How a healthcare organization used lived IT experience to inform executive decisions
A large US healthcare provider operated across hospitals, clinics, and remote care environments, supporting clinicians, administrative staff, and distributed care teams with a complex digital estate. Significant investment had already been made in devices, collaboration tools, and electronic health record platforms, and established operational reporting and support metrics were in place.
As the organization continued to modernize, leadership wanted a clearer, enterprise-wide view of how technology was actually being experienced across clinical and non-clinical roles. The objective was not to replace existing data or performance reporting, but to complement it with a direct signal that could help guide prioritization and reduce decision risk in a mission-critical environment.
The decision context
Operational data showed system availability, ticket volumes, and service performance. What it did not consistently reveal was where digital friction was accumulating in ways that could affect clinical workflows, staff efficiency, or confidence in IT services.
Feedback from interviews and ad-hoc input was often fragmented, making it difficult for leadership to distinguish isolated frustrations from patterns that warranted executive focus. This created uncertainty around which issues most affected care delivery, which investments were working as intended, and where limited improvement capacity should be directed.
Key questions included:
- How is technology actually experienced across clinical, administrative, and remote care roles?
- Which experience signals matter most for operational and clinical decision-making?
- Where would focused action meaningfully reduce risk to workflows, productivity, or trust?
How Voxxify was used
Voxxify was used as a structured, time-bound decision input alongside existing operational and service metrics to provide an organization-wide view of lived IT experience. The intent was not to establish a continuous measurement program, but to surface patterns relevant to executive decision-making at a point where priorities were being set.
The assessment enabled leadership to compare experience signals consistently across services, environments, and roles, helping clarify where experience aligned with expectations and where friction was most likely to affect outcomes if left unaddressed.
What clarity emerged
The insight helped focus executive discussion on a limited number of experience themes with disproportionate impact, including:
- How core clinical and administrative applications supported day-to-day workflows
- Where connectivity, access, and remote working technology created friction
- How support interactions and issue resolution were experienced across environments
Equally important, the insight highlighted areas where technology was performing as expected, allowing leadership to avoid unnecessary intervention and maintain confidence in existing investments.
Rather than increasing volume, the input reduced noise by clarifying which experience signals were most relevant to decisions already under consideration.
How insight informed action
With clearer visibility, leadership was able to align IT, clinical, and operational stakeholders around shared priorities, adjust focus where needed, and proceed with decisions knowing where experience-related risk was concentrated. The approach supported more deliberate planning and governance discussions without displacing existing controls or clinical oversight.
What changed for leadership
- Greater confidence in how digital tools were supporting clinical and operational work in practice
- Clearer prioritization across competing initiatives and improvement efforts
- Reduced reliance on anecdote or escalation to surface experience-related risk
This example reflects how one organization used lived IT experience as an executive decision input. Application and outcomes will vary by context. Names are withheld to respect client confidentiality; the intent is to illustrate an approach, not a reference.
