The LearnLogic Podcast - With Nick Webb

In this first podcast, I'm going to do something that's incredibly brave. And that is describe innovation. You know, it's interesting in researching one of my first books nearly two decades ago, I was surprised to find that they were literally 1000s, of definitions of the word, innovation, you know, and certainly, if we can't find a universal description that's actionable, that provides real benefit, then we have a serious problem when it comes to innovation. Oh, yes. And we have a serious problem when it comes to innovation. And what I mean by that is that most organizations and most innovators fail, because they haven't really created a simple and actionable definition that transmutes ideas, and observations into something that has meaningful value to someone else. And you know, after all, that's really what innovation is all about. And I was even surprised to find that, when you take a look online and look at the top 10 definitions of innovations that actually came up in a search I just did before this podcast, it made me take pause. I mean, how many definitions is there for a I don't know, toaster? Probably one. So why do we have so many definitions of the word innovation, I think it really goes back to the fact that people try to make innovation plastic, it's the plasticity of the definition to fit their particular needs. I also find that organizations use the term innovation in a very gratuitous way. In other words, just about every organization has innovation in their mission statement, yet, most of these organizations are far from innovative. It's not just organizations that fail in defining innovation. It's also individuals, individual inventors, and designers and engineers. And the truth is, the majority of innovations are bad. In fact, according to the US Patent and Trademark Office, less than 1% of the patents that are filed, and that's about 3000 per week, ever reach any meaningful commercialization in the marketplace. Isn't that incredible. And I believe the genesis of innovation failure begins with an actionable definition for going to fix it that is. So in my recent book, The innovation mandate, I spent 40 years defining innovation, much of whiskey, which was from my own failed ideas. So here's what I believe is definition that you should consider. I believe that innovation is the creation of new value that serves your organization's mission. And customer.

Wow,

there's really five elements to this definition. The first one is creation, you have to make something, a new process, a new technology, a new software, a new approach, a new government, a new social order, a new community, a new whatever, it's the creation, we have to create something. The other thing that we have to do is we have to make sure that what we create is valuable. And that and from a perspective of technology, it has to be valuable to enough people for to constitute a meaningful marketplace. We also have to make sure that if we're doing this, that it ultimately serves the organization, if it's enterprise innovation, we're creating something for our company, our company needs to benefit from it. And sometimes these new things that we create in organizations aren't a product or a service, they're just a better way to serve our customer. 

Hi this is Nick Webb and welcome to the Nick Webb show. We're gonna talk today with Dr. Murray. Dr. Murray is a colleague of mine at Western University of Health Sciences. And I've always admired his expertise as an educator and as an education technologist and really is always kept up on you know, what are students looking for today? What is the future of education? And first, why don't we start out by maybe give me a little bit more of your background, Mary, and then we'll we'll go into what the changes are in education, what we need to do about it.

Sure. Thank you, Annika, thank you for the opportunity to discuss this absolutely critical topic and very, very apropos, given the times that we live in. So I have two master's degree and one doctoral degree. And I think I have the I've had the opportunity to really see the evolution of education, because my three degrees have been through several decades. And just to give an example, my very first master's degree, I used the state of the art, IBM Selectric typewriter to type my first master's degree, my second master's degree, which was done using a word processor, which was back in those days, the top notch tool that you use to write papers. And my doctoral degree, obviously was, you know, is using, you know, high tech technology and digital resources and digital library. So through my journey, I've really seen how much education has changed.

So yeah, I can, you know, certainly the way in which we can deliver technology, or that is information to students using technologies is really incredible. And it's really brought on this new concept of what we now call a synchronous training, or a synchronous education, where the old days, you had to show up to a lecture hall, listen to a professor rant for an hour, and then you would go to your next lecture hall. But today, we can deliver these programs asynchronously. In other words, when a student wants them, and they can take as much of the courses they want at any given setting. I mean, I think that's one really major breakthrough. Right?

Absolutely. And, like you said, earlier, Nick, is that the, the modality through which we've delivered the curriculum in the past, was 98%, through lectures. Now, through research, and through, you know, the looking at the outcomes of education, we found out actually that the lecture mode, in other words, the sage on the stage approach, right, really not that effective. So we effectively migrated out of that modality of teaching. And so now we are leveraging technology to really deliver much better reunion experience today.

Well, you know, as you know, I am really excited about one of my new businesses learn logic, and we've been working on this project for many, many years. And one of the things that we realized is that first of all students want value, they won't they, you know, they really want to be able to turn their investment of time and money into something that has a monetary return. They also want to eliminate friction. They want to increase speed, and certainly they want to increase relevancy. So I mean, even at since you and I both work at a medical school, I mean, we're even seeing that with our medical students now. Right?

