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Informatics Research Seminar: Analytics Service Redesign- Moving from a Transactional Supplier to one of Strategic Partnership
November 14, 2018 @ 4:00 pm - 5:00 pm EST
Speaker: Greg Nelson, MMCi, CPHIMS
Presented from ECU
Broadcast Link: Seminar
Historically, the divide between the demand and supply sides of Data & Analytics (D&A) is as famous as the feud between the Hatfields and the McCoys. On the one hand, the demand side pursues information that fuels business and clinical insights, requiring rapid access to clean, enriched data in a variety of forms ranging from raw data to reports to highly tuned analytic models. The supply side concerns itself with data quality, governance issues and requirements elicitation along with the myriad of technical nuances that serve to deflect from its intention.
Across the analytics lifecycle, we can use design thinking to understand the needs of our customers, employ systems thinking to look holistically at the interactions we have with customers, and iteratively build and prototype solutions that delight. Analytics Service Design refers to the interconnectedness of human, digital, and physical touchpoints, over time, to create an experience that meets the needs of your customer.
The way in which analytics products are managed can directly influence the perception of value. Organizations that adopt design thinking strategies as a way to engage customers, to facilitate collaboration, to develop ideas and test them, are more likely to demonstrate value. This often requires a shift in mindset—to walk the fine line between fully developed, production quality products, and the minimally viable product (MVP.)
The culture of services can be seen in analytics teams that have an intrinsic desire to proactively address customer problems and “delight” them through the delivery of data products. Service and “doing the right thing” are valued over policy and organizational charts.
In this presentation, we will review a number of techniques taken from design thinking that will help you understand the needs of the analytics customer. We will review examples including journey maps to better understand the interactions customers you have with your analytics organization, identify and prototype the moments that matter along the customer journey, and build a service blueprint to align stakeholders and share the vision of your service. The analytics service is where the demand side of your organization meets the supply side.
Greg Nelson, MMCi, CPHIMS recently joined Vidant Health as the Vice President, Analytics and Strategy. Prior to Vidant, Greg was the founder and Chief Executive Officer of ThotWave, an analytics advisory firm specializing in healthcare analytics.
Greg serves as an expert for the International Institute for Analytics and adjunct faculty at Duke University’s Fuqua School of Business. He teaches analytics in both the School of Nursing and at the Fuqua School of Business at Duke University.
An author with over 200 papers and publications, Mr. Nelson is a regular speaker and keynote presenter at national and international events in both technology as well as for private companies and events. As an analytics evangelist and futurist, Greg has brought his 20+ years of analytics advisory work to bear through a recently published book addressing the people and process side of analytics In addition to his recent book entitled The Analytics Lifecycle (Wiley, 2018,) Through this pragmatic treatment of the analytics lifecycle, Greg speaks to both the practical and human-centeredness of analytics in a way that is accessible and useful for all data champions.
Mr. Nelson earned his bachelor’s degree from the University of California, Santa Cruz in Psychology, a Masters of Management in Clinical Informatics from Duke University, and conducted Ph.D. level work in Social and Cognitive Psychology from the University of Georgia.