“76% of patients reported going online to find an individual provider.” – Yext Patient Journey Survey 2016 An optimized ‘Find a Provider’ tool is critically important to both the patient’s customer experience (CX) and a healthcare organization’s bottom line. While a significant investment, a provider search tool can improve the patient’s experience via better patient-provider…
Customer Engagement
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3 Key Takeaways: Service design can help organization discover how best to “fulfill the experience” by uncovering back-end improvement opportunities to front-end CX pitfalls. Marketers can add quantitative components to journey maps by measuring CX (through surveys, etc.) across key touchpoints in the customer journey, over time. Future-state journey mapping can envision proposed solutions to…
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3 Key Takeaways: For organizations new to journey mapping, it’s best to start small and “applied” – identify a finite CX problem with a practical application for the findings. Whether your project is experiential or applied in nature will likely impact the project’s scale, budget, timelines, and details of the research plan. Don’t forget to…
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3 Key Takeaways: There’s no “end all, be all” way to visually map the customer journey, so long as the ultimate outcome is a deep understanding of your customer’s feelings and experience. Customer journey maps are often mistaken for other diagram-like deliverables, but the common differentiator is the uncovering of empathetic and emotional insights. The…
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Patient intercepts are a useful tool to understand the real life patient experience. The intercept is a qualitative research method – a 10-15 minute interview in the natural setting of a user. Intercepts offer a unique opportunity to learn about real patient needs, attitudes, behaviors and perspectives in the health care environment. As the first…