Absolutely. And you know, there is one static one or one statistics that actually was very scary and sad to read. And that's the fact that 18% of the low wage workers these are like minimum minimum wage workers have a bachelor's degree. That is telling us that the value of education as it's tense today, needs to be changed because people with a college degree, still have not acquired the skills that would translate into job abilities of you. You know, professional abilities, which is why education really did today. And you mentioned this earlier needs to be transferred into a value based education.

Hi, this is Nick Webb and welcome to the last video of what is actually six videos on how we actually affect behavioral change. This one is on journey mapping. Now journey mapping means that every day we wake up and we have a series of learned behaviors and and experiences, some of which push friction against us and they bounce us around in our daily life. And if we don't understand our patients journey every day, it's extremely hard for us to be able to architect a path forward that is going to affect positive change in their life. Right. For example, some of our patients may not have access to healthy food they may be living in a in a food desert where quality natural, real food is not even accessible to them. For an example, we may find that there are various parts of their day journey, their their map across their day that provides unusual levels of stressors that really need to be dealt with, for us to clear the decks and to give them the opportunity for optimal health. 

So what I recommend to caregivers and what I recommend to patients, not as a physician, but as a lay person, I recommend that they really take a look at their day, you know, what are the things that you know, do you wake up and you immediately want to eat? And why do you feel like you have to eat immediately when you wake up? And why do you believe that two eggs and bacon and hash browns and toast is the right choice? Maybe there's another way to look at this? Can we start to look at the nuances of your daily behaviors so that we can start to change those from lunch to snacks to all of your entire day. Well, let's look at this let's look at mental health issues. Let's look at those stress sores. Let's look at access of quality. Food lists look at habitual behaviors that are very adverse to weight loss, I lost 22 pounds by really looking at all the things I talked about in this video and what I've learned from some of the greatest thought leaders in the world, we have to gamify weight loss and healthy lifestyles, we have to socialize it, we have to create personification. So we create solutions that are very specific for a patient type. We have to customize the engagement frequency and channel in order to make sure that we get the highest degrees of compliance. And lastly, and not leastly. We need to understand patients across their daily journey. And so I recommend working with patients to build out a daily journey map so we can talk about those behaviors and those stressors and those friction points to see how we might be able to clear some of those to get patients to a healthier state. 

So there you go. These are the five massive discoveries I found to be because look, stop eating go exercise voila, you've lost weight. That's the easy part right. The hard part is how do I do it? How do I really do it? And and actually commit to that because it's hard. So the answer is you have to leverage gamification. You have to leverage social engagement. You have to leverage personification. You have to leverage customization, especially in communication channels, and you have to build journey maps to understand their daily journey. I know this sounds like a lot. We're going to cover all of this in the upcoming documentary, Fixing Healthcare. I hope that this was interesting and something that you can apply in your life as a patient or as a caregiver, you can apply in your practice to be able to engage those special people that trust us with their with their health every day. Thanks so much for watching.

Hi, this is Nick Webb and welcome back to another episode of how we are going to fix healthcare. Today I want to talk about customization. Now in this video series, we talked about the incredible impact of gamification and game mechanics and the way in which we get patients to participate in wellness and health programs. Then we talked about the importance of social support systems and social engagement. In the last video, we talked about personification, meaning that we have to create great games that patients can win at and that they can lose out. And then we also have to connect that game to that player in order to get high degrees of transformative changes in their life. 

Now, again, I know a lot of this stuff sounds manipulative, but we're trying to leverage basic behavioral psychology in a way to get patients to healthier state, when I lost 22 pounds, I had to create a game, right that I wanted to play. I had to have social engagement and social support and social accountability. I had to create games that were connected to me and my personality type. And in customization, this is where we make sure the game is on the right frequency. And by that I mean, Millennials are digital natives. They were raised with a smartphone in their hand. So for them, it's completely second nature to use apps as a way of engaging to these various gamified, socialized and personified platforms. But if grandpapa wants to participate in this and get his blood pressure down, he may need a phone call. That's right, there's a thing called telephones. And that's maybe the communication means that we need to have to call grandpa to see how he's doing in his compliance to this journey. Now, Baby Boomers and Gen Xers, they've become pretty much digital natives. I don't think any of us want to see our cell phone go away anytime soon. So we're oftentimes somewhere in the middle. For an example, I tend to like email over text, whereas my kids tend to like text or snapchats over email. So there's slight variations. But if we don't know the communication channel, we won't be able to gauge the we will be able to create the engagement strategy that is going to get them to comply to wellness and prevention. 

