Client Case Studies

Situation: A national-level healthcare system comprising various public and private entities sought to embark on a digital transformation journey. They recognized the need to establish a long-term plan for digitalization to remain competitive, innovative, and responsive to evolving patient needs and expectations.

Task: The client had a formidable task at hand: to envision the future of healthcare 5-10 years ahead. They aimed to set a clear trajectory for long-term, multi-billion dollar investments in digital technologies. The objective was to create a sustainable, digitally-powered healthcare system that would lead the way in innovation, improving patient outcomes, and enhancing overall healthcare delivery.

Action: To achieve this ambitious vision, I adopted a human-centered approach to digital transformation. Drawing from various social and organizational psychological frameworks, I focused on understanding the fundamental human needs and factors that remain constant regardless of technological advancements or timescale.

The core needs of healthcare workers and patients were explored, emphasizing elements like competence, autonomy, and social connectedness. These intrinsic human needs form a foundation that stands unchanged amidst technological progress. Understanding these consistent human factors provided a solid starting point for comprehending the scope of change and guiding the digital transformation efforts.

In addition, I thoroughly examined the trajectories of emerging technologies, including generative AI, digital twin tech, and quantum computing. I mapped these future technologies onto the unchanging, critical human factors identified earlier. The aim was to ensure that future tech solutions would align with the persistent needs and demands of both healthcare professionals and patients.

My approach fostered a profound understanding of how technology could effectively address human-centric requirements, making the digital transformation process more inclusive, sustainable, and impactful for the healthcare system.

Result: The outcome of the consulting engagement was a comprehensive and actionable plan which outlined a clear path for guiding large-scale investments and digital transformation strategies. The strategies set the foundation for building a world-leading healthcare system, poised to drive innovation, enhance patient outcomes, and revolutionize healthcare delivery.

By deeply appreciating the unchanging human factors and aligning emerging technologies accordingly, the healthcare system is prepared to tackle future challenges while ensuring that the well-being of patients and healthcare professionals remain at the forefront.

Situation: I collaborated with a large regional governmental health agency facing a significant challenge in the delivery of behavioral and mental health services. The existing services were disjointed, resulting in a lack of effective coordination and inadequate support for patients with complex needs. The absence of communication and cooperation between various service providers and stakeholders hindered the agency's ability to meet the growing demand for mental and behavioral health support.

Task: The primary task was to bridge the gaps between different behavioral and mental health providers and their stakeholders to foster a collaborative environment. By improving communication and cooperation, the goal was to streamline services and create a comprehensive support system that wrapped around the intricate needs of patients requiring behavioral and mental health care.

Action: To address this critical challenge, I initiated a series of cross-functional workshops, bringing together key stakeholders and service providers. Through these workshops, we applied proven co-creation principles, enabling us to uncover deep systemic tensions that had created divisions between the providers.

Identifying these underlying tensions allowed us to focus on developing workable solutions to overcome the obstacles hindering cooperation. By fostering an atmosphere of openness and trust, stakeholders shared their perspectives and concerns, enabling us to devise meaningful strategies.

The co-creation process facilitated the design of comprehensive policies, processes, and practices aimed at streamlining communication and collaboration among the providers. These solutions were specifically tailored to address the unique challenges faced by each organization while aligning their efforts towards a common goal: delivering interconnected services to meet patients' complex needs effectively.

Result: The collaborative efforts and co-created solutions led to a transformative outcome. The implementation of new policies, processes, and practices resulted in a significant improvement in the providers' ability to work collectively. Communication barriers were dismantled and cooperation flourished.

As a result of these changes, a new team dedicated to assessing patient needs and coordinating services across various mental and behavioral health providers was formed within the government health agency. This dedicated team became the driving force behind the agency's successful transformation, orchestrating the seamless delivery of interconnected services.

Today, the regional governmental health agency and its affiliated providers stand as a beacon of excellence in service delivery and outcomes. Patients in need of behavioral and mental health support receive comprehensive and personalized care, thanks to the enhanced cross-functional cooperation that was cultivated during this consulting engagement.

Situation: Working with a large governmental agency, I spearheaded a pioneering research and development project aimed at mitigating the escalation of conflict between military personnel and local communities. The organization recognized the pressing need to explore novel methods that integrated cutting-edge human behavior research, state-of-the-art technology, and sophisticated modeling techniques to address this complex challenge.

Task: The task at hand was ambitious: to develop a comprehensive approach that leveraged the latest advancements in human behavior research, technology, and modeling to empower leaders in reducing conflict, fostering cooperation, and enhancing crisis management capacity. The ultimate goal was to create a safer and more harmonious environment.

Action: I led this research and development endeavor over the course of several years. By combining my expertise at the intersection of behavioral science and technology, I orchestrated the development of innovative, science-driven, and technology-enabled methods to assess and predict the emergence of conflict. The focus of this initiative also extended to devising proactive techniques to prevent the escalation of conflict by fostering cooperation among diverse groups.

By blending proven human behavior research, state-of-the-art tech, and sophisticated agent-based modeling, I led a multidisciplinary team in crafting a robust framework. This framework allowed leaders to gain crucial insights into conflict dynamics and facilitated evidence-based decision-making to boost cooperation.

Result: The outcomes of this groundbreaking initiative were transformative. The project yielded cutting-edge training and development programs, uniquely designed to equip leaders with the skills and knowledge necessary for effective crisis management. Leaders were now better prepared to anticipate and manage conflicts proactively, thereby fostering cooperation and reducing hostilities between diverse groups.

Additionally, the initiative garnered recognition in the scientific community, leading to several influential publications. These publications not only showcased the scientific rigor and innovative methods employed in the project but also provided a roadmap for other organizations grappling with similar challenges.

Ultimately, the integration of human behavior research, advanced technology, and sophisticated modeling enabled the organization to cultivate cooperative ties between seemingly hostile groups. As a result, the organization achieved an environment where understanding, respect, and collaboration prevailed.