6 Cusomter Journey Carefxpptx

7/24/2019 6 Cusomter Journey Carefxpptx

1/96

Bringing it all together

Dr. Lee Erickson

IST237 Digital Entrepreneurship


2/96

Buyer Perspective Model

My Role My Goal My Decision Others Opinion

Interviewed current customers and analysts.

Asked questions around 4 main areas.

My o!s My "hallen#es My Motivations My Decisions


3/96

$ $

My RoleIn thisposition

I am the chie%

visionary A thou#ht leader

on what strate#yshould !e

I !rin# a #lo!al

perspective

I !rin# technolo#yin line with our

or#ani&ations

#oals

'trate#ic pro!lem

solver

I am the (hinker

)eople look to me

%or answers

I set the standard

I ena!le

technolo#y to

%lourishI e*pand the

typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant

I am in char#e o%the systems

I uni%y in%ormation

without movin#

patient data

(o %ind innovativetechnolo#y that

make innovation

happen

I create a !rid#e !etween

technolo#y and

application

My +o! is to

educate internallyI assist with%undin#

I take calculated

risks

,ni%ier o%

disparate #roups

I !rin# to#ether

the thinkers

"at herder

(o ali#n the

physicians

(o provide solutions %or

inte#ration !etween

physicians

(o help physicians

e*chan#e data (o improve the

care#iver

e*perience

I am an architect

I #uide decisions

on solutions

-elp others levera#e

technolo#y to %ind

solutionsI am a "IO who is

a physician

)hysician %irst

-IO second


4/96

4 4


I am the chie%

visionary A thou#ht leader

on what strate#yshould !e

I !rin# a #lo!al

perspective


or#ani&ations

#oals

'trate#ic pro!lem

solver

I am the (hinker

)eople look to me

%or answers


technolo#y to %ind

solutions

I set the standard

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant


I uni%y in%ormation

without movin#

patient data


make innovation

happen


technolo#y and

application

My +o! is to


I take calculated

risks

,ni%ier o%

disparate #roups

I !rin# to#ether

the thinkers

"at herder

I am a "IO who is

a physician

(o ali#n the

physicians


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect

I #uide decisions

on solutions


5/96


I am a strate#ic leader


or#ani&ations

#oals


technolo#y to %ind

solutions

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant


I uni%y in%ormation

without movin#

patient data


make innovation

happen


technolo#y and

application

My +o! is to


I take calculated

risks

,ni%ier o%

disparate #roups

I !rin# to#ether

the thinkers

"at herder

I am a "IO who is

a physician

(o ali#n the

physicians


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect

I #uide decisions

on solutions


6/96

/ /




or#ani&ations

#oals


technolo#y to %ind

solutions

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant


I uni%y in%ormation

without movin#

patient data


make innovation

happen


technolo#y and

application

My +o! is to


I take calculated

risks

,ni%ier o%

disparate #roups

I !rin# to#ether

the thinkers

"at herder

I am a "IO who is

a physician

(o ali#n the

physicians


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect

I #uide decisions

on solutions


7/960 0




or#ani&ations

#oals


technolo#y to %ind

solutions

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant


I uni%y in%ormation

without movin#

patient data


make innovation

happen


technolo#y and

application

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a "IO who is

a physician


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect

I #uide decisions

on solutions


8/961 1

My Role

In this

position



or#ani&ations

#oals


technolo#y to %ind

solutions

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration

I( consultant

I am an internal

consultant


I uni%y in%ormation

without movin#

patient data


make innovation

happen


technolo#y and

application

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a "IO who is

a physician


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect

I #uide decisions

on solutions


9/962 2

My Role

In this

position


I ensure technolo#y supports our#oals and our people

I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration


I uni%y in%ormation

without movin#

patient data

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a "IO who is

a physician


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect


10/963 3

My Role

In this

position



I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration


I uni%y in%ormation

without movin#

patient data

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a "IO who is

a physician


inte#ration !etween

physicians

)hysician %irst

-IO second

(o help physicians


care#iver

e*perience

I am an architect


11/9633 33

My Role

In this

position



I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration


I uni%y in%ormation

without movin#

patient data

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician


inte#ration !etween

physicians

(o help physicians


care#iver

e*perience

I am an architect


12/9635 35

My Role

In this

position



I ena!le

technolo#y to


typical

in%rastructure

Responsi!le %or

inte#ration


I uni%y in%ormation

without movin#

patient data

My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician


