Empathy is a buzzword in the UX world, as it should be. We agree that to develop great customer experiences, you need to truly understand your customers – their feelings, needs, concerns and motivations. That begins as early as the research phase of a project. And when it comes to customer journey mapping, we’ve developed a…
Smart Thinking
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In the healthcare profession, we see human beings at their most human. Vulnerable, sick, scared and tired–patients can be overwhelmed and intimidated by the processes and procedures that comprise the modern healthcare system. When they or their loved ones are sick, it can be difficult for patients to concentrate on details, make rational decisions and follow-through on instructions. Healthcare system…
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Imagine a patient enters your hospital’s front doors. As they step into the main lobby they are bombarded with giant billboards declaring your hospital’s most recent accolades and accomplishments. From the information desk, a hospital staffer begins loudly reading these billboards with a bullhorn. Each miniature commercial ends with the hospital employee following the patient down…
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The primary healthcare manager in most households is a busy, working middle-aged woman. These women can find themselves coordinating doctor’s appointments, insurance claims and healthcare decisions for their children, their spouse, aging parents and themselves–not an easy task. These healthcare managers are looking for a one-stop shop for all their healthcare needs and they want…
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What does flinging perturbed birds at egg-stealing pigs have to do with improving your customer experience? For one of our clients, thinking about Angry Birds gave them a strategic insight into motivating their end users. Recently, we hosted a workshop on the Psychology of Design for a Red Privet client that offers a web-based corporate…