So let's summarize. In this program, we've talked about the impact of gamification, and how it significantly improves the way in which we reduce fallout from compliance programs. There's been several studies already that are showing that when you gamify these solutions you get far better results. We talked about social engagement. We talked about personification. We talked about the customization of the channel in in this video. In the next video, I'm going to talk about something that's really important and that's understanding our patient's journey and connecting lifestyle change to that journey for the highest degree of compliance. Thanks so much for listening. I hope you watch all of the videos in this short video series so that you can get an idea about how to leverage gamification, social engagement, personification, customization and journey mapping to help your patients do much better.

Hi, this is Nick Webb and welcome to another part of our five part video on the way in which we're going to fix healthcare by getting people to a healthier state. Now, we talked about the impact of gamification. We talked about the impact of social engagement. In this short video I want to talk about personification. 

You know, one of the things I've learned as a father of four kids is that every one of my kids were motivated by different things. My oldest daughter was very motivated by just simply doing the right thing. So if I asked her to do something, she would do it because she knew that her father had made a reasonable request and she was very much all about doing what was right. Now my son on the other hand, he required a little bit more interesting games. I had to be able to really, you know, associate his access to his cell phone or his car, if he wanted, if he didn't do the things that I'd asked him, so I had to play games, that he could lose that. And I also had to make sure that he could win. So again, when we think about getting patients to a healthier state, it's so important that we connect the game to the player. Now, if I were to try to use the same game that I did, that I used on my son very successfully on my daughter, it would be very stressful for her and frankly, it wouldn't have worked. And conversely, if I tried to ask my son to take out the trash just because it was the right thing to do. Well, I probably would be taking out the trash myself. 

It's really important that we realize as we build out games, and as we build out social engagements, we have to understand and care enough about our patients to understand them at a level of ethnography, not just as a diagnostic node. Personification is the key to driving compliance. In the next video, I'm gonna talk about customization the way in which we leverage the connection and the communication channels in a very customized way to make sure that we're on the same frequency of our patients to drive higher degrees of compliance on weight loss and healthy lifestyles. Thanks for watching.

Hi, this is Nick Webb and welcome back to another episode of how we're going to fix healthcare. In this five part video, I talked about the importance of gamification and game mechanics. In other words, how it's going to impact the way in which we get people to a healthier state, and even to help them manage disease processes. In this short video, I want to talk about the importance of social engagement and, and the way in which we use social support systems to help people get healthier. 

Now socialization or social engagement can be connected to things like tools like apps, but it can also be part of building a community. Many people that have iWatches or Fitbits. They're part of a community that allows them to really and truly participate with dialog and with collaboration across the community, they get support, and they get backup from their social community. So if we really want to lose weight, and we really want to be successful in a weight loss journey, we have to build a success system around us in the form of a social community. So, I'd like you to keep that in mind as you're thinking about the way in which you're developing your solutions. If you're a patient, ask yourself if I'm going to get healthy, what is my social systems like. In my 22 pound weight loss in three months, I had my wife as a very important support factor, where we talked about weight loss, she helped me make good choices helped me avoid bad choices. And it was that social connection between people that cared and supported my journey that really made all the difference in the world. So gamification and social engagement, incredibly important. 

Now in the next video we're going to talk about personification and how personification can be used to identify the right types of motivators to make sure that we're connecting the right game to the right player so we can get patients to a healthier state. Thanks for watching.

Hi, this is Nick Webb and welcome to the video on gamification and game mechanics. And it's an incredible role in the way in which we're going to get patients to a healthier state. Now for some when we talk about using game mechanics to motivate a patient to comply with a wellness or preventative routine, it sounds manipulative in general. But the good news is, is that we can get 40, 50, 60% better compliance to a wellness routine, even to disease management, if we gamify it. So what is a game? Well, there's a lot of different ways in which we leverage games. I recently purchased a car that every once in a while pops up and gives me a bonus, telling me that I've saved eight miles per gallon by driving slower, right? So we know that when we have that kind of interaction when there is a pain associated with the cost of gas, there's a reward associated with saving money, that gamification changes my behavior. Right? So those are examples Las Vegas does this very successfully. In a Las Vegas casino, there are slot machines and the slot machines have trays, those trays have actually been acoustically engineered to be incredibly loud, why? They know that if you hear a slot machine being played, paying off in the casino, you're more inclined to have a sense of belief that you're going to get the jackpot. And of course, I could give many many examples of the impact of gamification. 

