You can’t understand anything about your business if you don’t listen to your customers—what they think about you, what they know about you, what they want in the marketplace. Everything about running your business well begins with the customer. Unfortunately, most organizations these days simply don’t work that way.

When trying to maintain operations, the chain of command keeps things running smoothly. But when you’re trying to design an innovative change, there’s no greater impediment than the org chart.

If you really want to wow your customers, guess-and-check won’t cut it. The most powerful customer experiences today are not merely created for customers—they’re created with them.

Thoughtform is happy to announce that Alessandro Sosa has joined us as a design intern for the Summer of 2025! We sat down with Alessandro to talk about the importance of identity in design and the beauty of the New York Subway Map.

How do you create a pre-visit patient experience that combines the best of digital and traditional systems? With the pace of technology, the answer is likely an ever-moving target. But here are three main areas in which digital (and analog) technologies can help smooth out the pre-visit experience.

If you’re struggling to convince your organization of the value of PX investment, or simply understand that you can no longer afford to ignore it, here are a few of the main arguments against investing in patient experience—and why your financial and strategic future requires you to do it anyway.

The business landscape is shifting, and we all have to shift with it to ensure that growth doesn’t stagnate. And just as market uncertainty is an opportunity for you to grow, it’s an opportunity for us to evolve how we help you get there.

Convincing an organization to embrace a new change is never easy—especially in the healthcare industry. But in our experience, there are a few common roadblocks that most organizations share. Overcoming the internal resistance to cultural change requires you to understand these roadblocks and meet them with honesty, empathy, and a clear plan forward.

Healthcare organizations that embrace emerging trends will be better positioned to meet evolving patient expectations and deliver seamless, accessible, and patient-centered care. As we move into healthcare’s uncertain future, here are five emerging trends that are set to revolutionize the patient experience in 2025 and beyond.