Designing future healthcare service solutions @Philips Global

Healthcare modality as a key product provided to customers, Philips value a lot in remaining high customer retention and satisfaction of this.

This project aims to maximize customer lifetime value and improve profitability through increasing customer retention and customer satisfaction.

Validate most important pain-points and priority areas with root causes

Future-state customer journey - Identify key touchpoints in each stage of customer journey to enable success

7 Design concepts delivered, including digital product design & service touchpoints

Action plan suggestions - Including short term wins and mid-long term plans

My role was: Service designer, Researcher, UX designer, Workshop facilitator & designer

This project starts as a strategic focus of whole BU, the deliverables and process help cross- functional team leaders understand customer's actual experience and. With tangible outcomes of journey, suggested actions to each departments, and future design concepts, the service design work shapes vision and design for next 10 years healthcare modality service package, which help boost customer lifetime value and profitability.

The design work and action plans have been taken into actions by cross-functional teams, including UX design, Marketing, Industrial Design, Account managers, Business Development, Technical departments, Client relationships.

If you've ever met a bottleneck in your service packages and hope to get a diagnose about problems, root causes that could potentially turn into opportunities, let's have a chat!

At the same time, wondering how your customers actually experience your product/service and how to improve their experience for higher revenues, hire me to get deeper into the journey and make clients stick to your service with a BIG smile!