The Experience
When I walk into an appointment, one of the first things I'm looking for is how many people I'll have to pass before I can get to the front desk and check in.
If that feels doable, my attention shifts to where I'll sit and whether it feels like all eyes are on me before I've even had a chance to approach the desk. It reminds me of times when I'd peek inside a restaurant on a Friday night to see how crowded it was. If it didn't feel right, I'd turn around and leave.
The Observation
Many people assume the experience begins at the front desk. For me, it often begins long before I walk through the door. Oftentimes, I'm already running through scenarios in my head about what the check-in experience might be like before I even arrive at the appointment.
The Significance
The experience of care may begin before the first interaction takes place. What happens between the door and the front desk can affect whether someone feels comfortable continuing.
Browse All Observations →