Service Design in Healthcare and Health Insurance
Monday, March 16
4:15PM - 5:00PM
110 E 2nd St
One of the remarkable changes that the internet has brought is the design of services that are essentially massive, ongoing experiments. Every online site changes constantly, measures the outcomes, and adjusts accordingly. This is in stark contrast to industrial age processes that have more in common with bridge building than with internet service design. It was the failure to understand this paradigm shift that hobbled the design and execution of healthcare.gov, and that is increasingly important for both policy makers and business leaders to understand. And the change is far from over. The internet of things means that we can increasingly measure and respond to real world events, not just to online ones. And that is leading to a business model revolution that will deeply transform healthcare.