R&Q's Blog

Medical device industry news and trends - and the resources to understand and act on them.

 

Who is your customer?

My mom works as an x-ray technician at a small orthopedic office in Chicago-land. Recently, the office ordered a new x-ray machine to replace their old and outdated equipment. My mom was very eager to use the new equipment, and was very happy to have an upgrade. However, after a few days of shuffling patients in and out of the room, she already had some complaints: the lever for the film was difficult to operate, there was not enough clearance between the machine and the door to get a stretcher in the room, the surface of the table was too slippery. One thing she said that really stuck with me was that no one ever asked her for her opinion when buying the equipment, even though she was going to be the one using it every day. She said she would have picked a different machine, if she had the choice.

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