survey

Digital Healthcare For Gen Z & Millennials

Accenture-2019-Digital-Health-Consumer-Survey

This weekend, I studied an interesting survey published by Accenture Consulting on the prediction of future healthcare for younger consumers. It’s called ‘Accenture 2019 Digital Health Consumer Survey’ and the respondents of this study were from the United States though it essentially provided some wonderful insights into the millennial and Gen Z’s behavioural patterns in general. A striking feature of this survey was the influence of future technology on a wide range of generations beginning with the 20s and the millennials who would become the most influential generation for healthcare consumerism. These are some of my notes from the study.

Distinctive User Groups

At the onset, I came across one of the most distinct categorizations of the user age groups within this survey. The study has been fairly distributed among all classes of consumers including even the generation of consumers who were born in the late 20s. The list of the user group is comprehensive as noted below.

  • Gen Z (born 1997 onward)
  • Millennials (born 1981 to 1996)
  • Gen X (born 1965 to 1980)
  • Baby Boomers (born 1946 to 1964)
  • Silent Generation (born 1928 to 1945)

Prominent Healthcare Insights

Traditional / Non-Traditional Healthcare – doctors, healthcare professionals, clinics, medical centres and doctor’s offices are some of the established types of traditional healthcare services. In contrast, walk-in or retail clinics, outpatient surgery hospitals, virtual health (via the phone, on video or apps), on-demand services or digital therapeutics are some examples of non-traditional healthcare services. [1]

  • Younger consumers are moving away from traditional channels and adopting technology and non-traditional healthcare.
  • The loyalty of younger generation patients is no longer assured, and the providers who heed to the changing dynamics of the consumers would be strongly positioned.
  • Gen Z and Millennials are less likely to have a primary care physician (PCP) compared to Gen X, baby boomers and the silent generation.

[perfectpullquote align=”right” bordertop=”” class=”” cite=”” link=”” color=””]Gen Z is the most likely generation to seek out wellness practices (e.g. yoga, acupuncture) beyond Western medicine. With millennials projected to become the largest generation in 2019, this generation holds the most power to influence future healthcare models.[/perfectpullquote]

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Redefining UX Through Service Design

Giving in to my inherent desire for discovering new insights, I stumbled on yet another industry report on UX, this time from Loop11. They have produced an insightful 24-page document about the outlook on UX in 2018, and I wasn’t surprised to see Service Design redefining UX as the methodology for improving the overall customer experience. Consider the following data:

[perfectpullquote align=”right” bordertop=”false” cite=”” link=”” color=”” class=”” size=””]

  • 28% consider UX as referring to all the touch points or experiences a user has with a product, service or interface.
  • 14% simply described UX as the ‘user experience’, sometimes going on to mention contact points or interactions.
  • 13% believe UX refers to the emotions and attitudes a user displays or feels about a product, service or interface.[/perfectpullquote]

The respondents are alluding to an approach to map & improve the “touch points” or services integrated with an overall customer experience strategy. In which, the ‘service’ supports a user’s emotional context of the experience during a product’s lifecycle, but also in enabling a structured framework to redefine those intangible experiences that a customer would likely endure, before, during and after experiencing a product or a service. I have briefly covered this concept on this blog where I have spoken about incorporating a 360° strategic outlook “which includes a product’s physical & environmental aspects besides UI”. As digital transformation brings automation and companies look for social innovation, designers need to broaden their UX mindset by not just embracing the functional aspects but also by connecting with various other fields of activities that would indirectly complement the desirability factors of a product or service.

Service Design is a cross-disciplinary practice which combines numerous skills in design, management, and process engineering, in developing user-centered business models that are empathetic to user needs. In other words, it helps to improve and deliver intangible services aimed at remodeling customer experiences.

Canadian Tech and IT Jobs in 2018 from Randstad

Randstad Canada sent me an email update today titled “Boost your job search in 2018”, in which they included data on Tech and IT related jobs within Canada. Randstad is one of the many staffing agencies in Toronto and they share this data every year, along with the salary range for different roles categorized by Canadian cities which helps job-seekers in tweaking your job search outlook. What surprised me was the absence of any designer/creative role in software development, so where did they go wrong? They have information for UX/UI job seekers on their website which is not part of the 2018 report though, and I have blogged about my hiring methodology to stress upon the importance of getting creative designers onboard for any product development lifecycle.

The UX Design Collective released The State of the UX in 2018 survey in which they have spoken widely about various global UX career trends and one of the key lessons was the rightful transformation of the UX Designer into ‘Product Designer’ in 2018.

