Providing healthcare transparency services that offer consistent experiences at every touch point, anytime, anywhere could be key to meeting the expectations of highly-digital health consumers—who are much more informed and discerning than less digital consumers about sources of information when it comes to medical decision-making.
Design-led thinking, which takes a consumer-need perspective and seeks to match it with what is technologically feasible when creating a consumer experience strategy, could help healthcare organizations develop transparent, end-to-end customer journeys that better meet the evolving needs of the digital health consumer and win their trust.
Nearly every health consumer today is a digital health consumer, yet they move at different speeds and have different needs.
Highly-digital health consumers use online channels, mobile devices and social media significantly more than their less digital counterparts and often search across multiple touchpoints when seeking medical information.
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