Healthcare

Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

Let The Journey Begin: Moving From Communication To Connection


The Story . . .

“It’s amazing what you can accomplish when you stop caring who gets credit for it.” This is one of many important quotes I heard from Annette Logan, CEO at the Cure 4 The Kids Foundation. Last week, some of our team had the honor of kicking-off a project with this organization. It is not often in IMG_0321one’s life when passion, purpose, and business all align, but it just happened to us.

In 2007, Cure 4 the Kids started at Annette’s kitchen table. The foundation started because she got fed up as a parent as she navigated care for her son after a significant accident. As a nurse, she knew that he was consistently getting substandard care and knew that there was a better way of doing things. When she launched the foundation, she committed to helping all kids, no matter of their socio-economic backgrounds. We were in the car with her when she blurted out one of the most profound statements I have heard in a long time: “The price of poverty shouldn’t be death for a child.”

This is exactly what I meant by the alignment of passion, purpose, and business. This organization is committed to transforming the pediatric patient experience. They’ve spent the past decade defying the odds as they’ve moved from the kitchen table into serving over 40,000 children. I will share more on Cure 4 The Kids as the journey continues. If you want to follow them on social media, here’s how to connect: Twitter, Facebook, and Instagram.

What We Learned And What You Can Learn . . .

Out of everything we learned in our two short days with Annette and her team (which was a lot), the quote that stuck with me is Annette’s take on communication issues that typically plague companies. She surmised that when people are frustrated by communication issues, they are really frustrated by a lack of connection.

Over and over, I hear executive coaches, trainers, and thought leaders share about it’s all about communication. I myself, have talked about this and have written and studied the art of communication between leaders and multi-generational workplaces. But, Annette fullsizeoutput_3c47reframed this issue for me.

How would it change the “health care” (two words) experience if we focused more on connection than communication? How can we take empathy to a whole new level by focusing on authentic connection with those around us?

What I Will Do And What You Can Do . . .

I challenge each of you to think about what it means to connect with people as you strive to communicate with them. Here is a little exercise to do on your own or with your team.

I Like, I Wish, And What If

Take five-minutes after you read this and ask yourself these three questions as you move from communication to connection. We would love to hear from you as you work on this in the future.

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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.

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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, 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


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Culture, Design Thinking, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes, Strategy

My Top 3 Reflections On “How To Outrun The DoDo!”


The Story…

This past week, I had the privilege of doing one of my favorite things during the year. I joined a group of health care (yes, two words – not one) innovators from the Innovation Learning Network. We traveled to the Netherlands and spent several days in the wonderful city of Nijmegen. During our time in Nijmegen, we were hosted by the REshape Center For Innovation at Radboudumc. I met the head of the center, Lucien Engelen, a couple of years ago in Toronto at one of these same events. At the same time, I met Zayna Khayat, a true innovation sherpa and my sister from another mother.  The theme they chose this week was, “How To Outrun The DoDo!”

Now the stage is set. One hundred health care innovators from the United States, Canada, Sweden, The Netherlands, Germany, United Kingdom, and many other countries, tackling systematic innovation around health care vs. healthcare (the care of the human vs. a system).

Here are my three take-aways:

Patient Included – In every sense of those words, The Netherlands has figured this out. I hear every week if not every day about patient-centered or member-centered design in this space, but we have not even tapped “patient included.”  To fully understand this, ourScreenshot 2017-10-22 16.32.46 group was introduced to Anne-Miek Vroom and the Ikone foundation. This group is a non-profit organization of humans who live and support those with chronic disorders. The organization is not an outsider in the system.  They truly co-create. They are intertwined into the health system and aim to bring better health care to all patients (I could write a whole blog on that subject, but not today.)

It’s All About The “Co!” – What does this mean? It means engaging the right people. Not just in mapping or analyzing the problem, but also in action to solve the problem. Helen Bevan, Chief Transformation Officer from the NHS shared that with the group. Very simple to say, but not simple to do.

Helen presented us with the six CO’s her team lives by:

  • Coaching
  • Co-learning
  • Collaborating
  • Co-creating
  • Co-designing
  • Connectivity

Again, a whole blog could be written about Helen’s research and the amazing work the team is going to bring this to light by creating change agents. If you want to READ more the link is included here, as well as the link to Helen’s School for Change Agents. I encourage you to register.  I will be in the school in February!

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Health Innovation School – Why, oh, WHY have we not done this yet? I asked myself that question several times throughout the week. We have so many innovators trying to disrupt the healthcare system, but we have never brought clinicians, patients, start-ups, hospitals, and insurers all together in one-room for an extended period of time to solve the RIGHT PROBLEMS! There will be more to come on this, so be on the look-out!