[perfectpullquote align=”right” bordertop=”false” cite=”” link=”” color=”” class=”” size=””]This shift from UX Design to Product Design is only accelerating in 2018. As our role and responsibilities grow inside our companies, understanding more about business and design strategy becomes inevitable.[/perfectpullquote]

Could it be that Randstad ignored this trend of UX Design vs Product Design? If the report mentions tech as “one of Canada’s best job sectors” then digital products could be the driving force behind it and generally, creative design skills should rank higher in demand on par with programmers. I believe it’s a matter of perspectives, and that Randstad got too involved in pursuing “IT/Tech” as an exclusive developer’s domain while keeping the strategic/creative angle outside its purview. Only they could tell why, but 2018 is the time to give the creative (product) designers a fair handshake!

Source: Best Tech and IT Jobs in Canada in 2018 by Randstad Canada

Thompson's Travels

The Great Explorer

Had I not been watchful about the TV commercials, I would have completely overlooked discovering this great explorer of Canada (or should I say North America). It came as a total surprise to me that over his longish career Thompson mapped over 3.9 million square kilometres of North America and he was described as “the greatest land geographer who ever lived”.

The Beginnings
David Thompson was born to Welsh migrants on 30 April 1770 in Westminster, England. Through personal hardships including losing his father at age two he eventually graduated to the Grey Coat mathematical school where he was introduced to basic navigation skills. His studies included algebra, trigonometry, geography, and navigation using ‘practical astronomy’. This would form the basis of his interest in exploration and his future career. In May 1784, at the ripe age of 14, he entered into a seven-year apprenticeship in fur-trading business with the Hudson’s Bay Company and arrived in Churchill (now in Manitoba). He never saw his mother or England again. At Churchill he was put to work copying personal papers of the governor of Fort Churchill, Samuel Hearne, and then transferred to nearby York Factory, a fur-trading post. And over the next few years spent time as a clerk at Cumberland House, Saskatchewan and South Branch House before arriving at Manchester House in 1787.

Training and First Measurement
It was at Manchester House that Thompson had a serious fall breaking his leg and spent the next two winters convalescing. During which time he refined and expanded his mathematical, astronomical and surveying skills under the supervision of Hudson’s Bay Company surveyor Philip Turnor. It took Thompson a full year to recover but was left with a limp for the rest of his life. It was here on February 1, 1790 that Thompson recorded his first navigational measurement to gain the longitude of Cumberland House. Over the next 4 months he would also calculate the latitude for the same location at 53° 56′ 44″ N by 102° 13′ W. During this navigational training in that winter, Thompson was left blind in his right eye probably due to observing the sun without proper eye protection.

End of Apprenticeship and Surveys
Thompson’s apprenticeship was due to end in 1791. So he appealed the company to give him surveying instruments instead of a suit of clothes. He traveled to York Factory where he presumably took possession of his new instruments. With these new instruments he set out to find a new shorter route to the fur-rich Athabasca country by way of the Churchill River and it wasn’t until 1996 and several trips that Thompson could find a more direct route to that country. In the winter of 1796-97, unhappy with Hudson Bay Company’s strong emphasis on trade, Thompson left the organization to cross over to a rival company called the North West Company. It was here that Thompson was asked by his new employers on his first major survey to explore the territory west of Lake Superior and the 49th parallel, which eventually became the US and Canada boundary. It’d be interesting to note that his journals contained hundreds of pages, of not just mapped land but also the cultural and religious practices of the inhabitants. His maps provided complete records of more than 3.9 million square kilometre and dozens of First Nation bands. Thompson thus also contributed to the knowledge of the overall geography of the northern part of the American continent.

Later Years and Death
He spent the next 15 years at North West Company exploring various parts of North America the details of which are beyond the purview of this article. But in all he spent 27 years mapping the west and over his entire career he had travelled and surveyed 100,000 km by foot, canoe and horseback! Thompson was aware that much of the lands that he had helped put on the map would eventually become farmlands pushing the aboriginal people out of it. He moved to Montreal in 1812 so that his children could get formal education doing odd jobs to pay the rent and kept working on the maps he had drawn of the west. The Canadian Encyclopedia mentions that he couldn’t find a publisher for his maps eventually selling it to Arrowsmith, a London-based publisher for 150 pounds. Arrowsmith didn’t publish it in Thompson’s name to earn him credit for his work, instead used the maps to correct their own. Thompson died in poverty and obscurity in 1857 and three months later his wife Charlotte passed away. Their marriage had lasted almost 60 months. Both are buried side by side in Montréal’s Mount Royal Cemetery.

Conclusion and Legacy
David Thompson’s survey and maps delineated the boundaries we live with today. He’s also credited with envisioning Canada as a modern nation which included vast western territories. David Thompson’s effort to not just mapping the lands but also the aboriginal cultural and religious practices is commendable and invaluable. Of course I can also value his work more closely because I have an impassioned love for hiking and geography. Though I still can’t find a ready reference of a timeline of Thompson’s surveys, I’d continue my efforts towards making that list. The Canadian government issued a commemorative stamp in 1957 on the centenary of his passing away.

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