CHAMPIONS MAP
HEALTH INSURANCE TRENDS
CORPORATE TRANSFORMATION PLAN
CORPORATE TRANSFORMATION PLAN
1. Innovation model
CORPORATE TRANSFORMATION PLAN
1. Innovation model
2. Cultural transformation
Technology Resources
People
CULTUR E
?
DESIGN SPRINT
“A flexible time-boxed problem solving framework that increases the chances of making something people want.”
Blockchain - Smart Contracts to increase transparency with customers
Wearables & IOT
AR & VR based surgeries Nanotechnology (repair at cellular level and prevent diseases)
RPA & AI (chatbots)
Blockchain - Smart Contracts to increase transparency with customers
Wearables & IOT
AR & VR based surgeries Nanotechnology (repair at cellular level and prevent diseases)
RPA & AI (chatbots)
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST
DISCOVER
INTERPRET
IDEATE
EXPERIMENT
EVOLVE
Understand the challenge
Tell stories
Generate ideas
Make prototypes
Track learnings
Prepare research
Frame opportunities
Refine ideas
Get feedback
Move forward
WHY DESIGN SPRINT Design sprints solve the need for
CUSTOMER VALIDATION MAKING ASSUMPTIONS NEW MARKETS NEW DESIGN
BUPA NEEDS NEED FOR
1. Understand their customers and uphold excellence in customer care 2. Prevent illness, not just treat it 3. Face upcoming challenges in healthcare 4. Outpace competitors and disruptors in the industry
SCIENTIFIC METHOD
DESIG N SPRINT
DESIGN PROCESS
AGILE PHILOSOPHY
BUPA SPAIN Spanish healthcare market is led by Sanitas, which offers an integrated healthcare model that includes:
● ● ● ● ●
Healthcare insurance Hospitals Medical centres Dental clinics Care homes
Choosing the Madrid HQ staff for Spain will present a good opportunity to test a new solution for an already strong customer base.
LOCATION IFEMA Madrid 12 congress and event rooms that fit from 70 to 200 people Location is crucial to allow Bupa employees to immerse themselves fully into the design process without distractions from their day-to-day tasks. However, it is close enough to HQ for any necessities of the employees.
AGENDA Four week design sprint Week 1
PREPARATION
Week 2
UNDERSTAND
DIVERGE
Week 3
PROTOTYPE
Week 4
TEST
DIGEST
CONVERGE
BUILDING THE PROTOTYPE
DEBRIEF
AGENDA Week 1
PREPARATION
Week 2
UNDERSTAND
DIVERGE
Week 3
PROTOTYPE
Week 4
TEST
Management participation
DIGEST
CONVERGE
BUILDING THE PROTOTYPE
Golden rule Bupa employees participating get first and last hours of the working day to complete Bupa-related tasks to fully commit to design sprint
DEBRIEF
Core team (15-50 people)
Designers and engineers
CHALLENGE 1. Understand their customers and uphold excellence in customer care 2. Prevent illness, not just treat it 3. Face upcoming challenges in healthcare 4. Outpace competitors and disruptors in the industry
5. Implement wearable tech and IoT
RESEARCH CONDUCTED
● ●
●
Customers Employees and coworkers Stakeholders
● ●
● ●
Interviews & research Design sprint via culture transformation plan Creating prototypes Allocating budgets & implementations
PROBLEM SOLVING NETWORK PROBLEM
SOLUTION
Enhancing healthcare system with wearables and IoT
Potential for customer centricity through API, RPA foundation (Robotic Process Automation) & blockchain to speed up lagging processes
Building transparency between customer & company
Putting our customers front and centre Engaging and empowering our people to deliver for our customers through digital transformation
Outperforming competitors
Maximising value through healthcare coordination Expanding into related business lines via wearables
19 year old communication student at Universidad Complutense de Madrid. She loves to keep fit and stay healthy by exercising regularly, eating healthy and going to the clinic to get checked regularly to make sure that everything is good and balanced inside her body.
Carolina Gomez
Archetype: The Sage Motto: The truth will set you free Core desire: to find the truth. Goal: to use intelligence and analysis to understand the world. Biggest fear: being duped, misled—or ignorance. Strategy: seeking out information and knowledge; self-reflection and understanding thought processes. Weakness: can study details forever and never act. Talent: wisdom, intelligence. http://www.soulcraft.co/essays/the_12_common _archetypes.html
Needs: * To get body checks regularly to make sure she is healthy and prevent diseases
* Fast experience at the hospital (appointment booking and at the hospital too) * Keep in touch with the doctor to ask questions after the appointment *Always improve daily lifestyle for the better
Opportunities: * At home body checkup experience * Faster way to book appointment and faster in hospital experience
*Have a post appointment service where customers can converse with the doctor through the device *Prevent any illness/infections
43 year old primary school teacher who has type 1 diabetes. She hates going to the doctors, especially when it is for mini check ups (not important ones) as she has been going since she was young and just got over her fear of needles.
