With a projected 70 million households owning at least one smart speaker by 2020, brands will need to start thinking about their brand voice more literally – as it applies to voice design. Some are referring to this as “Brand Humanity”, or how brands will function more as humans. It’s coming, and so much so that Alexa can…
Healthcare
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“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…
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Red Privet President Matt Hummel will take the stage with Jerry Griffin of Penn State Health to present strategies for taking a patient-centered approach to website design at Greystone.net’s 2017 Healthcare Internet Conference (HCIC) in Austin, TX. Griffin is the Director of Web and Digital Services at Penn State Health. Their presentation, entitled “Using a…
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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: 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…