Case Studies
The Challenge
Spire Healthcare’s purpose is to make a positive difference to people’s lives through outstanding, personalised care. Providing a brilliant Customer Experience (CX) is front and centre of delivering on this purpose.
In order to do this, Spire recognised that they needed to better understand the end-to-end customer journey from a genuinely customer perspective, from pre-treatment all the way through to post-treatment.
The Approach
lens designed a bespoke approach, to feed in both the business and customer perspective of the customer journey. This involved stakeholder and colleague engagement, as well as longitudinal qualitative research with customers themselves; following customers throughout their journey as well as engaging with them at specific parts in their journey.
Through in-depth analysis and customer journey expertise, lens brought this insight together into a single, customer-first frame of reference for the business – The Spire ‘As is,’ End-to-End Customer Journey Map.
Outcomes & Impact
- CX strategy (customer needs now underpin this)
- CX measurement approach (including
re-design of surveys) - Business operations and process redesign
(including approach to prioritisation) - CX understanding (around a consistent point of reference for all, the customer journey)
Additionally…
…Building upon this, a follow-up project has since been undertaken with lens to identify needs and map the end-to-end journey for Consultants, who are a key stakeholder for Spire and fundamental to the delivery of a superior experience for customers.