L7 Innovation Management in a Digital Age

Individual Report
Contents
Introduction:...............................................................................................................................................3
How Technology Enables the Innovation.................................................................................................3
Innovation Classification..............................................................................................................................3
Reasons for Radical (Disruptive) Classification........................................................................................3
Secondary Market Research Findings..........................................................................................................4
Research Instrument...................................................................................................................................5
Customer Persona Canvas...........................................................................................................................6
Customer Journey Map...............................................................................................................................7
Solutions Canvas..........................................................................................................................................8
Change Management Approach: Agile Transformation..............................................................................9
Conclusion:................................................................................................................................................10
References.................................................................................................................................................11
Appendix: Customer Perception Survey....................................................................................................14
Introduction:
The selected industry for innovation is the healthcare sector, with an attention on the
existing service of remote patient monitoring. Remote Patient Monitoring (RPM) refers to a
significant kind of telehealth in which healthcare providers monitor patients outside of a
traditional clinical setting (Sasangohar et al., 2018). Additionally, it encompasses the utilisation
of technology to gather health and medical-related information from individuals in one location
and electronically share that data safely with healthcare providers in different locations for
making assessments and recommendations.

How Technology Enables the Innovation

Technology is of key significance for shifting traditional practices of healthcare (Kraus et
al., 2021). The adoption of smart sensors, wearable devices, and mobile applications allows
continuous monitoring of vital signs, overall health status, and medication adherence of patients.
This real-time data transmission contributes to healthcare professionals to remotely monitor and
evaluate the conditions of patients, allowing for timely interventions and customized healthcare
strategies (Anikwe et al., 2022). The integration of technology in remote patient monitoring not
only increases the effectiveness of healthcare delivery but also offers patients greater autonomy
over their health. The innovation facilitates a move from episodic and reactive care to a
continuous and proactive model of health, enhancing better well-being and overall patient
outcomes.

Innovation Classification
The innovation in remote patient monitoring can be classified as a radical (disruptive)
transformation within the sector of healthcare. This classification is justified by the substantial
departure it makes from traditional models of healthcare and the fundamental changes it presents
to the delivery of patient care.

Reasons for Radical (Disruptive) Classification

 The innovation fundamentally moves the healthcare paradigm from conventional,
facility-based care to a decentralized model.
 It disrupts traditional models by challenging the necessity of frequent in-person visits
and hospitalization.
  Remote patient monitoring changes the dynamics between healthcare providers and
patients by offering continuous, real-time data (El-Rashidy et al., 2021).
 The incorporation of smart sensors and wearable devices allows decentralized data
collection, enabling healthcare professionals to examine patients remotely (Kalasin and
Surareungchai, 2023).

Secondary Market Research Findings

The telehealth domain is experiencing a significant increase because of the developments
in technology and the need for remote healthcare services (Taylor et al., 2021). It was identified
that significant advances in IT have been carried out with regard to collecting, storing, process,
analysing, and distributing data allowing new forms of healthcare (Rajabion et al., 2019). The
exploration of technological development, especially in sensor technologies and wearable
devices, highlighted a growing sophistication in the abilities of health monitoring tools (Loncar-
Turukalo et al., 2019). Wearables, equipped with biosensors have become more precise, user-
friendly, and capable of transmitting a diverse range of health data. The study (Awad et al.,
2021) identified a notable growth in the use of healthcare solutions, suggesting a move in the
healthcare industry towards more remote and digitally enabled services. These trends resonate
with the wider acceptance of technology in healthcare, surfacing the stage for innovations such
as remote patient monitoring.

One of the predominant details extracted from the study (Dhungana et al., 2021) was the
escalating burden of chronic diseases. Conditions like respiratory illnesses, cardiovascular
diseases, and diabetes, are on the rise, calling for solutions that provide continuous monitoring
and proactive arrangements. This finding underscored the relevance and potential effect of a
remote patient monitoring solution. The study (Philip et al., 2021) revealed the evolving
regulatory environment, with healthcare authorities progressively recognizing and regulating
remote patient monitoring technologies. This move suggested a favourable landscape for the
integration of such innovations into mainstream healthcare activities. Insight into the evolving
dynamics of patient engagement appeared as a crucial aspect (Maia et al., 2023). Moreover,
patients are becoming more proactive in dealing with their health, seeking solutions that provide
a greater degree of customization, empowerment, and convenience. This finding laid stress on
the significance of designing a solution that aligns with patient expectations and preferences.
 The study (Mosnaim et al., 2022) underscored the economic implications of remote
patient monitoring, with potential cost savings associated with decreased hospitalization and
better management of chronic conditions. This economic aspect became a crucial factor in
acknowledging the sustainability and feasibility of the innovation. Remote monitoring has
appeared as a useful and viable care delivery method to improve chronic disease management.
The result of the study (Ahmad et al., 2022) conducted to investigate the economic evaluation
and costs of remote patient monitoring for cardiovascular diseases identified RPM as a
potentially cost-efficient tool, especially for long-term CVD management. Based on these
findings, the selection of customer personas was informed by a strategic alignment with the
explored market trends and requirements. Three distinct customer personas were crafted to
represent major segments that stand to benefit importantly from remote patient monitoring.

