touch point podcast

Welcome to the TPS Friday 5 for the week of February 16. The Friday 5 is a weekly recap of the stories featured in the TPS report e-newsletter released each Monday. To sign up visit us online at touchpoint.health. The TPS report is made possible by the support of our friends at Binary Fountain

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While data is probably one of the least interesting aspects of digital transformation, it is one of the four foundational pillars. In this episode, hosts Chris Boyer and Reed Smith “dive into data” by discussing how organizations can start adopting a data thinking mindset. They are joined by Chris Gervais of Kyruus, who shares how interoperability and data liquidity can help health systems find new ways to innovate their offerings. 

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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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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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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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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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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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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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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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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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