In our previous article we wrote about how customer experience starts with customer understanding and what techniques you can use to gain those insights. Today we’ll focus on other influential factors which have an effect on the customer experience.
User researchers can engage better in interviews with people with dementia by doing what should seem obvious: approaching them like any normal human being.
Co-creation matters, yet how we approach it depends on who is involved. Especially when children are involved the approach needs to be tailored. If you’re thinking about co-creating with children, here are some tricks to get you going:
In a fast-evolving sector that is now being rethought from the point of view of the consumer’s experience, customer focus is a critical factor for success.
Creating user journeys can be a sluggish process. You have to do interviews, then ploughing through a plethora of notes, analyse and process them on a poster and perhaps do some post-interview questionnaires because you found many gaps in the story.
In the future healthcare services will be radically different than they are now. Developments in DNA sequencing, testing, analysis and therapy are slowly becoming a very real threat to healthcare as we know it. As patients (will) have more options than ever before the need for a new business model arises where the patient can’t and shouldn’t have to manage every single interaction. And while having a ‘single point of access’ might be utopic thinking, for the patient it would be the best solution. This is where we see the creation of a patient-to-network business model providing patients information, care and even treatment in the comfort of their home.