How do you effectively evaluate customer experiences in a high-stress medical environment?
We worked with a primary care clinic to better understand their patient experience. Our client was concerned that they were not getting an accurate review of changes to their patient journeys from the post-appointment surveys. The dedicated team at Hopscotch developed a series of research activities to evaluate the new patient experience and get the answers our client needed. Our goal was not just to communicate the results to the nursing staff and management team. We knew early on that team training and a guided solution ideation session would make the most of their budget and resources.
We strive to help clients use the results of our work long-term. This results in large posters that get hung up in lunch rooms; strategy guides that work now, and for feature improvements down the road. For this client, their internal research team was comfortable developing quantitative surveys. We worked closely with them to share our methods for capturing nuanced information via observation, interviews and user-based activities.