The goal was to create a unified and realistic patient experience vision that meets both company goals and customer expectations. A workshop with the Meliva team was the starting point, mapping out initial patient profiles. That was followed by patient interviews to identify the key personas that provide the most value to Meliva and to surface their primary pain points.
Based on the findings, a future vision for the patient experience was developed and a customer journey was designed around three core services. The work also included proposals for service digitalization and automation.
The output was a clear, shared vision of what the future patient experience should look like and how to achieve it, a unified patient journey covering three core services, and a prioritized backlog of 42 development topics with impact analysis.
The output was a clear, shared vision of what the future patient experience should look like and how to achieve it, a unified patient journey covering three core services, and a prioritized backlog of 42 development topics with impact analysis.
Working with Eveli (Rethink) felt very secure. Our shared mindset on customer-centric attitudes and processes was so evident that many things didn't even need to be said 😊. The right values and attitudes were backed by strong technical expertise and extensive experience.Katrin Tamsar; Client Relations Manager