V24 -Exemplars of Personalizing
When a composer, an audiologist, and an entrepreneur get together, you get incredibly Personalized products such as Even’s over-ear and in-ear headphones that tune the sound independently for each ear. Powered by their “onboard hearing test” which tests eight frequencies in your ears and then determines your “EarPrint” (the way you hear and Experience sound), Even’s headphones tune in real time to create an immersive sound Experience just for you. What some are calling the prescription glasses for your ears, Even headphones highlight the unique and beautiful differences in each person’s hearing and also protect your ears by not allowing you to crank the volume too high to overcompensate for hearing challenges. That’s music to our ears.
|We have the privilege of getting to know our patients and their unique hopes, preferences, and needs. What existing technologies might we better customize to meet those needs?|
The Epiphany Hotel in Palo Alto, California, and Shinola leather goods out of Detroit, Michigan, did not seem like natural partners, yet they joined forces to create “At Your Service,” a highly personalized shopping Experience. Fashion and hospitality are two industries that often take the lead in Personalizing products and Experiences for customers, but it’s a fresh idea for them to combine forces as such. The customized shopping Experience that has been born from this unique partnership is a luxurious one; “Shinola At Your Service” begins with a private consultation with a personal shopper either in the hotel room or at Shinola’s Palo Alto location. Based on the consultation, a number of hand-selected items are presented to the guest, who chooses what they’d like to keep. From luxury watches to handbags or luggage, guests are sure to feel taken care of. The partnership extends to their highest floor–guests who book the luxury suite receive a personalized Shinola journal upon check-in. For Shinola, it was a great way to test the waters for their own hotel launch—Shinola Hotel, a boutique hotel touting a completely original hospitality Experience.
|What organizations or industries might we create catalytic partnerships with to better Personalize the care and Experience for our team members, providers, patients, and guests?|
From bringing their not-at-all-dealerships into luxury malls, to making luxury electric cars more financially accessible, Tesla has shaken up the auto industry in more ways than we can count. One equally important, yet perhaps less noticed way that Tesla has reshaped the industry is by Personalizing the Experience. When guests visit any of their showrooms, they’re able to digitally design the car, inside and out, using their touchscreen technology. Some models even allow guests to customize the center console with a quote, logo, or even special insignia. When they are ready to make the purchase, it’s as simple as pressing “order” and working with one of the team members to finalize the details. Once a customer gets their custom vehicle delivered, the options to make it unique continue. Beyond the normal remembering of of seat position, the car can also be programmed to “precondition” the car to a preferred temperature at the same time every morning as one gets ready to go to work, notifies owners through the app if there’s a faster route home than the one normally taken, and automatically locks the doors when it senses the driver walks away. In this case, mass customization is working hard to make the driving Experience more pleasurable all along the way.
In the time of COVID-19, what’s particularly remarkable for Telsa car owners is the attention to detail around their touchless service Experience. Tesla smartly uses technology to keep owners in the know based on the information guests provide. For example, three days before a service date, owners receive a text reminder with an estimate of the costs to be approved before the date of service so that guests can electronically approve it. On the day of service, there is intuitive signage and in addition to clear safety messaging, the app keeps owners up-to-speed on every step of their car’s service Experience. Plus, Tesla has eliminated the community lounge and instead is providing owners complimentary Uber vouchers. Asking, remembering, and then doing something about it creates an incredible Personalized Experience and Tesla does it well.
Joining the Personalizing pioneers Tru-Colour and Browndages, last week Johnson and Johnson (J&J) shared that Band-Aid will be also be launching a range of bandages for different skin colors to “embrace the beauty of diverse skin.”
What other aspects of health and healing need to be transformed to better meet the individual needs of our patients?