Resources from today's episode

• If air travel worked like healthcare 

Takeaways

Definitions shape how we see consumerism 

• The way we understand “consumerism” has changed to focus on transaction rather than choice.
• Language shapes our relationships with the world, and healthcare often looks at consumers too narrowly. For instance, “patient” may not be the most personalized way to describe a relationship to a hospital.
• We should look at consumerism more holistically – in a way that accounts for needs beyond just the rational.

The power of digital experiences in shaping your brand 

• Technology adds to the consumer experience, but it is not the experience. Digital exists within the end-to-end journey, fitting seamlessly with non-digital experiences.
• Transitions between digital and in-person encounters must be seamless, or else new pain points will arise.

How Intermountain caters to the consumer experience 

• Intermountain implemented My Health + to allow consumers to check symptoms conveniently, effectively, and affordably. This experience is tied intimately with follow-ups, labs, etc.
• Intermountain improved the patient-nurse relationship by making feedback loops more human-oriented and less task-oriented. Healthcare seems incredibly different from Disney, but the same human factors come into play. For instance, safety is a top priority not just for health systems but also for airlines, Disney, and beyond.