Rebecca Lord

This webinar offers a quick introduction to a key tool for gap analysis: customer journey mapping. A journey map is a tool that puts those of us who work in healthcare into the customer’s, member’s, or patient’s shoes — and then keeps us there throughout the story of an experience and associated resource touchpoints. By telling

• Rebecca Lord
• Wednesday, February 10, 2016
• 0
• Innovation & EvaluationPopulation Health
• 0
• 3.4K

Journey mapping offers one of the best ways to gather Intel on your customers. Now that you know what Journey Mapping is and what it can reveal, we’re sure you’re wondering “How do we make sure we map it correctly? And when is the best time to do this? At what stage?” Based on our

• Rebecca Lord
• Friday, February 5, 2016
• 0
• Innovation & Evaluation
• 1
• 2.4K

In the last post, we talked about how Journey Mapping can save you from making false assumptions about your customers. And trust us. Every single client we’ve ever worked with has some assumptions that are surprisingly wrong. It’s not a crime. But it can be disastrous, depending on how wrong you are, how much money

• Rebecca Lord
• Monday, January 25, 2016
• 0
• Innovation & Evaluation
• 0
• 2.2K

In the movie Field of Dreams, Kevin Costner hears a voice that tells him, “If you build it, they will come.” Over and over, he hears this voice from out of nowhere until he eventually decides to plow down a good portion of his cornfield, throwing out much of the year’s harvest, and risking everything to

• Rebecca Lord
• Friday, January 22, 2016
• 0
• Innovation & Evaluation
• 0
• 2.3K