The Challenge

UCSF Health sought to create a vision and plan for how emerging technology will enable the most advanced, effective and human care delivery, education and research experiences within, and beyond, the walls of their new hospital at Parnassus Heights. This work would inform the building design, internal alignment and funding initiatives, their operating model and future workforce and their near-term IT/Digital Strategic Roadmap.

What was Involved

Through deep exploration of technology signals and trends, stakeholder research and collaboration, and future scenario planning activities, we created an innovation backlog and prioritized use cases to explore during the building design phase (in conjunction with Architects, Herzog & DeMeuron) using a custom prioritization framework and scorecard.

We co-created patient centric vision journeys with doctors, nurses, researchers, staff, residents, trainees, patients and family members to showcase the impact the signature experiences and enabling technology will have on people's daily lives, both within and beyond the 4 walls, and crafted a strategic narrative to align the organization around a shared vision and plan to activate the path forward that will position UCSF as global leaders.

Engagement

This project required thoughtful and flexible planning to collaborate and engage with UCSF leaders across the organisation (many of whom were working clinicians during a pandemic) to ensure the key stakeholders understood the benefits of an experience-led approach to IT visioning. This involved educating them on emerging technologies and opportunities impact and co-creation along the journey so they felt ownership over the ideas, initiatives and vision, ready to activate across the organization.

Understanding Opportunities for Emerging Technology

Stakeholder Research

To understand stakeholders' vision and needs for the new hospital, we interviewed 28 key UCSF stakeholders and 6 emerging technology experts across Accenture. We synthesized hundreds of data points, playing back key themes to inform our guiding principles.

Trends Report

We looked across industries for evidence and signals of emerging healthcare and technology trends, developing a trends report to educate and inspire.

Scenario Planning

To ensure our trends research informed our process and guided our path forward, we designed and facilitated a future scenario planning workshop, to imagine future uncertainties to inform key decisions to make today.

Defining our Vision for Emerging Technology

Use Case Development

Informed by our research, we created jobs-to-be-done across the end-to-end hospital journey for key user groups to create a backlog of 60+ experiential, clinical and functional use cases.

Prioritization Framework & Scorecard

We developed a prioritization framework and scorecard, utilizing the DVF framework, that will evolve with time to help the organization focus and prioritize over the next 10 years.

Use Case & Visioning Workshop

We designed a workshop to test and validate the prioritization framework and down-selected 10-12 use cases to carry forward to inform vision journeys and road mapping.

The blueprint for UCSF’s IT vision for the hospital of the future

To co-create the future experiences with UCSF, we designed and facilitated a journey workshop with 20+ patients, staff, clinicians, residents etc. We anchored on 2 patient scenarios, 8 key moments that matter and 14 prioritized use cases to ideate on across the end-to-end journey.

Synthesizing the concepts, we organized the future concepts into 5 signature experience initiatives that the organization could drive towards, each containing core capabilities and enabled by emerging technologies.

To bring the future experience to life, we visualized two patient centric vision journeys that demonstrate how future IT/digital experiences will improve the daily lives of all our key users. We also demonstrated the implications to space to inform the architectural teams working in tandem.