Connected Marketing Research, User Experience, & Digital Strategy.

Healthcare Company Journey Map

Healthcare Company Journey Map

Business Challenge: KPI Agency has been the lead strategic partner for a medical device client for over four years, across patient and HCP divisions from media and analytics, to development and strategy. We identified that a lack of a connected patient experience, insight gaps, and inconsistent goal sharing was resulting in misaligned tactics and inefficient spending (leading to missed opportunities) across their agency ecosystem.

Solution: We created a set of living DTP and HCP digital journey and customer experience maps that included cross-channel, agency agnostic media, messaging, resource allocation, website roles, and pilot programs.

Result: These assets were used in multi-agency strategy sessions across internal departments to guide and contextualize daily strategic decision making, reducing waste and redundancy, ensuring all tactics, regardless of channel or agency, were executed with the brand’s strategic goals in mind.