Empathy

Consumer Experience, Culture, Design, Design Thinking, Empathy, Engagement, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes, storytelling

#CES2018: Consumers Want Experiences with their Technology


The Story

#CES2018 has come to a close and what a week it was! With over 180,000 people, 4,500 vendors, and cutting-edge technology all around, a colleague and I walked over 50,000 steps in 3.2 million square feet of exhibits. Although we didn’t encounter any breakthrough technologies this year, we enjoyed looking for trends and discovering ways to harness current technologies for new user experiences. We also learned a lot about robots, drones, Google, and sleep.

BuddyRobots. Everywhere you turned, there seemed to be some kind of robot that promised to make your life simpler. Some had faces and personalities; others were focused on a specific function. How about Buddy? Buddy is your companion robot who connects, protects, and interacts with each member of your family. Or, if you’d prefer, you can get a robot that sings “Happy Birthday” or one that cries with you. My favorite robot had to be the FoldiMate that folds your laundry.

Drones. If you haven’t seen it yet, take a few minutes to watch the Intel Light Show over the Bellagio fountains. Each night, Intel used 250 shooting star drones to perform a choreographed routine that dazzled the spectators. It was truly an amazing experience. And, there were drones everywhere within the show, too. Though we had some fun flying the smaller drones through an obstacle course, we also learned where the industry is going in terms of utilizing drones for improved customer experience.

Google

Google. In 2017, CES seemed to be dominated by Alexa (Amazon), but this year it was all about Google Assistant. Google had a significant marketing investment at the show (including wrapping the monorail cars) and had major booths to show that they plan to be a major player in the virtual personal assistant space. I don’t know who is going to win this battle, but if it was anything like this year at CES, Google is on the way!

Sleep. From the technology-filled mattresses and bedrooms to mediation and biofeedback tools, it was the year of sleep aides. One of the most fascinating things we witnessed happened at the NuCalm exhibit where we saw a room filled with people relaxing in reclining chairs with headphones and eye masks while attendants walked around to check on everyone. The exhibit claimed that you would feel like you got two hours of sleep after spending just 20 minutes with them. It was like a scene out of a sci-fi movie where humans gather in sleeping rooms for technology-enhanced sleep instead of sleeping in private bedrooms.

I also have to mention the weirdest thing we encountered this year at #CES2018, which was the PsychASec booth. In this exhibit we were told of a chip that could be placed in the back of your neck to help keep all your memories in tack as you get older. The story was intriguing and frightening all at the same time.

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The good news? It wasn’t real. It turns out this display was an elaborate marketing tool for the new Netflix series, Altered Carbon, in which human consciousness can be transferred from body to body. Though it was only a hoax, the exhibit was so well done that it took us a few minutes to figure out that it was just a TV show.

What I Learned And You Can Learn

As I tell everyone I work with, you must attend the CES show at some point in your life to experience something that is hard to put into words. For me, it’s about prospective. At CES, you get immersed into a world where possibilities are endless and the future is bright. It’s inspiring to see so many companies who are focused on making the world a better, more accessible place and who don’t let challenges stop their dreaming. As we continually say in the Nason Group, innovation and disruption is a mindset and a lifestyle. Nowhere is this more evident than CES.

Over the next few weeks, I look forward to diving into the hottest trends for 2018 including consumer trends and healthcare trends and helping you connect with what’s next in bridging technology with customer experiences.

What I Did And What You Can Do

This is simple. I am going to keep saying YES! in 2018.

Recently, I was asked about the Top Innovations To Expect in 2018. Here is my response:

“This is the year of the consumer, patient, or member. If your organization is not focusing on the human part of your interaction, you are going to be left behind. Yes, technology is important and should be an extension to your product of service, but not the only thing you think about.”

Though technology can be a significant piece of the innovation process, technology is only effective when paired with the voice and needs of the consumer.

So in 2018: Yes, to innovation! Yes, to technology! Yes, to the consumer! YES! YES! YES! 


