Linda Watts

Linda is a healthcare digital strategy leader with 20 years of progressive experience in guiding diverse health system teams to develop and execute digital experiences and infrastructures. She is passionate about improving healthcare consumer experience, while also ensuring business ROI, to help health systems expand on their broader missions to improve their communities' health and well-being.

Blogs from this Author

Healthcare Consumer - patient experience

Consumer-centric Digital Experience in Healthcare

“Consumer-centric experience” has become a buzzword in healthcare circles. In fact, working with healthcare organizations across the country, I hear from leadership over and over again: I want to create the Amazon experience! They feel the threat of Amazon and other retail giants moving into their space, and they want to fight back. The problem […]

woman on healthcare website

How to Make a Good Healthcare Website

It’s a question healthcare marketers ask all the time: What are the keys to a good healthcare website? We want a formula. Tried and true best practices. Something that will boil it all down to a clear roadmap. If you search the web, you’ll find website checklists galore. And there are some undisputable basics: You […]

healthcare digital KPIs

Building digital KPIs in healthcare

What’s the secret to success in any healthcare digital project? Hint: It’s not a snazzy design or lots of bells and whistles. No matter the project, there’s a key step that separates success from failure. And that key is within your grasp. The key? Before you dive into your project, define what success will be. […]

patient or healthcare consumer

Your healthcare audience: Patient, consumer or human?

Healthcare marketers used to discuss the “patient experience” within their health system. These days the focus has shifted to “consumer experience.” The reason is obvious. Retail giants like Amazon and CVS keep pushing deeper into the healthcare space. And they’re bringing retail practices and improved consumer experience with them. It’s true that before a person […]

Guide to Healthcare Journey Map

Your Guide to Healthcare Journey Maps

Healthcare is complex. Quality has improved dramatically in recent decades, with breakthrough procedures and medications saving lives and providing better quality of life. But navigating the health system is more complicated than ever. Healthcare is also undergoing a retail revolution – with places like Amazon, CVS, Walgreens and others disrupting how patients receive care. The […]

How to Build a Healthcare Journey Map

You’ve learned about healthcare journey maps. And why it’s important to build healthcare journey maps. Now you’re ready to create a journey map for your healthcare organization. But what’s the process? In my experience building healthcare journey maps, the most important factor is to have a solid foundation in healthcare. The person who builds the […]

medical exam

10 Reasons to Build Healthcare Journey Maps

Healthcare journey maps take time to build, require input from multiple groups, and may uncover uncomfortable findings of the patient journey in your health system. So why invest in creating them? Here’s why to build healthcare journey maps: 1. Discover pain points Healthcare journey maps uncover pain points in the healthcare consumer journey. You learn […]

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Understanding Healthcare Journey Maps

Healthcare journey maps are usually drawn as linear – with a clear start and end. But look closely at the healthcare journey, and you’ll see it’s actually circular. The end of treatment doesn’t mark the journey end. It’s merely a lull, a period of maintenance before the next symptoms or life events trigger the journey […]

Healthcare Persona Image

Your Guide to Healthcare Personas

Do you wonder why patients don’t engage more with your website? Why they download but never use your app? Why they didn’t react to your campaign? Consider this: Perhaps the experiences you’re building aren’t addressing your audience’s true concerns or emotions. Through our work with health systems around the country, we see this disconnect often. […]

Healthcare Journey Caring Hands

My Healthcare Journey: Precision Surgery to Post-Op Confusion

As I returned home after my recent total hip replacement surgery, I saw it again: Our nation’s best health systems may deliver exceptional service at point of care, yet miss the mark at so many other healthcare journey touchpoints. For me, it was just an annoyance. To others, it can be a barrier to accessing […]

Resource Tips for Trying Times: Rebuilding Post-COVID [Healthcare Series]

In this series, we’re looking at strategy considerations and recommendations for people like you in the healthcare industry who are facing the coronavirus pandemic head-on. TIP: Rebuilding in the aftermath – here’s what healthcare organizations will need to do COVID-19 has been the largest disruptor of the modern healthcare industry, and the situation only continues […]

Resource Tips for Trying Times: Breaking Down Silos [Healthcare Series]

We’re here to help inform and empower you as you help provide your expertise to healthcare consumers during the coronavirus pandemic.  TIP: How COVID-19 is breaking down silos – rapid response communication requires a true and deep partnership In the old world, marketing, IT, and clinical operations were three largely separate silos. But the rapid […]

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