Today's healthcare information systems are becoming increasingly complex. Such a system, like a modern EHR, is going to replace number of yesterday's systems used in hospital settings. In addition to this, the new system tend to cover new functionalities as well. Increasing complexity makes system development a continuous journey beyond initial implementation and acceptance to production. Continuous development calls for practical insight about clinical work and development skills to improve the system according to this insight.
Recent public discussion and several studies indicate that information systems used in healthcare include serious deficiencies that make professional clinicians work slower and more complicated. Generally, this applies both to public and private sector. According to Finnish Medical Association (FMA) over 600 doctors annual labor input is wasted due to inefficient information systems. In Finland, public sector bureaucracy, information systems rigidity and loss of control to own work have found to reduce doctors willingness to work in public healthcare. One important notion is that if only the information systems currently used in Finnish health care would at least work on the level they were expected, the current number of doctors would be enough for comprehensive health care for Finnish people.
Information system or service must take into account users' needs and expectations. Often failures in IT projects could have been avoided by investing in careful UI design and usability testing. Nevertheless, usability evaluation and testing can easily be seen as an extra cost in the IT budget, and thus, working to match user expectations are easily procrastinated to "later phases" after the actual system deployment. For that reason, many employees are wasting time with complex and illogical systems. Also, customers are frustrated with slow customer service that causes customer dissatisfaction and eventually lost revenues.
Why not considering excellent customer experience as a harmony of services; how to make all the relevant service points to serve growth of customer satisfaction and loyalty. Especially in digital services positive experience would directly lead to business rewards such as reduced churn and increased revenue. Hence, understanding customers or users of services should be the starting point of developing solutions that take into account full customer value creation process.