Now, the caveat to gamification and using compliance game mechanics is that it also has to be specific to the type of motivators or what we call patient personas. So we have to connect the game. In other words, the things they play with the player, the patient type. When we do that, it is incredible. It is absolutely incredible. I used a range of apps in my weight loss journey that gave me daily stats on how my progress was going. And because I saw progress, it incentivized me to want to see more progress the next day. Charting and gauges and dashboards work really, really well in showing patients how to get to a healthy state. If you take a look at things like Fitbit. The success of the Fitbit is based on game mechanics. Oftentimes people will compete with friends on their iWatch competition for the right persona type is an incredibly powerful game. I got 8500 steps today and you only got 4500 steps a day. I win. That's a game people like because they like to win at games. So as you can see, these may sound like manipulative tools, but they work and they help patients get to a healthier state. 

The other exciting part about gamification in healthcare is we can also use it as a way to drive disease management compliance, managing blood pressure and managing blood sugar for an example, gamification an important part of the future of getting patients to a healthier state. Now, stay tuned for the next video on the impact of social engagement on getting patients to a healthier state. Thanks for watching.

Hi, this is Nick Webb and welcome to another episode of Fixing Healthcare. You know, I'm so excited about what I'm learning from the most incredible thought leaders in the world as we're filming the film, Fixing Healthcare. Also in the research from my upcoming book, The Healthcare Mandate, I was able to discover some really, really interesting things that I'd like to share with you here today. 

Now, first of all, let me tell you a little personal story. When I started the process of filming this film, I realized that I was a complete and total hypocrite. I was talking about the importance of being an optimal health yet, I was 20 pounds overweight, and then it hit me I needed to lose weight. In fact, I started to move into a level of pre hypertension. I felt sluggish and really began to feel unhealthy. So I decided I was going to do it. And it was hard. Oh yeah. And then I tried it again and it failed. And it was hard and they tried to get it failed and was hard. And I kept trying it. And it failed. And it was hard, until I started to really apply the principles and the science behind weight loss. That really made me realize what we need to do if we're going to fix healthcare. The good news is I lost over 22 pounds in three months, I've never felt better and now a healthy lifestyle is part of my daily routine. 

Now, here are the five things that I want to talk about that is necessary to change the states of the patient populations health. Now remember, 60, 70, 80%, depending whose numbers you use of all costs associated with health care is self inflicted chronic disease. In other words, for the most part, most healthcare costs really are about patients eating their way into chronic disease. Now smoking, drinking, sedentary lifestyle and other aspects of the lifestyle definitely do impact it, but none as big as weight in general. So how do we get people to a healthy state? Now we're going to talk about this in the film, we have some amazing case examples, with some great evidence that this stuff really works. 

So here are the five things. Number one, we have to use gamification, or healthcare game mechanics, to engage patients in a way to incentivize them to want to play the game of healthy life. And we'll talk about that in detail. The other one is social engagement in social communities around the support systems necessary to drive weight loss and health. Thirdly, is personification. We're not dealing with a monolithic patient, we're dealing with the patient across a range of motivator personas, meaning that thing does motivate me is different than somebody else for an example, some people are motivated to lose weight because of its cosmesis. Its physical impact. In other words, they want to look better. There are some people that are motivated to lose weight because they want to live long enough to see their grandchildren. And so you can't apply one game to all patients because it doesn't work, you have to apply the right game, to the right persona. When you do that really cool things happen. The other thing is customization, the way in which people like to engage these tools. Are they a millennial that's used to using a phone for all things engagement, or do they need to somebody to pick up a phone and call them? Are they how do they like to be engaged? What is the custom way in which we can connect these tools to that patient? And then lastly, but not leastly, how do we leverage patient journey mapping to really understand their journey throughout the day so that we can intervene in a way that has been The highest degree of compliance. That's what it's all about. That's what I did to lose 22 pounds. And it turns out from my research, these are the kinds of things that really, really work. 

Hi and welcome back to another episode in my five part series on the future of telemedicine. What I want to talk to you about today is the first of the big shifts and one of them is consumerization or what some refer to as hyper consumerization. What is it you ask? You know, look at the end of the day patients are engaging digital platforms all day long then include audio and video from FaceTime to Snapchat, and the list goes on and on. And they have become extremely sophisticated in using digitally connected devices. And they don't just want to be able to have a two way dialogue. They want to have a great experience. 

So what we're going to have to do to address consumerization in telemedicine in the short run is that we have to train caregivers to do a far better job of not just delivering good clinical care, but also delivering good experiences. Now, I know that this is indignant to some caregivers, I, after all, am a learned physician and I'm not a Nordstrom shoe salesman. But look if we want them to trust us, if we want to be able to have true, rich interrogatives with patients that allow us to get the insights that we need. Through these clinical consults, we have to be able to understand how to break the bizarre digital barrier of telemedicine. Now, in my work as a professional speaker, I've had to completely change the way in which I deliver presentations using the weirdness of this platform. Turns out the caregivers need to do the same. They need to understand its limitations, but also to understand its potential super power. When we understand the uniqueness of how to engage patients in this format, beautiful things happen. Patients enjoy the experience, caregivers get better insights. 

