Execution where it counts

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Why is it that innovation thrives in less consequential environments but we struggle with basic solutions where it really counts?

If technology can bring fresh pizza to your door within 30 minutes of a craving, why can’t we book a vaccine appointment to protect our health? VAMS** is the story of another expensive misfire in the application of technology; another breach of trust.

A quick review of familiar symptoms could help us all do better in the future.

WHAT you build is dictated by HOW you build it
The best solutions are not defined in diagrams and wordy documents. They are built WITH the user**. In real life.

Alarm bells in this story:

  • Usability was overlooked. Again. Vaccine seekers do not have uniform access to technology. VAMS was designed for a PC browser, but not for a phone browser form factor. Nor for users who can only phone in. The best solutions offer access in multiple modes.

  • Target user testing is the only kind that counts. Feels like VAMS was rolled out before a suitable sample of actual end users was consulted. If you don’t find bugs before rollout, you’re outsourcing QA to the user community. Bad move.

  • More speed less haste. We’re all for moving quickly, but not at the expense of effective design. And testing. Roll out too quickly and you squander trust.

  • Be transparent. If you want to be trusted, you have to share results with your user community. This is especially important for public services.


Bigger issue
Perhaps the biggest issue here is healthcare’s continued struggle with tech red tape. No apologies for my being a broken record on this one—it’s important.

Connecting a supply chain with scarce resources—vaccination supplies and the time of those qualified to dispense—is not a trivial problem. But it’s been solved before. ( And if innovation IS called for, I’ve seen hackathons—inspired by tight timelines—define great solutions to complex problems in a weekend.)

I don’t have any inside knowledge of this project, and it’s not my place to critique the approach of a team with the best of intentions. But I do know that red tape never accelerated anything. Maybe the bureaucrats should get out of the way and let folks get on with it.

For now, the best that you and I can do is not repeat the same mistakes.


(*) Working WITH your user is the subject of chapter 4 of Trusting Technology, my book about forming ideas, exploring opportunities with customers and colleagues, and building your future together. Order you copy here.

(**) What went wrong with America’s $44 million vaccine data system?