- The transformations and ongoing complex innovations being created within the mobile health sphere today are making an impact on the medical sector as well as a myriad of other industries. The Internet of Things along with new consumer demands are driving the development of revolutionary digital services, according to a new report from Accenture called “The Era of Living Services.”
Essentially, living services are the outcome of the digitization taking place in society today as well as the “liquid” consumer demands. Living services will be more customized to each individual consumer and will also change over time according to the needs of patients, customers, and workers.
These tools learn about their consumers and bring each user the experience they seek. Through tailored processes, living services become more engaging and useful to the patient or customer. Instead of more fixed services offered for the overall population, this will change the type of supplies offered by many varying industries, according to a company press release.
“We call them ‘Living Services’ for three reasons,” Brian Whipple, Senior Managing Director of Accenture Interactive, said in a public statement. “They will change consumer experiences such as travel booking and shopping in real time around us. They will be driven by things that are very proximate to us such as wearables and nearables. And, at the human level, living services will affect our lives in a much deeper and more positive way than mobile and web services have. In effect, living services breathe life into what is rapidly becoming a vast network of connected machines and objects, enabling branded services to flow through and utilize this connected environment.”
Based on Whipple’s statements, it is likely that the healthcare sector’s push for interoperability between medical devices, EHR systems, health IT platforms, and mobile health products will be achieved as the living services era blossoms over time.
As digital devices and mobile platforms continue to impact society at large, living services will likely lead to more competition among both the public and business arenas. Many may need to redevelop their business structures to compete in a new ‘era of living services.’
Both data and analytics will play a large part in improving the consumer and patient experience, as more companies as well as healthcare providers begin looking at population health. Design processes for both mobile health products and digital devices will change, as developers begin incorporating voice functions and location-based applications.
“The emergence of living services is being driven not only by the digitization of everything but also by ‘liquid expectations,’” Mark Curtis, chief client officer at Fjord, Design and Innovation from Accenture Interactive, stated in the press release. “When consumers engage with a brand today, such as an airline or a bank, they compare their experience not only with other airlines or banks but also with any service company, such as ride-sharing providers. Take the seamless and largely invisible payment systems these providers offer. Now consumers want payment experiences like this in every industry, consciously or subconsciously. We call these expectations that bleed from one industry to another ‘liquid expectations.’ In effect, expectations will rise across every industry as innovation increases in any industry.”