Summary
In an interconnected world, a medical device company is looking to stay competitive in the market by offering an interoperability solution to its clients.
The solution eases communication between devices and healthcare facility systems by integrating them, rather than using a custom solution for each device. Thus, healthcare providers are able to make decisions supported by reliable data.
In this scenario, the client was looking to determine how this new offering would fit into the company’s current siloed structure.
We helped them untangle the complexity by visualizing the future of the interoperability solution from a service and technical perspective.
Client
Multinational medical technologies corporation
Country
EE.UU
Duration
1 month
Role
Service Designer
Setting the groundwork
Due to the complexity of the initiative, the design team focused on understanding the aspirations, expected results, and threats they would encounter. For this reason, we conducted a series of semi-structured interviews with key stakeholders. The insights gained from these interviews were organized into key groups: current aspirations, objectives, and concerns for the interoperability initiative, as well as for the future workshop.
Interoperability solution ideation
The knowledge gathered helped us craft suitable exercises for a two-day on-site workshop that aligned with the client’s expectations. During the workshop, we covered the following aspects of the interoperability solution:
Stakeholder matrix
Mapping the actors of the service was crucial due to two critical aspects:
- The need to include current business units that would be part of the future solution, along with the new business unit.
- The complexity of the interoperability solutions involves multiple actors from the client side and healthcare provider facilities.
As a result, we identified three stakeholder groups: new business units, current business units, and healthcare provider facilities.
Value proposition canvas
We guided the client in choosing two relevant stakeholders who would enable them to describe the interoperability solution, its benefits, and the problems it solves.
The client selected Sales Leadership from the current business units as internal stakeholders, as they would be the solution’s ambassadors to the customers.
The second stakeholder selected was the IT Manager/CIO from the external stakeholders, specifically the Hospital Facilities. This actor plays a crucial role in the technical management and correct deployment of the interoperability solution in the current hospital systems.
Blueprints
On the second day of the workshop, we used the previously generated material as a basis to build the service blueprint. We created a full version for 2028 and an MVP version for 2025.
Together with the client, we mapped all the relevant phases and steps, including customer engagement, sales, deployment process of the interoperability solution, and post-sales service. We also closely examined current activities and tools that could overlap with the new solution.
Clarity gained
We processed all the material and information gathered and delivered a polished version to the client. The client recognized the potential of the generated material for generating internal buy-in.
As a result, the client bridged a significant gap between the idea and the solution by visualizing it through this engagement.
"We would never achieve this level of detail by just sitting 2 days in a room with some post-it, this leave us in a good position to negotiate internally."