#designing-better-digital-and-multichannel-experiences

#customer-experience-design

BRIEF

Historically improvement projects had been ad hoc and reactive so the Royal Free Charity wanted to conduct an analysisinto how to improve patient experience.

APPROACH

We used a customer-centred innovation technique identifying more than 400 unmet patient needs and ranked 50 improvements for the Charity to fund in the short, medium and long term.

Our recommendations enabled the Charity to pro-actively identify investment areas that will deliver value to patients.

OUTCOME

Our recommendations enabled the Charity to pro-actively identify investment areas that will deliver value to patients.

CLIENT RESPONSE

“They have a strong understanding of the healthcare sector and a powerful method for uncovering patient needs which drove improvements in the patient experience.”

– Chris Burghes, Chief Executive