Designing future healthcare service solutions @Philips Global
Joey Huang
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Posted Mar 4, 2024
Wondering how to improve customer lifetime value and profitability by increasing your service touchpoints and customer journey, check out this project!
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Clients
Philips
New Experience/Service Solution to Drive Customer Lifetime Value for Key Clients
Context:
Healthcare modality as a key product provided to customers, Philips value a lot in remaining high customer retention and satisfaction of this.
How might we improve our retention rate and stay ahead of changing customer expectations?
This project aims to maximize customer lifetime value and improve profitability through increasing customer retention and customer satisfaction.
Key Deliverable:
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:
My role was: Service designer, Researcher, UX designer, Workshop facilitator & designer
This was a 3-people project.
Impact:
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.
Feeling inspired?
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!