Philips Health Systems
Customer-Centric Methodology for Transformative CX Improvements
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Challenge: Mapping the Complex Healthcare CX Landscape
Our goal in this project was to transform the customer experience (CX) for healthcare professionals and patients using a customer-centric approach. We recognized that the healthcare CX extends far beyond individual touchpoints, involving intricate layers of interaction and service across multiple levels and markets. To address this, we needed to understand and map these complexities in a way that could yield meaningful, actionable insights.
Approach: Developing a Total Experience Methodology
Working as part of the CX by Design program, our team developed a unique methodology to reveal unheard customer needs and provide scalable recommendations for impactful change. Through extensive interviews, surveys, and data analysis, we mapped the interconnected roles and touchpoints shaping the healthcare customer journey. Our approach embraced a total experience model, integrating CX with user, employee, and service experiences to ensure a fully aligned, comprehensive improvement.
Solution: A Framework for Scalable, Tangible Improvements
As project co-lead, I guided a dedicated team focused on uncovering key issues and opportunities in Philips' CX framework. Our efforts produced a framework of clear, scalable recommendations aimed at tangible CX enhancements. Additionally, I continue to lead two other project teams within the broader CX program, each dedicated to tackling unique challenges in the customer journey.
Impact: Meaningful and Measurable Improvements
Through our holistic, customer-centered methodology, we are setting a new standard for customer experience in healthcare. By delivering solutions that support healthcare providers and patients, our approach aims to achieve measurable improvements in CX, promoting positive outcomes and lasting change across all levels of healthcare service.
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