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New York City’s Mount Sinai Hospital teamed up with design studio Cactus to create Lab100; a hybrid clinic and research lab that empowers patients to track their own health. Unveiled this month, the project went from concept to launch in only 10 months, having been internally tested since October 2017. The clinic features eight ‘stations’, which test everything from vital signs, to balance and strength, to brain health, and includes a 3D body scan that creates a high-resolution avatar of the patient.

Mind-blowing! A trip to the doctor becomes a well-designed, human-centered, visual, data-driven experience! Of course, that’s not remotely a surprise to anyone reading this email ;) Because you know our central belief: when it comes to trends, expectations set in one sector will quickly transfer across to other sectors. Meaning smart innovators can anticipate the expectations of their customers (or in this case, patients) by looking to best-in-class customer experiences in other sectors and contexts.

A few other takeaways worth dissecting (!) with your team:

• Patients using Lab100’s services are asked upfront if they consent to their (anonymized) data being shared with medical researchers. After the many data scandals of 2018, are you being open and honest with how – and why – you use your customers’ data?

• Like a restaurant’s open kitchen, Lab100’s tests (for example blood analysis) are performed on-site and in front of the patient, increasing transparency and engagement. Are there areas of your operations that you could put front-and-center for your customers?

• Lab100’s view of health is more holistic than traditional physical exams (taking in balance and mental dexterity). Which industry traditions are holding you back, and might customers appreciate you breaking them?

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