Why some health apps we use appear to have been made by aliens

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When the former Minister of Science, Technology and Innovation became Minister of Health, he brought with him the understanding that the country needs to develop more medical technologies as the country enters the endemic phase.

And yet, when we examine the technologies in our healthcare systems today, it is still a confusing mess.

Take for example the MySejahtera app that we use every day. There seems to be a mismatch between how it’s supposed to be used and how it’s used.

Despite the registration process, the app still offered pregnancy options for male users and it took several updates and changes before it became the relatively more user-friendly app than it is today.

And that’s just a consumer-level application.

Peter Eckhert, experience director and co-founder of projekt202

According to Peter Eckhert, Chief Experience Officer and co-founder of projekt202, this is just the tip of the iceberg.

Globally, the healthcare artificial intelligence software, hardware and services market is expected to exceed $ 34 billion globally by 2025.

A healthcare system, be it the user interface of machines in hospitals, recording systems in a clinic, or even the interface system between a healthcare provider and human resources , they should all have been designed with the user at their heart, but they are not.

Most companies build the technology first, then adjust it to the needs of the business before finally releasing it to their consumers and finding they need to make changes later.

In my 25 years of experience, this is a common mistake that can be rather unnecessary and costly. User experience (UX) is just an afterthought for these companies. Technology should be designed to meet people’s needs, not the other way around.

Peter Eckhert, experience director and co-founder of projekt202

Technology is a means, not an end.

He explained that technology is the tool to improve customer experience and business strategies.

Most of us don’t have to imagine the multiple and seemingly unnecessary steps involved in making a simple money transfer to a friend or simply making a purchase on a shopping app.

Wouldn’t it be ideal if the user interface improved to make it as simple and hassle-free as possible?

Apply this data

Companies today collect data from users like dragons who accumulate gold. And just like these dragons, they usually don’t know what to do with them.

These valuable data sets can help businesses understand customer behaviors and use them to provide valid methods of improving the customer experience. Not just to charge them more during peak hours.

Using aspects of behavioral science to understand basic customer needs, we then use qualitative and quantitative information to strategize, innovate, design, create and deliver better experiences faster to market. In other words, empathy for people’s real needs and issues!

Peter Eckhert, experience director and co-founder of projekt202

There is no panacea

Ravin Rou / Unsplash

Complex problems require complex solutions. We are seeing it firsthand in the way Malaysia is handling the pandemic. The solutions used in East Malaysia, the Klang Valley and the rest of the country are different.

When approaching problems, the question is not whether to use a state-of-the-art solution or a basic solution. It is about finding appropriate strategies to solve the problems that users are facing, first discovering the underlying cause.

It’s as easy as observing the intended user, establishing a dialogue and getting user feedback. Study where and how the solution would fit into their lives. This step alone would reduce so many costly mistakes.

A better user experience is affordable

Effective strategies for a better user experience can be tailor-made for small and medium businesses based on their needs and budget.

Experience transformation companies like projekt202 can help businesses large and small to become more agile to evolve with the market and the customer ecosystem.

Many companies talk about agility, but few hold up.

To achieve this, we help businesses create better customer experiences and, in so doing, improve operational efficiency.

The results are; happier customers and employees, while saving time and money for the business.

Peter Eckhert, experience director and co-founder of projekt202

If you want to know more about projekt202, you can visit their website, Instagram or LinkedIn.


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