Posts in Category "User Experience"

March 26, 2012

Highlighting Adobe Solutions at HIMSS 2012

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Private sector
Combining several of my favorite topics, including healthcare and technology, the 2012 HIMSS Conference and Exhibition continued its streak of record-breaking attendance with a final count of just over 37,000 like-minded attendees last month in Las Vegas.

Demonstrated even today, as the US Supreme Court begins to hear arguments on the Affordable Care Act, this past year has brought a relentless pace of change throughout the healthcare ecosystem. However, since most stakeholders agree that Health IT can save lives, improve the experience of care, and reduce costs, HIMSS provided a welcomed opportunity for stakeholders from all segments to come together, learn and share. But then they took it a step further by indulging specific interests within those broad topics.

For example, is Social your thing?  “There’s a pavilion for that.”

Interested in business trends and policy updates within the federal government? “Here’s your workshop.”

Responsible for improving clinical outcomes and cost-effectiveness?  “Check out the Intelligent Hospital Pavilion

Driving efficiency through medical device connectivity? “The Interoperability Showcase is for you.”

I could go on, but let’s just say this was one of those weeks that I particularly loved my job. It was simply MU-tiful (sorry, -inside joke for my fellow health IT geeks).

And it was especially rewarding to highlight the significant role Adobe technologies played in many of the featured products and solutions at the world’s largest Health IT conference.


Public sector

Healthcare agencies, payers, providers, and partners worldwide trust Adobe to securely drive customer engagement, optimize workflow efficiencies, and measure overall effectiveness.  And HIMSS is always a great place for us to demonstrate our commitment to them, and to just say thank you.

Drop us a line anytime on Twitter @AdobeGov and @AdobeCEM.

2:53 PM Permalink
February 1, 2012

2012 Adobe Government Assembly… coming soon

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Please join Adobe for its annual Adobe Government Assembly, February 8th, at the National Press Club.

The AGA is a forum for federal, state and local IT, acquisition and security professionals to discuss strategies and actionable tactics for meeting today’s challenges and revolutionizing tomorrow’s government operations. You’ll hear from public sector leaders and industry experts on the key issues of advancing citizen engagement, implementing innovative technologies and protecting critical information.

Keynote speakers include GSA’s David McClure, Associate Administrator of the Office of Citizen Services and Innovative Technologies, and best-selling author Peter Sims.

Click here to register.

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January 31, 2012

The right to vote. The responsibility to verify.

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Health Reform, Medicare funding, economic matters, illegal immigration, national defense, foreign policy, and the list goes on…

There is no shortage of issues for American voters to consider when casting their ballots in this year’s presidential election. In fact, all the candidates (including the president himself) have been working hard to ensure their positions are clear and their messages resonate as they plead their cases to be commander-in-chief for the next four years.

However, campaign speeches and heated debate performances sometimes contain rhetoric that is sprinkled with embellishments and vague inaccuracies. Regardless of political affiliation, most people agree that it’s impossible to make educated decisions without fact-based research.

To help weed through the maze of politicians’ attention grabbing sound bites and unsubstantiated claims, countless voters have turned to PolitiFact, a non-partisan journalistic organization whose mission is to use the Web to help citizens “find the truth in politics.”

Since winning the Pulitzer Prize for National Reporting in 2009, PolitiFact has surged in popularity. In turn, they looked to Adobe technologies to extend their online reach and enlighten the masses through data visualization and an engaging mobile experience for iOS, Android, and the Blackberry Tablet OS.



“The new PolitiFact Mobile app repackages our extremely rich data to present it in creative and helpful ways,” says Bill Adair Editor, PolitiFact, and Washington bureau chief, St. Petersburg Times.

And in June 2011, PolitiFact was named the #1 news app in the iTunes store; proof that more than ever, in the hands of the people (across multiple digital channels), knowledge is power.


7:51 AM Permalink
January 11, 2012

May Old Acquaintance Be Forgot?! Not so fast.

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With each New Year, there is a propensity to want to leave the past behind us. Resolutions to start anew are often key drivers behind seasonal surges in new gym memberships and other short lived self-improvement initiatives.

Enterprises typically seize the beginning of a new cycle to re-invent themselves as well. However, regardless of the reason for the fresh start, forward-thinking leaders find ways to harvest lessons learned and relationships established in the past, and leverage them as they plan for the future.

With the emergence of a robust digital ecosystem, including social networking, mobile devices, and cloud computing, that’s now easier than ever to achieve. But sustainable results still require an innovative enterprise platform and an adaptive strategy.

Before the holidays, I was invited to participate as a panelist at the 2011 Government Mobility Forum in Washington DC. The theme was “Revolutionizing Agency Communications and Citizen Service” and the keynote was delivered by Phil Simon, best-selling author of “The Age of the Platform.” Afterward, we explored ways that technology may be deployed to extend the reach of personalized interactions, thereby providing incremental value with every touch point for the customer, citizen, or patient.

See full encore video here.

Digital communications strategy is at the heart of efforts to modernize user experiences throughout the public sector in North America and worldwide.

