Service Blueprint

Understanding the customer’s digital healthcare journey

Problem

How can Zava Healthcare optimise the customer’s experience across the whole customer journey? How can the organisation improve processes and ways of working, so that customers receive a great healthcare service? Where do we focus our attention? What’s a priority? How do we assess effort and return on investment?

Team Approach

Service Blueprint, Using a Service Blueprint we began to map out the customer’s journey, all that is visible to the customer and all the behind the scene processes that occur to support the service customer’s receive.

Collaboration, We met with various teams within the business, product teams responsible for various parts of the customer’s digital journey as well as doctors, our pharmacy team and business support teams such as customer support.

Co-creation, A lot of meetings and discussions later we had co-created a map of the entire healthcare service. Along the way we highlighted areas where the service could be improved, known issues within the service and a list of things customers often complained about.

Outcome

• An understanding of the entire digital healthcare service and how the business currently supported that service.

• An understanding of known issues and areas for improvement. The known issues were graded from low impact to customers to more severe problems.

• A prioritised list of areas for improving the service based on effort and the potential benefit to customers.

• A map of the service which was a point of discussion for the whole business, it was a conversation generator.

• A great way to introduce the business to new starters.

• A roadmap for making key improvements which benefited our customers and the healthcare experience they received.