Designing a global digital patient services platform

Within our customer experience capability at Blue Latitude Health (BLH), our user experience researchers and designers are tasked with the understanding customer and client needs, to drive innovation and to solve real problems.

Recently, a client required a centralized system to drive the development and deployment of data-driven patient services. They wanted the design and build of the patient services to be centralized and accessible by local markets for localization.
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Digital therapeutics and their impact on society

Head of Customer Experience Elisa del Galdo explores how healthcare technology can help chronic disease patients and asks what makes a good digital therapeutic?

In the 20th century, research, technology, and new novel treatments have enabled us to increase the average lifespan by 25 years, but our healthspan has not increased accordingly. We live longer, but not necessarily better – unfortunately, our quality of life has not improved throughout these added years. This is in part due to the explosive, bordering on unmanageable, increase in chronic diseases, such as cardiovascular disease, diabetes, Alzheimer’s disease, obesity, and asthma.
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Why aren’t doctors using digital therapeutics?

The digital therapeutics market is set to reach almost $1 billion by 2026 as wearables and apps continue to play an important role in enhancing healthcare. However, the adoption of these tools by healthcare professionals is comparatively low. Senior User Experience Consultant Stewart Anderson explains why.

In the digital age, the technology exists to better capture, analyze and share healthcare data to drive better patient outcomes, to improve their quality of life and ultimately to analyze aggregated, anonymized data to enhance our understanding of the disease and population-level outcomes.
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Rethinking electronic medical records

Imagine a world where medical records are never lost, doctors and hospitals are more efficient, and no matter where you are, your physician can access your notes at the click of a button. That’s the attractive promise of the electronic medical record (EMR).

Hospitals across the western world are buying into EMR systems. The prestigious Great Ormond Street Hospital in London has just embarked on a £50 million project to digitalise its paper records. Walk through the hospital corridors and you will spot banners with slogans such as ‘Future Proof’ and ‘We can do this,’ designed to assure doctors of the benefits of the new technology.
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Is your business really customer-centric? Delivering Exceptional Customer Experiences

Customers have an abundance of choice and businesses need to find a way to differentiate themselves from the crowd. Customer experience is quickly becoming those defining criteria.

Is your business really customer-centric? Delivering Exceptional Customer Experiences
Is your business customer-centric? Delivering Exceptional Customer Experiences

While price and quality play a significant role in purchasing decisions, it is by no means the only consideration.

  • 65% of UK buyers say that customer experience helps them decide between buying options.
  • 54% of U.S. consumers say customer experience at most companies needs improvement.

Increasingly, customers are looking for highly-personalized service and products that are delivered in the exact form, and at the exact moment, they require it. Businesses that can anticipate these needs are often the ones that rise to the top. Most often, it is not the cheapest, but the most responsive companies, that win.

But what matters most to customers when it comes to customer experience? And how can you use technology to meet their expectations?

This article explores the key customer experience elements you need to address to become a truly customer-centric business and win more customers.
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