Philips | Interventional Guided Therapy customer experience vision

Our Interventional Guided Technology (IGT) business wanted to craft a future customer experience vision. Part of the challenge was that IGT had two main parts of the business, one focused on big iron (long life cycles), the other on disposables (short life cycles).

 

We assembled a team comprised of user research, service design, and marketing. We went to customers, asked lots of questions, and discovered many challenges including that many issues stemmed from operational ways of working. After interviewing internal stakeholders, we found we lacked a connection between the customer touchpoints across the 10+ year end to end customer experience. We weren’t taking full advantage of our scale as a company to provide a seamless and integrated experience for our customers. ​In addition to crafting design solutions, we proposed a way to restructure the organization to better serve and partner with the customer.

 

Role: Project lead, design direction, graphic design