 

Consumer Experience, Culture, Design Thinking, Diversity, Empathy, Human-Centered Design, Inclusion, Innovation, Leadership, Mindset, Patient Experience, Power of Yes, Strategy

The POWER OF YES! in Claiming What You Believe


The Story

2017 was an amazing year both professionally and personally. I celebrated 20 years with my Carlaamazing wife who, if it were not for, I would be completely crazy. (Thank you, Carla, for who you are to me and for everything you do for me.) As a parenting team, we saw lots of firsts for both of our children and got to enjoy some special times together. In September, I joined North Star Receivers and met a fantastic group of guys who have changed my life for the better. I also published a book called The Power of Yes! in Innovation! If you know me, you’ll know this is a true miracle within itself. (Thank you, Steve, for all of your hard work in pushing me to get this project over the finish line.) The Nason Group experienced tremendous growth and impact, including team members coming and going.

What I Learned And What You Can Learn

Throughout all of the events of 2017, I had a little voice in my head saying, “Shawn, what do you really believe?” That voice kept BELIEVE-IN-YOURSELF-ALWAYS--1challenging me to be a better person for my wife, kids, friends, and business partners. To respond to this nagging voice, I gathered the Nason Group team towards the end of the year and asked, “What exactly do we believe?” Something magical happened next. We hacked away at the question and, many iterations later, we have a set of We Believe statements that will help us move into the future together. We even brought in our partners to help us frame the statements so that the statements speak to the essence of who we are as the Nason Group. So, here they are:

We Believe . . .

  • The best thought solutions don’t always have to be complicated.
  • Using know me, surprise me, and make it easy will reconstruct the customer experience.
  • Disruption is healthy and necessary for growth and leads to new ideas that change the world (your world).
  • Ideas that are radical enough to change lives require a space for teams to create, develop, test, and implement.
  • Engaging consumers’ stories and voices are mission critical when exploring new ideas and the ONLY way to do business well.
  • Figuring out the right questions to ask takes time and energy.
  • With the POWER OF YES! anything is possible.

Working as a team to create these statements led me to a deeper understanding of the difference between doing and being. For too long, I’ve been caught up in the doing without spending enough time working on a foundation of being. Maybe you’ve been in the same boat?

What I Did And What You Can Do

In December, I spent a retreat weekend with my group from the North Star Receivers. Throughout the weekend, we examined at our lives and challenged each other to engage some hard questions, which led to even more clarity about my beliefs. My challenge for you this week is to do the same. Take some time to claim what you BELIEVE through these questions:

  • What conversations do I need to have?
  • What relationships do I need to address, let go of, or heal?
  • What activities do need to stop doing?
  • What activities do I need to start doing?
  • What am I going to do about “me” time?
  • What support do I need and what support am I open to receiving?
  • What is my mantra and brand that I want to live out?
  • What’s the impact I want to have in the world?

Enjoy!

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Consumer Experience, Culture, Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Patient Experience, Power of Yes, storytelling

#NoLimits at NGPX2017—The Power of Humanizing Care


The Story

Kate&ShawnImagine with me: you are a mother, a wife, and a nurse—and you have cancer. You’re on your way to yet another medical appointment, which is now a significant part of your schedule. You walk into the doctor’s office and, without looking up, the receptionist greets you by simply saying, “leukemia!” At that moment, you realize you aren’t a mother in their eyes, or a wife, or a nurse. You’re not even a human. YOU ARE NOW CANCER. This happened to a friend of mine, Kate Sims, 17 years ago. Though she is now cancer free, she gets a lump in her throat when she recounts this story. It was the moment she realized that it’s possible to feel non-human.

And then there’s my buddy, Jake French. He tells a powerful story about a strange jake french#2accident that left him as a quadriplegic in his early 20’s. In a brief moment, his dreams of working for the forestry department and spending long days exploring the outdoors were shattered. One of the first things he remembers after the accident was waking up in a hospital bed being told by the surgeon, “Jake, you will never walk again. You will never feel anything in your arms or hands, or be able to use them again.” Words that could possibly be true, but not the first words he needed to hear after his accident.

These are just two stories that affected me and my team at the Next Generation Patient Experience Conference in San Diego, CA. I had the honor of being one of the chairs of the conference this year and to be involved in several of the sessions. We met amazing people and heard powerful, transformative stories about the great things being done in hospital systems and medical practices around the world to improve the patient experience. One of the highlights for me, was giving the opening remarks for the conference, The Power of Yes! In Health Care (vs. The Power of No! In Healthcare).