inte#ration !etween

physicians

(o help physicians


care#iver

e*perience

I am an architect


13/963$ 3$

My Role

In this

position



I ena!le

technolo#y to


typical

in%rastructure


My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician

I inte#rate and ena!le

data e*chan#e !etween

physicians

(o improve the

care#iver

e*perience

I am an architect


14/9634 34

My Role

In this

position



I ena!le

technolo#y to


typical

in%rastructure


My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician



physicians

(o improve the

care#iver

e*perience

I am an architect


15/96

3 3

My Role

In this

position



Im in char#e o%

our technolo#y

in%rastructure My +o! is to


I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician



physicians

(o improve the

care#iver

e*perience


16/96

3/ 3/

My Role

In this

position



Im in char#e o%

our technolo#y



I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician



physicians

(o improve the

care#iver

e*perience


17/96

30 30

My Role

In this

position



Im in char#e o%

our technolo#y



I take calculated

risks

I ali#n and !rin#

others to#ether

I am a physician



physicians

My solutions must

improve the

care#iver

e*perience


18/96

31 31

My Goal

)ersonal

aspirations

(o advance and totally

transition services o%%ered in

underserved areas

6nsure patient is

in the center and

shouldnt have to

wait

(o provide healthcare

to those who cant

a%%ord it

(o %ind solutions

wed never have

thou#ht o% years

a#o

(o support #oals o%

or#ani&ation and makeit success%ul

7or my or#ani&ation

to !e a leader not a

%ollower

(o help take us to

the ne*t level(o !e the preeminent

leader in healthcare and

healthcare technolo#y

(o improve the

quality o% care

(o chan#e the

way healthcare is

provided

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs

health in%o e*chan#e

I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the

vision;I want to !e an

industry leader in

healthcare

in%ormation

(o make systems

seamless to

physicians (o !e a!le to #o seamlessly

!etween our clinical systems

and ima#in# systems

(o deliver technolo#y

that solves pro!lems

(o make it work

%or our clinical

sta%%

(o #et money %orthe hospital

(o revolutioni&e the

healthcare sector


19/96

32 32

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it

(o %ind solutions

wed never have

thou#ht o% years

a#o

(o support #oals o%


7or my or#ani&ation


%ollower

(o help take us to




(o improve the

quality o% care

(o chan#e the

way healthcare is

provided(o revolutioni&e the

healthcare sector

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the


industry leader in

healthcare

in%ormation

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



20/96

5 5

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it

(o support #oals o%


7or my or#ani&ation


%ollower

(o help take us to




(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the


industry leader in

healthcare

in%ormation

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



21/96

53 53

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it

(o support #oals o%


7or my or#ani&ation


%ollower

(o help take us to




(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the


industry leader in

healthcare

in%ormation

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



22/96

55 55

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it

(o support #oals o%


I want my or#ani&ation to

!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the


industry leader in

healthcare

in%ormation

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



23/96

5$ 5$

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it

(o support #oals o%



!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I have an

opportunity to help

I want to make a

di%%erence

I want to !e

reco#ni&ed %or

success%ul e%%orts

I want to make it

happen :the


industry leader in

healthcare

in%ormation

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



24/96

54 54

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to


to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



25/96

5 5

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

(o make

healthcare more

e%%icient

(o improve

e%%iciency

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



26/96

5/ 5/

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it

I want to improve e%%iciency o%

healthcare

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



27/96

50 50

My Goal

)ersonal

aspirations



underserved areas

6nsure patient is

in the center and

shouldnt have to

wait


to those who cant

a%%ord it


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it


healthcare

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



28/96

51 51

My Goal

)ersonal

aspirations

6nsure patient is

in the center and

shouldnt have to

waitI want to providehealthcare to all in

need


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it


healthcare

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



29/96

52 52

My Goal

)ersonal

aspirations

6nsure patient is

in the center and

shouldnt have to

waitI want to providehealthcare to all in

need


!e a leader

