In a blog post last week, Patient IO CEO, Jason Bornhorst discussed a key missing ingredient in population health today. Namely, the relationship between the patient and care giver. Having keenly observed this relationship over the past few years, we have institutionalized several best practices in the development of of our platform. These practices have helped us develop a deep understanding of and empathy for our customers. Here is what we have found to be particularly helpful:
Eat Your Own Dog Food
Use your own product as the end user might. With each release and with each iteration, be your own guinea pig.
Get Out Of Your Office
Observer users in their natural element. The care givers who use our product work in a very dynamic, fast paced environment. Similarly, patients live busy lives. Seeing them in their element gives us a rich understanding of how they might use our solution.
Obsess About Satisfaction
Regularly taking the temperature of our customers allows us to quickly evaluate ourselves. We can easily asses what is working and what needs improvement.
It Is Not Rocket Surgery
Getting to know your customers does not have to be complicated. We’ve been inspired by Steve Krug’s book, Rocket Surgery Made Easy, which breaks down usability testing into a quick but effective methodology. Being in tune with your customers and users is the key to success in most settings. But in particular, given the highly complex interactions in healthcare, the ability to clearly articulate your user’s point of view is non-negotiable to ensure rapid adoption and successful deployment of technology.