What We Learned And What You Can Learn

  1. The Power of Community – As a team, we were reminded that working in this space (improving patient experience) is challenging and complicated. Though it’s a constant uphill battle, our passion was ignited for continuing to be thought leaders and disrupters. Most importantly, we were reminded that we need to humanize care more now than ever before, as evidenced in the two stories above.
  2. The “Hi Ya” Principle – Jake French taught us that, in health care, there are a few four-letter words that need to removed from everyone’s vocabulary: Can’t, Don’t, and Won’t. When you hear these words you need to use your loudest Screenshot 2017-11-30 06.50.39Hi Ya!” and kick them out, which is happening in the picture of Jake above.
  3. Keep It Simple – Our group led two roundtable sessions where we asked each participant to step into the patient’s role and share the things that mattered most to them. We gathered 100+ ideas that we will organize visually into a constant reminder of the patient’s voice in the disruption process. The truly amazing thing here is that none of the ideas were complicated or difficult. As a matter of fact, the best ideas were pretty darn simple, but these ideas have been held up by an overly-complicated health care system!

What We Will Do And What You Can Do

I have heard this said many times over the past few days: “We are all still humans.”  In the heat of the moment , however, when care is being provided, it’s too easy for the humanity to get lost.

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Here at the Nason Group, we have put a stake in the ground to make sure that we work to keep the humanity in patient care. After all, one of our core beliefs is:

Engaging consumers’ stories and voices are mission-critical when exploring new ideas and the ONLY way to do business well.

We will not waver from this! 

We will not compromise this!

We will be champions for humanizing care!

Today, we are launching a new web address (humanizingcare.health) as a reminder to us to always keep the humanity in health care.

Here is our ask of you: Take time to examine your care models, your processes, your values, and your core beliefs to make sure they are human-centered.

And then, live them out! Champion with us to make sure patient experience, member experience, and provider experience are the top priorities in your organization.

Mark_NGPX


ORDER TODAY

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Consumer Experience, Culture, Empathy, Human-Centered Design, Leadership, Power of Yes, Uncategorized, Wearable Tech

LuLaRoe: Will You Make It Right?


The Story…

Imagine with me, you are sitting at your desk, maybe at your dining room table, possibly even on your couch. The day has come! The biggest product launch in the company’s history. You are logged in, chatting with other team members. Your nerves are building up! The time comes and you get your lottery number. Not the best number, but you have one. You will spend the next hour waiting and wondering what product will still be available and to your surprise, NONE! This happened to my wife yesterday and many of her friends as LuLaRoe was launching the new NOIR collection (all black)! Many of these consultants had done pre-sales, had planned big launches, and nothing left! Zero! Zilch! Zip! 

I will do my best to present facts and truth in this next section. Here is what I have learned:

  • There are over 80,000+ consultants and somewhere around number 3,000, all stock was gone.
  • There were no limits put on orders, so the bigger consultant shops bought thousands of pieces, while the little shops got nothing.
  • At this point, LuLaRoe has not sent any communication out to their consultants.

So, this means that only about 3% of consultants were allowed to order anything. Some of the bigger consultants placed orders that were over $100,000 dollars.

And, the C-suite silent!

LuLaRoe Pic

What We Learned And What You Can Learn…

There are several things we have learned in this process. What I am going to share is the positive, because I refuse to give LuLaRoe anymore brain power on this.

  1. We have amazing friends, customers, and partners in this business. We have all pulled together and we will be fine!
  2. As a small business owner myself, many of these consultants are small business owners. Support small businesses whenever you can!!!
  3. No matter what you do, stay true to what you stand for. Don’t waiver. Don’t be swayed. And, never allow money to be the driving factor.
  4. If you are going to have a mission statement like the one below, be ready to make it right at all times, no matter the cost.

