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You may have read a book a couple of years ago by Carey James Kriz called The Patient Will See You Now. The book explores the notion of how advances in science and new digital environments are redefining services towards a more personalized, and personally controlled health care system. Ultimately, he argues, it could save the health care system a pile of cash.
We’ve been asked to do some research in this area, specifically how social technologies are, and will, impact roll-out of the new U.S. health care reform in a couple of different areas. I came across this graphic which depicts a traditional physician-patient encounter:
Source: http://dvsbot.com/sm2strategic/sm2-experience.asp
The patient, quite naturally, has more than just the outcome on their mind, which creates an “experience” with that physician. And social technologies mean that patients have ample opportunity to share that experience. For example, have a look at Rate MDs or Rate My MD to see how patients have been discussing doctors for a few years now.
This concept of ‘experience’ is not new, and was probably best crystallized in the 1999 book The Experience Economy. Let’s look at a hypothetical retail example: 
In the real world, more than just the sale is important to the customer, something many retailers are fully aware of. But look at the new customer:
There is far greater depth to the experience dimension, as a result of social technologies. And whether your focus is also retail, or attracting/retaining employees, or managing members/volunteers in your non-profit, or creating a new product, the above diagram technique is a simple way to help you explore and define the complete experience you are striving to create.
