Reflections on module 3 – Customer experiences
The products that I’m working with right now are lifters that help disabled persons e.g. out of bed and into a wheelchair or to the toilet. When talking about customer experience I need to separate between the caregiver and the consumer/patient.
An important caregiver experience of such products is to feel that that the patient is transferred safely, comfortably and not feeling anxious. For a caregiver the patient contact is also very important and thus the equipment is designed in a way to accomplish eye contact and that at least one hand is available for physical contact when operating the equipment. On-site caregiver training is of course important to “enable” these values to create the best caregiver experience through correct handling. Just to write and talk about these values is just not enough.
I therefore find Per Kristenssons presentation about predicted, experienced and remembered value very interesting. I think the situation together with the patient is so strong and needs to be experiences and that is why on-site demonstrations are so important to create a memorable experience.