Care Innovations 2017 / 12

Questions?

Making a Compelling Presentation Gain support for your solution Catalyst Training: Session 2 2017 Center for Care Innovations 1

Building support Even if you originally secured permission, it is your responsibility to build support for you project over time. Too often, lack of communication skills leads to questioning your efforts more than supporting them.

Use a narrative structure Taking advantage of our natural predisposition for story telling, a narrative structure tuned for innovative projects, greatly improves your probabilities of gaining support.

The 7-part innovative project story 1. Describe the desired future 2. Show why it isn t currently possible to have 3. Share what you learned from research 4. Describe 3 or 4 parts of your solution 5. Articulate the benefits of doing so 6. Present the negative impact of not pursuing 7. Ask for specific support Catalyst Training: Session 2 2017 Center for Care Innovations 4

An example Catalyst Training: Session 2 2017 Center for Care Innovations 5

1. Describe the desired future Behavioral health integration Catalyst Health System seeks to have seamless integration between clinical and behavioral care. Widely recognized that addressing behavioral health improves clinical outcomes Reduced costs Improves patient satisfaction Improves provider and staff engagement Catalyst Training: Session 2 2017 Center for Care Innovations 6

2. Show why it isn t currently possible to have Current practice is far away Clinical and behavioral providers don t work together Our practice hasn t acknowledged the need Lack initiatives to understand the opprotunity and challenges Catalyst Training: Session 2 2017 Center for Care Innovations 7

3. Share what you learned from research But we took a look Engaged current providers and staff Documented clinical and behavioral visits Brought in patients to discuss their experience Coordinating visits Integrating systems Cultivating awareness Catalyst Training: Session 2 2017 Center for Care Innovations 8

4. Describe 3 or 4 parts of your solution 4 initiatives to integrate behavioral health 1. Behavioral health basics for all 2. Information system therapy 3. Mind and Body patient campaign 4. Workflow mapping project with providers Catalyst Training: Session 2 2017 Center for Care Innovations 9

5. Articulate the benefits of doing so Benefits for Catalyst Health Systems 1. Simplified practice and schedule 2. Improved population outcomes 3. Become provider of choice for patients and staff 4. $125k net bottom line improvement Catalyst Training: Session 2 2017 Center for Care Innovations 10

6. Present the negative impact of not pursuing Penalties grow if we fail to act 1. Re-admittance penalties continue to grow 2. Lose patients from referrals to outside 3. Declining patient satisfaction 4. Increased staff churn from frustration Catalyst Training: Session 2 2017 Center for Care Innovations 11

7. Ask for specific support Next steps - pilot initiatives 1. Secured provider participation we need your OK. 2. $7500 to secure temp behavioral health staff 3. Monthly 1-hour all-staff summit to pilot behavioral health basics for all 4. Go ahead for IT integration assessment and prototype Catalyst Training: Session 2 2017 Center for Care Innovations 12

Thank you. Catalyst Training: Session 2 2017 Center for Care Innovations 13

Presentation Narrative Worksheet Catalyst Training: Session 2 2017 Center for Care Innovations 14

Thend Catalyst Training: Session 2 2017 Center for Care Innovations 15

Next Steps

Thank you, thank you! Please complete your evaluation forms.

The Catalyst Journey Center for Care Innovations 2017 / 3

What Now? Dream up many ideas to address the challenge. Draft a plan for how you ll test key features of your best ideas with users and stakeholders. Make quick, rough drafts of your ideas. Get the examples in front of people and incorporate their feedback -- repeat! Communicate with people outside of your core team about your project and why it s worth doing. Encourage people with diverse perspectives to contribute ideas. Prioritize which ideas to try first and which specific elements to test. Create and test at least three variations on your best idea(s) using sketches, scripts, mockups, and other tangible formats. Present a compelling story about your challenge to organizational leadership and propose next steps.

Action Items for the Next Workshop

Action Items for the June Workshop & Showcase 1. Generate and prioritize ideas with stakeholders. 2. Build 3+ rough prototypes of your ideas and incorporate stakeholder feedback. 3. Continue to document your process with quotes, photos, video clips. Bonus: Record people trying out your prototype! 4. Figure out which photos, video clips and quotes you want to use in your pitch at the showcase. 5. Draft a 7-10 slide deck (7 minutes). 6. Bring a laptop and one printed copy of your draft slides to the June workshop on Day 1. 7. Confirm your sponsor s attendance on June 28 th. Center for Care Innovations 2017 / 6

New Look to Activities & Action Items Page www.careinnovations.org/wearecatalysts/program

Check out our new Catalyst case studies! careinnovations.org/wearecatalysts/resources/

Thank you Teams, Coaches, Facilitators, and CCI Staff!

Onward!