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Refining Design For Business: Using Analytics, Marketing, And Technology To Inform Customer-centricl


It may sound complex. But really, digital transformation is a process designed to combine, clarify and integrate processes, data and technology into an informative, actionable layer across the business.




Refining Design For Business: Using Analytics, Marketing, And Technology To Inform Customer-centricl



Creating a Digital Front Door for Health Care. Our client, a leading integrated health system, wanted to use technology to create a more seamless, customer-centric experience for patients. Using human-centered-design principles, we interviewed more than 100 individuals to understand their pain points in interacting with the broader US health care system. Among the problems: overly complex systems that made it difficult to get answers about care or to access billing information. These insights informed our design of a digital front door: an easy-to-navigate portal for the full health care journey. Significantly, the system can triage patients, providing a level of diagnosis that may negate the need for in-person care. Indeed, our client estimates that the digital product is responsible for 1,500 fewer hospitalizations each year.


As the coronavirus pandemic unfolded, one leading global engineering and technology services company found itself well positioned to meet unprecedented challenges. The firm had kicked off a digital transformation project the year before, including investing in a data and analytics program equipped with advanced tools. For example, it enhanced digital collaboration among engineers using next-generation design software, it automated resource allocation based on skill sets, and it offered business reporting on executive mobile devices.


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