LuLaRoe+MISSION-STATEMENT-HORIZONTAL+(1)

What We Will Do And What You Can Do…

I am always about taking the high road and giving people second chances. So we will do that; we will give LuLaRoe the chance to make it right. If you are a consumer, send messages via social media.  Let the company know how disappointed you are in this situation. If LuLaRoe is who they say they are, they will make it right.

So, I will close with this statement:

Deanne Brady, Mark Stidham, and LuLaRoe executives will you say, sorry? And, how will you make it right? 

Sorry

Development, Empathy, Inclusion, Leadership, Mindset, storytelling

The Power Of Your Story! When One Door Closes, A Thousand Open!


Pre-Cursor: I am writing this blog from 35k feet in the air and I will be up-front that this one is a personal story and journey. I hope you can take a nugget from it.

The Story…

This week I have been on three flights.  I have driven several hours and have visited six different states. WOW! That sounds like a lot! I was able to reflect on the great things in my life as well as spend some time listening to my heart. I started the week off with a great team finding their way to tell their story. We wrote break-up letters to current situations and love letters to the future (I know is sounds weird, but it was truly a IMG_8922transformational time.  Besides that, we got to listen to 80’s and 90’s love songs). During this time, my colleague and I got to see passion, excitement, and a burning desire to change the world. As the week progressed, I met more of our team and got to see the progress one of our partners had made in pushing to transform their organization. It was truly powerful and I know they are going to move mountains with their work.

 

Through this week, I had spent time praying and meditating to find answers to a couple of key situations in my life, career, and business. There were some decisions that were not going to be easy to make.  I needed guidance and asked for specific direction. Guess what? It happened! A door closed, but a thousand more have opened in the process! I am so grateful for that door. It taught me so much about myself, about the leader I want to be, the business owner I need to be, and the person I am! That door was powerful in my life. I am grateful for it, but it was time for it to close.

“When One Door Closes, Another Opens; But We Often Look So Long And So Regretfully Upon The Closed Door That We Do Not See The One Which Has Opened For Us.”  ~ Alexander Graham Bell

What I Learned And What You Can Learn…

Now, I am looking at some new doors and I am excited!  It is part of my story, our story, and your story! Those doors make us who we are and who we want to be. They form us, transform us, and guide us into the next chapters in our life. This is how we learn and this is how we grow.

My greatest learning in this is this:  it is alright to not always know what doors to close.  Just trust they will get closed. Also, do not force doors to open but, let the right ones fly open for you.

What I Can Do And What You Can Do…

What am I going to do? I am going to live life to the fullest. Recently, I read a three-part article series by Jonathon J. Doll titled Open Doors. I encourage you to go read them. I also you encourage each one of you to look at all the doors in your life. Ask yourself, are they the right ones? Are these the best for me? Close the ones that need closed, and run with open arms to the ones that are opening.

I hope this speaks to at least one person. If not, that is OK! It may have just been for me. As I stated, I am 35k feet in the air, and that is what I feel like in my soul right now.

GO FLY and BE FREE!

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Consumer Experience, Culture, Empathy, Human-Centered Design, Leadership, Mindset, Uncategorized

When The Consumer Comes In Ready for Battle


Guest Blog by Steve Junion:

The Story…

We needed a new vehicle and I had been seriously dreading the anticipated negotiation combat that always accompanied the purchase of a new car. I knew what I wanted and I had armed myself with the nuclear codes, aka consumer & market research.

After speaking with six dealerships, I was getting close to my price mark but was already battle fatigued and I had yet to set foot on a lot. Then, as I was on my way to a dealership where I was locked in a tenacious struggle on price, I decided on a whim to stop at a different dealership along the way.

I walked in ready for battle – protected with my mental body armor. The salesman, who we will call Zach, greeted me enthusiastically.  I explained I had offers on the same model they had in the lot and asked if he could get to a specific price range.

The first salvo was launched. He tried to smile but I knew it was going to hurt. He left to speak with his GM. When he came back he presented me with MY number. The battle zone in my head went silent. This clever salesman had not only assessed me and my armor within the first moments of meeting, he had listened. He knew if he met me where I stood, I could only say yes. A broad grin came across his face. That was the start of a very transformational car purchase experience.

