Personalization: Mini but Mighty

When the makers of the Mini Cooper set out to understand Millennials, survey results found that Personalization was a key factor in choosing one model over others. More than safety or cost, millennials want their car to reflect their Personality and their lifestyle. Thanks to an ever-increasing amount of customizable features when ordering a Mini, millennials can do just that. Moving beyond paint color and engine type, Mini USA met their customers’ demands by offering more than 10 million Personalized combinations. Walk through a Mini lot, and you’ll have a hard time finding two alike.

How is health care responding both internally and externally to the influx of millennial customers? What are ways that our organizations can understand our future team members and patients by anticipating their needs before there is a disconnect? How might we modularize customizable aspects of our Experience to make it easy to provide choice?