Posts tagged as:

humane design

Staring at Acoustic Ceiling Tiles

by Pete Abilla January 25, 2010
This entry is part 5 of 28 in the series queueing theory

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. We know that ER Wait [...]

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Emergency Room (ER) Wait Times

by Pete Abilla January 21, 2010
This entry is part 4 of 28 in the series queueing theory

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. With the aging demographic, we can expect the demand for emergency [...]

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Dichotomous Thinking at IDEO No More

by Pete Abilla November 11, 2009

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 [...]

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Goodbye Customer: Loyalty, Costs, Complexity, and Recovery

by Pete Abilla August 22, 2009

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 [...]

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We Remember Experiences, Not Features

by Pete Abilla June 12, 2008

“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 [...]

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