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Wednesday, September 29, 2010
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9:30 am -
12:00 pm
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This interactive workshop will be divided in three sections:
Building a foundation
- An introduction describing the nuanced expectations that patients/members carry over from their consumer lifestyle experiences
into their health care experiences (brand experience, service,
empowerment, facilitation and choice)
- A description of a customer journey roadmap that describes the critical touchpoints that define a rewarding health care experience (consideration, acquisition, use and management)
Diagnosis
- Attendees will be asked to overlay one of their existing programs onto the customer journey roadmap and, through a facilitated
analysis, identify three areas of opportunity for innovation
- Case studies of products and services (in and out of health care)
will be presented to inspire ideas for designing new health
care experiences
Experimentation
- Attendees will be led through a collaborative brainstorm exercise, and then a hands-on prototyping session to define experiments
they can deploy in evolving their offerings
- The session will close with an active feedback session between
attendees, as a chance to refine concepts
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Stacey Chang
Strategic Lead, Consumer Health and Medical Products Domains, Global Health and Wellness Practice
IDEO
 View Biography
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