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Framing the Flip:
Zeroing in on an idea
A Flip is an idea that fundamentally shifts something about
the patient-clinician encounter—a process, an interaction,
a technology—so that it works better for patients, clinicians,
or both. It’s something that is explainable and shareable.
With community feedback and testing, a Flip is an idea that
will grow, increasing effectiveness and impact over time.
A Flip starts when you respond to the question:
APPROACHES FOR DESIGNING A FLIP
QUESTIONS TO GUIDE YOUR WORK
TOOLS TO HELP THE DESIGN PROCESS
Insight: something new or different
in the way you’re thinking about
addressing the pinch point. These
new insights help us understand a
Flip’s purpose or possibility.
An insight could be an image, answer,
dream, or single word that moves us.
Describe the insight that led to
your Flip.
The Iceberg Model can help you
explore patterns related to a
problem, the structures supporting
those patterns, and finally, the
ingrained thinking that creates
those structures.
Purpose: why a Flip is needed.
What is a pinch point in the health care encounter that you seek to address?
Use these design tips to develop your Flip. Treat them like suggested ingredients in a recipe;
use them in whatever order is most helpful to you. Your design work doesn’t have to be
linear - start with what you’ve got and design out from there.
Keep your thinking visible by writing, drawing, sketching your responses in the following
conversation guide.
Deconstruction: the discrete
components of your overarching
goal—the systems, steps, habits, and
processes that need to change.
ZERO IN DOWN HERE!
Resources:
• FTC Tool Kit - fliptheclinic.org/tools
• Andrew Levitt. The Inner Studio: A Designer’s Guide
to the Resources of the Psyche
• Dietrich Dorner. The Logic of Failure: Recognizing
and Avoiding Error in Complex Situations
• The Point People. Keywords: Building a Language of Systems Change:
http://thepointpeople.com/publications/
• Creativity: How Constraints Drive Genius -
http://www.forbes.comsites/groupthink/2013/07/12/creativity-how-constraints-drive-genius/
Version 1.0 March 2015
Support
Provided by:
•
What does this insight reveal about
a possible hypothesis?
•
How does the insight change the
way you’d previously viewed the
pinch point?
•
How do your ideas connect with
the ideas of the others you’re
working with?
Explain why it’s important to
address this pinch point.
•
What goal would be met by
addressing this pinch point?
•
What five things could be done
to transform this pinch point?
(Be creative)
Break down your goal into clear
and distinct elements.
•
What are the smaller, supporting
goals of your idea?
Ex: If making a library more
user-friendly is the main goal,
improving book check out,
accessibility to computer stations,
and seating options are the
supporting goals.
•
How might these supporting goals
turn into Flips?”
Journaling can help draw you closer
to the purpose behind the idea.
The Peer Input Process can give
you valuable feedback, helping
you to identify what parts of your
idea resonate, so you can make
it stronger.
Designing the Flip:
Strengthening an idea through iteration
Connecting the Flip:
Working together to improve an idea
APPROACHES FOR DESIGNING A FLIP
QUESTIONS TO GUIDE YOUR WORK
TOOLS TO HELP THE DESIGN PROCESS
APPROACHES FOR DESIGNING A FLIP
QUESTIONS TO GUIDE YOUR WORK
TOOLS TO HELP THE DESIGN PROCESS
Empathy: listen deeply, suspend
judgment and place yourself in the
shoes of people in different positions
in the health care system.
Take in different perspectives.
The Four Ways of Talking and
Listening can help you discover
important ideas by people you may
not normally collaborate with.
Constraint: acknowledge constraints
not as barriers to your ability to
innovate, but instead as a puzzle that
holds the opportunity for creativity.
Constraints give us a starting point—
some building blocks to work with—
and provide us with the ability
to focus on the most important
elements of our Flip.
Clarify the boundaries of your Flip.
The Peer Input Process can help
clarify your thinking, bringing out new
constraints—as well as new way to
get around them.
Iteration: Improving your Flip in
stages during the idea and
pilot phase.
Make a plan for trying out your Flip.
•
•
•
Illumination: deepening your
knowledge of the current system.
This helps identify connections
between seemingly disparate
things, reveal patterns, and bring
out opportunities to intervene.
What needs to be considered to
get their buy in?
What unintended consequences
might result from your Flip?
Understand the system to
accelerate your ideas.
•
•
PREPARE FOR ACCELERATION!
What would someone who doesn’t
think this Flip is necessary say?
How could you tap the assets your
Flip team already has to advance
your idea?
What assets does your team need
to advance your idea?
•
What knowledge do you need
in order to move forward?
•
How does this Flip enable
something that is not
happening now?
The Iceberg Model can help you
zoom out—to see more of the
system you seek to influence
• What
is working in this context?
• Can
you apply any existing ideas to
designing your Flip?
• What
should not be disrupted?
• What
should be retained?
• What
parts of the system will be
easy to modify and what parts of
the system will be more stubborn?
• What
assumptions about the design
of your Flip do you need to test?
• What
criteria will you use to assess
how your Flip is addressing the pinch
point you identified?
ITERATE, ITERATE, ITEREATE!
Rapid Cycle Prototyping
can be used in Flip testing for
gathering feedback and making
improvements.