PATIENT JOURNEY DESIGN

Opportunity: A $40M start-up medical device company that is FDA approved was seeking a Customer Experience (CX) Partner to help design an efficient, white-glove patient experience as they roll out the device state-by-state.

Scope: Crescent Consultancy mapped out the patient journey with a cross-functional team, captured over 85 opportunities, process mapped to illustrate the complexity on a more granular level, and extracted the top 10 actions to focus on in the near-term.

Sample Patient Journey Map

Results: Immediately following the engagement, the executive team began to leverage their patient experience values and patient journey map to onboard new team members and the project lead secured funding for key improvements. Since then, they have increased prescription fill rates, onboarded 100% of quality care centers in the industry, developed three distinct patient personas, implemented Salesforce, and are leaning into automation and AI. They invited Crescent Consultancy back to capture the provider journey map to support sales targets and partnership development, leveraging the patient journey mapping framework and stages.