Product-market fit
Developing a digital healthcare customer experience roadmap
Opportunity
A large Asian private healthcare provider sought regional growth through digital transformation. This required improving a frustrating customer experience and shifting from an organisation-centric to a patient-centric model.
Challenge
Poor engagement with an existing app exposed a wider problem: the organisation did not understand the patient-perceived healthcare journey. I connected that journey with digital and physical touchpoints, development capability, business-unit economics, operations and organisational development to determine what customers valued and where investment should be prioritised.
Outcome
A phased multi-year commercial roadmap towards an integrated multi-speciality organisation: addressing immediate product and service issues, validating valued features, integrating digital and physical touchpoints, and progressively scaling investment priorities.