Day: June 22, 2020

V25 – The Power of Personalizing with Technology
”There is a vitality, a life force, an energy, a quickening, that is translated through you into action, and because there is only one of you in all time, this expression is unique,”
— Martha Graham

A Passion. A Prosthetic. And Beautiful Music.

Every child should be encouraged to follow his or her dreams, and, for 10-year-old Isabella Nicola who was born without a hand, her dream was the violin. Thanks to the dedication of her music teacher and a team of inspired undergraduates at George Mason University, that dream became reality with a fully covered prosthetic arm. This exciting progress in the technology behind prosthetic limbs was spurred on by Isabella’s passion and the need for a highly personalized prosthetic. Using the power of 3D printing technology, the design team took Isabella’s unique needs into consideration – size, ease of use, and even the color – and created a solution just right for her. Outfitted with her new arm, Isabella is able to control the bow and make beautiful music.

How might discovering the passions of our team members, providers, patients, and guests better inspire, inform, and influence the way we Personalize our care and the Experiences we create? What matters most to them and what might we do to know and incorporate that?

Printed Treatments and Even Organs?

Some pretty exciting research using 3D printers is opening doors we never imagined. From cancer treatments to diabetes care and neural therapy, 3D printing is now a part of many research paths leading to truly Personalized medicine. Although the technology is in its infancy, practical applications are already being approved and put into use. For example, doctors at North Colorado Medical Center’s Cancer Institute printed a highly specialized bolus that allowed them to target a radiation treatment for a patient and deliver the right amount of radiation to exactly the right place. Doctors were encouraged by the results and the ease with which the treatment could be applied.

This new technology could help improve the quality of care and even radically change how we treat vexing diseases. And, on the horizon, there are even more inspiring and paradigm-shifting applications. For example, our generation may be the last to have to go through the painstaking process of requesting, receiving, and accepting organ donations thanks to the increase in technical capabilities of 3D printers. Yes, you read that right—the future of transplants lies in printers. Researchers are exploring the concept of implanting cells into printed items and working to fabricate viable, compatible organs. Imagine getting exactly the care you need without the emotionally taxing (and potentially life-threatening) process of waiting on a donor list or, even more tragically, receiving a transplant and having your body reject it. If research progresses, this may be our incredible new reality.

New technologies and solutions are allowing us to Personalize our Experience and caring in ways previously unimaginable. What aspect of our Experience or caring might be better Personalized with a new technology?

Rethinking the Check-In

For hotels and hospitals alike, one of the first Experiences a guest has is often the arrival and check-in process, so it’s no surprise that boutique hotels are completely rethinking this important touchpoint, along with a variety of other Personalized first-touch Experiences. The traditional hotel check-in process via a person-behind-a-desk begs the question “does there need to be a desk?” Andaz Hotels doesn’t think so. They equip their team members with portable computers – eliminating the desk – and allowing them to make a personal connection with guests in a comfortable lobby environment. 

Guests enjoy a cup of coffee or a glass of wine, effortlessly check in, and then are personally escorted to their rooms.  Some of these processes have shifted in the time of COVID, yet the hospitality remains the same.  Says Toni Hinterstoisser, general manager of the Andaz on Wall Street, “A host’s job is very different [from a front desk clerk’s]. They are supposed to be like the conductor of a symphony. We want them to anticipate your needs when you check in, make you relaxed, and be the person you call throughout your stay when you need help.”

How might we Personalize the check-in Experience? What might we do to eliminate the traditional barriers to engage patients and guests more fully, surprise and delight, and show that we are focused on them? In this time of COVID, how might we make our virtual check-in a more Personalized Experience?