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LIVE/LOVE INNOVATION
a simple update from ILN Coaching & Consulting
Vol. 11, Issue 9 Last week, I delivered a keynote to a federal agency on healthcare customer experience. I featured a success, a flop, and a “we’re not sure yet” as case studies. But it was the flop that generated a LOT of questions. Specifically, how do you fail forward in a risk-averse environment? When thinking about failure, most zoom up to the most catastrophic - the project failed, the initiative petered out, or even worse, someone was hurt. The message on failure should be connected to the level of failure. Failing early and cheaply in service of derisking the more expensive phases of innovation and increasing the overall chances of success. This is the level of failure that is most beneficial. I am not a proponent of celebrating failure; that feels contrived. However, we must encourage the sharing of failed experiments and the learnings that came from them. As a leader, I find it suspect if I don’t hear about them. Happy Innovating! Chris McCarthy, Founder
Need assistance? Book time here. 🛜Design for Dignity Virtual Thursdays Launching the ILN/Beneficent Design’s virtual series, deepening explorations started at Design for Dignity in Boston. They are open to all! November 7 @ 9 AM Pacific Time
Remixed! Juhan Sonin and Amy Heymans will “remix” their keynotes on designing experiences that yield both health and social impact. Details here. January 23 @ 9 AM Pacific Time
Systems, Design, and ACEs in the Lower Russian River. Join Dana Pederson and Chris McCarthy as they explore a unique effort to systemically reduce ACEs in unexpected ways. Details are coming soon! ✅Lessons from My Keynote on Customer Experience It is exciting to see the federal government continue its journey of human-centered design. To help launch their customer experience summit, I shared many insights, but these are the top five: Transformation is Hard, but with HCD and customer experience techniques, it's a lot more fun. There are few approaches where human needs, wants, and, dare I say, delight are front and center. Customer Experience is a Choice. You are either doing it or not. And the “not” can yield some wacky designs. Get Good at the Basics. Line up several “low hanging fruit” projects quickly and in succession so that skills can be rapidly built and become ingrained. Too many never get the chance to really apply what they’ve learned. Impact Over Method. We do this work for impact, not just to celebrate method. Often, this gets flipped, and it’s a turnoff. Failure is the Seed of Future Success. Sometimes, the reason for failure is timing. At other times, it helps with learning and quick pivots. In either case, early failure is needed to get to future success.
💯Project 100 Launches its First Efforts If you’ve been following along with this ACE reduction effort in the Lower Russian River, you’ll be excited to hear we’ve officially flipped from System Thinking to Human-Centered Design. The community, using their system map, launched several efforts. We are in the early stages of user and stakeholder research, but we are targeting Spring ’25 for the first tests. For example, one opportunity is to untangle and streamline getting needed nutrition. To see the many efforts, explore Project100.info 🤖More Takeaways Safety Net Innovation Summit on AI & Trust Edited from CCI’s President, Sofi Berkavist, post on LinkedIn: TRUST: Trust, trustworthiness, and health equity are terms used by many commercial actors without engagement with the healthcare providers that have built trust in the community. Trust takes a long to build and is quick to lose. INCLUSION: It is critical for the development and adoption of AI solutions in health. Mitigating bias requires that we move far beyond AI solutions that are trained on datasets of affluent population groups. Safety Net providers face many challenges that AI solutions can address. AI solutions have the potential to address health inequities, but we are not there yet. COLLABORATION: There is an urgent need to build capacity in the Safety Net, and that should be done in partnership. Some of the immediate needs are data governance structures, policies, and procedures to test and catalyze the safe adoption of AI solutions.
💁🏻♂️Where is that ILNer now? Jeff Wetherhold
After devoting much of his career to change management and improvement, Jeff realized that too many teams learn how to design changes but never learn how to help others navigate them. He is committed to helping teams get better at what he sees as the harder part of change: translating plans into results at scale, one conversation at a time. He joined the ILN in 2012 while a staff member at the Institute for Healthcare Improvement (IHI). Since then, he has supported hundreds of mission-driven clients in planning for and speaking to change. Jeff is currently IHI faculty and a member of the Motivational Interviewing Network of Trainers. Reach out to Jeff anytime! Sparks: (Sometimes) Cool Stuff 🐘AI & Elephant Collisions: I love novel use cases. In India, an AI detection system alerts trains to break, preventing them from hitting herds of elephants crossing the tracks. 🐸Star Trek Frogs!? This is my favorite story of the year. I love sci-fi and nature stories. What could be better than frogs that make Stark Trek noises and then are officially named after the great seven captains? 🕷️Weird Brand Costumes: Yeah… trick or burrito?
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