9:28 PM Permalink
December 22, 2011

Health Payers Turn to Adobe to Optimize Provider Contracting

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Relationships between health payers and their provider networks have traditionally been complex on multiple levels. Until recently, such complexity was often apparent from the very start of each relationship, as tenuous onboarding processes forced new network providers to wait weeks before treating their first patients. Meanwhile, contractual agreements and related documents bounced back and forth for updates, approvals, and signatures.

However, this costly bottleneck has now been completely removed for many leading health payers as they launch solutions powered by Adobe EchoSign, a disruptive cloud-based technology for electronic signatures and contract management.

Since acquiring EchoSign, we have seamlessly integrated this pioneering solution into the Adobe document exchange services platform, including the ubiquitous Adobe Reader and newly launched iPad app, for securely providing universal service access while satisfying rigorous compliance requirements.


Impressive results throughout the global health payer community have been garnering attention in the public sector too, as Medicaid agencies and others face workflow challenges similar to their commercial counterparts.

At Aetna, where the average contract processing time was decreased from three weeks to one day, three-quarters of all contractual transactions with providers are now electronic. Additionally, Aetna has significantly reduced its carbon footprint, as well as costs associated with postage and paper. These changes helped Aetna earn the 2011 InfoWorld Green 15 Award, presented by International Data Group (IDG).

“As a health care benefits company, we also are focused on creating a healthy environment. Our paperless contracting is one way we are advancing this mission,” said Carl King, head of National Networks and Contracting Services for Aetna.

At Cigna, average onboarding times for new physicians and small practices have been cut in half. As their expansive provider network continues to grow at a rate of over 20,000 new providers per year, over a million pages of contracts are efficiently managed digitally with the auditable Adobe EchoSign solution.

5:39 PM Permalink
December 14, 2011

TribalNet 12: Delivering Citizen Services and Bridging the New Digital Divide

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Although most of us mindlessly take it for granted, Internet access in the US is by no means ubiquitous. However, the dynamic mainstream adoption of smart phones, tablets, and other mobile devices has helped to drive irrefutable progress among rural residents and underserved populations.

By literally placing the power of the web into the pockets of many citizens for the first time, mobile devices empower these segments with a surge of newfound access to unlimited information (cell tower coverage and data plans permitting).

However, a closer look reveals a new challenge, as mobile devices are often the only gateway to the Internet for many of these new users. Despite the significant advancements they represent, these devices will not realize their full potential until enterprises, like government agencies and other organizations, deliver consistent experiences for meaningful business processes and human services across these channels – from start to finish.

6:34 PM Permalink
November 8, 2011

Showcasing Innovation @ Health 2.0 2011

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As the fifth annual Health 2.0 conference recently kicked off in San Francisco, the vibe was electric and incestuously contagious; I felt it more with every interaction there.  The event, which focuses exclusively on celebrating innovations in health IT, continued its tradition of generating more buzz and excitement than the year before.  Just as impressive, though, was the humbling sense of community and shared purpose as evidenced by the launch of Health 2.0 MatchPoint, a program dedicated to matching young innovators with established organizations. Mark Smith, President and CEO of the California Health Care Foundation, expounded on the significance of the matching concept in his spirited keynote remarks.

Form new start-ups to household names like Adobe;  from public sector agencies to publically traded corporations, the diverse “Health 2.0” entities that were represented each embodied three common elements, according to conference co-founders Matthew Holt and Indu Subaiya.

12:16 PM Permalink
September 2, 2011

Picture of Health: FDA Awards Medical Device Clearance to Flash-platform Based Solution

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So what’s the difference between data and information? Usability, of course.

When the hidden value of “data” is unlocked by providing it in context – when and where it’s needed- then the magical result is “information” that be may put to good use.

Many of today’s health IT applications, from Personal Health Records (PHRs) to telemedicine, are based on that premise. But when it comes to sharing the highest resolution medical images in real-time, that capability has been traditionally reserved for select specialists in a hospital, like radiologists and cardiologists, who have access to special workstations and Picture Archiving and Communications Systems (PACS).

After identifying such a critical gap, the founders of Client Outlook Inc. developed eUnity, a medical imaging integration and viewing solution for the enterprise, built on the Adobe Flash platform.

A version of eUnity was first showcased on a Blackberry Playbook at Adobe MAX 2010.

Since then, Client Outlook has iterated on the platform, bringing a version to standard desktops, where physicians may now rely on these images for diagnostic purposes. At the same time, the company extended the service in mobile and tablet platforms— on Android and more recently on iOS, where high-quality medical images can be shared and reviewed at the point of care.

In September 2010, Client Outlook was awarded a Class II Medical Device License by Health Canada for eUnity. Shortly thereafter, it was successfully rolled out to thousands of users across Sunnybrook Health Sciences Centre in Toronto – a renowned institution known for its adoption of innovative technologies. And now, less than a year later, Client Outlook has received U.S. Federal Drug Administration 510(k) Class Medical Device clearance to market eUnity in the US.

Recently, I spent some time with Steve Rankin, Client Outlook’s President and CEO, at HIMSS 2011 and he explained some of the benefits of the Flash platform from a developer’s perspective. Overall, developers have found that working with eUnity is approximately 30 percent faster than using other technologies.

