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End-to-End Journeys Unite Product and Service Journeys
Project
Bundling Product Journeys into End-to-End Journeys
Date
February 2019
Imagine the worst - you discover a lump somewhere on your body. You go to the doctor and they say you need to get a test. The test comes back positive for bad things. You have to go to the specialist. They need to schedule a surgery. You have to go to surgery. Then you have to figure out what your insurance did with the hospital, and pay the remainder of your surgical bill.
None of the departments know each other. None of them use the same back end software. None of them use the same contact centers. How do you unite the experience of healthcare? By creating great CX/UX moments at the sub-stage hand-off. When it was my role to unite all these pieces for a $4 billion healthcare system, I had to make a stock full end-to-end journey prompt deck -- for both the persona and the journey - so I could work with the specialists across the patient's full end-to-end experience. This is the template, as well as the total touchpoints, and the quick survey of 100+ customers about what information mattered most when converting.
