Sri Rajan

Are you ready to hear the unfiltered truth about the patient experience? Our new Voice of the Patient Survey Report reveals groundbreaking insights into patient preferences and the adoption of healthcare support technology. We surveyed over 1,500 US patients and uncovered: 📆 Technology gaps leading to higher no-show rates 💊 Hidden (and dangerous) consequences of Rx management friction 💪 Growing demand for patient-controlled self-service options ✨ Increasing patient trust and demand for AI-powered access and engagement Get the report 👉 https://lnkd.in/d2RBTQiy #VoiceofthePatient #Hyro #PatientEngagement #PatientExperience #HealthIT

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Highlighting my article on Holistic Product Design and building Omnichannel Product experiences. https://lnkd.in/ewtEpgW #design #designthinking #designbuild #designstrategy #product #producctdesign #productmanagement #productstrategy #designprinciples #innovation #designers #digitaltransformation #ux #uxdesign #uiux #uidesign #designinnovation #application #software #softwaredesign #usability #userresearch #research #usercentereddesign #productleadership #uxwriting #designsystems #empathy #interfacedesign #usabilitytesting #userexperience #productdesign #accessibility #ui

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Ethics and product management - perhaps one of the tougher questions we face today. Christian Idiodi and I discuss the issues in the latest podcast…

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When I first set out to do a case study on AI agents, little did I know how deeply they've integrated into our daily lives. I'm sure most of you have used Amazon's customer service chat, where you're initially greeted by an automated message to understand your needs. Amazon customer service bot was one of the first AI bots I encountered even before ChatGPT existed, and it sparked my curiosity to dive deep into the evolution of Amazon's customer service AI agent. 💡💥   As I developed the case study, two key insights stood out:   1. 🧪 Amazon's Early AI Experiments: In 2020, the e-commerce giant began testing AI chatbots to provide faster and efficient customer assistance. This groundbreaking technology was created using a massive dataset of 5 million conversation-response pairs from over 350,000 conversations, enabling the bots to generate unique responses and answer customer queries with most accuracy allowing customer service to reinforce the learning of the AI agent. (Source: https://lnkd.in/gdPG2TAf)   2. 🚀 Conversational Commerce Trends: Amazon commercialized its chatbot technology, offering it as a product called "Amazon Q." Amazon Q is a chatbot for businesses that aims to provide highly personalized customer engagement solutions. It allows companies to connect with their customers 24x7, enabling multi-turn conversations. With this strategic move, Amazon positions itself to capitalize on the rapidly growing trend conversational commerce trend, particularly in the thriving Asia-Pacific market. (Source: https://lnkd.in/garnigEh; https://lnkd.in/gGkN6z4v) Curious to learn more about how Amazon progressed in scaling its AI-powered customer service capabilities? 💻 Dive into my blog post here : https://lnkd.in/gYFkxCYV #AIAgents #CustomerService #AmazonCaseStudy

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Wow, it is nice to see some of the impact the course I authored with Designlab is having on teams both big and small. Emilyann Gachko thank you for sharing this case study and how it was received by the team at The Home Depot :) If you are interested in increasing your design skills through #usability and #accessibility check out the course. #ux #design #hcd https://lnkd.in/gEdC3NBV

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The future of health care lies in tailoring access to care. As focus on consumer experience accelerates, convenience and access will be as crucial as quality. Health care organizations must predict personal access needs using advanced data strategies. Collaboration is key to delivering the personalized experiences consumers deserve. #HealthCareInnovation #ConsumerCare #HealthTech #PatientExperience #DataStrategy #HealthcareCollaboration

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🛑 Because 29 states* are objectively failing moms in maternal and mental health care​​. 🛑 Because 75%* of women feel invisible in their motherhood journey. 🛑 Because 94%* feel unappreciated, unacknowledged, or unseen as mothers. ⚡️Because it’s an election year, when women's liberties and the definition of motherhood are called into question. 💪🏼 Because we can’t wait. This is WHY research to redefine our collective understanding of modern motherhood is important. This is why we need you. https://lnkd.in/gZqtjSz7 Support the cause, share your story, spread the word. — *Sources: Peanut and Policy Center for Maternal Mental Health

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Wish all your past study data was available in SEND format? We can convert your legacy studies, even if those studies happened before SEND was required. Once data has been converted, you’ll be able to analyze data from multiple studies, compare data with historical controls or identify trends and anomalies with ease. Contact us to convert your legacy study datasets today. #StandardfortheExchangeofNonclinicalData #SEND

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🔥Hot Take for PMs: Please don't hand me a solution to a problem. Instead, focus on detailing the problem and help me understand the why. We will ideate and find a solution together. Next week, in our first episode of ⚫️Bounce, Claire and I continue to unpack the PD + PM working relationship. Buckle up. Subscribe today - links in comments 👇

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Another masterclass podcast from Christian Idiodi. This time he's covering coaching impostor syndrome with Chris Jones. Two quotes in particular that resonated with me: (1) "Coaching impostor syndrome starts with having a culture of coaching” - Christian. My take: Imposter syndrome is a sensitive topic. If you don’t have trust (which comes with genuine coaching), you likely won’t even be aware that someone on your team is going through impostor syndrome. Yet, someone’s direct manager is often one of the people best positioned to boost confidence and help a person through impostor syndrome. (2) “It’s always hardest to see your own problem. It’s really a lot easier to see clearly a structure around somebody else’s problem.” - Chris. My take: I love how Chris talks about getting help on impostor syndrome from various different people beyond just your boss (especially as you move up in leadership). This quote reminds me very much of the peer-to-peer relationships we have among the directors in Intermountain’s Digital Services team. We cover a wide variety of different product areas (e.g. patient portal, contact center, IT service management, intranet, marketing site, etc.). Despite these differences, we often collaborate and coach each other through tough problems. This creates a magnifying effect on our ability to learn that helps us solve difficult problems and stretch ourselves in ways that overcomes impostor syndrome.

