Challenge

Reimagine the 1.7 million patient, ten center hospital patient experience to improve patient satisfaction, loyalty and leapfrog the hospital competition.

 

Solution

Human insight informed and shaped a brand experience platform. We used this new platform to design and facilitate workshops and town halls to ideate, prioritize, design and build with a 36 person cross-functional hospital management teams, leadership and CEO.

 

Research helped us understand people's care expectations and illuminate human-centered segmentation: Chronic, Cancer and Acute Care. Data allowed us to identify, quantify and prioritize the journey pain points across the segments. The final artifacts delivered were a future state experience prototype, enablement plan and funding model. 

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Impact

Several patient apps are in pilot and the future state prototype is in its' first phase of cross-hospital center implementation.

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