From Idea to Innovation: How Medtrics Uses Customer Feedback to Build Better Platform Features

Customer-driven innovation is central to our mission. Educators, administrators, and learners hold insights that inspire impactful improvements. We carefully listen to their feedback and develop platform features tailored to their needs.

In this post, you'll discover how Medtrics converts customer feedback into meaningful enhancements. From initial concept to fully realized innovation, your input shapes our platform every step of the way.

Listening to Lead: How Customer Ideas Drive Innovation at Medtrics

At Medtrics, innovation begins with attentive listening. Feedback from users guides each improvement, whether it arrives via support calls, emails, onboarding sessions, or face-to-face discussions at trade shows. Every voice matters, and every suggestion receives thoughtful consideration.

 "Most of our ideas that are turning into features in Medtrics come directly from our clients. We really like to build our roadmap from client feature requests." 

 — Santhosh Cherian, MD, Founder & CEO, Medtrics

Our internal culture reinforces openness. Employees across departments propose feature requests based on user interactions or their personal platform experiences. Empowering everyone—from customer success to product development—cultivates continuous improvement.

Accurately capturing these suggestions in real-time ensures no idea is overlooked. Medtrics logs customer feedback immediately, enabling rapid responses to pain points and prompt recognition of emerging opportunities. This commitment to direct feedback keeps innovation advancing at the pace our customers deserve.

Feature Prioritization: How Medtrics Evaluates Customer Feedback and Implements Platform Improvements

Medtrics receives numerous suggestions and feature requests from customers and internal teams every week. To effectively sort through these ideas, our senior leadership team employs a structured prioritization approach to maximize user impact.

Above all, Medtrics evaluates each request based on potential benefits to learners and educators. Features that directly enhance educational experiences or simplify teaching workflows receive top priority. Administrative improvements, while important, generally come second unless they significantly streamline processes or deliver substantial efficiency.

The effort required for implementation is another critical factor. Our team assesses the resources, time, and complexity needed to build each feature. Balancing user impact against implementation effort ensures we regularly deliver meaningful improvements without sacrificing quality or platform stability.

Medtrics utilizes prioritization frameworks such as the RICE Model (Reach, Impact, Confidence, Effort) to measure and rank potential features objectively. Assigning numerical values helps our teams make transparent and informed decisions, supporting efficient prioritization.

How Medtrics Uses Pixar’s Brain Trust Model to Improve UX Design

Medtrics takes an unconventional approach to user experience (UX) design, inspired directly by Pixar’s renowned Brain Trust Model. Much like Pixar's creative teams refine films through collaborative iteration, Medtrics builds powerful platform features by encouraging candid feedback and rigorous dialogue.

The UX process begins with initial mockups or AI-generated prototypes crafted by our dedicated design team. These early concepts are a tangible starting point, sparking creativity and discussion during collaborative reviews. Santhosh Cherian explains, "I modeled this meeting after Pixar's Brain Trust, where you have a designer or producer coming together with the team to share what they're working on and gather candid feedback. No one holds back anything. They're giving their true feelings about whatever is being built."

Designers, medical education experts, and developers meet weekly to review these prototypes. The emphasis during these meetings isn't immediate agreement but thorough discussion and iterative refinement. The multidisciplinary approach is essential: designers focus on usability and aesthetics, medical education experts ensure educational effectiveness, and developers confirm technical feasibility. Diversity of perspective produces balanced, robust platform solutions that deliver stronger, user-focused enhancements.

Validating Features with Customers: How Medtrics Ensures Accuracy and Relevance

At Medtrics, customer validation doesn't end after initial feedback. Before releasing new enhancements, the team seeks further validation during the UX design phase to confirm alignment with user expectations.

For smaller enhancements or incremental updates, validation primarily occurs internally. Medtrics’ internal team—composed of educators, designers, and developers—carefully evaluates these improvements to ensure they effectively address user needs without extensive external review.

However, larger platform changes or significant system-impacting features undergo additional validation directly with customers. The UX team shares detailed prototypes, explanatory videos, or interactive walkthroughs, allowing customers to review and respond to proposed changes. Incorporating customer perspectives at this stage ensures features closely align with real-world workflows and user preferences.

The table below summarizes how Medtrics validates features of different scales:

Secondary validation significantly enhances the accuracy and relevance of new features, reduces risk, and ensures smoother adoption once improvements go live.

Case Study: How Medtrics Streamlined Capacity Optimization at Lincoln Memorial University

When Lincoln Memorial University (LMU) faced challenges in optimizing clinical site capacity, it heavily depended on external tools like Smartsheet for data collection. This approach involved multiple manual steps, increasing the administrative workload and the potential for errors.

LMU approached Medtrics with an explicit request: integrate clinical capacity management directly into the Medtrics platform, eliminating reliance on external forms. In response, Medtrics developed an integrated feature that centralized all capacity-related data directly within the platform. Santhosh Cherian explained, "We built a new functionality in Medtrics that allows the schools to collect capacity directly in the platform. The school does not have to use an external form. They can collect everything in Medtrics, and we can then download that information, do the schedule optimization, and deliver a fully optimized schedule for the school."

This enhancement significantly streamlined LMU's administrative processes. The team immediately benefited from reduced manual data entry, fewer errors, and improved real-time insights into clinical capacities. Ultimately, the integration enhanced accuracy, freed administrative resources, and allowed LMU to make faster, better-informed decisions regarding clinical placements.

Key Benefits for Lincoln Memorial University:

• Reduced Administrative Workload
  Eliminated manual data entry and external tools.
  
  
• Enhanced Accuracy
  Centralized data collection within Medtrics to minimize errors.
  
  
• Real-Time Decision-Making
  Provided immediate insights into clinical capacities for faster, informed placements.

Read the full case study here.

Continuous Improvement Driven by You

At Medtrics, innovation begins and ends with our customers. Your insights, suggestions, and feedback shape our platform’s future. The most impactful and practical features we develop emerge directly from the real-world needs of educators, learners, and administrators like you.

Your voice is essential. Whether you're suggesting incremental improvements or envisioning bold, transformative features, every idea helps us ensure Medtrics continues to meet and exceed the demands of medical education management.

Ready to shape the future of Medtrics?

Submit your feature requests through oureach out to your account executive, or share them during your regular quarterly check-ins.

Together, we'll transform your ideas into innovations that drive the future of medical education.

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