What is the impact of human-centered care for patients with chronic conditions?

We helped a health insurer build an accelerator program that spurs new ways of treating and preventing ongoing health issues.

Each year, hundreds of billions of dollars are spent on the management of chronic diseases. Doctor’s appointments, special treatments, prescriptions, and equipment for conditions like diabetes add up to alarming costs for patients. The financial burden is compounded by the emotional toll faced by the patient and their family.

Doblin collaborated with a health insurer who believed chronic conditions should be more manageable - financially and emotionally. Together, we established a human-centered innovation accelerator within the client’s organization. This accelerator provided a path to discover, design, and test new ways of reducing healthcare costs and improving the overall well-being of members.

We designed the accelerator to do three things: uncover compelling insights about the unmet needs of patients with diabetes and their families, test new concepts in agile ways, and work with start-ups to launch and refine concepts quickly.

Our team spent hundreds of hours in the field talking with patients and co-developing a broad portfolio of human-centered solutions. With the help of start-ups, we launched working concepts within six months. Many months later, the health insurer’s accelerator program continues to swiftly develop and launch new business ideas that make patients’ personal health management less costly and imposing.

This project did more than provide a clear way to understand and meet unique patient needs. It also helped shift our client’s frame of mind. Rather than focus solely on the treatment of high severity diseases, the health insurer developed a broader perspective on ongoing health management. By paying more attention to lower severity and pre-diabetes conditions through the accelerator, they were able to discover ways of helping patients stay healthier longer and avoid painful life changes associated with chronic conditions. Combined with the accelerator, this perspective empowers the health insurer to help members control and improve their well-being.

This was a totally new way for the team to operate…they truly put the user first and lived up to the mantra ‘good enough, go’. As a result they were able to get new solutions to market in a fraction of the time it used to take them.”

– Ryan Pikkel, Innovation Program Lead


innovation hubs were built


customers interviewed


days in-market pilot