touch point podcast

Latest Episodes:

TP158 - User Centricity in Healthcare Design Feb 12, 2020

Show notes

Understanding our customers is an important part of health system strategies. In the development of these plans, the terms “User Centered Design,” “Human Centered Design” and “Design Thinking” are often used interchangeably. In this episode, hosts Reed Smith and Chris Boyer discuss the similarities and differences between these approaches, and share some relevant case studies in which user-centricity is a critical part of the overall design process. They are then joined by Lisa Helminiak of Azul Seven, who shares her perspective on HCD/UCD and how organizations can learn to adopt these approaches as part of their cultural DNA.

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TP157 - The Pursuit of Price Transparency in Healthcare Feb 05, 2020

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As health systems embrace customer-first strategies and consumerism, one aspect of many of these strategies is notable absent: price transparency. In this episode, hosts Reed Smith and Chris Boyer discuss how the industry is facing unparalleled pressure to publish their prices online. They discuss the recent executive order on health care price transparency, how payers, employers and hospitals are responding and then are joined by expert Michael Krivich, in which he shares his expertise in how health systems can embrace price transparency.

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TP156 - Demystifying the Difference between Accessibility and Usability Jan 29, 2020

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Digital professionals in health systems are aware of the importance of accessibility and usability, but often the two terms are used interchangeably. In this episode, hosts Reed Smith and Chris Boyer discuss the nuanced differences between the two terms, share recent trends on ADA non-compliance and even discuss how voice-first devices can be used to support accessibility. They are joined by Kris Rivenburgh, attorney and founder Accessible.org, in which he shares his experience with ADA Website compliance and web accessibility and how health systems can begin to address this important issue.

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4 Healthcare Companies Sued Over ADA Website Compliance (and Why it Matters!)
Accessibility, Usability, and Inclusion - from W3C
Smart Speakers & Web Accessibility: How Voice Technology is Helping Disabled People
Accessible.org
The ADA Book - how to reduce your risk of an ADA Website Compliance lawsuit
Wordpress theme designed and developed by Kris to fully meet WCAG 2.0 AA.
Kris Rivenburgh’s Medium site
Kris Rivenburgh.com
Kris Rivenburgh on LinkedIn

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TP155 - Digital Signage and the Patient Experience Jan 22, 2020

Show notes

For health systems, digital signage can be an important tactic to improve patient, visitor and/or staff’s experiences. However, it is often an overlooked tool in a digital professional’s toolkit. In this episode, hosts Chris Boyer and Reed Smith discuss the state of digital marketing in health care, how the Internet of Things (IoT) is helping digital signage to break free from the screens, and then are joined by Mark Bennett, founder of Microgigantic, who shares his company’s experience with brands to integrate and amplify the customer’s experience using digital screens.

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TP154 - Breaking Down the Buzz of Agile Marketing Jan 15, 2020

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The term “agile marketing” is gaining momentum in health system marketing suites. In this episode, hosts Chris Boyer and Reed Smith discuss the agile methodology and share the essential components of the agile process and tips that marketing teams should use when introducing this into their organizations. They are joined by Alyssa Kleinman of CipherHealth, who shares her marketing team’s experience adopting agile and breaks down some of the myths that many people have about agile marketing.

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TP153 - User-Centric Taxonomy Jan 08, 2020

Show notes

When developing taxonomic approaches to assist with website and digital efforts, we should always strive to put users first to help them find information faster (and limit berrypicking). In this episode, hosts Reed Smith and Chris Boyer discuss the different types of website taxonomy and how digital trends such as voice-search and chatbots are impacting how to approach taxonomy. They are joined by Susan Iovenitti of The Berndt Group, in which she shares experience on how to put users first in content and taxonomy strategies.

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TP152 - 2019 Listener Choice Awards Jan 01, 2020

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In the annual Listener Choice Awards show, hosts Reed Smith and Chris Boyer reflect back on 2019, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including: best cold-open, best guest expert and the coveted Top Fan of 2018. Congratulations to Vanessa Hughes (best guest) and Jim Samuel (2019 Fan of the Year).

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TP151 - Creativity and Open-Mind Thinking: a Path to Innovation Dec 25, 2019

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As the role of digital in health systems is evolving, we are becoming less focused on digital tactics and more focused on transformation and innovation. But what does that mean? In this holiday-themed episode, hosts Chris Boyer and Reed Smith discuss how creativity and open-mindedness thinking are critical elements of innovation, and share ways to train our minds to become more creative. They are joined by Stephen Moegling of Hailey Sault who discusses the Believe in Better Project, an important forum to learn how outside thinking is changing our industry.

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TP150 - Best of the Touch Point Network 2019 Dec 18, 2019

Show notes

In the 150th episode of the show, hosts Reed Smith and Chris Boyer offer a “holiday sampler platter” of all the great shows available on the TouchPoint Network and the best-of from 2019, as voted by our hosts Greg Matthews (Datapoint), Zac Jiwa (Health Fail) Bobby Rettew (The Intersection Podcast and Gear In Review), and Lance Lunsford (The Connected Hospital). Tune in to hear the top clips of the year of topics impacting healthcare today!

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TP149 - Using Empathy to Humanize Your Efforts Dec 11, 2019

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The use of empathy to understand your customers and users is not foreign to healthcare professionals, but (as is usually the case) often means different things to different people. In this episode hosts Reed Smith and Chris Boyer explore the definition of empathy design, empathy maps and how to use empathy marketing. They are joined by Justin Wartell, Managing Principal at Monigle, how shares the results of the recent “Humanizing Brand Experience: Health Care” study.

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