Customer Experience and Design

Amazon Connect Health Check

Contact Centers are a critical component of every business as it is an entry point for its customers and a pivotal factor in creating a public image. Having a poor and frustrating customer experience can not only turn away existing customers but prevent future growth. The Amazon Connect Health Check can help with identifying subpar […]

In The Hospital Sick Male Patient Sleeps On The Bed. Heart Rate Monitor Equipment Is On His Finger.

Decide Not to Die: What I Learned About Healthcare Strategy by Being a Patient

As healthcare strategists, the first thing we tell our clients is that all healthcare consumers are on a journey. The story goes something like this: they’re told they or a loved one has a condition, they research and learn more about it, and then they decide to reach out for help. It’s at that inflection […]

Young Woman Working From Home

Kaizen Evolution of Your Healthcare Website

In this blog series, we explore experience design for the patient and member journey. Strategy to Improve Digital Experiences in Healthcare Continuous Change, Always Consumer-Centered Designing and creating content for a website is not a one-and-done deal. It’s an ever-evolving venture. Your website is your largest and most expensive marketing tool – you’d be remiss […]

Reach and Engage Healthcare Consumers

Healthcare marketers want to “Wow” – to help their consumers, teams, and organizations thrive. But they often tell us that they’re struggling to make it happen. While marketers and experience leaders have big goals, the work of connecting all the dots – the data, insights, and integrated tools that drive meaningful, personalized connections – may […]

Accessible Videos: Highlight Your Stop, Pause, Hide, and Volume Controls/Mute

In my previous post, we discuss three reasons why incorporating accessible video into your marketing strategy is good for your business. Now I want to do a deeper diver into some of the main ways you can create an accessible video. Let’s start with including controls to stop, pause, hide, or change the volume of […]

Woman Using Laptop, Smiling

Tips to Map Healthcare Audiences: Scenarios and Journeys

In this blog series, we explore experience design for the patient and member journey. Strategy to Improve Digital Experiences in Healthcare Dissect the Experience From the Patient or Member Perspective In a previous blog, we explored how to better understand the people you serve. Once you have identified your subjects, you can role-play in context-specific […]

A New Standard for Interacting with the Web by Keyboard or Screen Reader

In my first post, I shared perspectives and best practices on how to interact with the web using a keyboard or screen reader. To recap, both of these devices are useful and robust forms of technology that give web users the capability to interact with and navigate to content that would otherwise be inaccessible to them. Now we’ll talk about what’s next, and how the Web Content Accessibility Guidelines 2.2 (WCAG 2.2) will create a more inclusive user experience across […]

Three Reasons Why Accessible Video Helps Businesses

Your users are diverse and so is the way they choose to consume media – video being one of the main ones. Video melds both sight and sound, but many users, especially those with disabilities, can have a difficult time understanding the content the video presents if options to assist them, such as transcripts or […]

Online Consultation With Their Doctor

Experience Design for the Patient Journey

We search for health information in times of heightened emotions: fear, stress, frustration, dread—and even, at times, excitement and anticipation. Irrespective of emotional state, when consumers encounter a healthcare organization’s website, they are not asking to be marketed to, nor are they asking for an accurate representation of  departmental structure—they are asking for your help. […]

The Evolution of Digital Design: Why Good Design is More Than Good Aesthetics

Digital design as we know it today is still a relatively new concept. It’s so new that only 22% of 557 organizations surveyed had the design operations to implement the design at scale in 2020, a surprisingly low number when considering the few organizations that tapped into the design for more than just the looks were able to outperform the S&P by 228% over a […]

Eric-Enge-Duane-Forrester-cx-and-ux-are-critical-to-meeting-user-intent-here's-why

Why CX and UX Are Critical to Meeting User Intent – Here’s Why #269

In this series, Eric Enge and Duane Forrester, VP of Industry Insights at Yext, have demonstrated why and how user intent impacts search. So, what should you do to ensure success? How and what should you prioritize? Eric and Duane walk through how to identify if you’re providing a great customer and user experience today […]

The Importance of Interacting with the Web by Keyboard or Screen Reader

Keyboards and screen readers are both useful and robust forms of technology used to navigate webpages and apps, giving web users the capability to navigate digital experiences and interact with content that would otherwise be inaccessible to them. Keyboard and Screen Readers – Not All Users Are the Same It’s often assumed that web users […]

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