"With the roadmap built by delaware, AZMM now has a phased plan to further improve patient satisfaction, taking into account digital innovations."
The vision distilled into a plan
Building on a solid reputation for innovation and excellence, AZ Maria Middelares is committed to putting the patient first, leveraging digital channels to evolve towards more personalized and preventive care. delaware defined a roadmap to distill that vision into a phased plan.
Internal alignment
We offer technology-independent advice, resulting in the selection of the best tool for the customer’s needs.
From the patient’s perspective
The roadmap took into account all the interactions with the hospital’s extended environment, from the first appointment to final invoicing.
Personalized approach
With the insights provided by delaware, AZMM can pursue its digital transformation towards more personalized care, thus providing patients with the information they need, when, where and how they prefer.
delaware used a methodology based on customer journeys and personas to generate insights on how to make the hospital more patient-centric, and leveraging digital channels to improve the communication.
Thanks to the roadmap defined by delaware, AZ Maria Middelares sees clearer now in its digital strategy. It can set the right priorities taking into account the real needs and aspirations of the patient/customer.
5 personas
The personas provided an ‘identikit picture’ of three types of patients (different ages and backgrounds), one family doctor and one visitor.
5 customer journeys
The patient journeys focused on specific case scenarios, among which making an appointment with a medical specialist at the hospital, planning a surgery intervention and being admitted in an emergency.
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