So how do you improve a service that is already highly valued by its users? Well, first of all, you have to listen to them to figure out what you can do. So we started off with in-depth interviews with people who dealt with a medical emergency while abroad in the last six months. The insights were transformed into a customer journey map, including the most important pains, gains and activities.
The main problem voiced by patients was that they were experiencing communication overload due to the sheer amount of phone calls with different parties. Furthermore, a lack of transparency and overview caused patients to feel insecure. The vast majority of patients never needed medical help abroad before and therefore didn’t know what to expect. Eurocross does a good job in offering them reassurance in the first place. However, since communication takes place over the phone it’s easy for patients to lose track of the process. Understandably, this leads to insecurity, confusion and ultimately even more phone calls.
These key insights were the starting point of the design of a digital patient portal aimed at supporting the service provided by Eurocross.