The problem is most companies develop their apps technology first, says projekt202
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When the former Minister of Science, Technology, and Innovation Minister became the Health Minister, he brought with him the understanding that the country needs to develop more medical technologies as the country moves into the endemic phase.
And yet when we look at the technologies in our healthcare systems today, it is still a jumbled mess.
Take for example the MySejahtera app that we use every day. There seems to be a disconnect between how it is meant to be used and how it is being used.
Despite the registration process, the app would still give pregnancy options to male users and it took several updates and changes before it became the relatively more user-friendly app that it is today.
And that is just an app on a consumer level.
According to Peter Eckert, the Chief Experience Officer and Co-Founder of projekt202, that is only the tip of the iceberg.
On a global scale, the healthcare artificial intelligence software, hardware, and services market is predicted to surpass $34 billion worldwide by 2025.
A healthcare system, be it the user interface of the machines in hospitals, the registration systems at a clinic, or even the system that interfaces between a healthcare provider and human resource, they should all have been designed with its user at its core, but they are not.
Most companies first build the tech then adjust it to fit business needs before finally releasing it to its consumers and finding out that they have to make changes later.
In my 25 years of experience, this is a common mistake that can be rather wasteful and expensive. User Experience (UX) is merely an afterthought for those companies. Technology should be designed to fit people’s needs and not the other way round.Peter Eckert, the Chief Experience Officer and Co-Founder of projekt202
Technology Is A Means, Not An End.
He explained that technology is the tool for getting better customer experiences and business strategies.
Most of us do not have to imagine the multiple and seemingly unnecessary steps just to make a simple money transfer to a friend or just to make a purchase on a shopping app.
Wouldn’t it be ideal if the user interface improved to make it as simple and hassle-free as possible?
Apply That Data
Companies today collect user data like dragons hoarding gold. And just like those dragons, they usually don’t know what to do with it.
These precious data sets can help businesses understand customer behaviours and use them to provide valid methods of enhancing customer experience. Not just to charge them more during peak hours.
Using aspects of Behavioural Science to understand the core needs of customers, we then use Qualitative and Quantitative Insights to strategize, innovate, design, build and deliver better experiences faster to market. In other words, empathy for people’s real needs and problems!Peter Eckert, the Chief Experience Officer and Co-Founder of projekt202
There Is No Panacea
Complex problems require complex solutions. We see it first hand in how Malaysia handles the pandemic. The solutions used in East Malaysia, Klang Valley, and the rest of the country are different.
When tackling problems the question is not whether to employ a high-tech or a basic solution. It is a matter of finding appropriate strategies to solve the issues that users face, by firstly uncovering the underlying root cause.
It is as simple as observing the intended user, establishing a dialogue, and getting user feedback. Studying where and how the solution would fit in their life. This step alone would reduce so many costly mistakes.
A Better User Experience Is Affordable
Effective strategies for improved UX can be tailor-made for Small & Medium Enterprises according to their business needs and budget.
Experience Transformation companies like projekt202 can help both big and small companies become more agile to evolve with the market and customer ecosystem.Peter Eckert, the Chief Experience Officer and Co-Founder of projekt202
Many companies talk about being agile, but few walk the talk.
How we make this happen is by helping companies create better customer experiences and in the process drive operational efficiency.
The results are; more satisfied customers and employees, while saving time and money for the business.”