We conducted extensive user and industry research with Doctors, Patients, and Practice Managers. We quantified the costs and benefits of interactions within the customer service workflow – e.g manually reconfirming incorrectly entered patient details – in order to map the value streams within medical practices. We synthesised our findings to create customer journey maps and a light pass service blueprint, then worked through design sprints to design  the customer experience and specify the design and build requirements. 

We then worked with a range of specialists across the technology, fabrication and healthcare industries to co-design 11 products that improve the medical practice experience. We developed an attractive brand by conducting a brand audit, market analysis, delivering and implementing a brand strategy based on user interviews and audience testing.