Healthcare CX apps are not B2B SaaS — design implications
The same patterns that win in B2B SaaS quietly fail in healthcare. Here is what changes when the user is a patient.
How to redesign an EOB without legal redlining it
The patient billing statement is the highest-leverage patient experience intervention available. Here is how to actually ship a redesign.
Press Ganey vs. NRC Health vs. building custom — when each makes sense
The three real options for patient experience measurement, and the trade-offs nobody puts in the sales deck.
The MyChart problem: why patient portals feel like 2012
MyChart is the dominant patient portal in the US and it has barely changed in a decade. The reasons are structural, and so is the path forward.
What patient experience actually means — and the seven places it breaks
PX is the connected experience of being routed through a health system. It does not live in the portal.
Why most AI products fail the user before they fail the market
The UX failure mode is earlier than founders think. It happens before the product ships.
Growth-Driven Design: what it actually means in practice
GDD is a methodology, not a buzzword. Here's how it runs in a real sprint.
Why we build our own products
The consultancy model has a ceiling. Products are how you raise it.