customer
journey
interview
workshops
customer
journey
mapping
Patient interviews to understand the patient
journey and how digital services can improve it.
Customer Journey Mapping and Workshops to
align executive team on priorities.
customer
journey
interview
card sorting
google
analytics
Card sorting to determine information
architecture.
Google Analytics analysis to understand how
the website was performing, and to define
better KPIs.
Social Media analysis to identify engagement
opportunities
results
Reduced customer support
Improved revenue and cash flow
Happier patients
Long term digital strategy roadmap
Redesigning key tasks to conform to what people were trying
to do, rather than to the constraints of 3rd party tools, meant
more site visitors were successful. That translated into lower
support costs.
More people were able to pay their bills more quickly, increasing
the bottom line.
In 2017, a digital strategy needs to be more than a website and
a Twitter account. Customer journey research revealed many
opportunities for improving the patient experience at key
touchpoints.
Improves website usability boosted the results on web
satisfaction surveys. Content was more relevant wo patient needs
so they were coming to appointments better prepared, which
translated into fewer frustrated and stressed patients.
