Sign up to receive Rapport
Rapport is our e-newsletter and online resource for sharing our expertise and experience in global healthcare market research.
The challenge
Our client was launching a novel device and needed to understand the potential drivers and barriers to practice integration. The client requested a detailed journey map, identifying areas of challenge or gaps from different clinical, as well as administrative and purchasing perspectives.
The challenge
Our client was launching a novel device and needed to understand the potential drivers and barriers to practice integration. The client requested a detailed journey map, identifying areas of challenge or gaps from different clinical, as well as administrative and purchasing perspectives.
Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata sanctus est Lorem ipsum dolor sit amet. Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat.
The solution
We conducted in-office ethnographies. The practice owner physician, nurse and office/support staff participated from each office in an hour-long meeting.
The outputs
We uncovered key moments of truth - points in the experience which have particularly high impact on forming attitudes and driving behaviors.
We identified the pain points - points in the experience where customer normative expectations (what ought to be) are not met by predictive expectations (what will be).
We also presented the client with a proposition to improve customer experience and identified points in the experience where performance, relative to alternatives, is recognized.
Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata sanctus est Lorem ipsum dolor sit amet. Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat.