Customer experience redesign across the patient journey
Mapping the end-to-end patient lifecycle, redesigning the highest-friction handoffs, and instrumenting experience metrics that finally moved together.
The situation
- Patient satisfaction scores varied by 25+ points across sites with no clear explanation in the existing data.
- Front-line teams were running on heroics — strong individuals masking systemic handoff failures.
- Existing experience surveys were lagging, generic, and disconnected from operational levers leaders could pull.
How we engaged
Diagnose
Journey-mapped the end-to-end patient experience across three representative sites, with frontline shadowing and patient interviews.
Design
Identified seven moments of truth, redesigned the four highest-friction handoffs, and defined leading-indicator experience metrics per moment.
Deliver
Rolled out updated standard work, instrumentation, and a site-level experience operating rhythm with frontline involvement.
Operate
Quarterly cross-site review of moments-of-truth metrics tied directly to staffing, training, and process change decisions.
What we built and ran
- A patient journey map with seven defined moments of truth and clear ownership
- Redesigned standard work for the four highest-friction handoffs
- A leading-indicator experience scorecard at the moment level, not the site level
- A site-level operating rhythm linking experience metrics to operational decisions
What we'd carry forward
- Experience is built or broken at handoffs. Measure those, not aggregate satisfaction.
- Frontline teams already know where the failures are — the work is to make their knowledge legible to leadership.
- Lagging metrics describe the past. Pair them with leading indicators or change stays slow.
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