Working Backwards. How Amazon innovates on behalf of customers. Angus McAllister Solutions Architecture Lead for Health and Local Government

Transcription

1 Working Backwards How Amazon innovates on behalf of customers Angus McAllister Solutions Architecture Lead for Health and Local Government 6 th September 2018

2 Why Innovate? Convergence of adverse factors: Aging population Rise of chronic, expensive conditions (diabetes, obesity, dementia, etc.) Protracted funding squeeze here to stay Sharp rise in medication costs Changing expectations for using services: Patient choice of how to engage health services Stakeholders need information in a way that suits them: At a time of their choosing In a place of their choosing On a device of their choosing

3 Introduction to Innovation at Amazon Innovation is in our DNA: Start with the customer and work backwards

4 AWS Pace of Innovation AWS continually expanding services to support virtually any cloud workload - now has more than 125 services covering: Plenty Compute Storage Networking Database Analytics Deployment Management Developer Mobile Internet of Things (IoT) Artificial Intelligence (AI) Security Hybrid and enterprise applications Virtual & Augmented Reality ,

5 Innovation Culture: Doesn t Discourage Failure AND Rewards Experimentation

6 Getting it Wrong is OK if you: 1. Make mistakes only once 2. Can change your mind easily 3. Experiment and iterate 4. Pay attention to anecdotes

7 The Working Backwards Process

8 To consider for Press Release Who is the customer? What is the need, problem or opportunity? Is the most important benefit clear? How do you know the need or problem? Does a customer testimonial reinforce the value?

9 Press Release - characteristics No more than 1 page Language understandable to a 12-year-old Testimonial expressing Wow! factor Assume customers will read only first paragraph Headlined last Leave more complex aspects to FAQ

10 Press Release Example Improving Winter Preparedness with the Care Q & A chatbot On Monday, Pintwich and Fortington CCG, working with Royvern County Council, launched a Care Q & A chatbot that hospital staff can use to find out what care packages are available for vulnerable people being discharged after treatment. This will help hospitals free up much-needed beds more quickly to enable other people needing urgent treatment to get it sooner. It was so stressful before, says Emma, a nurse at Pintwich NHS Foundation Trust Hospital. Before we had the Care Q & A chatbot, it was really hard to find out whether there were any care resources available to look after elderly people when they were discharged from hospital, so they d have to stay on, and we couldn t take in other patients. Now, it takes me just a few seconds to find out what care is available for them, and they re able to leave as soon as they re medically fit. The Care Q & A chatbot is being provided to all hospitals that Pintwich and Fortington CCG commissions services from, and will be extended to Mental Health Trusts by mid-2019.

11 FAQs Where the details live Customer view: what questions will come up? What is it? What will excite me about it? Internal stakeholder questions: Will it improve patient outcomes? What will it cost? What are the obstacles likely to be? Is it secure?

12 FAQ Example Customer FAQs: Q: What is the Care Q & A chatbot? A: It s an AI service that enables hospital staff to find out what care packages are available for vulnerable patients when discharged from hospital. Q: How much detail can I specify in the care package my patient needs? A: Quite a lot, and the amount will be increasing all the time as it learns more about care needs and what is available to meet them. Internal Stakeholder FAQs: Q: What will it cost? A: About 3K in third-party consultancy to set up, and 25/month to operate Q: Is it secure? A: All parties involved in its creation and operation comply with IGT Level 3

13 Visuals

14 Next step - Feedback Some tips for this session: It s a discussion to refine the idea and thinking Be candid Respectfully challenge Speak up if you don t understand something Speak up if you don t see the benefit for the customer Don t compromise for the sake of social cohesion

15 Demos Care Q & A Chatbot Mental Health Alexa Skill

16 Scaling to Operational Status Technology Readiness Levels PoC-Building straightforward (especially so using AWS) Well-funded (relatively) Full-scale Dev & Test, Ops: Very hard to do Generally under-funded Needs cross-functional collaboration Try Working Backwards Scale & Agility in AWS System Test, Launch & Operations System/Subsystem Development Technology Demonstration Technology Development Research to Prove Feasibility Basic Technology Research TRL9 TRL8 TRL7 TRL6 TRL5 TRL4 TRL3 TRL2 TRL1 Adapted from:

17 Barriers to Innovation adoption Capital required for infrastructure and tooling Risks to large project success Requirements specified precisely in advance with Fixed Price Waterfall-style approach pursued Risk pushed to contractor (and hence priced accordingly) Success measured by adherence to specs, not business outcomes Siloed thinking not my job Mismatch of resources available for TRL1-7 and TRL8-9

18 Accelerating Innovation Reduce cost of experimentation minimise required infrastructure investment Iterate through multiple options faster and cheaper Use results of PoC to build business case for production Create cross-functional 2-pizza teams for adoption Delegate budget and decision-making to these teams

19 Start with the customer and work backwards Thank you for your engagement