Comments on: Is healthcare the great untapped user experience market? http://www.everythingisdesign.com/2007/08/06/is-healthcare-the-great-untapped-user-experience-market/ Chicago, user experience, interaction design, information architecture, information design, usability, graphic design, product design, strategy. Mostly. Sat, 26 Mar 2011 13:10:02 -0400 hourly 1 http://wordpress.org/?v=3.1.4 By: Gino http://www.everythingisdesign.com/2007/08/06/is-healthcare-the-great-untapped-user-experience-market/comment-page-1/#comment-5852 Gino Fri, 10 Aug 2007 20:24:48 +0000 http://www.everythingisdesign.com/2007/08/06/is-healthcare-the-great-untapped-experience-market/#comment-5852 Oh, precisely. Isn't that the whole reason why Carmax is so successful? No haggling, just agree and go? Never mind the after purchase care. The way I hear it, buying and servicing a car in America from a dealership is almost as close as you can go toe-to-toe with a shark without getting into the water. Sad, but, the way that the system is incentivized and structured now, the likelihood there will ever be a user experience officer for a car company is small to none. Which makes it even more sad because if ever Detroit was dedicated to winning, they should make it a corporate initiative. Oh, precisely. Isn’t that the whole reason why Carmax is so successful? No haggling, just agree and go? Never mind the after purchase care.

The way I hear it, buying and servicing a car in America from a dealership is almost as close as you can go toe-to-toe with a shark without getting into the water. Sad, but, the way that the system is incentivized and structured now, the likelihood there will ever be a user experience officer for a car company is small to none. Which makes it even more sad because if ever Detroit was dedicated to winning, they should make it a corporate initiative.

]]> By: Brian Lunde http://www.everythingisdesign.com/2007/08/06/is-healthcare-the-great-untapped-user-experience-market/comment-page-1/#comment-5850 Brian Lunde Fri, 10 Aug 2007 13:39:02 +0000 http://www.everythingisdesign.com/2007/08/06/is-healthcare-the-great-untapped-experience-market/#comment-5850 Thanks for pointing me to the Cleveland Clinic Announcement. I should have caught your blog post before I wrote <a href="http://customerexperienceleaders.typepad.com/customer_experience_leade/2007/08/take-a-cab-to-c.html" target="_new" rel="nofollow">mine</a>, referencing a WSJ article about the use of patient and family advisory boards in hospitals!. I agree with you that healthcare is ripe with opportunity for customer experience management. And here's another one: automobile dealerships. Thanks for pointing me to the Cleveland Clinic Announcement. I should have caught your blog post before I wrote mine, referencing a WSJ article about the use of patient and family advisory boards in hospitals!.

I agree with you that healthcare is ripe with opportunity for customer experience management. And here’s another one: automobile dealerships.

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