E72: Spreadsheets Don’t Build Empathy – Steve Koch of Cast & Hue
Ben and Jay welcome Steve Koch, co-founder and Senior Vice President at customer experience consultancy Cast & Hue. Steve talks about his career transition from marketing and advertising to human-centered design, and the critical connection of customer experience to brand. He discusses how to overcome barriers to employing human-centered design to enhance the healthcare experience and how Jobs To Be Done enhances design work at Cast & Hue. In addition, Steve offers helpful advice for conducting virtual design work, and a preview of upcoming Cast & Hue research on telemedicine customer experience during COVID-19.
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