Customer Experience Consulting for HealthTech
HealthTech dazzles, but it’s the experience that decides everything: do patients feel safe, understood, and in control?
We design calm onboarding experiences, plain-language consent, and seamless handovers that make trust feel instinctive, so patients start faster and stick longer.
Consumers who switched providers cited access as a deciding factor when selecting a new provider.
Source
said they switched insurance companies because "the organisation was hard to do business with".
HealthTech dazzles with breakthroughs, and then trips on regulation, privacy, and messy handoffs between clinic and app. If you want qualified buyers to lean in, understand their reality... Tie your promise to outcomes that matter: faster activation, higher adherence, fewer no-shows, cleaner claims, and clinician time back.
Low Trust & Adherence
Reduce anxiety, increase follow-through. Care plans that feel doable, and rewarding.
We run Emotional Journey Mapping, design micro-coaching and reminder rituals, and celebrate progress to turn hesitation into adherence.
Coverage & Claims Friction
Make benefits and claims legible. No guesswork; status in plain sight.
We clarify benefits at the point of need, blueprint the claims journey, and add self-service status + nudges to reduce resubmits and speed payment.
Telehealth Access & Confidence
Make remote care feel safe and simple. Inclusive by default, human when needed.
We ship low-literacy modes, pre-visit tech checks, simple triage, and clear escalation to a human—so video visits start on time and end with confidence.
Clinician UX Overload
Give minutes back to clinicians. Task-first screens; fewer clicks, clearer summaries.
We co-design with care teams, streamline workflows, and deliver copy/decision support that reduces cognitive load—then prove it with time-on-task.
Data Accuracy & Transparency
Explain the numbers, build belief. Show how insights are made and what to do next.
We create explainability patterns, clinician-in-the-loop checkpoints, and next-best-action guidance, validated through rapid research with patients and clinicians.
Privacy & Consent Confusion
Earn trust with transparent data control. Consent that’s easy to give, review, and revoke.
We craft a Trust Playbook, redesign consent and permissions, and surface data dashboards that show “what we hold, why, and how to change it,” supported by DPIA-ready artefacts.
Interoperability Gaps
Close the patient–clinic–digital gap. One journey, no re-typing, status at every hand-off.
We map end-to-end hand-offs across EHR, define error-recovery paths, and publish ops playbooks so patient, clinician, and system stay in lockstep.
Regulatory Drag
Make compliance feel effortless. Turn approvals into calm, guided steps instead of roadblocks. |
We blueprint the regulatory journey with Risk/Legal, write plain-language copy, and embed audit trails and approval gates so sign-off happens inside the flow.
People At Our Heart
Their needs, emotions, contexts, and contradictions. Because when you truly understand humans, design becomes an act of care. That’s when customers feel seen, desired, and undeniably important.
Not Here Only To Play Safe
We design experiences that cut through noise. Our work pushes boundaries, dares strategy, and champions bold ideas, transforming every interaction into a brand that should stand out.
Test. Validate. Listen.
Not to assumptions, but to truth. Every idea is challenged, every bias exposed, every insight put to the test. Our creativity isn’t built on opinions, it’s grounded in real data and human truth.
Design With, Not For
We don’t do rigid deliverables; we do flow. Collaboration fuels magic, creating a space for serendipity, spark, and possibility. It’s where the best outcomes are born, from real partnership.