(o improve the

quality o% care

I want to chan#e

healthcare as we

know it


healthcare

(o improve the

environment %or

patient care

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o help providers

take !etter care o%

patients

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%



30/96

$ $

My Goal

)ersonal

aspirations

I want to improve

quality o% care %orpatients

I want to providehealthcare to all in

need


!e a leader

I want to chan#e

healthcare as we

know it


healthcare

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%

(o #et money %or

the hospital


31/96

$3 $3

My Goal

)ersonal

aspirations

I want to improve



need


!e a leader

I want to chan#e

healthcare as we

know it


healthcare

(o make in%o

accessi!le to

clinicians8 !rin#

them closer

to#ether

(o connect patient

records to

care#iver %ast

(o #et in%o to the

ri#ht person at the

ri#ht time

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%

(o #et money %or

the hospital


32/96

$5 $5

My Goal

)ersonal

aspirations

I want to improve



need


!e a leader

I want to chan#e

healthcare as we

know it


healthcare

(o connect clinicians with

the ri#ht in%o when they

need it

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%

(o #et money %or

the hospital


33/96

$$ $$

My Goal

)ersonal

aspirations

I want to improve



need


!e a leader

I want to chan#e

healthcare as we

know it


healthcare



need it

(o deliver on 9ushs


I want to make an

impact

(o make systems

seamless to



and ima#in# systems



(o make it work

%or our clinical

sta%%

(o #et money %or

the hospital


34/96

$4 $4

My Goal

)ersonal

aspirations

I want to improve



need


!e a leader

I want to chan#e

healthcare as we

know it


healthcare



need it

(o deliver on 9ushs


I want to make an

impact

(o deliver systems that

are seamless to

physicians

(o #et money %or

the hospital


35/96

$ $

My

Decision


36/96

$/ $/

My

Decision


37/96

$0 $0

My

Decision


38/96

$1 $1

My

Decision


39/96

$2 $2

My

Decision


40/96

4 4

My

Decision


41/96

43 43

My

Decision


42/96

45 45

My

Decision


43/96

4$ 4$

My

Decision


44/96

44 44

My

Decision


45/96

4 4

My

Decision


46/96

4/ 4/

My

Decision


47/96

40 40

My

Decision


48/96

41 41

My

Decision


49/96

42 42

My

Decision


50/96

My

Decision


51/96

3 3

My

Decision


52/96

5 5

My

Decision


53/96

$ $

My

Decision


54/96

4 4

My

Decision


55/96

(heir

Opinionhat others

think o% me

I chair and lead

committees

Im strate#ically

importantI !uild the vision

I am an innovator

Im strate#ic

and critical(hey wish theyre were

more like me

I !rin# to#ether

thinkers and create

new ideas

hat I do is important to

drivin# the hospitals %uture

I am doin# some

really cool stu%% with

technolo#y

Im tryingto solve

pro!lems

I cant deliver everythin#

they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y

should !e !ehindthe scenes

(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le

Im clinically

oriented

My e*perience as a

physician adds

credi!ility


56/96

/ /

(heir

Opinionhat others

think o% me

I chair and lead

committees

Im strate#ically

importantI !uild the vision

I am an innovator

Im strate#ic

and critical(hey wish theyre were

more like me

I !rin# to#ether

thinkers and create

new ideas

hat I do is important to

drivin# the hospitals %uture

I am doin# some


technolo#y

Im tryingto solve

pro!lems


they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le

Im clinically

oriented

My e*perience as a

physician adds

credi!ility


57/96

0 0

(heir

Opinionhat others

think o% me

I chair and lead

committees

)eople see me askey to our strate#y

and our %uture

I am doin# some


technolo#y

Im tryingto solve

pro!lems


they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le

Im clinically

oriented

My e*perience as a

physician adds

credi!ility


58/96

1 1

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

I am doin# some


technolo#y

Im tryingto solve

pro!lems


they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le

Im clinically

oriented

My e*perience as a

physician adds

credi!ility


59/96

2 2

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

I am doin# some


technolo#y

Im tryingto solve

pro!lems


they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le

My clinical e*perience

makes me more

credi!le


60/96

/ /

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

I am doin# some


technolo#y

Im tryingto solve

pro!lems


they want

'ome thin#s seem

insurmounta!le

(echnolo#y is

hard8 lon#8

and pain%ul

)eople see our

in%rastructure as a

constrainin# %actor

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le


makes me more

credi!le


61/96

/3 /3

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

hile Ive had some

success8 I wont !e a!le to

deliver everythin# they

want(echnolo#y is

hard8 lon#8

and pain%ul

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le


makes me more

credi!le


62/96

/5 /5

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

hile Ive had some



want(echnolo#y is

hard8 lon#8

and pain%ul

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

I do a heck o%

a +o!

