Post by account_disabled on Mar 2, 2024 0:39:52 GMT -6
We live in a world where, as active consumers , we shop online from our smartphone and wait for it to be delivered directly to our home, we consult TripAdvisor to find the best restaurant recommended by users when we don't know where to go and we book a taxi or an Uber on the fly by paying via the app. Behaviors made possible by a digital transformation that has changed and is continuously changing the relationship between companies and end users . It is no coincidence that today there are tools available aimed at tracking user behavior and preferences along the customer journey , offering a completely personalized experience ( for further information, see the article How Big Data and personalization revolutionize the customer experience ). Digital_Strategy_Positioning The same goes for patients. The latter, in fact, thanks to the flexibility guaranteed by new technologies, require increasingly personalized, accessible and convenient services . To connect with patients at the right time and in the right way, therefore, it is important to know the digital path they follow, defined as Digital Patient Journey : an application of the Customer Experience Journey in the healthcare sector and with a specific focus on patient behavior (for for further information on the customer experience journey map.
three important touchpoints. Search : 86% of users search for information before booking an appointment and this search process is driven more by online sources such as search engines (88%) , treatment center sites (76%) and health information sites (62%) , as opposed to offline consisting of TV (36%) , newspapers (23%) , magazines (21%) and recommendations from friends, relatives, colleagues (34%) or doctors (53%) . Use of mobile : potential patients use mobile as a research tool to discover new healthcare facilities (22%) and compare the costs of the services offered by the facilities (14%) or as a tool for consulting sites to read reviews (49 %) and compare Australia WhatsApp Number Data the characteristics, comfort and additional services of the structures (32%) . Online videos: approximately a quarter of the users interviewed consult videos on YouTube (45%) , on health information sites (44%) , on health center sites (36%) , on sites that offer information on health insurance ( 32%) and on specific insurance company websites (17%) . Users prefer videos in which patient testimonials are reported (43%) or reviews given directly by healthcare professionals (53%) to better understand the effectiveness of treatments (46%) and obtain general information (44%) . In April 2017 at the PMRG Connect event in Orlando (USA), Zhu and Salokar.
however, presented a new patient journey model, called Patient Journey Evolution , which takes into consideration a new intermediate phase called self-research or self- management : the patient carries out research independently on the basis of the perceived symptoms with the intention of recovering as much information as possible on the possible causes, often arriving at a hypothetical diagnosis. If before, however, the focus of the process was placed exclusively on the phases and different touchpoints present, Zhu and Salokar 's study takes a step forward, also focusing on the needs , emotions and behaviors of patients . Therefore, on the basis of the analyzes started by Google in its 2012 study and continued by Zhu and Salokar in recent years, in line with the developments that have affected the healthcare sector, one cannot fail to consider the digital path that the patient takes to choose the place of treatment. It's important to learn how to map it! As? Applying the customer experience journey map methodology also for patients! Within this path, in fact, the patient becomes an active partner, taking control of his own health and establishing a two-way relationship with the doctor and all the actors in the healthcare chain involved. What to expect in the future? Meanwhile, here are the 2019 Digital Trends for you !
three important touchpoints. Search : 86% of users search for information before booking an appointment and this search process is driven more by online sources such as search engines (88%) , treatment center sites (76%) and health information sites (62%) , as opposed to offline consisting of TV (36%) , newspapers (23%) , magazines (21%) and recommendations from friends, relatives, colleagues (34%) or doctors (53%) . Use of mobile : potential patients use mobile as a research tool to discover new healthcare facilities (22%) and compare the costs of the services offered by the facilities (14%) or as a tool for consulting sites to read reviews (49 %) and compare Australia WhatsApp Number Data the characteristics, comfort and additional services of the structures (32%) . Online videos: approximately a quarter of the users interviewed consult videos on YouTube (45%) , on health information sites (44%) , on health center sites (36%) , on sites that offer information on health insurance ( 32%) and on specific insurance company websites (17%) . Users prefer videos in which patient testimonials are reported (43%) or reviews given directly by healthcare professionals (53%) to better understand the effectiveness of treatments (46%) and obtain general information (44%) . In April 2017 at the PMRG Connect event in Orlando (USA), Zhu and Salokar.
however, presented a new patient journey model, called Patient Journey Evolution , which takes into consideration a new intermediate phase called self-research or self- management : the patient carries out research independently on the basis of the perceived symptoms with the intention of recovering as much information as possible on the possible causes, often arriving at a hypothetical diagnosis. If before, however, the focus of the process was placed exclusively on the phases and different touchpoints present, Zhu and Salokar 's study takes a step forward, also focusing on the needs , emotions and behaviors of patients . Therefore, on the basis of the analyzes started by Google in its 2012 study and continued by Zhu and Salokar in recent years, in line with the developments that have affected the healthcare sector, one cannot fail to consider the digital path that the patient takes to choose the place of treatment. It's important to learn how to map it! As? Applying the customer experience journey map methodology also for patients! Within this path, in fact, the patient becomes an active partner, taking control of his own health and establishing a two-way relationship with the doctor and all the actors in the healthcare chain involved. What to expect in the future? Meanwhile, here are the 2019 Digital Trends for you !