How can business help solve society’s biggest challenges? Welcome to Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. Hosts Femi Oke and Lizzie O’Leary talk to industry innovators, tech trailblazers and visionary leaders from around the globe about timely topics: from the climate transition to AI and data; and from the future of food to how we build, move and power the world.
…
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Content provided by Chad McAllister, PhD and Chad McAllister. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Chad McAllister, PhD and Chad McAllister or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Similar to Product Mastery Now for Product Managers, Leaders, and Innovators
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555: How human-centered product innovation is transforming healthcare – with Joseph Michelli, PhD
Manage episode 503716424 series 1538235
Content provided by Chad McAllister, PhD and Chad McAllister. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Chad McAllister, PhD and Chad McAllister or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Product management lessons from Amazon’s $4 billion acquisition of One Medical
Watch on YouTube
TLDR
Dr. Joseph Michelli—speaker, consultant, and bestselling author—joins me to explore how product innovation and exceptional customer experiences can transform industries, with a deep dive into One Medical, the patient-centered healthcare startup recently acquired by Amazon for $4 billion. The conversation sheds light on designing human-centric experiences, the strategic use of technology and AI, and the importance of empowering both employees and customers in service delivery. Practical takeaways for product managers include blending automation with empathy, continuous improvement through design thinking, and fostering workplace environments where innovation thrives.
Introduction
If you’ve ever struggled with whether to automate a customer touchpoint or keep it human, if you’ve wondered how to measure the “personal” side of your product experience, or if your team debates where AI helps versus where it hurts customer relationships—this discussion is for you. We’ll examine how companies dominate their markets through product innovation and customer experience that creates loyal fans, with a focus on One Medical, a start-up that Amazon acquired for $4 billion.
Our guest is Dr. Joseph Michelli, an internationally sought-after speaker and organizational consultant. He is a New York Times #1 bestselling author who has spent his career inside the world’s most customer-obsessed companies—from Starbucks and Ritz-Carlton to Mercedes-Benz and Zappos. His latest book, All Business Is Personal, examines the human-centered approach that made One Medical stand out in healthcare.
Summary of Concepts Discussed for Product Managers
The One Medical Story:
Founded by innovator Tom Lee, One Medical reimagined primary healthcare by leveraging technology for convenience, accessibility, and eliminating pain points (like waiting in both the waiting room and exam room). Their membership model allows customers to view providers’ schedules directly and schedule appointments online. Ninety-seven percent of their patients wait for less than three minutes to be seen by their provider. One Medical’s model integrates with existing health insurance, while streamlining scheduling, communication, and clinical experiences.
Designing for People:
One Medical designs not only for customers but also for employees. Especially in healthcare, where burn-out and lack of talent are serious challenges, a humane experience for employees is essential. One Medical leverages user experience (UX) research, streamlines workflows, and uses AI to handle administrative burdens and enhance face-to-face interactions.
Practical Innovation:
With influences from design thinking and Lean methodologies, One Medical empowers all team members as “spotters and solvers.” Practices like job rounding, customer walks, huddle boards, and cross-functional problem-solving are part of their DNA.
Amazon’s Influence:
Joseph discusses Amazon’s acquisition, culture clashes (and blends), and the unique challenge of integrating a highly human service business into Amazon’s tech-forward ecosystem.
Healthcare of the Future:
The integrated experience—app-based triage, same-day appointments, telehealth, and even Amazon Pharmacy delivery—showcases the potential of digital-centric, consumer-driven healthcare.
Useful Links
- Check out All Business is Personal
- Connect with Joseph on LinkedIn
- Visit Joseph’s website
Innovation Quote
“Anyone can invent. Very few can innovate.” – unknown
Application Questions
- Where do you see opportunities in your organization to redesign both customer and employee experiences using human-centered design thinking?
- How can your product team balance the use of automation and AI with the need for genuine human connection?
- What barriers currently prevent your team from regular customer empathy activities, such as shadowing or role rotation?
- How can frontline employees become more confident and able to solve problems in real-time?
- What processes or traditions does your organization repeat “because they always have”—and how could they be challenged or reimagined?
Bio
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His books include:
- Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
- The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
- Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
- Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People
- The Zappos Experience: 5 Principles to Inspire Engage and WOW
- Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
- The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
- The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
- When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle.
Thanks!
Thank you for taking the journey to product mastery and learning with me from the successes and failures of product innovators, managers, and developers. If you enjoyed the discussion, help out a fellow product manager by sharing it using the social media buttons you see below.
340 episodes
555: How human-centered product innovation is transforming healthcare – with Joseph Michelli, PhD
Product Mastery Now for Product Managers, Leaders, and Innovators
Share
Manage episode 503716424 series 1538235
Content provided by Chad McAllister, PhD and Chad McAllister. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Chad McAllister, PhD and Chad McAllister or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Product management lessons from Amazon’s $4 billion acquisition of One Medical
Watch on YouTube
TLDR
Dr. Joseph Michelli—speaker, consultant, and bestselling author—joins me to explore how product innovation and exceptional customer experiences can transform industries, with a deep dive into One Medical, the patient-centered healthcare startup recently acquired by Amazon for $4 billion. The conversation sheds light on designing human-centric experiences, the strategic use of technology and AI, and the importance of empowering both employees and customers in service delivery. Practical takeaways for product managers include blending automation with empathy, continuous improvement through design thinking, and fostering workplace environments where innovation thrives.
