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Seamless Digital Experience to Drive Patient/Consumer Engagement

As a healthcare provider, there are a number of discrete digital tools on your website that form part of the entire patient/consumer digital experience. Each digital interaction through tools, such as a find-a-doctor app, patient portal, online appointment scheduler, virtual visit, health library, and symptom advice/checker, are meant to give patients a great, serviceable experience. Unfortunately, more often than not, the experience is not seamless.

Offering a comprehensive, seamless experience across all tools and applications for your digital services can be challenging and daunting.

However, it is essential to provide a holistic digital user experience (UX) as patients and consumers have come to expect this from other industries. So, how can you support painless transitions across multiple discrete tools on your website in order to create a usable and highly satisfactory digital experience?

4 key steps to integrate across each of your digital tools and applications for a seamless digital experience:

  1. Incorporate your logo and insert your organization’s brand personality through tone of voice throughout the copy
  2. Be consistent with fonts and colors and other user interface elements
  3. Customize UX to have similar layouts across all tools for consistent, intuitive interactions
  4. Take this to the next level by integrating backend systems, so you can use data to personalize each tool and application to adjust to the user and deliver more relevant digital experiences

By creating a digital experience that unifies isolated sessions for each digital interaction across tools, applications and digital channels, you’re able to provide a seamless, cohesive consumer, member, and patient experience that will lead to increased interaction, engagement and satisfaction.

There are a number of steps you can take, with some being simpler than others.

What methods are you implementing to create a seamless, holistic digital user experience for your patients and consumers?

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Susan Kight

Susan Kight is a lead business consultant with digital experience spanning healthcare, finance, and education industries. With a core grounding in marketing, product management, and analytics, Susan is able to assist clients at the intersection of where digital, strategy and data meet. She is extremely passionate about helping healthcare organizations improve patient outcomes through the delivery of successfully executed innovative digital strategies. Susan helps clients to build best-in-class, engaging digital experiences that achieve business goals and lead to high ROI.

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