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Switching up the newsletter to a monthly cadence. This month I was inspired by a peer of mine who is searching for a new role in this crazy market. When you don't know if another opportunity will come along, how can you assess the fit for your next product leadership gig? 👀 I shared my approach to sticking to your guns while maintaining a balanced view during the interview cycle. #productleadership #interviewingforleadershiproles

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The narrative that older adults are technologically averse is outdated. Many older adults are turning to digital spaces not just out of necessity, but from a desire to stay informed and connected. This shift challenges us to rethink how we address ageism and digital inclusivity, recognizing that older adults are not just passive consumers of digital content but are active, engaged citizens eager to learn and adapt. As the world grappled with the COVID-19 pandemic, another crisis, the "infodemic" — an overwhelming flood of information, much of it misleading — escalated quietly. Contrary to the stereotype that paints older adults as the unwitting spreaders of misinformation, many in this demographic have demonstrated amazing agility in navigating digital platforms. Can we empower older adults in the AI world, leveraging their wisdom to drive tech evolution? Can we ensure that everyone who wants to, regardless of age, can participate fully in our fast paced digital society? #AgeismInTechhttps://lnkd.in/gW4n4rKF #DigitalInclusion #LifelongLearning #ReInventX #EquipAll

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The Product Tango: From Wedding Dance Floor to Strategic Balcony I've always loved dancing. The rhythm, the movement, the connection with the music – it's exhilarating. And on my wedding day, I was determined to dance the night away. I felt like if I left the dance floor, the party would end. So I danced, and danced, and danced, until my legs were throbbing and my feet were blistered. But I didn't stop. I couldn't stop. The next morning, I woke up barely able to walk. The pain was a stark reminder of my all-or-nothing approach. I had been so focused on being present, on being part of the action, that I'd neglected to take care of myself. It was a valuable lesson, one that I've carried with me into my career as a product leader. Just like on my wedding day, I used to believe that being a good leader meant being constantly on the "dance floor" with my team. I'd dive headfirst into every project, brainstorming features, troubleshooting bugs, and celebrating every small win. It was exhilarating, but it was also exhausting. I was so focused on the day-to-day execution that I was losing sight of the strategic vision. I was missing the forest for the trees. I was caught in the "Leader's Dance Trap." Then came a project that nearly derailed. I was so deep in the weeds, micromanaging every detail, that I failed to see the bigger picture. The project missed its deadline, the team was demoralized, and I was left feeling burnt out and defeated. It was a painful wake-up call. I realized that being a great product leader wasn't about dancing non-stop. It was about knowing when to step back, to observe from the "balcony," and to make strategic decisions that would set the team up for success. Now, I strive for a more balanced approach. I still love being on the dance floor, but I also make time to step back and reflect. I trust my team to handle the day-to-day, while I focus on setting the vision and creating the conditions for their success. Leading a product team is not my wedding day. It's not about me being the center of attention. It's about empowering my team to shine, to create something amazing together. And sometimes, the best way to do that is to step off the dance floor and let the party unfold. #productmanagement #leadership #strategy #teamwork #balance #productvision #execution #growth

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The workplace is no Haddonfield or Nostromo, but it can be every bit as (metaphorically) brutal with demanding projects, toxic environments, or cutthroat competition. In honor of Halloween, I looked back at how some of my favorite Final Girls defied the odds and taught us the art of survival through wit, grit, and determination. Check it out below and leave your thoughts! https://lnkd.in/gmUQaaHM

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What an insightful session at #OutperformwithPROS on the importance of good design! Here's a shot of Ravi Singh, PROS VP of Design and User Experience, and Ayan Bihi, PROS Manager of User Experience Design, who emphasized a collaborative, human-centric approach. We explored how this creates intuitive interfaces and streamlined workflows, ultimately driving adoption and ROI. Let's design for the future together!

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At the end of women’s history month I made the following statement “Be an accomplice not an ally” I’ve been asked, more than once - okay three times, to clarify this. My metaphor is, an ally gives you cab fare to the protest, an accomplice is zip tied next to you figuring out who to call for bail. Doesn’t really translate into business stuff, well not normal business stuff. Here’s what it looks like in normal business stuff - not being part of a panel that’s not diverse. Not moderating, not being on…no nothing - turning down a speaking engagement and suggesting someone from an under represented group - helping conference planners access under represented people in your network. - pushing for limited drinks at a conference. Not everyone drinks, or feels safe in those environments - Using the privilege you have to enhance or help someone else build their career In the end, it’s really about checking ego and making space for women and other under represented groups a spot at the table. They’ve worked just as hard, in some cases harder, than you have they’ve earned and deserve the spot as much as you do.

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Amplifying this important study on Medical Gaslighting. If you’ve been through it and feel comfortable, share your story!

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