Monday, January 21, 2013

Get Feedback on Your New Years Resolutions

The strongest method for influencing customer performance is Vision, which focuses on designing experiences that have clear goals and rich feedback. At the Consumer Electronics Show this year, a number of devices that offer Vision to consumers for health and fitness activities where introduced. These devices included wristbands and armbands that measure various biometrics, and an electronic fork that measures how quickly a person eats. If one is eating too fast, then the fork vibrates to indicate to the eater to slow down. And, of course, all these devices enable consumers to upload the data that these devices collect to a computer, smartphone, or cloud-based service so that you can track and display the data, set goals, and otherwise geek out with our own personal big data set about you. About 30 million of these devices have been sold in 2012, with an expectation that the number will rise to 160 million by 2017. See also the WSJ article Marching to a Vibrant Drummer (1/15/13) for an article about related feedback devices.


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Thursday, January 10, 2013

A Spoon Full of Sugar - NOW!

When I was in graduate school, one of my possible dissertation projects was to investigate using customer performance methods to increase diabetes patients adherence to taking their insulin shots or pills, as the case might be. Similar to my interest in prescription adherence 20 years ago, a recent article in the Wall Street Journal explored a variety of customer performance aids to help ensure patients take their medicine when they are supposed to. These include blister packs that include labeling that indicates the date when specific pills need to be taken and wireless devices that alert a patient if they have forgotten to take a pill. These are all excellent examples of how the Access:Interface and Access:Information components of the Coproduction Experience Model can enhance customer performance.


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