Product Mastery Now for Product Managers, Leaders, and Innovators 555: How human-centered product innovation is transforming healthcare – with Joseph Michelli, PhD
Sep 1, 2025
Dr. Joseph Michelli, a renowned speaker and consultant, shares insights on how human-centered product innovation is reshaping healthcare. He discusses One Medical's unique approach to integrating technology in patient care while maintaining a personal touch. The conversation touches on balancing automation with empathy, the importance of employee satisfaction, and how exceptional customer experiences drive loyalty. Michelli also highlights lessons from brands like Ritz-Carlton and Starbucks, emphasizing the need for continuous improvement in service delivery.
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Blank-Slate Healthcare Redesign
- One Medical redesigned primary care by eliminating needless friction like the double-wait and limited appointment booking.
- They optimized convenience and access with scheduling, same-day visits, and an integrated app-driven experience.
Use AI To Route Issues Correctly
- Route messages with simple AI triage so administrative issues go to admin queues and clinical concerns go to clinicians.
- Use tech to ensure queries land with the right team instead of adding friction for patients and staff.
Design Jobs For Human Sustainability
- Improving employee experience reduces burnout and preserves the caregiver's calling.
- One Medical uses background tech (like exam-room transcription) so clinicians can focus on patients, not documentation.
