Telling stories: Mapping the patient experience at John Muir Health
PX (‘patient experience’) following close to CX (‘customer experience’). Upcoming new kid on the block soon, LX (‘learner experience’).
“For us this not only gave us an opportunity to leverage and diversify methods, like storytelling, to gather insights, but also brought us closer to the heart of the new face of healthcare, the patient.”
(Anel Muller ~ Adaptive Path)
Outside-in approach to design and ROI of patient experiences
The outside-in perspective creates a lot of empathy among designers.
“Many people think that good Customer Experience costs a lot of money but the reality is that when you address the right area the benefits always outweigh the costs.”
(Zhecho Dobrev a.k.a. @Zhecho_BeyondP ~ Beyond philosophy)
Defining Patient Experience
DTDT for PX.
“The sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
(The Beryl Institute)
A(nother) call to action regarding healthcare
Again a broken 20th century institution to refocus on experience: the PX
“In my view, UX designers can do more. Learn about the problematic healthcare cultural characteristics that dominate and that need to change. Alter how you do design research. Don’t limit yourself to incremental innovation and work that is narrowly focused on UIs. Question the advisability of doing projects that, in essence, only amount to putting lipstick on the very large healthcare pig. Escape your comfort zones in order to have the kind of impact on the world that you desire.”
(Richard Anderson a.k.a. @riander)