As companies continue to convert into the virtual-driven delivery of services, it is important that company managers start to think digitally instead of continuing to work in an analog world. Today’s children are digital children. They will use Google before using a dictionary and many will likely never use the Dewey Decimal System for research.
It is this reality that company owner must adapt to as they continue their service delivery conversion into virtual services.
For example, pediatric health care providers are pleasantly finding out that their patients are receptive to care via virtual meetings, more so than their parents. This is because the digital children are used to technology. They have grown up looking at screens for education and stimulation. They are digital children.
Understanding this reality is the first step in understanding how to embrace virtual/distance service delivery.
In the example about health care providers above, a healthcare provider thinking in analog will simply take materials like flash cards and flash them on the screen to the patient. Some may even upload digital versions of the material and use them during treatment.
That is analog thinking.
A digital-thinking analog health care provider will use digital tools to enhance the treatment regimen.
Understanding that pediatric patients are digital children, instead of using paper products, the digital healthcare provider will, instead, use immersive digital versions. For example, a short video showing how the therapy is supposed to be delivered, instead of a paper-based step-by-step instruction sheet. This enhances the experience for both the child and the parents.
This is a brand-new market for enterprising businesses – to convert analog medical instruction sheets into enhanced digital versions.
Additionally, children have short attention spans. To keep the pediatric patient engaged, the health care provider would use the virtual tools available within the virtual meetings application to engage the patient further.
For example, a digitally driven healthcare provider will not use toys flashed on the screen to get the patient’s attention, instead the provider would change the background of their screen to get the attention of the pediatric patient. A Star Wars fan would be attracted to a space motif while others would be attracted to sports backgrounds.
Digitally driven service providers would enhance their virtual tools to deliver services virtually.
The digital enhancements go beyond changing backgrounds. For example, the Start Wars pediatric fan would look forward to a virtual therapy session if the health-care provider adopted digital tools for the engagement.
For example, as the session is about to begin, the provider could play a short Star Wars theme to start the session. This signals to the patient that it is time to prepare for the treatment session in an immersive and fun fashion. As the video engagement plays, it also gives the provider the time to prepare for the session.
Likewise, the session can be ended on another Star Wars theme giving the patient a closure to look forward to.
To begin the digital-driven services, the mindset change from analog to digital needs to be embraced from management on down to the service providers.