As Zach started filling out the finance paperwork, I still felt a bit edgy. The initial battle was over, but where was the impending surge of finance upsells –  offering options I didn’t need or want?

Zach explained they did business differently. He said his GM invested in sales people to also become Finance Managers “because you never get handed off – unlike most dealerships where you might interact with up to 5 people during the sale. Here you only interact with one person through the entire process.” As he spoke, I felt my remaining armor falling away.

Zach’s GM stopped over – let’s call him Jim. I asked Jim what his primary focus was in building the business. Jim, a former marine, said thoughtfully “culture.” He went on to say, “Having the right culture means that I can do things that other dealerships won’t. If I do those things, my team and the customer wins.

The war was over and I had strong feelings of esprit de corps.

Battle Lessons: What I Learned

  1. Simplicity is important in winning the experience battle. Working only with Zach made my experience easy and we became battle buddies.
  2. If culture is the end point, leadership and mindset pave the way. Jim the GM is a leader, disruptor, and has instilled and invested in versatility on the ‘battlefield’.
  3. Jim’s culture values knowing their customer and building unit cohesion amongst his team and with the consumer.

What You and I Can Ask

  1. Is our mission clear to colleagues and consumers?
  2. How can we make it easy for our consumers/customers to say Yes! to anticipate and avoid resource wasting battles?
  3. How does our organization’s leadership example impact our culture?

When someone says they are looking for a new vehicle, I will know where to point them to an experience, not just another dealership.

Consumer Experience, Culture, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes

Members At The Center! – The Journey To The Consumer


The Story…

This past week was a fantastic week for the Nason Group and one of our partners, Health Partners Plans. Just over three months ago, a group of Consumer Experience Pioneers embarked on a journey to improve member communication for their organization. After six iterations and many healthy discussions of the “how might we” statement, the group moved forward with this focus: “How might we optimize, streamline and humanize communications for care managed Medicaid members with diabetes.

Let’s take a step back and look at the process this group of pioneers navigated. We created a 12-week process that is broken-up into six two-week sprints (if you would like to learn more about the sprint process, please reach out to us).

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This was the first time our partners had run a project like this within their organization, and the results were phenomenal, as you can see below:

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These pioneers worked hard to bring the four prototypes to life. This is where the story continues. We were honored to watch the team present each of these prototypes to the CEO and other key leaders within the organization – it was awesome. It was a very “proud papa” moment for me as I witnessed all of their hard work come to life. They are all ROCK STARS and it was a monumental moment for the organization. Be on the look out for the report out on their next project.

What We Learned And What You Can Learn…

Collectively, we all experienced transformational “learning” during this process. These learnings have become a pivotal part of who we, as Nason Group, will become in the future.

Many times in the consumer experience industry you will find a “know it all” attitude around the correct approach to the consumer experience. This is something we have come face to face within this journey with our partner. We, the Nason Group, arrived on the scene with our initial analysis in hand and proceeded to inform the organization of the issues with their consumer experience process – along with confidently providing them with a list of steps to take to fix this issues. As you might expect, this approach was not entirely successful.

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Throughout this journey, we learned – willingly and sometimes unwillingly – that consumer solutions are often organic. They must be allowed to evolve and transform within each unique experience. Our partners at HPP pushed us to think differently and to adjust our process to better meet the client where they stand. We listened to our consumer and we learned! 

What We Can Do And What You Can Do…

I have explained what we did and what we learned! We took time, built an open relationship with our client and most importantly, truly partnered with our client on their journey to the consumer.

So what, Shawn? The so what is what you can do:  LISTEN! LISTEN! LISTEN!

Take the time to listen to your customers or consumers openly and honestly so that you garner an authentic understanding of their challenges, experiences, and needs. Do not approach any situation believing you know exactly what to do for your client, customer or consumer. This learning experience has been awesome for me and our group! Not always easy, but truly transformational!


 

Consumer Experience, Culture, Empathy, Human-Centered Design, Inclusion, Leadership, Mindset, Power of Yes

The Power of Yes! – 3 Mindsets that Matter


As we continue our journey discussing how critical leadership, mindset, and culture are to success in Consumer-Centered Innovation (CCI), I was reminded of how important mindset is across all aspect of our lives. Govindarajan and Srinivas (2013) discuss innovation challenges and the importance of mindset, which they define as a way to ‘think different, act different, and achieve extraordinary success’.