And you know what else is really important? We're beginning to discover that when we focus on a good consumer experience, and forgive me, yes, I'm calling the patient a customer, we find that they they are far more likely to follow treatment guidelines, pharmacological regiments, post procedural regiments, in other words, they become more compliant patients. And that's important if we want them to enjoy the benefits of the console in the first place. We want them to get better. So consumerization is big, it will start with training. Now, here's another thing to realize about consumerization. The success of clinics and hospitals will be absolutely based on their willingness to teach their caregivers how to deliver a great experience in this platform. Why you ask? Because of ratings, every telemedicine platform in the future will have a five star rating system where patients will be able to rate the experience at the end of the console. Many do this now, of course right now. And what does that mean is it means that your reputation your digital online reputation is based not on your clinical skills. It is based on your ability to deliver a predictably beautiful patient experience. 

So that's consumerism. And consumerism is going to require new training new tools, new environments, and new ways to make certain that we develop strategies that do two very important things. Number one is that we need to realize that we serve patients not based on how they pay for us, not based on their age demographics or any other demographics. We serve a group of patients based on what we now call hate love personas. And that means what does this patient love? What does this patient hate? When we can understand them based on hate love personas, then we can customize our engagements. So in addition to patient personification, we also have to realize that our patients are experiencing us through a digital journey. That's what Google calls micro mobile moments. And that means that how long does it take for them to to get on it to a telemedicine console? How long do they have to wait? How much friction do they have to experience before they meet with you in the first place?

You know I'm so excited to share with you some ideas about the amazing future of telemedicine. Now, I know what you're probably thinking, Wait a minute telemedicine? New? It's been around for 20 years. Is there a future for something as lame as telemedicine? Well, the answer is absolutely, yes. You know, what's exciting is the C19 economy has enabled telemedicine innovation. I'll give an example. In our upcoming film Fixing Healthcare. We've had the great honor of being able to interview some of the best health systems in the country. And in some cases they've gone from zero telemedicine consults to now they're doing 3500 telemedicine consults every day. In other words, they went from zero to 3500 hundred in a matter of weeks, not years, and they've learned a lot. And I want to share with you what they've learned and what I've learned correspondingly, and what I believe the key four trends are in the future of telemedicine. 

Alright, so let's get started. Number one, it is consumerized. Telemedicine will be consumerized. We're going to improve the experience. It'll go beyond the human talking heads exchanging a dialogue to one that is rich and beautiful. There will also be always a rating system. So at the end of every telemedicine consult, there'll be a five star review process where that patient gets to review you, the caregiver. Now we've already seen this in play and what we're finding is, is that there is some behavioral plasticity, if you will, in terms of caregivers, the actual patients are changing the behavior of the doctors by rating them. And what the doctors are realizing is that unfortunately, patients have a hard time understanding the difference between good and bad clinical care. They don't understand clinical efficacy. But they do know this. They do know what a good experience looks like, and they will rate you based on that experience. Now, look, it's not as superficial as it may sound, having a good experience with a patient increases your ability to build trust, so that that patient will share information with you that is critical to an accurate diagnosis. 

The other thing that's important is that patients that trust you and have a really good engagement with you. Those patients will also be more compliant from post-procedural to pharmacological, to regimen compliance so we can get them to do the things that we want them to do for their betterment. And we can also make the experience more beautiful. The future of healthcare will be consumerized. And by the way, as a result of that, we're building out comprehensive training programs for hospitals and caregivers to show them how do we create engagements that optimize the clinical dialogue while also improving the human experience? You know, none of us are trained in this two dimensional weirdness that is telemedicine. So we have to understand what is unique about it and how can we optimize it. 

Now, the second trend is that it will be humanized. Meaning that we're going to understand patients at a level of their persona their behavioral personas, we will understand them across the patient journey. And we will deliver blended experiences, experiences in digital formats that marry up with and work in tangent with physical clinical experiences, we will humanize telemedicine. 

The third thing is that it will be incredibly technologically enabled. For an example, we're working in our lab on head AI. We're actually looking at the digital signal coming from a telemedicine consult screen, where we're looking at head movement, head bob, vibration, stare, all kinds of different things that we can look at using optical sensors to understand what it might mean from a perspective of neural pathology, stress, sleep, and all kinds of other potential diagnostics.