Case Study

Improving the patient experience and person health with digital solutions

Challenge

Digitalization of health care practices requires a simultaneous understanding of public comfort levels with digital solutions, perceived value, and awareness of the specific nuances associated with the application of technology in the patient-provider-system relationship.

Solution

Research would support the informed design of IT solutions to modernize key aspects health care delivery and of the patient experience. The Strategic Counsel conducted a robust qualitative research program within key segments. We uncovered how specific segments of the population, low-high digital literacy, younger-older patients, and newcomers use digital solutions. We learned how best to meet their needs and solve their problems both within and outside a health experience.

This led to a deep understanding of the Quick Wins – for what tasks would adoption face the least amount of barriers due to existing comfort levels/current behaviour patterns? Contextual Notes were exposed on the expectations and limitations of a digital solution. Where it is a complement to, rather than a replacement for a process or task? How does the task/topic impact the design of the tool from a content and functional point of view? And finally, we established No-Go-Zones. In what instances would a digital solution create rather than solve a problem?

Outcome

With research in hand, we were able to clearly lay out the landscape in terms of opportunities, challenges, and issues about primary care delivery from the standpoint of providers. Our experience in the sector enabled us to decode ‘technical’ conversation into meaningful themes that the client could reference as they deliberated the vision.