Defining the target customer experience around medical teleconsultation for an assistance provider in its travel business.
Context
In an assistance market that is not immune to new standards of service and customer experience, our customer has launched a transformation program for its "travel" business, aimed in particular at digitizing and improving the customer experience.
Objective
Our customer asked VERTONE to help the International Medical Assistance & Network entity define the customer experience around medical teleconsultation, with the aim of improving travelers' access to healthcare by offering them a new digital service for non-emergency medical situations.
VERTONE contribution
- Definition of the teleconsultation value proposition: scope, benefits and functionalities to meet customer needs.
- Definition of target macro customer paths based on 3 structuring situations in customer access to service (symptoms and customer condition, level of travel preparation and connectivity).
- Declination of target paths for each Traveler Key Persona: backpacker vs. family, banking customer vs. retail customer, business trip vs. tourism...
- Identification of new opportunities to leverage teleconsultation to strengthen the value proposition of medical assistance under COVID-19.
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