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PM360, USA: President and CIO of Cadient, a Cognizant Company, Outlines Practical Tips for Transforming the Digital Patient Experience

“Transformation signifies change—in form, structure, or appearance—but it doesn’t impart the how or why,” writes Will Reese. “In considering the digital patient experience across the entire journey from diagnosis, to treatment to recovery, most everyone agrees that there needs to be a dramatic change.” Excerpts:

“A lot of focus in the healthcare industry surrounds the word “transformation.” But transformation alone does not mean progress.

To deliver improved capabilities that actually increase levels of care and engagement, pharmaceutical and healthcare organizations should focus on the following tips to design and engineer the best digital solutions possible.

1. Talk Directly to a Patient: Take an hour and have a real conversation with a patient to understand their current experiences.

2. Adopt Three Key Partners: When working to improve the overall patient experience, there are three key partners that organizations must employ: Why, What if, and How.

3. Fix the Little Things: Quite often, the digital patient experience breaks down on a micro level.

4. Stop Something: Often times, organizations perpetuate elements of the patient experience because they already exist, or because other brands have them in place.

5. Put Mobile in its Place:  When designing mobile tools, start with context first and choose the right vehicles, content, and partners accordingly.

By focusing on these five uncommon, yet practical tips, healthcare organizations will be able to reinvent the patient experience, resulting in positive changes in patient behavior and outcomes overall. This is transformation that will drive true progress for brands and patients alike.”

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