Customer Experience + Design

I’ve been participating at HIMSS for the past five years but have never had the opportunity to attend the Keynote Sessions. This year, I am excited to be able to hear Dr Eric Topol, West Endowed Chair of Innovative Medicine, Scripps Health and Professor of Genomics, The Scripps Research Institute, give his thoughts on “the […]

Modern applications are multi-tiered and include technology such as a multi-channel presentation layer (web, mobile, cloud, B2B), an event driven business process layer, and services and APIs with legacy integrations. Yet our design deliverables have not kept up. See the full post on The SOA Blog

No question about it, HIMSS is my favorite conference of the year. Not because I get to use more abbreviations and acronyms in one week than I do all year or because I get to connect with old colleagues and make new friends. And believe it or not, it is not because I thoroughly enjoy […]

I’m the type of person that dares to dream. So, in this time defined by simple patient messaging and health records sharing, I wonder what a future defined by the capture of health behavior data would look like. I do very much believe that we are moving towards a future where we use this health […]

Michelle McNickle recently published an interesting article in InformationWeek, titled “Can Avatars Improve Patient Outcomes?” which has sparked my interest in these new “physician extenders.” Can we actually use these personifications to improve patient care, patient outcomes and possibly even help chronic care patients learn about their disease in an anonymous manner so they don’t […]

The #HIMSS and #HIMSS13 hashtags have been generating more and more buzz as we pass the two week mark before the show opens. The annual HIMSS conference is a very social event, and the long list of Tweet Ups and Tweet Chats reflects this. Here are a few of the social media events that Perficient […]

The story of how Southwest Airlines was founded is one of my favorite stories to share about the power of a sketch. If you are not familiar, take a moment to hop over to Dan Roam‘s blog post Southwest Airlines keeps up the napkin spirit…I’ll wait because I trust you’ll return. Back….good. Dan Roam refers […]

Surprisingly, many support organizations today still don’t know how to deliver a “wow” customer experience.  Simply put, it starts with knowing your customers.  I’m not talking about the big picture, market research trends, I’m talking about the basics, like “Who am I? What products/services have I purchased? How long have I been a customer? What […]

Healthcare organizations are challenged with collaboration and coordination of patient care while struggling with many aspects of payment and quality. The shift from a traditional fee-for-service model to the ACO has many physicians worrying about a return to capitation versus risk and cost sharing. The key is managing the health of a fixed population of […]

Today, we have a Q&A guest post with one of Perficient’s Data Governance Architects, Ben Leeson. Ben has extensive experience working on master data and governance projects for today’s leading financial services companies.  He will also be a part of our  upcoming financial services webinar, “Creating a ‘Customer 360’ with MDM in Financial Services” where […]

Since my last post about making emotional response part of the design process and a defined focus of research, I’ve been wondering how you help make user responses, not just success, matter to a design and development team and get them to focus on it. One idea I came up with is user response bingo.

Anyone that knows me well has undoubtedly learned the following: I’m an e-patient advocate I’m proud of the fact that I’ve had an electronic health record since I was in grade school I’ve been blogging since before it was called blogging, but my passion for social goes well beyond my own addictions. I believe social […]