I have long been fascinated by the use of technology to engage “customers” outside the confines of the organization delivering a service. For example, it never ceases to amaze me to listen to people nearly giggle with delight about the ability to print their own airline boarding passes at home. They are doing the work of the airline staff, using their own supplies to do so and are more than happy about it!
Given this fascination, I was more than a little intrigued about the recent story about an Ohio pain clinic that has rolled out what is calls “online physical therapy”
According to the article, “The program is available at no cost to patients and is accessible through online videos and animations designed to teach various therapy exercises to patients in their own homes.” While simple in concept, this service could offer the same convenience and lower operational costs as online banking or web airline check-in.