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User Experience by the Numbers

When what gets measured gets mismanaged

Illustration by Joe O’Donnell

NNot too long ago, I went to a major pharmacy chain on a Friday night during rush hour to pick up some prescriptions. I waited in traffic, waited in line at the pharmacy, and then waited again in traffic before finally arriving home. I unpacked everything and discovered they left out a prescription. Frustrated, I checked the app and saw the…




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Chris Kiess

Chris Kiess

Healthcare User Experience Designer in the Greater Chicago area

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