The Story…

Working in Philadelphia allows us to spend time at Reading Terminal – yes, the same Reading many of us know from our Monopoly playing days. Today it is known as Reading Market, a thriving city-wide block of food vendors, farmer’s market, flower stores, and one of the best donut shops EVER!

Recently I was reminded about the Power of Yes! in achieving goals and how important mindset matters in achieving success over breakfast at the Market. Eddie was a seat down from me. We started with small talk and he mentioned that he just got off his second full-time job (3rd shift). Breakfast was a treat for him as he prepared to go to his primary full-time job. I asked, ‘why two jobs?’ He said that he was working hard to save and start his next business.

During the conversation, Eddie shared his business plan, goals and actions. I left thinking to myself that Eddie was going to win. Why? Eddie exhibited the innovation mindset qualities identified by Govindarajan and Srinivas (2013) in a second HBR article. These included the ability to see and act upon opportunities, the use of ‘And’ thinking, resourcefulness, and a focus on outcomes – not activities.

What I Learned And What You Can Learn…

As I considered the definition of mindset from Govindarajan and Srinivas, as well as my experience with Eddie, I now believe there are three important types of mindsets critical to success:

  1. Learning Mindset – Eddie failed in a previous business, however, he said that he now knows better and has learned. Learning is his ‘Get Out of Jail Free’ card.
  2. Results Mindset – Too often, people have the right mindset yet never seize the opportunity. Eddie leveraged a key resource (his time) and committed to working two jobs to achieve his goals. Every time Eddie passes ‘Go’, he’s collecting a lot more than $200.
  3. Get S**t Done Mindset – As people and organizations say Yes! to the Power of Innovation and commit to the right mindset, it’s amazing what gets done. Organizational barriers are torn down, people challenge the way stuff has always been done. We stop accepting ‘No’, use ‘And’ thinking to deliver results for customers. To get s**t done, you have to be like Eddie and commit to rolling the dice and making the next move.

What You And I Can Do…

Like Eddie, choose every day to have the right mindset – the mindset to learn, get s**t done, and deliver results. Life may be a game; however, mindset – what you do to think and act differently to achieve extraordinary results is a choice.


 

Consumer Experience, Empathy, Healthcare, Human-Centered Design, Innovation, Power of Yes

The Journey To The Consumer: You Mean A Doctor (Provider) Is A Consumer?


Well, hell yes, a DOCTOR is a consumer! 

The Story…

This week we started a 12-week journey with our partner in Philadelphia, Health Partners Plans. We are examining ways they can improve and cultivate stronger, better-connected provider relationships, specifically by changing how they and their subscribers perceive and value the provider relationship. We want to get them to view their provider partners as consumers and as individuals, i.e. humans. I know there seems to be some sarcasm in that statement – but it is true.

I love what HPP’s website states about their commitment to the provider:

We are committed to partnering with you to improve the health of our members and the communities where they live. We are equally committed to providing you with the support and service you need to achieve this goal.

It’s true, they really do believe it and are committed to making it happen!

What I Learned And What You Can Learn…

The truth is this: Doctors became doctors to care for people. They want to make a difference in the world and in the lives of their patients. Contrary to what some people believe, they are not all in it for the $$$!

I recently read an article in Readers Digest, What Your Doctor’s Really Think (But Won’t Say To Your Face. I really was blown away at some of the insights in this article. Here a few of the highlights:

  • Don’t Ask Me To Lie – This absolutely blows my mind. We go see our provider and then do not want them to tell us the truth. Really?
  • Your Missed Appointments Really Matter To Me – I learned this week from our partner that, at times, the no show rate for some of their provider offices is 40%. Huge number. So, I spent some time researching this issue and found an article, One Way To Solve The No-Show Problem. The article states that on average can reach as high as 50%. With the overall no show rate so high, why do we blame doctors for their double booking and long wait times? Just a question we need to consider.
  • I’m Not Scared Of Your Google Search – I love this quote within the article:

“When patients come in with three inches of printouts, I know I’m going to have a good conversation. But they’ve also almost always terrified themselves beyond need. I wish they would e-mail or call me so I could put things in perspective. But in general, patients who have researched their condition tend to educate faster and take better control of their care.” —James C. Salwitz, MD

  • I Could Use Empathy Too – This is really fascinating to me. I can find numerous articles that talk about Why doctor’s need to have or show empathy, but none on how we as consumers need to express empathy for doctors. It has to be a two-way street.
  • Sometimes I Don’t Know What’s Wrong – I understand that providers went to school for many years to gain knowledge and skills, but it doesn’t mean they know everything. Give them a break. Let them be your partner on the journey!

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What You And I Can Do…

I think this is pretty simple for not only us but also for the doctors. Partner, partner, partner! Find a doctor you can trust, build a relationship, and start on your journey together toward improved health and increased wellness.

We are very excited to be partnered with an organization that is working to build and cultivate a richer, empathy-driven relationship with their Provider partners.

Stay tuned for updates as we embark on this very exciting journey with them!


 

Consumer Experience, Culture, Empathy, Human-Centered Design, Leadership, Mindset, storytelling

The Power of YES! In Life, We all Need ‘Team Jimmy’


It is my honor to have not only an amazing family in life, but also, amazing friends and colleagues. This blog is written by one of them: Steve Junion. Enjoy! 

The process of Consumer-Centered Innovation often generates fear in both executives and their front-line employees. One our greatest passions here at Nason Group is to help people overcome their fears and succeed at higher levels than they may have believed possible!

The Story…

As I waited with my family to take a ride on a huge water slide, I notice a young man we will call Jimmy. He was approximately 11 years old and was clearly agonizing like a stock broker during the recession. The anticipation of getting on the water slide, with a five story, seven second drop, had bent him over in physical pain. As I continued to observe him, he came close to hyperventilating and was in tears.

Me: ‘Hey kid, what’s your name?’

Kid: ‘Jimmy’

Me: ‘You got this buddy – you can do it’.

Jimmy: ‘No! No, I don’t think I can do this!’

Me: ‘Alright Jimmy, first thing you got to do is breathe. We don’t need you passing  out! Pausing for a moment, I continued, ‘You got it buddy. I know you are scared AND you got a lot of people up here cheering you on”.

Everyone turned to look at me. They had originally been only observing Jimmy’s meltdown and now I was dragging them onto ‘Team Jimmy’. I continued to encourage Jimmy, and at the same time initiated intermittent group cheers. Jimmy eventually negotiated with the lifeguard to allow him time inside the ‘pod’ before the door was shut. After sitting in the pod for a moment, the door shut and we all became very quiet. 3-2-1. Whoosh!

In under seven seconds Jimmy was at the bottom. Two minutes later, he was back up and ready to do it again – collecting high fives from ‘Team Jimmy’. Jimmy was beaming with pride after facing his fears. This single event altered how Jimmy views himself – and strengthened his personal courage to face and overcome challenges throughout his life.

What I Learned and What You Can Learn…

Many of us have stress inducers in our workplace and personal life. This stress holds us back and prevents us from experiencing higher levels of happiness and success. Here are four things Jimmy taught me that I believe can help all of us:

  1. We all need someone to have our back. More people are willing to support you than you may realize. Seek them out!
  2. The first person to step out of their comfort zone is going to feel like Jimmy. As a leader, it’s up to you to build a support team.
  3. Facing your fears at work can cause stress – however, most stress is self-induced.
  4. To overcome fear and reduce stress, shift your mindset to Yes!. Focus on your breathing and be willing to take a risk – it is not as scary as the story you tell yourself.

What You and I Can Do…

First, identify the stress inducers in your work and/or personal life. Next, like Jimmy at the height of his panic, pause for a moment and consciously slow your breathing. This will help to take you out of the “flight or fight” mentality. Next, bravely step into that ‘place of fear’ whether it be a conversation or taking action. When you come out the other side, and you will, you’ll realize that your five-story drop wasn’t as terrifying as you originally thought it would be – and you’ll be ready to take on the next challenge!