Episode #58: New Experience Horizons
GuestS: jon radoff, Dr. Swati Mehta, & Dov Hirsch
How might we prepare for the new experience frontiers that will be here before we know it? On this episode, host Shawn Nason talks with three industry experts who dig into the role that digital technology plays in transforming our experience horizons. Guests include Jon Radoff, CEO of Beamable; Dr. Swati Mehta, director of quality and performance at Vituity; and Dov Hirsch, founder of ContinuumXR.
About Shawn Nason
shawn@mofi.co | ShawnNason.com | @manonfiresocial
Shawn Nason, founder and CEO of MOFI, best-selling author, and former Walt Disney Imagineer, lives his life with a commitment to create radical relationships with everyone he meets. Armed with the gift of discernment, he has the uncanny ability to walk alongside people and organizations as they struggle to connect with their deepest passions and engage their most debilitating demons. He challenges the world around him to be fully present, get real, and lead with empathy.
Prior to launching MOFI, Shawn was the chief experience & transformation officer for Healthways and served as the chief innovation officer for Xavier University. He also spent six years at The Walt Disney Company in various capacities within Walt Disney Imagineering and Disney Cruise Line. He’s an in-demand speaker and coach, the author of two books, Kiss Your Dragons: Radical Relationships, Bold Heartsets, & Changing the World (2021) and The Power of YES! in Innovation (2017), and the host of The Combustion Chronicles podcast.
About mofi
A human-obsessed, maverick-minded design firm ready to rethink your Experience Ecosystem™
hello@mofi.co | mofi.co | @mofisocial
Mavericks think differently. They challenge the status quo and speak up when people and systems need attention. They’re not afraid to dream big, stand up for what is right, and take a few risks along the way.
MOFI helps maverick-minded organizations and leaders reap the rewards of thinking bigger and bolder about experiences, innovation, and culture.
Are you ready to fuel new growth by thinking bigger? Let’s talk.
What We Do:
Customer & Employee Experience—Increase your revenue and market share by aligning, equipping, and empowering the people in your Experience Ecosystem to create game-changing experiences.
Consumer-Centered Innovation—Move at the speed of your customers by harnessing the mindsets and processes of human-centered design to dream up, test, and launch fresh ideas into your business model.
Organizational Transformation—Position your organization for long-term sustainability by shifting the strategies, mindsets, and heartsets of the people who represent your brand in the world.
Episode Takeaways
- The metaverse describes the immersive nature of the current internet when people interact in real time-space feel present there.
- The immersive nature of the metaverse currently affects multiple industries and will be affecting many more industries in the future.
- The common theme of virtually every kind of game that exists is that it's an attention economy, which refers to the amount of attention a game is able to take from a consumer. The game's ability to generate revenue for the creator of the game is going to be more or less proportionate to how much attention it gathers.
- Creating human connection between patients and providers is more than a nice idea. Research shows that patients experience greater satisfaction and have improved clinical outcomes when they connect with their physicians and nurses.
- The six H’s of the 6H Model of Human Connection for Healthcare are hear my story, heed my worries, help me navigate, be honest with me, heed misunderstanding, and leave me with hope.
- Since patients compare their experiences to what they experience with other companies such as Amazon, Southwest Airlines, and Zappos, healthcare providers need to think differently about how they interact with patients.
- Utilizing virtual reality can allow the healthcare industry to gain invaluable on-the-job-training opportunities without practicing on living patients.
- Because the healthcare industry continues to change at an exponential speed, training for healthcare providers will need to be designed to adapt to all of the changes.
- One of the use cases of virtual reality is the ability to experience the world through someone else’s eyes and walk in someone else’s shoes.
Overheard on the Podcast
Quotes from Jon Radoff
"I think increasingly we're just going to see more and more people defining themselves by their avatars, and their achievements in virtual realms, and who they are, and how they want to present themselves and how they want to identify themselves within these realms."
"I think the common theme of virtually every kind of game that exists is it's an attention economy, which is not different than a lot of media, frankly. But when you really break it down, a game's ability to generate revenue for the creator of the game is going to be more or less proportionate to how much attention it gathers."
"I think, experience and attention kind of go hand in hand. If people are having experiences, the experiences are going to gain a lot of meaningfulness for people, either because there are these amazing peak experiences that people hold in their head forever, or it's that with or without just a lot of time being spent in the experience."
Overheard on the Podcast
Quotes from Swati Mehta, MD
"When we talk about human connection, it's not just a nice idea. We know research is showing that patients who have a greater satisfaction is more because they're connected with their physicians, they're connected with their nurses, and that leads to clinical outcomes improvement."
"We see how Amazon and Southwest and Zappos and, you know, everyone that we touch as a customer, that's what our patients are also wanting. 'Hey, I get excellent experience in X, Y, and Z. Healthcare is where I want my best experience. I can't take chances.' And that's why we have to live up to them, and that's my inspiration."
"I strongly believe that our interest, as physicians, as clinical leaders, if we know the nuances, we know what's broken in terms of the healthcare record system, the electronic healthcare record system, the navigation for patients when they get out of the hospital, how do we do that, we know what's broken, what the problem, so we can really help, and if we have an innovative mindset to contribute with our technology and IT buddies to really collectively really improve the healthcare that we deliver to our patients."
Overheard on the Podcast
Quotes from Dov Hirsch
"When we think about the roots of how clinicians and caregivers historically had trained and acquired skills, it was largely on-the-job training. The challenge of that in today's world is people don't want to have someone do a complex surgical procedure for the first time on them."
"Change moves unbelievably slow. And that's okay. There's nothing wrong with that. Some change in fact, in order to be sustainable and impactful, needs to move at a more slow pace. I think where things get concerning is when people aren't doing anything. There's a lot of talk and there's not a lot of learning."
"From my perspective, one of the most interesting opportunities here is just the ability to actually experience what the world around them, how it would change if they were to embody somebody else. And that's very powerful. It's a very, very powerful thing."
Credits:
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