Elena Gil de la Vega
Archetype: The Rebel: Motto: Rules are made to be broken Core desire: revenge or revolution Goal: to overturn what isn’t working Greatest fear: to be powerless or ineffectual Strategy: disrupt, destroy, or shock Weakness: crossing over to the dark side, crime Talent: outrageousness, radical, freedom The Outlaw is also known as: the rebel, revolutionary, wild man, the misfit, or iconoclast. http://www.soulcraft.co/essays/the_12_common _archetypes.html
Needs: * Measure, check and control her blood sugar several times a day * Take insulin every day / needs a reminder * Comfort of being in her home to cope with her fear of needles
*Quick and easy testing, not to waste time in checkups due to her job responsibilities
Opportunities: * Tracking her blood sugar level *Create a easier way for diabetes and other that has lifetime illnesses to do check up *Avoid complications in medication due to fears *Go-to product that every generation can adapt to
NEEDS
Faster and less intrusive way to deal with booking service & hospital visits
Reminders to take medicine and be able to track recovery process
Post-appointment service via devices
IDEATION
IDEATION SCAMPER
S C A M P E R
SUBSTITUTE Ideate around consumer needs
COMBINE
ADAPT MODIFY PUT TO OTHER USE
ELIMINATE REVERSE
1. 2. 3. 4.
How to do regular checkups Reduce waiting time to get tested Reduce process of admittance to clinic Comfort 5. Personalised care
IDEATION TESTED IDEAS 1. App that reminds people to get check-ups, take medicine, improve health 2. Wearable device to keep track on health status 3. RFID tag for immediate admittance to clinic
PROTOTYPES
FINAL SOLUTION
PRODUCT
HEALTH BAND
PRODUCT * Heart Rate * Blood Pressure * Body Temperature * Sleep Patterns * Physical Activity
PRODUCT
Fast Check in to hospital
PRODUCT
* Medication Alert * Other Reminders * Diet / Lifestyle Suggestions * Book Appointment
PRODUCT Geolocation to check: * Closest Hospital * Closest Pharmacy
PRODUCT
IoT
PRODUCT
* Blood Type * Allergies * Notify Emergency Services * Donor Status
PRODUCT User receives Home Kit
PRODUCT User receives Home Kit: Health Band
PRODUCT User receives Home Kit: Health Band
Micro-USB Charger
PRODUCT User receives Home Kit: Health Band
Micro-USB Charger Instructions leaflet
PRODUCT User receives Home Kit: Health Band
Micro-USB Charger Instructions leaflet Personal code to connect mobile device app to wearable
USER JOURNEY
User purchases Home Kit and Health Band
User gets a general health check with doctor through Bupa
Vital data (blood type, allergies, etc.) transferred to Health Band, to be used for emergencies
Health band will track health status (heart rate, blood pressure, etc.) and report to complementary app Data from app will appear on doctor’s user health tracking platform Health data circulates across devices and platforms
TESTING SOLUTION
MVP
by
MVP
by
MVP
by
Health Band 62,200
12,150
IMPLEMENTATION
FINANCIAL PLAN
Video consultancy 24h with specialist
Health programs by video consultation: personal trainer, nutritionist, maternal and child program, etc.
Medicine home delivery
Analytics at home
FINANCIAL PLAN Insurance Price Basic Insurance Price
€23.50
Blua Price Today
€27.90
Health Band Price
€85.00
Health Band Price per Month
Future Blua Price Insurance Price + Blua
€7.08
€34.98 €58 *Price per month
FINANCIAL PLAN Health Band Implementation Year 1
Year 2
Year 3
Year 4
Year 5
Insurance Price + Blua
€701.80
€701.80
€701.80
€701.80
€701.80
# of Customers
275,000
385,000
539,000
754,600
1,056,440
110,000
154,000
215,600
301,840
€192,995,000
€270,193,000
€378,270,200
€529,578,280
€741,409,592
€23,375,000
€9,350,000
€13,090,000
€18,326,000
€25,656,400
€150,000
€60,000
€60,000
€60,000
€60,000
€169,470,000
€260,783,000
€365,120,200
€511,192,280
€715,693,192
# of New Customers Revenue
Health Band production cost Sofware development cost Total Revenue
-
FUTURE OF HEALTH BAND
FUTURE NEEDS
At home body checkup experience
Easier checkups for life-long illnesses
Personalized Care
FUTURE SERVICE Personalized at home kits Monthly / yearly measuring & tracking
Detailed blood tests at home ○ Cholesterol ○ Blood sugar ○ Liver function ○ Iron profile ○ White cell count Monitoring life-long illnesses: Diabetes, Thyroids
FUTURE SERVICE
2018: Q4
2019: Q2
THANK YOU