Customer Experience + Design

This is a topic I touched on a couple of months ago in my blog “EHRs, Analytics, Utilization and Population Health.” Health Systems have been on a tear over the last several years with the deployment of technology to enable the transactional or tactical execution of business activities and delivery of care. With the diversity […]

This week, I met with the IT organization of a large hospital. We talked about their technology, their culture, and their needs. There were a couple of quotes that I found interesting. “Our Physicians just want a report; they won’t dig for the data themselves.” “They know we [IT] are so backlogged, they no longer […]

Moving forward in the arsenal of tools are the JAD sessions. JAD (Joint Application Discovery) is also known as discovery sessions in which the truth of processes, procedures, or workflow is truly brought to light. JAD goes beyond the regular interview by pulling resources together to perform a review involving those previously in singular or […]

In doing some research into Adobe CQ5.5, I came across an interesting article that sent me into a new research mission today.  (Whenever I see something new, I just have to research it right then and there.) So I came across this link in Google:  TWITTER BOOTSTRAP FOR ADOBE CQ5.5.  I had no idea what […]

Celebrities are immediately recognizable and in some cases, the majority of the people using the persona may have a good idea of “who” that person is. So it would make sense to consider using them for personas, however in most cases this is a poor choice. I’ll use Matt LeBlanc as an example. Matt played Joey Tribbiani on […]

Ta-da! Salesforce and Twitter have announced their global alliance. This agreement enables Salesforce’s customers real time access of the (more than) 400 million public tweets generated daily and builds on a three year relationship between these social powerhouses. But what’s this got to do with your business (you may be asking)? Good question! Why is […]

Jared Spool presented “The Secret Lives of Links” as the closing keynote at Big Design 2012. Links do not get enough of our attention and too often are viewed as “just a way to connect stuff.” The fact that websites still have links with “click here” and “learn more” (first and second place for worst links, […]

Axure, an interactive prototyping tool, allows you to publish prototypes online at AxShare. I tried it out today and overall, it is a nice tool and provides a quick, simple way to share clickable prototypes with others.  AxShare isn’t a new tool – Molly Malsam had mentioned it in as a “Collaboration Tools I Wouldn’t Want to Live […]

I had the privilege to present at Big Design 2012 in Dallas, TX. I’ve wanted to go to Big Design since it hit the scene a few years ago as I’d heard many wonderful things from friends and peers that have gone. During my visit, I was able to meet up with old friends, find […]

Escalating costs and suboptimal quality of care are indicators that the healthcare system is broken. Preventative care is being pushed aside and traded for costly ER visits and inpatient hospital stays. The problem does not end here, however; once patients receive the necessary inpatient care, many are discharged to only end up back in the […]

Earlier this month I presented “Resizing User Experience” at Midwest UX down in Columbus, OH. No, I didn’t talk about how to fit a website on a wristwatch—I addressed a persistent challenge faced by those who work at a design agency: how to adjust process and scale your efforts appropriately when the scope of projects […]

In my last blog posting, I talked about the role of the Data Governance Board as the key decision making body in Enterprise Data Governance. The decisions which the Data Governance Board should make should be highly strategic in nature – you don’t want executives and senior leaders sitting around arguing over fine distinctions in […]