Staring at Acoustic Ceiling Tiles
There is a Design Thinking opportunity to Emergency Room care. In my previous post, I discussed the time involved in waiting to receive care -queueing properties of ER care. What I didn’t discuss is the feeling and experience of the patient during care. That’s the topic for this post today.
There is a Design Thinking opportunity to Emergency Room care. In my previous post, I discussed the time involved in waiting to receive care -queueing properties of ER care. What I didn’t discuss is the feeling and experience of the patient during care. That’s the topic for this post today.
Emergency Room (ER) Wait Times
The Emergency Room plays a vital role in patient care and plays an important role in communities and society. According to the CDC, there were 119.2 million visits to the Emergency Room in 2007 1. Indeed, the demand for emergency room care is great.
The Emergency Room plays a vital role in patient care and plays an important role in communities and society. According to the CDC, there were 119.2 million visits to the Emergency Room in 2007 1. Indeed, the demand for emergency room care is great.
Dichotomous Thinking at IDEO No More
Recently, Tim Brown, the CEO at IDEO came to a realization that Design Thinking can coexist with Six Sigma and Lean. For a while, his stance was really of black-and-white thinking: it’s either Design Thinking or Lean Thinking. This position is akin to a student who believes that if he doesn’t earn an “A” in a class, he believes he failed. Clearly, not healthy.
Recently, Tim Brown, the CEO at IDEO came to a realization that Design Thinking can coexist with Six Sigma and Lean. For a while, his stance was really of black-and-white thinking: it’s either Design Thinking or Lean Thinking. This position is akin to a student who believes that if he doesn’t earn an “A” in a class, he believes he failed. Clearly, not healthy.
Goodbye Customer: Loyalty, Costs, Complexity, and Recovery
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
We Remember Experiences, Not Features
“people remember experiences, not features or attributes” – a.g. lafley
I love companies and products that are disruptive, simple, and yet elegantly meets an unarticulated but dire customer need.
Today, we are speaking with Gauri Nanda, the inventor of Clocky and founder of nandahome.com.
+++++
Tell us a little about yourself: education, background, and career focus.
“people remember experiences, not features or attributes” – a.g. lafley
I love companies and products that are disruptive, simple, and yet elegantly meets an unarticulated but dire customer need.
Today, we are speaking with Gauri Nanda, the inventor of Clocky and founder of nandahome.com.
+++++
Tell us a little about yourself: education, background, and career focus.
