Please login to the form below

Beyond the patient journey: Designing for behaviour change

In 2016, it’s time to update our model for the customer journey. Customer Experience Consultant Anna Tamasi talks us through the future of journey mapping.
Journey mapping is the process of taking the insights from customer research and creating a visual representation from that data. It allows you to see how your customers interact with various touchpoints through different channels in their information or treatment journeys. More importantly, it highlights where the customers’ experiences don’t match up with their expectation, and therefore, the journey also highlights opportunities for improvement.

In healthcare, customer journey maps can be very complex due to the fact that healthcare systems are often convoluted and extensive. This creates a web of interconnected touchpoints and interdependent stakeholders that is too cluttered and difficult to use. It can also miss the mark in terms of developing solutions that drive a change in behaviour when new touchpoints and services are proposed.

In 2016, it’s time to update our model for the customer journey. Customer Experience Consultant Anna Tamasi talks us through the future of journey mapping.

Journey maps show us the full picture around customer behaviour

In order to develop a strategy for behaviour change, it’s critical to have a full understanding of the thoughts and emotions of the customer (who might be a patient, payer, or healthcare professional) at each point of the journey. By understanding their current pain points and triggers, the journey map should guide us on how to move customers to the desired behaviour. It should also bring customer needs into alignment with the client’s business objectives, offering a vision for an optimised design solution.




Download the full article from Blue Latitude Health

1st March 2016

Share

Tags

Company Details

Blue Latitude Health

+44 203 328 1840

Contact Website

Address:
Blue Latitude Health (UK)
140 Aldersgate Street
London
EC1A 4HY
United Kingdom

Latest content on this profile

In the precision medicine era, the line between products and services is blurred
Precision and personalised medicines are more than products, they are services in their own right. So, how should pharma approach this uncharted territory to ensure targeted therapies work for patients?
Blue Latitude Health
Understanding COVID-19 and varying responses across the globe
At the beginning of the COVID-19 Pandemic, Senior Account Executive Lauren Fernandes took a course at the London School of Hygiene and Tropical Medicine to better understand how the global response to the virus and to ensure we were best positioned to serve our clients during this challenging time. She shares the key learnings and why understanding the epidemiology of the disease is integral for fighting it.
Blue Latitude Health
Top 5 tips for a multi-indication product launch
Senior Associate Consultant Sana Rahim and Senior Consultant Victoria Clark explain the lessons the team has learned from launching six different indications of an oncology product in an accelerated timeframe.
Blue Latitude Health
If our patients are diverse, why are clinical trials so white?
Despite facing worse health outcomes, minority populations are often left out of clinical trials and miss the opportunity to participate in life-saving research. Associate Consultant Ling Song explores this issue and calls for the pharmaceutical industry to change its approach.
Blue Latitude Health
Engaging physicians during COVID-19
COVID-19 has drastically changed the lives of healthcare professionals. They are emotionally and physically drained and under huge amounts of pressure. They also need pharma’s help. Senior Consultant Pany Koizi outlines five principles for engaging with physicians during the pandemic.
Blue Latitude Health
Fishawack Health adds market access and commercial strategy consultancy Skysis as part of its bold growth plans
Fishawack Health, the global healthcare communications agency, announces the acquisition of Skysis, a boutique consulting firm providing integrated market access and commercial strategy solutions based in the US.
Blue Latitude Health