Enhancing User Experience

Delivering a great customer experience would involve understanding behaviors, affinity models etc. via digital footprints to personalize interactions and enhance engagements. A flawless implementation achieves highest customer satisfaction index, reduced customer churn, increased revenues and improved Net Promoter Score (NPS). Today’s customer expects a hyper-connected and intuitive experience in every interaction. With this increase in digital services, healthcare companies are conceptualizing multi-fold strategies to create memorable experiences at every touchpoint of the user journey.

Design thinking involves user workshops, persona interactions and journey maps for a day in the life for key stakeholders. It can be used at various stages in the Healthcare ecosystem to understand the user experience.

LTM’s unique Mosaic Experience offering helps in opening new avenues, drives greater loyalty, and reduces risk exposure by gaining insights into consumer’s needs and behaviour.

LTM has specialized team working on the User Experience Design and reimagining the user journeys across functions to enhance the consumer experience and create intimacy to the healthcare organization’s brand, offerings and services.

LTM’s advisory expertise and frameworks with diagnostic toolkits helps in creating persona journeys, link digital strategies with each function and develop a compelling platform for meaningful member and provider experience.

Services Offered

• Psychographic Research (behavior patterns, proclivities and sentiment analysis)
• Design Strategy Consulting (UX design thinking workshops, user studies, personas and experience journey mapping and concept design)
• Experience Design (User research & analysis, information architecture, storyboarding and interaction design)
• Visual Design (Visual mockups, Iconography, design assets, design standards & specifications)
• Experience Evaluation (Expert reviews, Competitive analysis & benchmarking and usability testing)

Key Features

• User centered design process driven by different Personas like Claims Analyzer, Interviews and Wireframes
• Neuroscience based testing platform (DiCE) relying on user brainwave mapping for improving provider and member experience
• Omnichannel experience assurance across all devices and channels like desktop, laptop, mobile, tablet and wearables
• 360^o view of consumer in a single portal used for Annual Year Enrollment, demographic updates, benefits inquiry, appeals/grievance submission.

Business Benefits

• Increase in products and platforms usability
• Enhanced process transparency and traceability
• User-friendly interface providing upfront comparison of benefit plans and products, statistics and insights to EOPs and EOBs
• Empowered self-experience capabilities with intuitive interfaces
• Increased user productivity due to improvement in usability aspects for endorsement, claims review & adjudication