Omnichannel Customer Experience
Drive meaningful engagement by improving the workflows behind every touchpoint—across member, patient, and care team journeys.
Experience isn't just about a digital interface—it’s about the full journey. It’s the ease of scheduling a visit, the clarity of communication during care, the responsiveness of support teams, and the seamlessness between physical and digital channels.
We help healthcare organizations:
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Streamline patient access, service operations, and care coordination
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Design member and patient journeys that reflect both clinical workflows and human needs
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Bridge the gap between digital interfaces and backend systems like CRMs, EHRs, and call centers
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Improve experience not just for consumers—but also for the internal teams and care professionals supporting them
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Align operations, technology, and design to reduce friction, increase satisfaction, and deliver better outcomes
Reduce friction across scheduling, referrals, benefits navigation, and care coordination.
Align digital experiences with what’s actually possible behind the scenes.
Connect patient- and member-facing interfaces with backend systems and staff workflows.
Elevate the experience for your teams—so they can deliver better care, faster.
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Journey Mapping + Experience Design
Expose friction, align stakeholders, and visualize opportunity across the journey.
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Service Design & Blueprinting
Architect smarter, scalable experiences across digital and human touchpoints.
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Omnichannel Engagement Strategy
Orchestrate interactions across web, mobile, voice, and in-person channels.
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Experience Ops Enablement
Power every moment with real-time data, system integration, and AI agents.
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Experience Dashboards + KPIs
Measure what matters—to members, patients, and the business.
Methodology That Delivers Rapid Results
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Rooted in Reality
Designed with deep knowledge of payer, provider, and health tech workflows.
Beyond UX
We integrate strategy, design, and engineering to solve real problems—not just surface polish.
Powered by Data + AI
Embedded intelligence fuels personalization, automation, and proactive support.
Cross-Functional by Design
Our teams bridge operations, tech, and experience—no handoffs, no silos.
Ready to Rethink Experience?
Let’s turn disconnected touchpoints into seamless journeys—with experiences powered by AI, grounded in operations, and built for healthcare’s realities.
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Showcase
Quality Patient Experience Driven by Smarter Tools
See how our customer, a national health payer, transformed the experience for 8,000+ care providers, collectively saving 106,000 minutes per day and achieving a yearly cost savings of $3.62 million.