What I Learned And What You Can Learn…

This is pretty simple. Keep an open mind and explore the possibilities. Surround yourself with people that will push you to new limits and help you think differently. When you go to the Health Innovation School’s website, there is a great quote:

“Innovation is now a competency necessary for everyone across health and care, no matter what role or level.”

So, who are you going to surround yourself with to change the system from being healthcare to health and care?

What I Will Do And What You Can Do…

Take 15 minutes today and find one person to “hack” away with. Whether it be your personal passion or your professional passion, just do it.

This is How You Can Outrun The DoDo!”


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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, 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, Healthcare, Human-Centered Design, Well-Being, wellness

To He** With Traditional Healthcare! Move Over, There Is Something Better!


The Story…

Well, YES, I did say it! To Hell With Traditional Healthcare! This week I am going to diverge from The Power of Yes In Innovation, to a project that I have witnessed come to life over the past couple of years.

As many of you know, I spent some time as Chief Innovation Officer at Xavier Dr.Amy&Dr.ElenorUniversity. I helped to create and start up the Xavier Center for Innovation. During this time I met one of the most innovative and amazing doctors, Dr. Amy Mechley, MD.

Dr. Amy has a passion and desire to see things done differently in patient care. If you read my blog, It Never Ends…The Journey To The Consumer,  I spoke about “humanizing” health care again. This is a passion for Dr. Amy and her partner, Dr. Eleanor Glass.  I am excited to say the time has come –  they are launching their practice here in Cincinnati – Integrative Family Care.

For the past couple of years, I have spent time talking, ideating, and learning so much about this concept known as Direct Primary Care or DPC.  I will get into this more in a bit – but here is a quick definition from their website:

Direct Primary Care is a simpler way of delivering primary care. It’s an old-fashioned model with a twist. You pay your doctor a monthly fee and that’s it. All your visits are included. And best of all you have quick access with no more three week wait for an appointment.  You have a quick question? Just text me. Not sure if you really need to come in? We can videochat.

Yes! It really is that simple! All of that is included and more. Just go see for yourself! 

What I Learned And What You Can Learn…

WOW! I have learned so much about this concept – it is almost impossible to share it all. Here is a new info-graph our team help put together to explain exactly what Direct Primary Care is and how it works:

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Five Key Elements:

  • My Doc, Right Away – In the DPC model you see, talk to, or video chat with your doctor within 24 – 48 hours. There are many times that it is even faster. Imagine that! A model focused on the patient and not on the system.
  • Saves Me Money – This is a fee-based model. You pay a single monthly fee. No more hidden costs! Full transparency! Yes, you really do take the middle man out.
  • My Choice: Text, Video, Email – Care the way I as a patient desire it. Imagine a parent with a sick child. You no longer have to take the child into the office to expose them to more germs. You can have your visit over video, and best of all, it is HIPAA secured.
  • Longer Appointments – I don’t know about you, but I am sick of having to rush through appointments with my doctor that starts an hour late. Imagine being able to sit and discuss not only my issues for today but my overall well-being. Or, what if the whole family could come in one visit! Consumer-patient friendly care!
  • Family Docs – Isn’t this what care was supposed to be? My whole family is covered and our well-being is at the center of the healthcare experience – not a financially motivated system trying to get their money. Real authentic care! I’m in for this!

What You And I Can Do…

Try it. See if it is for you and your family. Research to see if you have any Direct Primary Care physicians in your area. For so long we have been asking for transparency, authenticity, and humanization of health care. I believe this is the way.

Is it perfect? Probably not. But, is it better than anything I have seen out there? Absolutely! If you have questions, send me a note to Dr. AmyDr. Eleanor, or myself. We believe in this and we are ready to see the face of health care change!

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Consumer Experience, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation

And So It Begins…The Journey To The Consumer!


The Story…

It’s 8:30 in the morning, the room is set, and there are two crazy facilitators at the front of the room. You look at the walls and there are “How Might We…” maps, Journey Maps, a Business Model Canvas, and tons of markers and post-its all over the tables.

Some of you will remember the first time you walked into a room set-up like that. You might have felt uneasy! Perhaps you were even a bit afraid! Some of you may have felt strong resistance and thought to yourself,  “No Way, I’m not doing this!”

Well, this scene was no different. One by one they entered the room – not really sure what was about to take place, but willing to give it a try! The facilitators joined all 10 of their key stakeholders at the table – we were all ready to go! And so it begins (dun-dun-dundun) – The Journey To The Consumer!

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This was the dynamic scene that our team was honored to facilitate this week. We are working with an empathy-driven partner as they begin to peel back the layers to build a stronger relationship with their members.

