The new Health Cloud offering from Salesforce is a bold step that will help take healthcare further into the post EMR world. In this post I will try to explain how such cloud platforms can facilitate change and to do this I will relate it to work in the trenches.
Just finished reading a McKinsey Insights article titled How the payments industry is being disrupted. The summary article and the downloadable full report paint a fascinating picture of the disruption confronting the global payments industry, which weighed in at a healthy $1.7 trillion in 2014, and is expected to grow at a CAGR of 6% over the next five years. Highly recommended for anyone involved in enterprise digital transformation.
I ride a Moto Guzzi motorcycle, pictured above. I love it. I am hooked. The exhilaration of being at one with the road, the sensory input and the feeling of freedom is the addiction that hooks many a motorcycle enthusiast. As fun as it is, there’s a lot to keep in mind, and more so than in a car, motorcycle riders are constantly assessing immediate needs as they venture on their journey to their destination.
I admit it. In real life bugs freak me out. Cockroaches? Disgusting and do not want them anywhere near me. Titan beetles… my skin just crawled. And of course do not even get me going on spiders. So it is no wonder in technology, when we hear about bugs we instinctively recoil. But I’m going to let you in on a little known fact, bugs are features, in fact they’re our friends.
Really? Appreciating bugs or issues are features requires us to step away from our bias, against; bugs, customer issues, production faults or whatever we call the customer pain points our products have created for our install base. By removing bias the situation is no longer emotional, without emotional bias we are liberated to evaluate through evidence-based approaches regarding these issues. The rest of this article I will simply refer to everything as issues that describe anything causing pain for our customers.
User experience. It’s something you may be hearing a lot now, and there’s a reason for that; it’s what’s differentiating companies who are embracing digital from those who are stuck in yesterday’s paradigm. As COO of Persistent Systems, I have the opportunity to meet with top executives at many of our clients. As more and more look to go digital, or undertake a Digital Transformation, user experience and Design Thinking are two key components of the foundation for that. Allow me to explain using an example of something I hear in some variation repeatedly:
“When I see a BMW, even from a distance, I know it is a BMW. And although there are dozens of models, when you drive them, you get a similar feel and experience… Why can’t this happen to the products that my company creates and sells?”
“Our clients are doctors and we have these six products that they use. But each looks and works in an entirely different way. This is so inefficient. I am sure if we could have a common set of behaviors, it will make our clients much more efficient and happy. Additionally, it will save huge costs of development for me as well”.
“If I have used Microsoft Word, I already know one-fourth of Microsoft PowerPoint. Also, I do not need any tutorials if someone recommends Microsoft OneNote and I need to start using it today. I wish this was true for the products that my company develops”.