Customer Experience + Design

If you were given no more than a tenth of a second to make an impression on a customer or prospect, would you able to make a good impression? According to Princeton psychologists, that’s how long it takes to form a first impression. And on top of that, researchers estimate consumers see over 300 ads per day and […]

In his blog What Happens When You Push the Broccoli Button? Brian Flanagan brought up a great point about iconography.  A few hours later after reading it, I misinterpreted the meaning of an icon on a website. I showed the icon to Claire, a co-worker, who guessed something completely different would happen upon clicking the icon than I did, yet […]

Whether you are a designer, non-designer, or client in the IT industry, you will certainly be involved in design critique at some point in time – visual designs, prototypes, images, or sketches. This post indicates common mistakes during a design critique and how to provide actionable feedback to the designer to produce the best possible design. […]

  The Merck Manual, first published in 1899 and one of the most widely used and comprehensive set of medical resources for professionals and consumers, has finally decided to stop printing paper versions of the book. Editor-in-Chief of The Merck Manual, Dr. Robert S. Porter, summed up their motivation for the transition nicely: “There will […]

  Obamacare wins again. The Supreme Court has ruled in favor of Obamacare. They held in a 6-3 decision that the Affordable Care Act authorized federal tax credits for eligible Americans living not only in states with their own exchanges but also in the 34 states with federal exchanges. Those that challenged the law argued […]

Haven’t read Top 5 Tips for Improving Online Forms yet? Start there. Now back for more? Check out the handy tips below. Highlight optional fields instead of required fields. Why? In a perfect world, all fields on your form would be required. Why would you collect information you didn’t need? In our imperfect reality, the majority of fields on […]

Collaboration is a topic that near and dear to my heart, both as a practitioner as well as an employee. I spent my formative years working at an international bank company, 110,000+ employees, 72 countries, back when you could tell people you worked for a bank. One of the challenges we had on a grand scale […]

  This is a phrase that caught my eye here at #ANI2015 on the showroom floor. I’m sure the intent was to discuss revenue cycle solutions but for me this phrase manifests in other ways. Namely “understanding true cost” and “providing transparent pricing”. Both are important topics that correlate to consumerism and to the “Healthy […]

  On June, 28, 2015, CNN will be presenting Glen Campbell: I’ll Be Me, a documentary that showcases the life of the award-winning musician who struggles with Alzheimer’s. What’s unique about the film’s presentation, aside from the story itself, is that it will be complemented with three targeted commercials: a 30-second commercial, in which Eli […]

  The healthcare industry continues down the path of transformation with the goal to provide higher quality, lower cost care for individuals and overall populations. To meet these new objectives, healthcare providers are entering into newly formed partnerships and entities, which bring regional healthcare providers together with health plans to address population health, integrated care […]

I was surprised to know that designing for people with various forms of literacy issues would benefit literate users. In one study presented in a session I am now attending, I learned it does! Another surprise, about 50% of U.S. citizens report some type of literacy problem. As a result, when we think about digital transformation […]

Last month I attended a Healthcare Marketing Summit in Chicago. During the event, Melody Smith Jones, Manager of Connected Health at Perficient discussed how hospitals should be taking the best practice marketing ideas and approaches from the retail industry and applying them to healthcare. Setting the stage for applying A Retail Strategy for Healthcare Melody […]