EDUCATING PROVIDERS ON THE PATIENT CARE CONTINUUM

I identified an opportunity in the B2B customer journey during the implementation stage to provide educational resources to healthcare professional managers and their staff. This would help ensure that the product is implemented thoroughly, properly, and efficiently. I designed the initiative as well as all the included marketing and informational assets.

Implementation Toolkit

ROLE

SOFTWARE

Graphic Designer

Adobe Illustrator Adobe Photoshop

28%

saw improvements in their patient discharge process

40%

customers impacted

58%

saw improvement in their implementation process

RESEARCH AND DEVELOPMENT

I researched current pain points in the customer journey process using an empathy map. I interviewed sales representatives who spoke directly with our healthcare clients to gain an empathic understanding of their thoughts and feelings when using the products with patients.

Some insights I gained from this process included:

There is a period of time, for about three months, from when a client completes their purchase to when they receive their product.
When clients do receive their product, they have forgotten important details about the product, such as how/when/why to use it.
Upon receiving the product, clients are unable to communicate key details of the product to their teams and their patients. This can lead to clients not using the product, or using it incorrectly.
If clients resort to using the product incorrectly, they are unable to receive the benefits the product offers.

SOLUTIONS FOR NURSE LEADERS

Nurse Leaders are responsible for overseeing the implementation process and delegating tasks to specific staff, and are given specific paperwork to help facilitate the implementation process.

What nurse leaders receive: