To expand into the prestigious large academic hospital market, we replaced the installed solution of our chief competitor, which led to a number of go-live issues which had not been seen with existing customers. Reports of problems led us to understand how tight the radiologist/software interaction actually was and how even subtle changes made an impact in customer experience.
Role I Played
- Organized daily meetings with various engineering and product personnel, including component/infrastructure teams to synthesize and prioritize problems while driving and tracking isolation, fix, test, and deployment.
- Engaged closely with customers to understand problems and support their ongoing operations by attending regular meetings, keeping up regular communication, and coordinating with customer success team.
- Synthesized information and aligned efforts using A3 methodology, doggedly revising problem statements, root cause understandings, action plans, progress tracking, and making efforts visible, while teaching .
- Got dirty, personally developing and automating high speed, highly efficient log analysis to identify and visualize > 30 new metrics.
- Communicated progress of high value customer to CTO, CEO.
- Over 6 months, customer was effectively transitioned opening up the prestigious large-academic hospital market.
- Numerous software, process, and training improvements as well as > 20 new UX metrics identified and operationalized through a cloud dashboard, with 5x improvement in responsiveness in key metrics.
- Customer became a collaborative partner for future feature development and a sales reference.
- Staging releases by orders of magnitude is a tactic for fault tolerance: think 10, 100, 1000 or 10, 1K, 1M. Always have a roll-back plan
- Replacing a product is difficult, particularly at the edge, in a fast paced, information driven environment. Radiology is at the edge of UX: hand-eye-voice coordination and multiple foci of attention make it critical to keep change to a minimum, as muscle memory is a major factor. Our software was working, when the user could use it without thinking, focused on the x-rays, MRIs, CT scans.
- Problems often have layers, and sometimes are confounded. Even highly trained professionals sometimes need to return to first principles to effectively isolate, partition, document, and act on problems.
- There’s nothing better than telemetry: metrics are life.