Nodes of Design#61: Customer Experience for Healthcare by Eric L Hu

<p><a href="https://www.linkedin.com/in/ericlhu/">Eric L Hu</a> is a strategy director at AKQA, passionate about customer experience and product design in healthcare, mobility, and omnichannel retail. He has led various lives; from performing artist to product manager, commercial photographer to consultant, Eric has worked hard to enable serendipity through the power of surprise — or more simply put — unifying insights across categories where others may see disjointed ideas. Today, he is focused on making brands iconic by becoming irreplaceable and indispensable to the consumer.</p> <p>In this episode, Eric shared great insights on customer experience and why customer experience matters for healthcare systems. We then spoke on how seamless and hyper-personalisation works in healthcare by leveraging the data and improving the systems. We discussed how to craft consumer experiences for healthcare considering accessibility and inclusive point&nbsp;of view and the various ways to measure the success/failure metrics of a consumer experience.</p> <p>Takeaways:- How does customer experience work in healthcare, How hyper-personalisation can be done leverage data, Various ways to measure the success/failure metrics of a consumer experience.</p> <p>Podcasts/Books Recommended by <a href="https://www.instagram.com/ericlhu/">Eric L Hu</a></p> <p><strong>Books:</strong></p> <ul> <li><strong>Shoe Dog, Phil Knight</strong></li> <li><strong>Ishmael, Daniel Quinn</strong></li> <li><strong>The Fountainhead, Ayn Rand</strong></li> </ul> <p><strong>Podcast:&nbsp;</strong></p> <ul> <li><strong>Pivot Podcast: Kara Swisher + Scott Galloway</strong></li> <li><strong>The Ezra Klein Show</strong></li> </ul> <p>Thank you for listening to this episode of Nodes of Design. We hope you enjoy the Nodes of Design Podcast on your favourite podcast platforms- Apple Podcast, Spotify, Google Podcasts and many more.</p> <p>If this episode helped you understand and learn something new, please share and be a part of the knowledge-sharing communi