Human Centered Design Principles Create a Unified Patient Experience

Solution

This was a project that involved multiple Concentrix services, including our experience in patient experience transformation and experience design, content strategy, implementation, API-led integration, and digital marketing.

At its heart was an exhaustive service blueprint that identified the platforms, processes, and data at play across the client’s patient journeys. Mapping the elements to the journey allowed us to visualize the mechanics of patient experience delivery and operations, while tracing the critical connection points across the journey demonstrated how and where we could bring the elements together using human centered design principles.

The blueprint also provided a way to connect the client’s organization across silos that were impeding its digital transformation initiatives, allowing us to engage and align them in a common purpose. Along with the blueprint, we instituted a robust governance process through a 135-point intensive framework for analyzing the client’s digital marketing capabilities and aligning a common technology strategy.

Based on the blueprint and the governance process, we applied human centered design principles to develop a website portal that rationalized the client’s digital properties and brought them all under a simple brand. Designers were brought into the process early, serving as facilitators of inter-departmental collaboration during the problem definition stage, leading workshops, interviews, surveys, and more. This empowered them across functions, providing a firsthand understanding of the challenges and opportunities that they could then more quickly translate into the framework.

Beyond just creating a website, the blueprint provided for a full digital transformation, built on understanding the impact of change on both patients and the business and supporting an environment of continuous improvement.

Following successful implementation, we were asked to build on the newly streamlined content management system by reimagining, modernizing, and automating the patient intake experience. Our API-led integration strategy connected data from multiple electronic health records systems and third-party data sources, providing patients with personalized digital forms that prompted questions based on their history.