Glossary

HIPAA stands for the Health Insurance Portability and Accountability Act of 1996, a US federal law that protects sensitive patient health information from being disclosed without the patient’s consent.

Heuristics are basically ‘educated guesses’ – a quick, but well-informed way of solving a problem.

A highlight reel, or HLR, is a curated selection of video clips edited on an insight platform. Highlight reels can include multiple video clips from the same feedback session or clips from multiple sessions. Highlight reels are easily searchable and shareable to amplify your organization's customer insight.

Human insight is the process of understanding your customer by listening and observing with empathy. It offers a valuable new understanding of your customer that results from listening and observing with empathy and can be used to connect the dots between what they think, feel, say, and do. It provides the "why" context that gives organizations the ability to understand customer needs and rethink ways to better serve them.

A hybrid navigation model, or an information architecture is the method of organizing information in a structured format where users can easily find what they need. When designing a site, content should be categorized clearly and flow interchangeably between other pieces of content.