While it might seem straightforward, achieving a healthcare system that is fully integrated across both physical and digital aspects has not yet been accomplished. We took the lead in assisting Doktor.se to fulfill its mission of delivering an exceptional digi-physical care experience for patients.
Client: Doktor.se
We worked with: Service innovation
How do patients seek healthcare and why? What is easy and what is difficult today, and what will they need moving forward? We began by mapping the current situation through extensive research. After numerous in-depth interviews with patients, conducting guerrilla interviews, observations at healthcare centers, and expert interviews, we gained insights into the patients’ needs, motivations, and barriers.
To truly achieve cohesive digi-physical care, technology development and healthcare must work in tandem. A prerequisite for this is having a shared understanding of what the patient experience and needs look like – in both digital and physical healthcare.
Antrop helped us develop customer journeys and gain an overview of the current situation for our patients. With these customer journeys, we now have a good tool that creates consensus in the organization and helps us prioritize future business development. We are very satisfied.
Erik Sandström, CPO at Doktor.se
With the customer journeys in place, it was time for the next step. We gathered a diverse team of key personell from both the healthcare and product/design sectors at Doktor.se for a workshop focused on impact. Based on the customer journeys, we assessed the impact of each step on the patient experience and the business. This provided a comprehensive index of which areas needed to be prioritized moving forward.
Ensuring the continuity of the customer-driven approach beyond the establishment of customer journeys and insights was crucial. As a result, our team at Antrop consistently collaborated closely with the design team at Doktor.se. This collaboration allows the insights to be integrated seamlessly into Doktor.se’s ongoing business development, propelling us toward our objective of delivering outstanding digi-physical care.
