With the onset of COVID-19, what was once considered the “norm” of combining both physical and digital health consumer touchpoints have rapidly shifted to a primarily digital in social and health interactions at every stage. Alongside the social distancing requirements, are the emotional reactions and responses to that still have to address expectations for seamless consumer experience. Consumers are responding to health concerns for different reasons and factors. Health providers and payers are evolving their products, and services to keep pace with consumer changes.
Uncovering COVID-19 consumer insights helps to uncover personas, mindsets, and activation strategies for providers, caregivers, and consumers. By using examples of how design thinking artifacts such as mindsets, personas, and journey mapping shifted clinician engagement in cancer, enrollment/retention, and how patients are more involved and engaged in their health journey at crucial moments that matter.
Listen to this recording to:
- Learn how COVID-19 has shaped consumer expectations.
- Learn how providers and payers can use segmentation and mindsets to redesign activation, engagement and retention.
- See examples of using mindsets and segmentation to adjust engagement and design.
Sponsored by: Accenture*
* SHSMD Education Sponsored Webinars are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.