IBM Watson Health, Consumer Health Pillar

Along with designing Watson for Genomics, I was also in charge of the Consumer Health pillar.

It was a brand new pillar for Watson Health, and stretched my current knowledge of Experience Design; working exclusively with Business. While the pillar eventually failed in a re-org, we had the chance to work with, do some workshops for, and innovate with some great people.

What was the problen Consumer Health was trying to solve??

That is a good question and one we really didn't know in the beginning. The concept of what Consumer Health meant to IBM was most likely one of partnership with various businesses wanting to take advantage of Watson.

No one I initially worked with had ever worked with UX prior. So it comes to no one's surprise that I was completely ignored in the beginning. We met every week, and otherwise, I wasn't invited to any initial meetings with the team. So here is what I did.

How it was solved solved it

I had an insider so that person would tell me who they were meeting with. I'd work up a lean model canvas, do some user segments, maybe a journey map if I had enough research data I could find. At the weekly meeting, I'd present what I had done. Next thing you know... they were all talking about how they need to do this with every potential client, and just like that, I was on the inside.

The power of UX showing our worth instead of telling. Can't be emphasized enough.

Being IBM, I also ran a Design Thinking workshop with almost every new potential partner. PNC Healthcare, Samsung, Walmart Health just to name a few.

Somewhere along the way, we also started to putter into Blockchain. I had on my own started working on a "My Health Story" mobile app where you'd have your own health records in your pocket. Yes, I realize now that seems like yesterday's news, but there wasn't anyone doing it at the time, and adding Blockchain to it seemed like a great solve.

We started working with the FDA on a blockchain project to secure clinical trial data. It turns out that process prior had a lot of packaging up physical data, getting it sent to the facility... and it took weeks to get there. Using blockchain, the data took up to 5 minutes to reach the FDA. The CDC was also very interested in this process as well.

How I measured success

I'd say all-in-all, while we only managed a few successful projects, the FDA work was easily quantified.