Day: June 1, 2020

V22 – Intro to the Principle of Personalizing

It’s June—the month of Personalizing. This principle that helps our team members, providers, patients, and guests feel heard, seen, known, and remembered. Personalizing—creating an Experience for each person—provides deeper meaning and shapes the positive memories.

Think about it. When was the last time you had a Personalized Experience—one that felt like it was created just for you? Were you surprised? Delighted? Did you feel special? This month, we will showcase ideas that you and your team can utilize to bring that feeling of specialness (something we like to call “designed magic”) to the Experience you’re creating across your system.

Maybe She’s Born with It…

The beauty industry may not be your first thought of where to turn when learning about the powers of Personalization, but that’s what we’re here for. Take a peek at the Lip Lab in New York City. While currently closed as a result of COVID-19, this lipstick haven guides customers through the ultimate personalization journey. A Lip Lab Artist helps guests create their own personal shade, with a custom finish and scent. It’s made on the spot, and guests walk out of the store with their very own custom lipstick.

Too far from your health care frame of reference? Maybe this is a little closer: Curology is a San Diego-based custom acne treatment company. After sharing information about your skin, along with photos, their team of medical experts formulates a bottle of topical acne medication specific to your needs, assigns you a medical expert to coach you through your healing, and helps track your progress.

Both of these exemplars demonstrate how taking the time to get to know someone can, in turn, both Personalize and improve the Experience you create.

These companies customize products on the spot. How might we Personalize an Experience for a guest who is already in the building? What simple questions might we ask them at check-in to help Personalize a better Experience?

LOOKING at Personalized Learning

The notion of a classroom and education is being LOOKED at with fresh eyes as students across the country spent their spring semesters learning from home due to COVID-19.   To date, “Personalized learning” has equated to a computer-based education system that allows students to set their own goals and pace and receive instructions via algorithms at the point where they individually need it. This podcast explores the benefit of the approach. And while it is based on an individual’s skills and has been a wonderful support piece of the teaching puzzle, in it’s current form, it’s not the perfect answer.

This Forbes piece proposes a new definition for consideration.  What if this fall Personalized learning meant designing an education Experience that was just right for each child?  It would require more time, more resources, more effort, and yet it may be the beacon of possibility schools need to design toward for students to thrive in what will certainly be a different beginning to the new school year.


LOOKING at our own learning tools and techniques, what might we need to modify? What questions could we ask to understand how each team members best learns? How might this insight inform and influence the environment and approach we take?

Coming Back for Shake Shack

Danny Meyer, the culinary genius behind restaurants such as Shake Shack and Union Square Cafe, knows that his customer loyalty doesn’t stem from great food but from the feeling of recognition he gives his customers. Personalization is a great tool for recognizing a customer or guest – it validates their existence and the part they play in the Experience. When we acknowledge the humanity behind the customer, each individual is more likely to return to your organization again and again. Much like in the culinary industry, there are many opportunities for Personalizing in health care: remembering guests by name, understanding and accommodating dietary restrictions, and offering unique Experiences for guests celebrating a special day.

In what ways might we recognize and remember guests?