Service Design For Healthcare
2013
Challenge
Our firm was contracted by Samsung Smart Health to develop a new business (service model and revenue) of healthcare delivery using Samsung CE/IT technologies specifically targeting chronic health conditions diabetes, Alzheimer’s, asthma, and cardiovascular health.
Our team led phased approach including discovery, synthesis, prototyping and testing for disease management/prevention services for outpatients navigating the medical system. My role on the team was service design lead and business model feasibility.
My Role & Approach
- 30 in-home ethnographic interviews with outpatients in 4 health segments across 3 select US cities
- 50 subject-matter expert interviews with physicians, insurance providers/payers, government, and hospitals
- Synthesis report and recommendations on user insights and product features
- 4 service design blueprints, 1 per health segment identifying touchpoints and critical moments
- 4 business models including cost/profit structure and value chain across government, hospitals, insurers, pharmaceutical companies and consumers
Deliverables
Results
Strategic investments in smart health along the product line.
Influenced strategy for the Samsung Health app experience.