The Customer Experience Hub forms part of ARPANET-H, a nationwide health innovation network and is dedicated to the needs of people: listening to, learning from, and building trust with communities to enable access to critical health innovations for all Americans. This network will take a human-centered approach to design products and services that people enthusiastically adopt. In doing so, the Customer Experience Hub will drive user testing, adoption, and end-user access for ARPA-H projects by incorporating end-user considerations at all stages of research and development, reaching diverse and representative patient populations, and capturing insights as public goods for future use. Members of the network will draw on user-centered design and research best practices and methodologies, providing access, capabilities, and support to effectively integrate user input. This can include more iterative product testing conducted at locations accessible to the beneficiary community, including traditionally underrepresented populations. The network will also explore rapid prototyping capabilities to allow for quick turnaround of physical or digital materials that can aid in user testing scenarios and refinement based on feedback from customers and stakeholders. New clinical trial methodologies, novel delivery mechanisms, and easier-to-use devices, are all envisioned as intermediary outcomes along this journey of bringing innovations to their ultimate clients or customers.
Specific examples of activities and capabilities might include but are not limited to:
- User-testing and feedback
- Rapid prototyping of health-tech devices
- Simulation of patient-centered care environment
- Hosting inclusive patient listening sessions
- Novel clinical trial capabilities
- Advanced manufacturing
- Health outcomes measurement capabilities
- Immersion experiences
- Health ecosystem and stakeholder analysis
The network aims to connect local, regional, and national efforts to improve health outcomes and truly transform important areas of medicine and health. The focus on human-centered design and end user experience is purposeful and critical to driving successful adoption of innovations for better health.