Im

passionate

I am passionate

a!out what I do

Award=winnin#

Im quick torespond

Im

knowled#ea!le


makes me more

credi!le


63/96

/$ /$

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

hile Ive had some



want(echnolo#y is

hard8 lon#8

and pain%ul

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole

Im seen as passionate and

committed


makes me more

credi!le


64/96

/4 /4

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

hile Ive had some



want(echnolo#y is

hard8 lon#8

and pain%ul

(he technolo#y

is not seamless

(he technolo#y


(hey are cautious

!ecause they dont

understand it

(echnolo#y

can !e a

!lack hole


committed


makes me more

credi!le


65/96

/ /

(heir

Opinionhat others

think o% me

I chair and lead

committees


and our %uture

hile Ive had some



want

O%ten technolo#y is

seen as more o% a!urden than a help


committed


makes me more

credi!le


66/96

//

)eople see me as key to our

strate#y and our %uture

hile Ive had some



want

O%ten technolo#y is seen as

more o% a !urden than a help


committed

My clinical e*perience makes

me more credi!le

Its critical to patient care =

can mean li%e or death

It ena!les !etter8 %aster

decision makin#

It helps us reali&e our

vision

It simpli%ies access to thein%ormation care#ivers need

It inte#rates disparate

in%ormation

It ena!les !etter

work%low

I want to improve quality

o% care %or patients

I want to provide healthcare

to all in need


!e a leader I want to chan#e

healthcare as we know it

I want to improve e%%iciency o%healthcare



need it

I want to make an

impact

(o deliver systems that are

seamless to physicians

I ensure technolo#y supports our

#oals and our people

Im in char#e o% our technolo#y in%rastructure

I ali#n and !rin#

others to#ether

I am a physician


data e*chan#e !etweenphysicians

My solutions must improve the

care #iver e*perience

(heir Opinion

My Decision

My Goal

My Role


It must ali#n with our

individual needs

Its a portal


67/96

/0



hile Ive had some



want




committed


me more credi!le




decision makin#


vision



in%ormation

It ena!les !etter

work%low

I want to improve quality

o% care %or patients

I want to provide healthcare

to all in need


!e a leader I want to chan#e

healthcare as we know it

I want to improve e%%iciency o%healthcare



need it

I want to make an

impact







I ali#n and !rin#

others to#ether

I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs

Its a portal


68/96

/1



hile Ive had some



want




committed


me more credi!le




decision makin#


vision



in%ormation

It ena!les !etter

work%low


drive chan#e in how

healthcare is provided



need it

I want to make an

impact







I ali#n and !rin#

others to#ether

I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs

Its a portal


69/96

/2

hile Ive had some



want




committed


me more credi!le




decision makin#


vision


individual needs



in%ormation

It ena!les !etter

work%low


drive chan#e in how




need it

I want to make an

impact






I am a physician





(heir Opinion

My Decision

My Goal

My Role)eople see me as key to our



I ali#n and !rin#

others to#ether

Its a portal


70/96

0

hile Ive had some



want




committed


me more credi!le


individual needs

It simpli%ies access to the

in%ormation care#ivers need


in%ormation


drive chan#e in how




need it

I want to make an

impact






I am a physician





(heir Opinion

My Decision

My Goal

My Role

Its critical to our vision to %ind a solution

that ena!les !etter decisions and

work%low




I ali#n and !rin#

others to#ether

Its a portal


71/96

03



hile Ive had some



want




committed


me more credi!le




in%ormation


drive chan#e in how




need it

I want to make an

impact







I ali#n and !rin#

others to#ether

I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low

Its a portal


72/96

05

hile Ive had some



want




committed


