The opening session from Paubox SUMMIT 2021: Secure Communication During a Pandemic. Pande is the vice president and chief technology officer of Stanford Children’s Health, the only healthcare system in the San Francisco Bay Area dedicated to pediatric and obstetric care. It is also one of the few in the country. As CTO, Pande is responsible for all aspects of technology selection, deployment, and delivery for Children’s Health.
Pande explores what digital transformation means in a post-pandemic world and how organizations worldwide can focus on technology as a support rather than a crutch.
Anshul Pande: I think it’s a really optimistic time for being in health tech for being in, in cyber, or anything to do with healthcare, just because as I talked about it, there are real pertinent problems, we actually got to see them and bring them to the center. And there are lots of interest in terms of folks coming in.
Now, I want to talk about a couple of concepts. One of them is empathy. And everybody understands empathy, it’s the ability to understand and share the feelings of another. But what that drives towards is empathic design. And that is really a human-centered approach to the design of products. The intent is to pay attention to the users’ feelings towards the product. So the theory behind this is, the better you understand the users and the more you understand the users, you can create products that are more meaningful to them.
But more importantly, if you can elicit positive feelings from your product in the user community, they’re going to be yours for life. And you know, apples, iPod days, all the way to Apple’s iPhones and other products have kind of created that Ilan has kind of done that same thing with Tesla, where anybody who is a Tesla user, is invariably a big fan of the company, not just the products.
Hoala, How have you done this? For Paubox? Because you deeply thought about this as a problem? How do you interact and think about it?
Hoala Greevy Yeah, sure, I’m sure. So, back in 2008, for a different startup, I had, I designed a secure email. And it was it sucked. And so coming into the Paubox, I took those learnings. And from day one with Paubox, we designed it with the user in mind, right? So how do we make sending a secure email as seamless as possible? Because when it’s seamless, ie, not requiring the end-user to change their behavior? It’s more likely it’ll get done right. So the radical thing we did with paubox was, we took this approach to secure email and we said, Hey, you know what, we’re gonna encrypt every email from every device for every user in the organization. And they don’t have to change their behavior. So looking at it from an end-user perspective, I mean, that’s the best of both worlds, right? I’ll get the benefit without having to change my behavior. And that’s what really drives Paubox and is around our patent portfolio. You know, our high NPS of 80, historically, for the company, and our G2 reviews online and social proof is, is from the beginning, we designed it from the user in mind, not some technical specification. Of course, there are technical specs we had to meet. But that wasn’t the primary objective. So I was really pleased to see this slide. It really reminded me of our early days and what we continue to do today.
Pande: That’s great. Well, that’s a great example. And then if you want to learn more about empathic design, Google, Google has a lot of stuff. And then Stanford’s Design School, which is the design school is deeply focused on Human-Centered Design where a lot of companies came from.
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