Consumerism has reached critical mass in healthcare. Consumers expect technology to work intuitively, regardless of its underlying complexity. And in healthcare – an industry that tends to segment consumers into patient or member experience silos – consumers increasingly expect a seamless, holistic, digital health journey. Today, entire industries such as healthcare, banking, insurance, and business-to-business […]
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. […]
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 […]
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 […]
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 […]
IoT in healthcare just gained new wings. Yesterday, Amazon announced its new foray into the busy wearables sector. Dominated by the Apple Watch and Fitbit, the wearables market is estimated by Gartner to reach $52 billion this year – an impressive 27% increase from 2019. This growth coincides with slow-downs of in-person care delivery, brought […]
Over the past five years, SEO has become an increasingly more important channel for acquiring new customers. The advent of COVID-19 has only accelerated that trend, as people spend more and more time online. That impacts all types of healthcare companies, including providers, insurers, device manufacturers, and pharmaceutical companies. In this post, we’ll discuss some […]
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 […]
Series Authors: Tom Kiesau, Dr. Sam Bhatia, Paul Griffiths This series explores the uncomfortable reality that this adaptation will likely span a longer period than the authors believe has been widely expected. Three leading organizations — Salesforce, Perficient, and The Chartis Group — have come together to share bright spots within the healthcare community that can point the way to building the […]
When the COVID-19 pandemic struck, the reality quickly became apparent that many healthcare organizations were ill-equipped to fight the COVID-19 battle. Healthcare has been stretched to new limits in inpatient volume, equipment shortages, and the sheer number of calls, emails, and inquiries coming from the patients/members, media, and government. So what has helped healthcare clients […]
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 […]
Series Authors: Tom Kiesau, Dr. Sam Bhatia, Paul Griffiths This series explores the uncomfortable reality that this adaptation will likely span a longer period than the authors believe has been widely expected. Three leading organizations — Salesforce, Perficient, and The Chartis Group — have come together to share bright spots within the healthcare community that can point the way to building the […]
