| © 2022 Freed Associates, Inc. 14 Many organizations fail because they become more invested in developing capabilities than achieving outcomes. This is particularly true when a team focuses more on launching a technical capability than incorporating real-time consumer feedback. Organizations that get “test and learn” right must be willing to scrap, modify, and continually evolve capabilities. PRO TIP: Test. Learn. Repeat. The backbone for design and implementation of consumer experience improvement work is the utilization of a “test and learn” process. Successful organizations focus on testing and prototyping quickly, then incorporating consumer feedback with the goal of discarding bad ideas before they seek funding or go too far in implementing a solution that’s not effective. This type of ongoing engagement with consumers can be overwhelming, but don’t get discouraged. Consumer research experts can help with this critical component of design and implementation. Design and Implement. © 2022 Freed Associates, Inc. ADDITIONAL INSIGHTS. Three Key Lessons for Digital Health Care from the Consumer and Service Industries.
RkJQdWJsaXNoZXIy MzY4MjIw