Healthcare Design - May 2018 - 43

IN FO C U S
S T R A T E G I C A P P R O A C H E S to D E S I G N C H A L L E N G E S

patient-or customer -
experiences has become a top strategic priority for many healthcare institutions and
service-based organizations that operate in
a vast sea of sameness.
While this need is broadly recognized with
plenty of nodding heads in senior leadership meetings, it's also true that securing
necessary resources to achieve it is often an
uphill battle. It's quite common to run into
savvy, results-minded leaders such as chief
financial officers, facilities managers, or
chief clinicians who challenge the financial
soundness of investing in experience design.
Such concerns are important. After all,
the customer experience is just one of many
competing business priorities. Every dollar
invested in improving the current customer experience is a dollar taken away from
other important areas, such as adding new
technologies in clinical treatment or funding for research. It's hard to argue against
this reality.
Today, healthcare systems evaluate customer insights using data sources such as patient satisfaction scores, market surveys on
brand awareness, and complaints or compliments filed with a patient relations department. While these methods are certainly
useful for identifying where to focus, they
don't truly indicate (1) how experience is impacting business or (2) how to generate holistic solutions that will improve experience.
Without results tied to tangible business
goals, the investment needed to enhance
the customer experience will inevitably
make its way down the priority list. But
evidence shows that, when properly implemented, a differentiated customer experience can have a tremendous pay-off and
also mitigate business risks.

DESIGNING UNIQUE

S T R AT E G Y

DAVID SENIOR

THE CASE FOR EXPERIENCE  
Investing in patient satisfaction can drive brand loyalty, mitigate
risks, and give an organization a competitive edge By Roberto
Seif and Joel Worthington

M A R K E T D I F F E R E N T I AT I O N

A multi-industry customer experience study
by Watermark Consulting in 2015 measured
the eight-year performance of companies
included in the Forrester's Customer Experience Index, an
annual benchmark of customer
experience quality. Even con-

MAY 2018

43



Table of Contents for the Digital Edition of Healthcare Design - May 2018

Healthcare Design - May 2018
Contents
Editorial
Show Talk
Photo Tour
Just What the Doctor Ordered
Hcd City Scene Photogallery
Research Brief
Bold Moves
Response Time
Strategy the Case for Experience
Product Spotlight Furniture and Casegoods
The Center
Product Innovation Awards
Face Time
Healthcare Design - May 2018 - Healthcare Design - May 2018
Healthcare Design - May 2018 - Cover2
Healthcare Design - May 2018 - 1
Healthcare Design - May 2018 - 2
Healthcare Design - May 2018 - Contents
Healthcare Design - May 2018 - 4
Healthcare Design - May 2018 - 5
Healthcare Design - May 2018 - 6
Healthcare Design - May 2018 - 7
Healthcare Design - May 2018 - 8
Healthcare Design - May 2018 - 9
Healthcare Design - May 2018 - 10
Healthcare Design - May 2018 - Editorial
Healthcare Design - May 2018 - Show Talk
Healthcare Design - May 2018 - 13
Healthcare Design - May 2018 - Photo Tour
Healthcare Design - May 2018 - 15
Healthcare Design - May 2018 - 16
Healthcare Design - May 2018 - 17
Healthcare Design - May 2018 - 18
Healthcare Design - May 2018 - Just What the Doctor Ordered
Healthcare Design - May 2018 - 20
Healthcare Design - May 2018 - 21
Healthcare Design - May 2018 - Hcd City Scene Photogallery
Healthcare Design - May 2018 - 23
Healthcare Design - May 2018 - 24
Healthcare Design - May 2018 - 25
Healthcare Design - May 2018 - Research Brief
Healthcare Design - May 2018 - 27
Healthcare Design - May 2018 - Bold Moves
Healthcare Design - May 2018 - 29
Healthcare Design - May 2018 - 30
Healthcare Design - May 2018 - 31
Healthcare Design - May 2018 - 32
Healthcare Design - May 2018 - 33
Healthcare Design - May 2018 - Response Time
Healthcare Design - May 2018 - 35
Healthcare Design - May 2018 - 36
Healthcare Design - May 2018 - 37
Healthcare Design - May 2018 - 38
Healthcare Design - May 2018 - 39
Healthcare Design - May 2018 - 40
Healthcare Design - May 2018 - 41
Healthcare Design - May 2018 - 42
Healthcare Design - May 2018 - Strategy the Case for Experience
Healthcare Design - May 2018 - 44
Healthcare Design - May 2018 - 45
Healthcare Design - May 2018 - 46
Healthcare Design - May 2018 - 47
Healthcare Design - May 2018 - 48
Healthcare Design - May 2018 - Product Spotlight Furniture and Casegoods
Healthcare Design - May 2018 - 50
Healthcare Design - May 2018 - 51
Healthcare Design - May 2018 - 52
Healthcare Design - May 2018 - The Center
Healthcare Design - May 2018 - 54
Healthcare Design - May 2018 - Product Innovation Awards
Healthcare Design - May 2018 - 56
Healthcare Design - May 2018 - 57
Healthcare Design - May 2018 - 58
Healthcare Design - May 2018 - 59
Healthcare Design - May 2018 - 60
Healthcare Design - May 2018 - 61
Healthcare Design - May 2018 - 62
Healthcare Design - May 2018 - 63
Healthcare Design - May 2018 - Face Time
Healthcare Design - May 2018 - Cover3
Healthcare Design - May 2018 - Cover4
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