The Client Ask
The client lacked an adequate system to track and measure the impact of its program and services on birthing outcomes for their patients and overall customer experiences with their multitude of services and offerings. The client sought to understand which of their services had the most significant impacts on birthing outcomes, and how to improve CX within the services they offered.
The Business Solution
By reviewing the current academic literature on birthing outcomes related to the client's services and conducting interviews with key players in the industry I identified five measurable outcomes the client would utilize to track their impact. These outcomes were built into a customer facing survey that clients were to complete following birth. The survey assessed which services patients utilized, their experience with each service, and health data regarding the outcome of their birth. This data would be analyzed quarterly by the client to determine which services were related to the desired birthing outcomes (and thus which services to push funding towards) and how to improve these services based on patient feedback.
Team/Tools
- 1 Research Consultant
- Organizational Leadership
- Qualtrics
- Virtual Interviews