The Narrative

Healthcare innovation isn’t rocket science, but you still need to work the experience

There are enough challenges in healthcare where a good digitization of a process can increase engagement, improve connections to services and content, and provide a foundation to scale and deliver better care. Innovation doesn’t have to require AI, chatbots, complex analytics, or the latest emerging tech. Here are four companies who took existing paper-based processes and worked hard on a great digital experience to help the customer and patient and deliver an incredible impact on care

By charlie, ago

Healthcare portals: why is the value of good customer experience hard to articulate financially?

Most healthcare portals are poorly designed. This might be partly because the value of good customer experience is easy to appreciate but we can’t seem to articulate the value financially. Customers are the reason-d’etre of any healthcare organization trying to make people health and happy. Healthcare organizations need to take responsibility and help their customers with access to care by guiding member to cost-effective plans and care, health fluency by providing health information and insights into care transactions, and communication with their health teams.

By charlie, ago

Don’t forget the voice of the patient when designing systems of engagement

The future of healthcare is high-touch, through properly designed software, data, and devices that allow caregivers in these systems of engagement to provide high-value interactions, with optimal cost and outcomes. User-centric design, understanding the care pathway, and not being fixated on technological wonders are all key to provide something useful to caregivers and patients.

By charlie, ago