me more credi!le




in%ormation


drive chan#e in how




need it

I want to make an

impact






I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low

I am key to our a!ility to

reali&e our vision

Its a portal


73/96

0$

hile Ive had some



want




committed


me more credi!le




in%ormation


drive chan#e in how




need it

I want to make an

impact






I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low


reali&e our vision

Its a portal


74/96

04

hile Ive had some



want




committed


me more credi!le




in%ormation


drive chan#e in how




need it

I want to make an

impact






I am a physician





(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low


reali&e our vision

Its a portal


75/96

0

hile Ive had some



want



My passion8 commitment and

e*perience set me apart




in%ormation


drive chan#e in how




need it

I want to make an

impact










(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low


reali&e our vision

Its a portal


76/96

0/

hile Ive had some



want








in%ormation


drive chan#e in how


(o connect clinicians withthe ri#ht in%o when they

need it

I want to make an

impact










(heir Opinion

My Decision

My Goal

My Role


individual needs



work%low


reali&e our vision

Its a portal


77/96

00

hile Ive had some



want








in%ormation


drive chan#e in how



need it

I want to make an

impact



I must ali#n our technolo#y with our

vision and our people






(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision

Its a portal


78/96

01

hile Ive had some



want







Its a portal


in%ormation


drive chan#e in how



need it

I want to make an

impact








(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision




79/96

02

hile Ive had some



want






in%ormation


drive chan#e in how


I want to make an

impact

(he technolo#y must provide the ri#ht in%ormation and

!e seamless to the care#iver




(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision




80/96

1

hile Ive had some



want






in%ormation


drive chan#e in how


I want to make an

impact






(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision




81/96

13

Many are concerned a!out

additional !urdens I may

impose




in%ormation


drive chan#e in how


I want to make an

impact




(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision






82/96

15



impose




in%ormation


drive chan#e in how


I want to make an

impact




(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision






83/96

1$



impose




drive chan#e in how


I want to make an

impact

(heir Opinion

My Decision

My Goal

My Role



work%low


reali&e our vision

I must ena!le data inte#ration across disparate

systems.






84/96

14



impose




drive chan#e in how


I want to make an

impactIts critical to our vision to %ind a solution


work%low


reali&e our vision


systems.






85/96

1



impose




drive chan#e in how


I want to make an



work%low


reali&e our vision


systems.



VISION




86/96

1/



impose




drive chan#e in how


I want to make an



work%low


reali&e our vision


systems.



VISION

RE

ALITY



Fro t!e "uyer#s perspective


87/96

10 10

y p p

My personal satis%action and the success o% my or#ani&ationhin#es on my a!ility to drive c!$ngein how healthcare is

provided.

9ut8 Im %aced with people who are resistant to chan#e and an

in%rastructure which cannot !e chan#ed.

Action Insight

To realize my vision I must !rive change "or my

organization #ithout changing my systems or ho#caregivers #ork.


88/96

$a !iagram that illustrates thesteps your customer%s& go

through in engaging #ith yourcompany #hether it 'e apro!uct an online e(perience

retail e(perience or a service orany com'ination.)

*arvar! +usiness ,evie#

ustomer -ourney map


89/96


90/96


91/96


92/96


93/96


94/96


95/96


96/96

6 Cusomter Journey Carefxpptx

Documents

Transcript of 6 Cusomter Journey Carefxpptx