EP228: How to Figure Out What Patients Really Want, With Julie Rish, PhD, From the Cleveland Clinic
Episode Description
How to Figure Out What Patients Really Want, With Julie Rish, PhD, From the Cleveland Clinic (EP228)
"You've Got to Start With the Customer Experience and Work Backwards to the Technology." Episode 228.
Steve Jobs once told an audience that you have to start with the customer experience and work backwards to the technology — not the other way around. In this episode, Stacey Richter talks with Julie Rish, PhD, from the Cleveland Clinic, about how often health care skips that step entirely, building programs, products, and technology first and only checking with patients afterward, if at all.
WHAT YOU'LL LEARN
✅ Why so many health care workflow and technology decisions get made without patients or members actually in the room
✅ How often new programs, products, and digital tools launch with zero or minimal patient input — and end up with vanishingly few real users
✅ Why patients sometimes get blamed and labeled "nonadherent" for not using something they never wanted or were consulted about in the first place
✅ What it actually looks like to start from the patient's perspective and work backwards to the technology, Steve Jobs–style
WHY THIS MATTERS
When patients aren't part of the conversation about what they want, health care organizations end up building solutions in search of a problem — and then quietly blaming patients when adoption falls flat. Julie Rish's framing is a reminder that patient input isn't a final checkbox; it has to be the starting point.
=== LINKS ===
🔗 Show Notes with all mentioned links: Episode Page
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