HealthCare Consumer Excellence Model

The starting point is to decide on the strategy for service offerings related to the product.

• Guides decisions on core product and related services
• Ensures alignment with consumer needs and optimal support
• Integral for long-term business viability and growth

Enhance business agility by mapping the commercial processes, realizing the following benefits:

• Ensure alignment across diverse business areas and markets.
• Foster effective dialogue among stakeholders in both business and IT.
• Support scalability of developed service solutions through simplified and harmonized processes

Knowing the healthcare consumer journey, is knowing where a dedicated service can make a difference.

In each of the 8 stages of that journey you need to identify the:

• Actions
• Touch points
• Challenges (pain points and concerns)
• Health-driven life targets

Service design for value-based care should

• Ensure a unified and consistent consumer experience to generate loyalty and brand identity
• Consider a holistic approach across digital and physical touchpoints for a cohesive service
• Be creative and flexible solutions to meet evolving consumer needs and market dynamics

Develop a consumer-centric data model to:

• Collect first-party data
• Implement the relevant services outlined in the strategy
• Evaluate the outcomes of the value-based services provided
• Utilize the data for gathering real-world evidence

Organizational alignment across business and IT is key to success when executing on a strategic initiative involving digital deliverables:

• What is being communicated?
• Is the vision behind the strategy clear to all?
• Has the roles and responsibilities been defined?
• Are priorities aligned?
• Has success criteria been defined …. and aligned?