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Experience Strategy Podcast with Stone Mantel

Dec 1, 2021

In part 1 of our series on Digital Innovation in Healthcare In today’s episode, we’re discussing why now is the moment for healthcare to look at patient journeys through fresh eyes. Joined by Tom Donnelly, Ph.D., who has a background in psychology and leads the MedTech group at Branding Science, we look at how digital interventions can lead to better health outcomes and other ways technology can improve the patient experience.


In This Episode:


  • [01:50] Introducing Tom, what he’s been focusing on these days, and what drives him.
  • [03:30] Patient journeys and how that relates to the work that Tom has been doing.
  • [04:42] How healthcare companies should be thinking about patient journeys.
  • [11:15] Shifts in patient journeys related to COVID.
  • [18:25] Examining consumer expectations around healthcare and how they relate to consumer habits.
  • [22:07] The Stupid Dumb Smart Genius Framework and Tom’s own journey with healthcare tools. 
  • [32:30] Focusing more on better outcomes and removing friction with technology.
  • [33:35] Key experience strategy takeaways. 


Key Takeaways:


  • Covid has accelerated the availability of home healthcare, but the industry has to look at that experience in its new context, and get a full understanding of the experience, if they want it to work. 
  • Observational research is a powerful way to understand how people and environments interact with med-tech in their real lives.
  • Whether you’re examining the patient or customer journey, it’s essential to step back and think about journeys in an integrated and holistic way instead of just moment to moment.
  • Genius solutions will help people take healthcare actions by using data to make the experience meaningful and help get us all in a better place.


Bio: Tom Donnelly, PhD


Tom leads the MedTech group at Branding Science where he provides marketing research consultation and human factors using approaches informed by social science. He also leads their Inclusion Team in an effort to help people feel they belong and are included, as well as to help the industry become more diverse. Tom is involved in various industry organizations. He leads Intellus Worldwide’s Clear Health Communication Taskforce that focuses on how health literacy can improve healthcare outcomes. He is also a founding member of the Digital Healthcare Collaborative [a collection of thought leaders from Pharmaceutical Manufacturers, Solutions Providers, Medical Systems and Health Insurance Companies

conducting several rounds of research as part of an innovation process]. Prior to his 16 years in industry, Tom was a Visiting Professor at Rutgers where he taught psychology and statistics. He received his PhD in Cognitive Psychology from NYU. Tom hosts MedTech Chat podcast where he discusses the latest healthcare tools, device technology, as well as research approaches. 


You can find his podcast on Spotify or at WWW.MedTechChat.Com