1. The Empowered Chronic Patient

In response to the growing burden of chronic diseases, this person seeks greater control
over their values convenience, and health, and is technologically literate, making them an ideal
candidate for continuous remote monitoring.

2. The Proactive Health Enthusiast

The study revealed an increasing segment of individuals proactively investing in their

health. The proactive health enthusiast persona reflects a demographic that adopts wearable
technologies and seeks customized details to optimize their well-being.

3. The Caregiver Advocate.

Acknowledging the significance of encompassing caregivers in the healthcare journey,

this persona is characterized by a commitment to the well-being of their loved ones, actively
interacting with technology to ensure the best care outcomes.

Research Instrument
The Customer Perception Survey acts as a comprehensive research instrument proposed
to collect useful details from potential customers about their perceptions, expectations, and
preferences related to the innovative remote patient monitoring solution the survey is structured
 to capture both qualitative and quantitative data, offering a holistic knowledge of customer
behaviours and needs. (See Appendix 1 to view the Customer Perception Survey).

Customer Persona Canvas

Name:_ Sarah Thompson__ Name: __David Rogriguez___ Name: _Olivia Lewis__

Title:_Financial Analyst (Empowered Chronic Title: IT Consultant (Care-giver Advocate)_ Title: Fitness Instructor (Proactive Health Enthusiast)
Patient)___ _

Attitudes & Background Attitudes and background Attitudes and background

 Health-conscious,  Detailed-oriented, • Fitness-oriented,
proactive, and values compassionate, and health conscious, and
independence tech-savvy technology enthusiast
 Diagnosed with Type  Caregiver for his • Regularly engages in
2 diabetes, administer elderly parents with wellness activities and
a busy job chronic conditions) fitness practices.

An
JTBD: JTBD: JTBD:
 Check blood glucose levels regularly  Monitor the health metrics of his  Check multiple health metrics for
and seamlessly integrate health data parents remotely and get alerts on any holistic well-being and exchange
with healthcare providers critical health changes health information with fitness
 Interact with a community of  Advocate for the employment of trainers for tailored guidance.
individuals dealing with diabetes technology in elderly care.  Share fitness challenges and
 Feel empowered by taking control of  Experience a sense of fulfilment in achievements while connecting with
diabetes management. offering the best care and find a community.
What he/she says: comfort in technological solutions.  Find fulfilment in utilising advanced
“I wish a tool that support me deal with my What he/she says: technology for well-being
diabetes proactively. It is significant for me to “I require a device that keeps me informed What he/she says:
have real-time insights into my blood glucose concerning my parents’ health when I’m not “I wish a solution that resonates with my
levels. I give value to convenience and around. It’s crucial to have a solutions that fitness objectives and overall well-being. I
independence in managing my health” integrates with their existing healthcare value the integration of technology in
services.” optimising my fitness routines. ”
Customer Journey Map

Customer Journey Map

Sarah Thompson
1 2 3 4 5 6 7 8

Awareness
Step and
Initial
Reach: Engagement:
Decision to
Adopt:
On-boarding
and Setup:
Daily Usage:
Actively
Integration with
Healthcare
Long-Term
Engagement:
Advocacy and
Referral:
Sarah becomes Registers for the employs the Providers: Maintains Becomes an
Shows Evaluates the remote Integrates the consistent advocate for
aware of the solution to
remote patient interest in the advantages of monitoring
check blood
solution with her utilisation for remote patient
solution and continuous service and sets healthcare long-term monitoring and
monitoring glucose levels diabetes
an solution consult with blood glucose up
devices
wearable
in real-time
provider’s system
for streamlined management.
refers family and
friend.
healthcare monitoring data sharing.
provider

Pain Points/ Limited

Concerns Sorting out Learning Potential Potential Ensuring Addressing
Challenges awareness of the
regarding the scepticism curve during frustration if resistance motivation scepticism
diversity of
initial setup regarding the the process of the solution from for long-term and concerns
available remote
process and does not offer diabetes
patient reliability and on-boarding, healthcare of family and
real-time data
monitoring the solution’s accuracy of such as providers to management friends who
or if there are
solutions for integration continuous establishing integrate the and sustained may be
discrepancies
diabetes with her blood glucose wearable data of engagement hesitant to use
in the data
management. existing monitoring devices and remote through the the
extracted.
diabetes technology. navigating the monitoring solution. technology
management features of the into their for their own
routine. mobile existing chronic
application. systems. condition
management.

