Talk to the real customer and listen carefully…

As an architect one has to interact with different stakeholders. An architect interacts with developer, tester, requirement engineer (our internal customer), fellow architect, designer and the real customer. Out of all this interaction, I feel the interaction with the real customer always fascinates me a lot. I will share one such instance here. In the recent times I visit a hospital regularly for my kid’s vaccination. The regular pattern is like we call the hospital and book an appointment. The appointment itself doesn’t contain a time slot or any waiting list number (token number). After this we need to physically visit the hospital, pay the consultation fees and get a waiting list number. Then we wait for our turn. This waiting is a painful one for all the visitors. The hospital has a nice IT system that helps them in patient management, billing, consultant management and employee management. Being a software solution provider I thought this is great opportunity. Add a module that can provide automated online appointment management (web based/mobile based). The visitors need not waste their precious time and still gets to meet the consultant on time.

I got a chance to meet the hospital head and mentioned this solution. Also I elaborated how easy it is to add such a module. He listened carefully and then uttered the following

“I know it is easy to add online appointment management to our system. But in our locality people still judge the popularity of a hospital by the amount of crowd waiting for consultation. If I reduce the crowd by introducing such a system, then it will bring down the popularity of the hospital. So having a manual appointment management system is a conscious business decision.”

I learned the reason and thanked him for the clarification. As I stated in the beginning interacting with a real customer is always fascinating.