We met two of the executives from this organization in July of last year where they heard Shawn speak about Breaking The Rules! These executives were excited, intrigued, and ready to take on this amazing opportunity. And so, the journey began this week. You will hear more about their experience over the next 10 – 12 weeks: What we learned! What we failed at! But most important, how we impacted the lives of their members!

What We Learned…

Over the past several years, in many different organizations, our team has led events just like this – and each and every time, we all learn something new. What I love the most is at the end of every day we ask that question, “What Did You Learn?” Here are some of the answers we heard the last two days:

  • No better time than now… Gotta do it right!
  • Now’s the time, we are a fresh pair of eyes!
  • Energized!
  • Having this conversation is critical!
  • Grateful!

These are very powerful words for each of us to hear. We at the Nason Group learned this week, that the group we are working with have heart, have passion, and possess a sincere desire to put the member first! The challenge before this team may be big, but we absolutely believe they can do it!

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What We Will Do…

It is simple! We will stand with and support this team on their journey. We will help guide, direct, and, point them in directions that lead them straight to the consumer. The journey to the consumer is not always easy, but it is always the right way to go. We are also committed to helping this organization with the tools and knowledge to move this work forward long after we are out of there.

What You Can Do…

Very simple! Take the first steps to begin this journey in your organization or business. If you know someone that can help you with it great. Find them and ask for their help. If not, reach out to us at the Nason Group! We partner with you and help you meet the needs of your consumer! One piece of advice, don’t be afraid to start the journey! There is no better time than now!

Consumer Experience, Education, Healthcare, Innovation, Leadership, Power of Yes, Wearable Tech

#CES2017 & Beyond: Where Has The Consumer Gone?


What I Was Doing…

Well, #CES2017 is history! This past week over 175k people ascended on the Las Vegas Strip to see the coolest and newest technologies for 20gallery-1483544485-hair-coach-photo-1-credit-withings17. I have to say, in three days, I walked over 50k steps and saw some amazing technologies. I mean, who doesn’t love drones choreographed to the macarena or a personalized hair coach. Or, the amazingly new sleep number 360 bed. And of course, my new sleep machine by ResMed the S+. I have used the S+ for two nights, and my sleep score is not good at all. Time to decompress and start focusing on my sleep habits.

I had the honor to sit on a panel for the Digital Health summit and as well, moderate a panel during the TransformingEDU summit. As I moved between both ballrooms, I splus-androidheard innovators and industry leaders within healthcare share innovations around attacking cancer, conquering chronic conditions and even one company, Omron Healthcare has a “moonshot”  for zero heart attacks or strokes.

I then looked at connected health, artificial intelligence, and how messaging will be the backbone of healthcare connectivity. In education, I witnessed how virtual reality and augmented reality could change the education experience.

Now, these are incredible ideas – but I could not help but wonder if this exciting maker movement is a trend, a fad –  or is it here to stay? I had witnessed all of these amazingly cool things, but I kept asking myself one question: Where has the consumer gone? 

What I Learned…

Why was I asking myself that question? I wasn’t sure, but then at dinner that night, a colleague of mine asked the same question. Here is my learning:  We have amazing, life changing technology both in the wings and in the marketplace – however, if the consumer is not involved in creating it, testing it, and using it – it is nothing more than technologyThe value in technology is at its highest when it is inextricably linked with the consumer experience.

As I was on the plane home, I read a recent report put out by, Startup+Health. The report shows the amount of money being invested in the digital healthcare space and the areas of interest. Here are a couple of graphs:

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As you can see, there is still a huge demand on patient / consumer experience. The healthcare industry continues to struggle to get it right – to put complete focus on the #consumer. Yet, we as consumers, demand more and more every day from the industry.

Further, the correlation of healthcare to the education industry is mind-blowing. The biggest question I ask is, when will we actually treat students like a consumer and not some second class citizen? Educators need to understand who is paying the bill. In April of 2016, there was an article written about the Ed Tech Cool Down, and it had reached an all time low from an investment place. I am anxious to see where the year ended.

What I Will Do…

This is simple! What I am going to do in 2017 is to keep saying, YES! 

Yes, to innovation! Yes, to the consumer! Yes, Yes, Yes! 

I will listen to the consumer! I will spend more time with consumers, patients, and members! I will take time to hear their story. Remember this, we are all humans. We all have a story to tell – whether it is in healthcare or education – we must involve the #consumer in everything we do.

From the beginning to the end of the process: We need everyone’s voice. I have said it numerous times in my blog. Know Me! Surprise Me! Make It Easy! Focus on this and we will all win!

Spend time this week with your customer, consumer, patient or member!

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