Posts Tagged ‘journey mapping’

Consumers want and need a reliable digital experience from their healthcare providers. Siloed content and disparate websites can create confusion for patients at a time when clarity and peace of mind are needed most; this disconnect stands to erode confidence in a healthcare brand. Our clinical laboratory client needed to consolidate multiple sites that were […]

Healthcare is undergoing a retail revolution as businesses like Amazon, CVS, Walgreens and others increasingly disrupt how patients receive care. Patients, in turn, expect greater ease and transparency in healthcare, and they’re exercising their rights to choose the health systems that provide the greatest ease in navigating their healthcare needs. How can you, as a […]

Before the COVID-19 pandemic hit, virtual medicine was growing in the United States. Telemedicine was expected to grow at more than 15% annually through 2025. Approximately 22% of physicians had used telehealth to see patients, and over 50% expressed willingness to adopt it in the next few years. Patients also pushed for improved access to […]

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 […]

Journey mapping is an exercise that helps organizations understand customer pain points and plan a positive experience accordingly.

In an attempt to lure younger customers, JPMorgan released a new mobile app called Finn by Chase. The app will allow users to open an account, deposit checks, track spending, and perform other activities that many companies already offer. JPMorgan is testing out an iOS version of the app in St. Louis, a city where […]

If you haven’t read the previous posts in this series, be forewarned that this week’s post might be a little hard to follow, as it assumes you have all of the context from the series to-date. Still, I encourage you to dive in, and I’ll do my best to connect all of the dots for […]

In the previous posts in this series, I’ve explained why you should consider clinical sites as your “customers,” and what customer experience (CX) methodology is and how it’s used. In this post, I’ll explain how the methodology applies to clinical sites and how the insights it provides can help improve site relationships. With the notion […]

How often do you visit your doctor? If you’re like most Americans, those visits do not happen very often. According to a Commonwealth Fund study the average American visits the doctor only four times a year and that number is decreasing. Compare that with other countries (Japan’s average is 13 times per year, while Germany’s […]

Digital transformations, no matter how well planned, develop gaps or fail to cover existing ones. This is natural: companies constantly battle systemic complexities acquired across organizational silos over many years. Introducing a transformation amid all this can be daunting. “Journey mapping” drives insight by simultaneously looking down into each organizational silo and seeing across to where […]

We thought it might be helpful for you if we pulled together all of Perficient’s resources to-date related to digital transformation. Happy discovering! Digital Transformation “Boot Camp” Digital Transformation: Part One: Laying the Groundwork for Success Digital Transformation: Part Two: How the Customer Experience Drives Digital Transformation Digital Transformation: Part Three: Building a Mobile Foundation […]

Amplify 2015 is IBM’s conference for Digital Marketing and Commerce. This is a big year for IBM as they look to take advantage of their cloud capabilities and bring together all of the systems they have purchased over the last few years. Alex Banayan kicked off the opening session talking about how life has changed […]