Our Ideas - UX + Design
The truth? Your customer experience isn't about “brand awareness”. Or “onboarding.” Or “support.” When your customer needs something, they’re not thinking about funnel stages or your org structure. And ultimately, you shouldn't either. Don’t get me wrong—a good funnel diagram has its place. It’s an important principle that can help you organize your thinking and coordinate your efforts. But it can’t be the be-all-end-all for an organization that wants to be successful across the entire customer journey. (Try picturing a... Read More
Bright shiny object syndrome (BSOS) can be dangerous. The temptation for industries to adopt every latest technological tool and digital trend is often too great to resist. The result is often a spray of gadgets and gizmos that result in lost time and money — and distract decision-makers from strategically investing in durable, valuable, ROI-driven innovations down the road. In the health care industry, BSOS couldn’t be more relevant. Walking the showroom floor at HIMSS in February, I saw booth... Read More
After world chess champion Gary Kasparov lost to IBM’s Deep Blue in 1996 he recalled, “I had played a lot of computers but had never experienced anything like this. I could feel — I could smell — a new kind of intelligence across the table.” Two decades later, artificial intelligence (AI) is beginning to make it’s way into healthcare with all the ingredients to make a real impact. Today’s AI systems (which include the realms known as big data, machine... Read More