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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

Profile for Balsam Aoun

Masters Project | Corporate Innovation Bupa Health Insurance  

Masters Project | Corporate Innovation Bupa Health Insurance  

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