Healthcare
The people, equipment and operating decisions behind essential healthcare.
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A product can meet a specification while remaining difficult for some users. Including accessibility early helps institutions assess the service experience before committing to a purchase.
Adoption metrics can overstate a digital service's usefulness. Evaluation should follow the task people came to complete and recognise where the journey stops.
Repeated information requests create work for patients and staff. Reviewing form design can reveal where systems and responsibilities are disconnected across the service journey.
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