JOURNEY MAPPING & DESIGN

Our Approach

Our approach entails a comprehensive strategy focused on customer persona development, data-driven analysis, and the formulation of a patient education strategy. Additionally, we implement dynamic plan selection and comparison tools, streamline prescription management, and create a renewal moment map. Through these initiatives, we aim to enhance the overall customer experience, providing personalized, informed, and efficient healthcare solutions.
blue magenta and purple push pins in a map
  • Customer Persona Development
  • Data-Driven Analysis
  • Patient Education Strategy
  • Dynamic Plan Selection & Comparison Tool
  • Prescription Management Streamlining
  • Renewal Moment Map

The Outcomes

Enhanced Customer Satisfaction
Increase in customer satisfaction scores related to the Medicare journey.
Increased Plan Conversions
The dynamic plan selection tool resulted in increase in Medicare plan enrollments.
Optimized Prescription Management
Increase in online prescription management, reducing in-person pharmacy visits.
Reduced Customer Churn
Improved content and support in the Patient Education phase led to a reduction in customer drop-offs.​