Case Nutricia

Global Rollout for Customer Journey Mapping toolkit for Patient Experience Management 

 

Nutricia is a pioneer in nutritional solutions that help people live longer, more joyful and healthier lives. Building on more than a century of nutritional research and innovation, Nutricia continues to transform lives through the power of nutrition.

 

Through visualization and communication we take the organization along on customer journey thinking road, through which we visualize, explain, open up to experiences, and thus roll out new ideas together within the Nutricia organization.

 

What Nutricia wondered:

 

  • How do we increase the Patient/Parent experience and value?

  • How can we increase brand awareness/value?

  • How can we increase the health care professional satisfaction/experience/value?

  • How do we increase the employee experience?

  • How do we generate continuous improvement and product innovation?

  • How do we generate financial value ROI (cost/profit)?

  • How can we establish a consistent Customer Experience Management strategy on a global level?  

The Conexperience solution:

 

  • Visualized a series of Customer Journey Maps for internal use in order to improve the patient experience, working with multi-disciplinary teams.

  • Co-developed in a partnership with Strativity group, developed a toolkit for Patient Value Journey Management.

 

  • Executed workshops and training customer journey mapping for several business units across Europe. We identified moments that matter and to be able to manage the integration of all channels seamlessly

What was needed

Customer Experience Design

Customer Experience Management

Service Innovation

TESTIMONIAL

“THE STAKEHOLDERS WERE VERY HAPPY WITH THE VISUALIZATION OF THE PATIENT JOURNEY MAP, IT WAS VERY CLEAR AND IT HAS BROUGHT A LOT OF ADDED VALUE TO WHAT WE CAN DELIVER AS A BUSINESS. WE NOW UNDERSTAND THE IMPORTANCE OF GETTING IN THE SHOES OF THE CUSTOMER"

ANNEKE RIJK / NUTRICIA / MARKET RESEARCH & CONSUMER INSIGHTS

Let's talk!

Dokter van Deenweg 162, 8025 BM Zwolle, The Netherlands

connect@conexperience.com 

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