Quantifying the impact of Experience When Customer Satisfaction is Measured in “Lives Saved”

Challenge

Failure to comply with post-discharge instructions undermines efficacy of drug therapy for a chronic condition

Approach

• Charting the patient journey, we truly understood customer behaviors & interactions with a product across channels & touch points
• Experience modelling allowed us to reveal the areas of greatest opportunity to impact patients’ behaviors

By modeling experience, we understood how to go beyond acute treatment to enable patients for long-term success…

Outcomes

• First Hospital-Enrolled, Manufacturer-Sponsored Transitional Care Program enhances value beyond a procedure to encourage adaptive patient behavior
• Sustained Behavioral Modification increases product efficacy
• Unexpected Experience – product-complementary services enable self-care that was a struggle in the past

The voice of customer, co-creation & delivery coordination allowed us to optimize the proposed solution through learning