Putting Customer Experience at the Heart of Healthcare
Designing healthcare solutions for the empowered generation
05 February 2020 Carla West
Our very own Carla West writes for Hospital Health on how to design healthcare solutions for Millennials. Having spent the last 12 months immersed in research with industry leaders such as St Vincent's Hospital Australia, Teachers Health Fund, and National Acoustic Laboratory. The article outlines some key strategies for targeting the empowered generation.
Most of us are aware that health care is behind the times when it comes to digital maturity. A lack of adoption of more sophisticated methods is mainly due to health care’s intense regulatory requirements that have led to a significant focus on patient data security, often at the expense of innovation and experimentation.
However, it’s becoming harder to ignore that Millennials and Generation Z (those born from 1981–1996 and 1997 onwards) are shaking things up, taking healthcare innovation into their own hands and bringing a new, patient-focused approach to the forefront.