This post was mentioned on Twitter by TweetCRM: Does President Obama manage his own health benefits forms? http://tinyurl.com/la3qkm...

what you are talking about is deeper than health care reform. it is about the experience.

one of the sine-qua-non we talk about when designing experiences goes beyond asking the customer into the realm of common sense: would you use this process as it is? is there anything you would change? if you were the customer, what would you think?

i worked with Kaiser for a while many years ago, and the thing that impressed me the most was that at the time, and this was way before experience became a buzzword, they would apply that test to all systems they produced.

I am certain that Kaiser has its own battles to fight on experience – as do all organizations – but it is a simple method to see if the process or experience would make sense.

can you imagine any insurance company applying this test to their procedures? of course, they would have to close…

Love the image of President Obama filing insurance clams. Let’s require all members of congress to fill out all of their medical forms for the next 12 months, and then see what sort of healthcare reform we can come up with!