Patient experience and Co-Creation in Health

Co-creating patient experience in health, pharma and wellbeing

How much can you save with user driven innovation?

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Did you know that user experience has a return of investment of 37% en the first year? This is only the beginning:  it climbs up to over 400%

In her excelent video on the Return of Investment of User Experience, Susan Weinschenk proposes some items on how to measure the impact of user driven design.

We have tested Dr. Weinschenk’s ideas in a recent case.  The project was about the integration of a platform for Alzheimer patient caregivers into a 2.0 on line health network for chronical diseases.

The project included a small livig lab for integrating the user experience in the development of the 2.0 tool.

The added value of this process is threefold
a) Reduction of development costs and time to market
b) Increased user acceptance
c) Business Model
Reduced development costsIt is generally estimated that 80% of the technological developments that are launched and that 15% of ICT projects are abandoned. It is also estimated that 50% of the projects requires reprogramming: the cost of correcting an error after reprogramming is 100 times the cost to correct it before it.The platform can produce an income of 10 €, 20 €, 30 € to 50 € per user and day each year of its life. If every day 25 users leave the health network  because of poor usability, the table of losses would be:

Users that quit

Daily income per user

Daily losses

Annual losses


10,00 €

250,00 €

91.250,00 €


20,00 €

500,00 €

182.500,00 €


30,00 €

750,00 €

273.750,00 €


50,00 €

1.250,00 €

456.250,00 €


So, what is the ROI of user involvement?

  1. Poor requirements
  2. Bad communication between users and programmers
  3. No stakeholders (in this case, medical staff, families, hospital representatives)

 A living lab or any sort of user driven design or innovation covers all three aspects and includes very valuable information for ensuring user acceptance. As a result, programming and design errors are reduced by over 40% in each user experience cycle. This means 40% less of user abandonement.

The cost of a living lab is annually 50.000 euros plus other 50.000 euros in adapting programming and techology design to real user needs. In total 100.000 euros. As mentioned, experience shows, that each year you can reduce user abandonement by 40%

The following graph shows clearly how user inviolvement in the design reduces clearly the losses caused by drop off of unsatisfied users.

Therefore the ROI is easy to calculate. The numbers are astonishing. In the first year: ROI is already high: 37%. But in year number four, ROI peaks up to 440%!!!


Autor: Carlos Bezos Daleske

Siento curiosidad por todo lo relacionado con personas y organizaciones, especialmente en salud. Me gusta trabajar con personas y con su capacidad de innovación y co-creación. I feel very curious about everything related to people and organizations, especially in healthcare. I enjoy working with people and their ability to innovate and co-create.


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