We redesigned the blood-testing patient journey, from arrival and queuing to testing and payment.
The challenge
New technology and patient needs push healthcare companies to rethink their models. We explored how services could be built into the business alongside products.
Our approach
We mapped the full patient journey and showed how value-added services can improve health outcomes and create a competitive edge.
The result
Insights for a ‘Beyond the Pill’ study and a framework of humanisation, standardisation, messaging and automation.
20key opportunities uncovered
Brand-wide figures reflect the client’s overall performance, not this project alone.
