How to Prioritize Your Experience Design Work
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The document discusses the importance of transforming healthcare companies into consumer-focused organizations through effective customer experience (CX) design. It highlights the critical elements, tools, priorities, and metrics essential for implementing CX in healthcare, providing insights from industry experts. Overall, it emphasizes the need for healthcare organizations to prioritize and measure CX to enhance personal health over traditional industrial care.
How to Prioritize Your Experience Design Work
- 1. Everything All At Once, or How to Prioritize Your Experience Design Work AHIP 2014 Consumer Series Webinar Program October 2014
- 2. Our Host Principal at Kevin Riley & Associates | modelH • Former chief innovation officer of Florida Blue (BCBS of Florida) • Founder and former president/CEO of GuideWell • Founder of AssureClick • Founder of HealthTHREADS Kevin Riley & Associates formed to help companies with the convergence of health care and the consumer. He founded and was CEO of a national health care retail company, played leadership roles for several national retail health start-ups, and served as the first Chief Innovation Officer of a major insurance plan. Follow me on @kevineriley, linkedin, slideshare
- 3. Our Speakers Ingrid Lindberg CX Officer, Prime Therapeu2cs Jeanne Bliss President, CustomerBLISS
- 4. Under reform, healthcare companies have to move quickly in becoming consumer focused companies.
- 5. They have a lot to do and a long way to go before they can overcome their past and transform “industrial” care into personal health.
- 6. Many are turning to implementing customer experience (CX) within their companies.
- 7. This where we look to gain insights from our conversation today.
- 8. To guide our conversation today I suggest we look at enterprise CX along these lines: the Myths, the Absolutes, the Tools, the Results, the Priorities, and the Resources
- 9. How to Prioritize Your Experience Design Work THE MYTHS
- 10. I want to start by asking what defines CX at a company?
- 11. What myths should people avoid regarding implementing CX?
- 12. How to Prioritize Your Experience Design Work THE ABSOLUTES
- 13. What are the critical elements of CX that every enterprise should have in place at a minimum?
- 14. How to Prioritize Your Experience Design Work THE TOOLS
- 15. Of all of the tools of the trade that people can master to implement CX for healthcare – which ones are most important?
- 17. How to Prioritize Your Experience Design Work THE PRIORITIES
- 18. Imagine you are CXO at a healthcare company – what are your top 3 priorities in year 1?
- 19. How to Prioritize Your Experience Design Work THE RESULTS
- 20. How do we measure CX to keep it honest and relevant for healthcare? What are the most important measures and at what frequency should we measure them?
- 21. How to Prioritize Your Experience Design Work THE RESOURCES
- 22. What are your favorite CX resources, sites, etc. that you can recommend to our audience?
- 23. Final Thoughts
Editor's Notes
- #11: A simple definition of “experience” includes how consumers perceive and interact with channels and customer relationships. According to a recent study by PWC, customer experience in the healthcare space is on a downtrend. Yet, we have seen the proliferation of Customer Experience Officers and teams at many health plans. How can this disconnection be explained? Is there just too much to be done? Is the right work not being prioritized? Is it too hard to get the CX movement started? Is its momentum now gone? Plans appear to be having a hard time knowing where to begin and how to find traction. Join us as we explore how to ensure Experience design takes hold at your company and becomes a meaningful part of how you do business? We will interview two of the most recognized customer experience gurus in the market, Jean Bliss and Ingrid Lindberg. Both pioneers in the fields of CX, they will help us understand actionable ways CX practitioners at health plans can prioritize and execute their work.