CASE STUDY

Healthcare Financial Journey Transformation

Healthcare

Customer Experience, Research, Prototyping

Opportunity

For this $26b health & services company, the current patient financial experience left a lot of room for improved patient engagement, caregiver empowerment, and operational efficiency. 81% of consumers were unsatisfied with their healthcare experience, and the happiest consumers are those who interact with the system the least.

Approach

Transforming the patient’s end-to-end financial experience by removing complexity and promoting engagement, transparency, and accessibility. The goal was to reduce costs, increase patient yield, and delight patients. Ultimately, the big aha moment was that patients want to engage with financial assistance on their own terms. This lead to a new best-in-class patient financial experience that puts people first, aligns to our brand promise, and delivers value to the organization.

Outcomes

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Opportunity

For this $26b health & services company, the current patient financial experience left a lot of room for improved patient engagement, caregiver empowerment, and operational efficiency. 81% of consumers were unsatisfied with their healthcare experience, and the happiest consumers are those who interact with the system the least.

Approach

Transforming the patient’s end-to-end financial experience by removing complexity and promoting engagement, transparency, and accessibility. The goal was to reduce costs, increase patient yield, and delight patients. Ultimately, the big aha moment was that patients want to engage with financial assistance on their own terms. This lead to a new best-in-class patient financial experience that puts people first, aligns to our brand promise, and delivers value to the organization.

Outcomes
  • Over 1200 respondents to a quantitative research study
  • 20 stakeholder interviews
  • E2E patient financial journey
  • 5 Priority personas
  • 24 Experience concepts

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