Old Processes vs. New Behaviors


This post is by Om Malik from On my Om


red and white stop sign
Photo by Mika Baumeister on Unsplash

As the world around me has started to (pre-maturely regain normalcy), I have decided to deal with some of the to-do list items. The more I try to get things done, the more I realize that our “digital transition” is still in infancy, and any talk of a digital-first society is decidedly premature. 

Take, for example, medical care. Over the past few weeks, I have been grappling with some medical issues. I use UCSF for my core medical needs and have an excellent insurance plan. The medical provider uses an online portal to manage patient care and communications, but when it came to triaging my complications between three different specialists – the portal wasn’t much help. It took old-fashioned phone calls, voice mails, and phone calls – to finally resolve the matters and move forward. I will save you the details – because this isn’t a lament about the doctors. 

Instead, it is about the archaic nature of processes built into an institution built for a paper-first world. It has since added a digital veneer to it. The MyChart portal gives you an impression of being digital-first, but it doesn’t account for real-world situations. 

We have become so accustomed to new forms of communication and collaboration. Still, it is hard to do so in systems that have been architected on pylons from a different era. What happens when the world is video-call first, and the phone numbers go the way of the landline? How (Read more...)