Introduction
If you’ve ever struggled with whether to automate a customer touchpoint or keep it human, if you’ve wondered how to measure the “personal” side of your product experience, or if your team debates where AI helps versus where it hurts customer relationships—this discussion is for you. We’ll examine how companies dominate their markets through product innovation and customer experience that creates loyal fans, with a focus on One Medical, a start-up that Amazon acquired for $4 billion.
Our guest is Dr. Joseph Michelli, an internationally sought-after speaker and organizational consultant. He is a New York Times #1 bestselling author who has spent his career inside the world’s most customer-obsessed companies—from Starbucks and Ritz-Carlton to Mercedes-Benz and Zappos. His latest book, All Business Is Personal, examines the human-centered approach that made One Medical stand out in healthcare.
Summary of Concepts Discussed for Product Managers
The One Medical Story:
Founded by innovator Tom Lee, One Medical reimagined primary healthcare by leveraging technology for convenience, accessibility, and eliminating pain points (like waiting in both the waiting room and exam room). Their membership model allows customers to view providers’ schedules directly and schedule appointments online. Ninety-seven percent of their patients wait for less than three minutes to be seen by their provider. One Medical’s model integrates with existing health insurance, while streamlining scheduling, communication, and clinical experiences.
Designing for People:
One Medical designs not only for customers but also for employees. Especially in healthcare, where burn-out and lack of talent are serious challenges, a humane experience for employees is essential. One Medical leverages user experience (UX) research, streamlines workflows, and uses AI to handle administrative burdens and enhance face-to-face interactions.
Practical Innovation:
With influences from design thinking and Lean methodologies, One Medical empowers all team members as “spotters and solvers.” Practices like job rounding, customer walks, huddle boards, and cross-functional problem-solving are part of their DNA.
Amazon’s Influence:
Joseph discusses Amazon’s acquisition, culture clashes (and blends), and the unique challenge of integrating a highly human service business into Amazon’s tech-forward ecosystem.
Healthcare of the Future:
The integrated experience—app-based triage, same-day appointments, telehealth, and even Amazon Pharmacy delivery—showcases the potential of digital-centric, consumer-driven healthcare.
Useful Links
- Check out All Business is Personal
- Connect with Joseph on LinkedIn
- Visit Joseph’s website
Innovation Quote
“Anyone can invent. Very few can innovate.” – unknown
Application Questions
- Where do you see opportunities in your organization to redesign both customer and employee experiences using human-centered design thinking?
- How can your product team balance the use of automation and AI with the need for genuine human connection?
- What barriers currently prevent your team from regular customer empathy activities, such as shadowing or role rotation?
- How can frontline employees become more confident and able to solve problems in real-time?
- What processes or traditions does your organization repeat “because they always have”—and how could they be challenged or reimagined?
Bio
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His books include:
- Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
- The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
- Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
- Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People
- The Zappos Experience: 5 Principles to Inspire Engage and WOW
- Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
- The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
- The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
- When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle.
Thanks!
Thank you for taking the journey to product mastery and learning with me from the successes and failures of product innovators, managers, and developers. If you enjoyed the discussion, help out a fellow product manager by sharing it using the social media buttons you see below.
340 episodes
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Similar to Product Mastery Now for Product Managers, Leaders, and Innovators
How can business help solve society’s biggest challenges? Welcome to Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. Hosts Femi Oke and Lizzie O’Leary talk to industry innovators, tech trailblazers and visionary leaders from around the globe about timely topics: from the climate transition to AI and data; and from the future of food to how we build, move and power the world.
…
continue reading
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…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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continue reading
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
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continue reading
A top podcast for healthcare leaders, with over one million downloads, Radio Advisory is your weekly download on how to untangle the industry's most pressing challenges to help leaders like you make the best business decisions for your organization. From unpacking major trends in care delivery—like site-of-care shifts and the rise of high-cost drugs—to demystifying stakeholder dynamics, to shining a spotlight on priorities that may get overlooked, we're here to help. Our hosts and seasoned r ...
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
The Knowledge at Wharton Network Acast feed serves as a curated showcase highlighting the best content from our podcast collection. Each week, we feature one standout episode from each show in the Wharton Podcast Network, giving listeners a comprehensive sample of our diverse business and academic content. This rotating selection allows audiences to discover new shows within our network while experiencing the depth and variety of Wharton's thought leadership across different topics and forma ...
…
continue reading
1
The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
Brian Burns
9k279
No BS Allowed - Are you sick of empty suits telling you to work harder? - Learn about The Maverick Selling Method, which models the world's best salespeople and what they do differently. If you are in sales and are passionate about selling, you will like this podcast. The focus is on b2b sales and selling. If you are selling or in sales, this podcast is for you. I cover cold calling, spin selling, challenger sale, solution selling, and advanced selling skills. Strategic selling, LinkedIn, sa ...
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
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