This compliant, Flash-platform based solution helps set new standards for displaying a wider range of medical imagery, along with related metadata, at higher resolutions on more devices with unmatched performance. And, more importantly, it empowers clinical staff to make informed, quick decisions about patient care anytime and anywhere.

Looking ahead, plans are already underway to extend eUnity from a standalone client-server solution to an even more robust platform, incorporating the Adobe Digital Enterprise Platform to support highly automated workflows and further optimize the customer experience of providers who leverage this innovative solution.

As always, we’re interested in your thoughts and continuing the conversation on innovations in Health IT and otherwise. Keep in touch with us on Twitter @AdobeGov and our Facebook page.

6:06 PM Permalink
July 14, 2011

Customer Experience Management (CEM) for Health & Human Service agencies. What’s in it for me?!

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Obviously the answer to that question will vary greatly depending on who asks, and his stake in delivering (or experiencing) an engaging interaction.

CEM for the enterprise is typically associated with substantial benefits, like brand loyalty and competitive differentiation, but those may initially seem like non-issues for so-called entitlement programs such as Medicaid, Medicare, and others. That’s because, unlike in the competitive private sector, consumers of these programs often don’t have the benefit of choice.

Many would argue, however, that CEM offers a matrix of far-reaching benefits to any enterprise, some of which aren’t always immediately obvious. Customer communications is a perfect example. Consider the Explanation of Benefits (EOB) form that is sent to millions of Medicaid members in any given month.

Recently, at the 2011 State Health IT Connect Summit, I presented an interactive electronic version of that familiar EOB statement as part of a Health Insurance Exchange demo. By leveraging components of the new Adobe Digital Enterprise Platform (ADEP), recipients of this interactive EOB would be able to intuitively communicate back with its sender from within the document, while maintaining privacy and security of health data.

Now, consider the added convenience for diverse populations where multi-lingual content and responses may be automatically translated by backend processes as the correspondence is exchanged. Customer experience is improved even further as members may effortlessly dispute the accuracy of a claim displayed in that EOB, again from directly within the document.

For the enterprise that sent the EOB, this presents an opportunity to realize significant savings. Overcharges and potentially fraudulent claims that may have otherwise slipped through the cracks may now be identified and investigated, simply by making it easier for members to participate in the process. There are countless other examples of ways that HHS agencies may optimize efficiencies and generate measurable ROI by deploying solutions that strive first to better serve their members.

More often than not, a win-win scenario emerges for everyone as innovative executives are learning that the byproducts of optimal customer experiences include measurable impacts to the bottom line for organizations of all types, in both private and public sectors.

What are your thoughts on this trending hot topic? Let us know in comments and on Twitter @AdobeGov and @AdobeCEM.

5:35 PM Permalink
June 30, 2011

Adobe reforms the experience of accessing health care

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Last week, we launched the Adobe Digital Enterprise Platform (ADEP) for customer experience management (CEM) — a unified suite of solutions for managing multi-channel digital experiences that transforms how enterprises attract, engage, and service today’s digitally immersed consumer.

Launch announcements occurred simultaneously in several major venues, including Enterprise 2.0 in Boston, JAX Developers Conference 2011 in San Jose, and Forrester’s 2011 Customer Experience Forum in New York (where Adobe was also presented with Forrester’s “Voice of the Customer” Award).

At the State Healthcare IT Summit in the Washington DC area, I had the privilege of announcing the launch of ADEP to an exclusive audience of government policy makers as well as Healthcare IT executives and thought leaders.

The announcement was met with enthusiasm and excitement as our government audience discovered for themselves the possibilities that ADEP provides in real-world applications throughout healthcare and government. And the timing couldn’t have been better, considering President Obama’s recent executive order for agencies to streamline service delivery and improve customer service. The president is tasking agencies to leverage technology in order to keep pace with the private sector.

To demonstrate how the new Adobe platform can help achieve such improvements, along with measurable results, I provided a detailed presentation of our new solution for Health Insurance Exchanges (HIX). These exchanges, a central mechanism of Health Reform, are state-facilitated online marketplaces that allow small businesses and citizens to research, compare, and enroll in health care plans provided by private insurance companies (or Medicaid, if the applicant is eligible).

In order to be successful, health insurance exchanges will need to provide applicants with consistent experiences, regardless of their eligibility determination, device of choice, or mode of communication.

The Adobe HIX solution delivers an engaging experience at every point along the consumer’s lifecycle (learn, validate, decide, use, commit) by incorporating each of the corresponding ADEP modules: Web Experience Management, Social Brand Engagement, Selection and Enrollment, Unified Workspace and Customer Communication. Other primary customers of the exchange (HIX administrators and health payers), and their related experiences were reviewed in detail as well.

This is the first installment of a three-part series to provide coverage of my time spent at the 2011 State Healthcare IT Summit. Check back soon for more on the summit, including interviews with state executives as they share their approaches to HIX.

In the meantime, feel free to share your thoughts with us in comments and on Twitter @AdobeGov and @AdobeCEM.

7:50 PM Permalink