Creating a customer centric patient journey

Meliva is one of the leading healthcare providers with extensive experience in delivering high-quality medical services. From specialist doctors and dental care to occupational health, Meliva offers a comprehensive range of treatments. Its strength lies in a nationwide network of clinics that deliver high-quality healthcare in line with modern medical standards, serving both private individuals and business clients.

Problem

Meliva was formed through the merger of two distinct medical companies, Unimed and Qvalitas. Naturally, the company’s cultures didn’t blend overnight, and there were differences in both information systems and work processes from the start. This led to a lot of manual work, inefficiency, and confusion, which started to slow down the company’s growth and affect the overall patient experience.

Solution

Our goal was to create a unified and realistic patient experience vision that meets both the company’s goals and customer expectations. 

• We started by hosting a workshop with the Meliva team to map out initial patient profiles.
• Next, we interviewed patients to identify the key personas that provide the most value to Meliva, highlighting their primary pain points along the way.
• After identifying the current state, we developed a future vision for the patient experience and designed a customer journey that focused on core services to help Meliva deliver the best service efficiently.
• The solution also included proposals for service digitalization and automation.

Results

• A clear, shared vision within the company of what the future patient experience for Meliva’s clients should look like and how to achieve it.
• A unified, well-defined patient journey covering three core services.
• A structured overview of development needs and impact analysis, resulting in a prioritized backlog of key focus areas.

Numbers

• 1 workshop with key stakeholders
• 20 patient interviews to map out the needs
• 1 comprehensive customer journey
• 42 backlog topics