When you change a process, you have to think about the entire experience of the new process. Why?

In short, you want people to follow the process and have a good experience of your service.

I experienced a very broken process yesterday that saved the owner of it money but put additional burden of both time and money on the user. In my case it was a government process with no way around it but those types of broken processes in the corporate context are ripe for a workaround.

In healthcare there are a ton of workarounds. For example:

– EMR design problematic. Turn off the field requirements.

– Staffing model problematic: Adjust the acuity of the patient population.

– Contracted rates problematic: Drop out of the network.

– Billing and payment problematic: Bill the patient.

Each problem and every workaround has an impact to the patient and their experience of the healthcare system.

The problems with the experience have been compounded by the number of solutions that are not integrated into the system. When everything is piecemeal it makes the system feel more fragmented and difficult to use.

To make the system feel less broken, we need to think about the end-to-end experience of how patients are expected to discover/access, use and share their results with the professional that needs them.