Putting the customer first is the best business case

Over the years, we have done a number of task identification projects for health organizations. Generally, the top task was checking symptoms. However, when we worked with Norwegian Hospitals, we found the top task was: “what happens before, during and after treatment.”

The results gave Norwegian Hospitals “a foundation on which to develop a new concept,” as Eirik Hafver Rønjum states. It gave them a real clarity of purpose for the design of their new web environment.

Because the top tasks approach is based on data of what customers actually want, “we were given a well-proofed argument – a tool to cut through various opinions,” Eirik states. “As the person responsible for the concept, I found that very effective. We no longer believe something about our users’ needs, we know.”

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