Customise these steps to reflect the

journey the customer takes with your
product or service
 Solutions Canvas

Jobs To Be Done: Check blood Business Model Chosen: Freemium model with
glucose levels regularly and Business Solution Chosen: A premium features
seamlessly integrate health data chosen solution is AI-Powered
with healthcare providers.
Diabetes Management App that
Interact with a community of
individuals dealing with uses machine learning algorithms
diabetes. Feel empowered by for customised dietary
taking control of diabetes suggestions.
management

POTENTIAL SOLUTIONS: ASSUMPTIONS: UNCERTAI IMPORTANCE

Solution 1: Digital NTY
Continuous Glucose Assumption 1: HIGH Assumption tested
Users will find AI- LOW
Monitoring (CGM) generated dietary
System: suggestions precise
and useful. Test 1 Test 2
Solution 2: Telehealth Assumption 2: HYPOTHE AI-Generated EHR Integration
Diabetes Coaching Integration with SIS
Dietary Suggestions Acceptance
an electronic health
Program
records will be User survey on Pilot integration of HER
broadly accepted
Medium
Medium EXPERIM dietary satisfaction with a chosen group of
with AI suggestions healthcare providers
and seamless by ENT
healthcare
Solution 3: AI-Powered
providers. User satisfaction
Diabetes Management App TARGET scores Provider acceptance rates
Assumption 3: METRIC
Users will maintain High scores and
consistent ACTUAL positive feedback
engagement with HIGH RESULTS Mixed results, further
High arrangements required
the app for long-
term diabetes
management. Proceed with AI
INSIGHTS
DECISION suggestions Iterative improvements
needed.

Source: Goffin and Mitchell (2017, pg. 156)

Change Management Approach: Agile Transformation
Agile transformation refers to an important approach used to shift an organisation to agile
ways of working. It is about implementing agile protocols of efficiency and adaptability to
processes, teamwork, measurement, and collaboration across the business (Naslund and Kale,
2020). The healthcare environment is dynamic, and an agile approach allows for quick
adaptation to changing technologies and needs (Nazir et al., 2022). Applying digital solutions
needs iterative advancement and feedback loops, resonating with agile principles. Most
importantly, including healthcare providers, developers, and users in iterative cycles enhances
collaboration and ensures alignment with the needs of end users.

For Whom the Change is Being Managed

1. End Users: Empowered chronic patients like Sarah Thompson

2. Healthcare providers and development teams

Managing Change within an Existing Company

Impact on End Users (Patients)

 User Support: Create a user support system to fix queries and ensure a smooth user
experience.
 Education and Onboarding: Offer comprehensive onboarding and education support for
patients transitioning to digital diabetes management (Hernandez-Ramos et al., 2021).

Impact on Internal Teams:

 Healthcare Providers: Need support and training to integrate digital solutions into their
workflows.
 Development Teams: Require to adopt agile practices, continuous integration, and
collaboration with healthcare providers.

Potential Problems Envisioned:

1. User Adoption Challenges

 Solution: Establish user-friendly educational content and offer continuous help during
the onboarding phase.
2. Resistance from Healthcare Providers
  Solution: Engage healthcare providers early, fix concerns, and offer training sessions.
3. Technical Glitches:
 Solution: Create a responsive technical support system and conduct regular system
checks to explore and address technical problems promptly (Chan et al., 2022).
4. Data Security Concerns:
 Solution: Apply strong security measures, offer transparent information, and
communicate the significance of data security.

Key Considerations:

 Comprehensive training for end-users and internal teams, with ongoing support
mechanisms.
 Transparent communication about the risks, advantages, and ongoing progress of the
digital solution.
 Create mechanisms for continuous feedback from end-users and internal teams to inform
iterative improvements (Ebinger and Omondi, 2020).

Conclusion:
The Agile change management approach is chosen for its adaptability and flexibility,
significant for navigating the complications of applying a digital diabetes management solution.
The concentration is on generating a collaborative environment, addressing potential problems,
and ensuring a seamless transition for both end-users and internal teams. Continuous feedback
loops and strong support mechanisms are integral to the progress of this change initiative.
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Appendix: Customer Perception Survey
1. Age
 18-24
 25-34
 35-44
 45 and above
2. Gender
 Female
 Male
 Other
3. Location
 Rural
 Urban
 Suburban
4. Do you presently have any chronic health conditions?
 No
 Yes
5. On a scale of 1 to 10, how comfortable are you with employing technology in your
daily life?

1 (Being not comfortable) 2 3 4 5 6 7 8 9 10 (Being very comfortable)

6. How familiar are you with the approach of remote patient monitoring?
 Very
 Not at all
 Somewhat
7. What do you believe are the potential benefits of remote patient monitoring?
8. What features do you think are essential in remote patient monitoring solutions?
(Select all that apply)
 User-friendly interface
 Real-time health data tracking
 Data security measures
 Integration with other healthcare services
9. How important is the integration of the solutions with your existing healthcare
systems or providers?
 Somewhat important
 Very important
 Not important
10. What concerns, do you have regarding using a remote patient monitoring solution?
11. Would you be willing to adopt a remote patient monitoring solution for managing
your health?
 No
 Yes
12. What factors would influence your decision to adopt such as solution?