Case Study One
Our transformational approach to patient education for a major U.S. healthcare company.
The Problem
A leading Healthcare company with best of class service lines came to a realization: their patient education materials were several years old, and no longer reflected the reasons their patients loved them.
Another side effect: despite the valiant efforts of the care team assigned to them, patients were showing up for surgery without having read or understood the pre-op and post-op materials, or having gone to or absorbed the content from the classes they were required to attend. They hadn’t followed the instructions for the days and weeks leading up to their surgery, and they hadn’t prepared their homes for post-surgery.
The Program
Research shows that a prepared patient is more likely to have successful surgery outcomes.
1 - RESEARCH: We conducted primary and secondary research to understand mindsets through every stage of the customer journey. We assessed comparative patient education content from leading hospital systems, interviewed key stakeholders, and surfaced best practices in patient education content.
2 - STRATEGY: We then designed an easy-to-follow content strategy and playbook — leveraging the core tenets of LX Design — to serve as a roadmap for content creation. Anyone, from the in-house team to partner agencies,
can pick one up and know exactly who they are
making content for, and why.
3 - CONTENT: We created a suite of easy-to-consume and beautifully navigable cross-platform content to inform and inspire their healthcare audiences — interactive print and digital surgery guides and patient testimonial videos.
The Result
Patient satisfaction was immediately evident. Also, the first of these efforts started a domino effect — every team, from oncology to orthopedics — wanted to provide their patients with materials that truly represented the excellence of their practice.