How do you effectively evaluate customer experiences in a high-stress medical environment?
Hopscotch worked with this clinic to better understand their patient experience. Our client was concerned that they were not getting an accurate review of changes to their patient journeys from the post-appointment surveys. Hopscotch developed a series of research activities to evaluate the new patient experience. Our goal was not just to communicate it to the nursing staff and management team, but to also help them ideate on solutions to the challenges that were uncovered.
- Qualitative research
- Contextual research
- Formal interviews
- Executive working sessions