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High-end private healthcare provider wanting to
Reimagine Customer Experiences

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Opportunity

  • How might we provide delightful experiences to our patients?

  • How might we provide a better sense of welcome when entering?

  • How might we meet their healthcare needs during and in-between their visit(s)?

Practices Involved

Frame Business Strategy
Build Customer Journeys
Design Experiences
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What We Did
 
Revamped new patient welcome

Established end-to-end patient follow-up

Overhauled phone experience & triage

Streamlined online forms experience

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Value Delivered

Customer

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Improved patient satisfaction

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Provided end-to-end visibility of Patient Experience

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Deeper integrated Patient experience with Business

Organization

Rejuvenated staff and culture

One vision of Patient experience across functions

Aligned expectations between patient & the business

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