Embed Size (px)
Citation preview
DIGITAL TRANSFORMATION WHERE HEALTHCARE PLAYERS ARE
MISSING OPPORTUNITIES
@james_downes james_downes James Downes
JAMES DOWNES STRATEGY DIRECTOR @ PANCENTRIC
“Digital transformation is the profound and accelerating
transformation of business activities, processes,
competencies and models to fully leverage the changes
and opportunities of digital technologies and their impact
across society in a strategic and prioritized way, with
present and future shifts in mind.”
I-scoop
WHAT IS DIGITAL TRANSFORMATION
DIGITAL TRANSFORMATION
Put customer needs first
Think about the holistic customer/patient journey
Engage on their terms not yours
Focus on outcomes
DIGITAL TRANSFORMATION
Digital maturity goes from:
No-one ever goes backwards!
IGNORE BOLT ON EXPERIMENT EMBRACE TRANSFORM
WHERE IS HEALTHCARE
Public sector
Pharma Insurance Banking Media/ Entertainment
Telecom Retail Travel/ Hospitality
Digital leaders
22 27
31 32 36
37 42
49
70-80
Global average: 33
McKinsey & Company
Digital maturity varies significantly by sector.
Distribution of Digital Quotient score by industry (global), points, out of 100
CASE STUDY
FALLING BEHIND
Google are running ML on health data
Health Insurers are driving wearable tech
Flatiron Health are changing oncology
CASE STUDY
WHAT DOES TRANSFORM LOOK LIKE? The AA
Diverse business
60+ Mobile apps
Single feature app
Surfacing Internal Capabilities
WHY IT’S HARD FOR HEALTHCARE
You make big, long term bets, that is your culture.
You are solving some of the biggest questions around
You are heavily regulated
You are the “experts” in your field
CASE STUDY
WHY IT’S HARD FOR HEALTHCARE
Health 1.0 - The Golden Age Health 2.0 – Industrialised Medicine Health 3.0 – Up Close and Personal
WHERE ARE THE OPPORTUNITIES
Engage with your patients where
they want to engage
Solve their problems, not yours
You tell me
1
2
3
SERVICE DESIGN THINKING APPROACH
“Using the tools
designers have to solve
complex problems”
“Designing services to meet
the needs of customers
rather than the needs of
the service provider”
DESIGN THINKING SERVICE DESIGN
+
PHYSIYOU CASE STUDY
Physiyou
This led to two questions, will consumers use this, and will physiotherapists sign up their practice
Built a prototype MVP to answer these questions.
Growth hacked it and drove real customers to it
“As a fitness enthusiast I sometimes
need physiotherapy, but I am not sure
where to find a physiotherapist”
STARTED WITH A REAL CUSTOMER NEED
This led to two questions, will
consumers use this, and will
physiotherapists sign up their practice
CASE STUDY Built a prototype MVP to answer these questions.
Growth hacked it and drove real customers to it
• Real numbers to base a business
case on
• Proved both customer need and
Physiotherapist appetite
• Now market leading and ready for
the next steps
• …and lots of positive health
outcomes!
@pancentric Pancentric Digital
THANK YOU
Pancentric people
