Nodes of Design#61: Customer Experience for Healthcare by Eric L Hu

Eric L Hu is a strategy director at AKQA, passionate about customer experience and product design in healthcare, mobility, and omnichannel retail. He has led various lives; from performing artist to product manager, commercial photographer to consultant, Eric has worked hard to enable serendipity through the power of surprise — or more simply put — unifying insights across categories where others may see disjointed ideas. Today, he is focused on making brands iconic by becoming irreplaceable and indispensable to the consumer.

In this episode, Eric shared great insights on customer experience and why customer experience matters for healthcare systems. We then spoke on how seamless and hyper-personalisation works in healthcare by leveraging the data and improving the systems. We discussed how to craft consumer experiences for healthcare considering accessibility and inclusive point of view and the various ways to measure the success/failure metrics of a consumer experience.

Takeaways:- How does customer experience work in healthcare, How hyper-personalisation can be done leverage data, Various ways to measure the success/failure metrics of a consumer experience.

Podcasts/Books Recommended by Eric L Hu

Books:

• Shoe Dog, Phil Knight
• Ishmael, Daniel Quinn
• The Fountainhead, Ayn Rand

Podcast: 

• Pivot Podcast: Kara Swisher + Scott Galloway
• The Ezra Klein Show

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This podcast aims to make design education accessible to all. Nodes of Design is a non-profit and self-sponsored initiative by Tejj.