Mature Patient Experience
Pain Point Bandaids
You have a patient experience strategy, but it never addresses anything deeper than the tip of the iceberg: pain points. While rounding sessions and HCAHPS surveys are beneficial, they only highlight problems that should never have existed in the first place. Your already burdened patients are forced to slalom through chronic organizational hiccups.
Road To Success
SLOW DOWN TO MOVE FAST
Impact Makers brings a “slow down to move fast” philosophy to strategic planning that works. Our interdisciplinary teams bring the skills and executive experience to quickly bridge the gap between the needs of your Patient Experience/Engagement team and the rest of the organization. For example, how does your population health analytics square with your patient experience metrics? Among others, those gaps typically fall into one or more areas concerned with security, data governance and organizational change management.
YOU CAN’T TEACH EXPERIENCE
We bring you top talent in the industry with executive experience in healthcare. With cross-disciplinary skills and irreplaceable real-world experience, we are a one-stop consulting shop for digital Patient Experience. Our services include patient research, information architecture, usability testing, interaction design and a full-service creative shop. Beyond creating application interfaces, websites, or device interfaces, designing interactions with humans at the center allows companies to create ecosystems that leverage their brand to create real business value, while also creating delightful experiences.
MATURITY = A WAY OF LIFE
Designed interactions are the product of intentional experience management. A mature experience program requires a mastering of 6 disciplines: strategy, consumer understanding, design, measurement, governance, and culture.
To understand customers we organize our work in four areas:
Step 1: Observe
We observe the customer directly, to discover our future focus areas, by conducting ethnographic research, interviews, surveys, cognitive walkthroughs, and contextual inquiries.
Step 2: Explore
We’ll capture their stories to highlight pain points, but also to explore unmet or unexpressed needs, on empathy maps, affinity diagrams, personas, and journey maps.
Step 3: Design
Together we’ll work toward a shared understanding of what can be designed to remove the pain points, and/or meet their needs, by creating scenarios, current and future flows, wireframes, blueprints, and prototypes.
Step 4: Measure
Often neglected, it’s important to validate our solutions through net promoter scores, satisfaction surveys, effort scores, and conversion.