A healthcare patient was given a monitor to wear for a few weeks in the hope of diagnosing a condition.  A nurse initially positioned the monitor, but the patient realized later that day that the sensor wasn’t working. She first read through the instruction booklet in the package and looked online for answers. However, the instructions for the monitor, both in the box and online, were not accurate. 

The patient called the customer service number, but the representatives also didn’t know how to work the machine. 

This isn’t good Customer Experience, this isn’t good Patient Experience, this just isn’t good.

If a patient didn’t have a health condition before, they definitely developed one trying to get this particular monitor to work.

A customer’s, or patient’s, life should be made easier by your product, not worse. Don’t focus only on your product, pay attention to how a customer uses it.