How do you give digital health a human touch?

As healthcare becomes more of a consumer good, customer expectations are set by other, non-healthcare experiences, especially digital ones. So, when Sharp HealthCare wanted to define a vision for engaging their customers digitally, they came to Ziba to ensure it would be truly patient-centered. As a major regional healthcare provider, Sharp was in a sweet spot for digital transformation: big enough to develop their own digital CX, but nimble enough to scale up quickly. They also had a devoted base of consumers, built on decades of exceptional care and personal service. Ziba’s team was brought in to map out a plan to translate that level of experience onto a digital platform.

Through rigorous research and patient interviews our team identified the essential things that Sharp customers needed in a digital experience. It had to be convenient, of course, but also compassionate and reassuring, providing guidance through what are often stressful, confusing situations. Patients wanted more transparency and access, to both medical information and costs. With these customer needs in mind, we proposed a single, digital gateway, initially via smartphone app, where patients can make appointments, ask for advice, conduct virtual visits, and handle scheduling and payments. Beyond these functional features, our team designed the Sharp portal to be a guide, ushering patients through their healthcare journey, and taking care of every detail.

In addition to a multi-year roadmap for digital transformation, the Ziba team also conducted a first-round design sprint for Sharp’s digital engagement toolkit. The result was a set of prototypes that Sharp was able to build into digital tools for their customers, which have had a profound impact on both the patient experience and Sharp’s digital capabilities. Customers have embraced online bookings and virtual urgent care, making Sharp one of the highest rated healthcare systems in the region. The shift also prompted Sharp to move to a single EHR platform and adopt the EPIC digital records system, streamlining and simplifying their internal operations. While we started with a focus on the ideal digital experience for Sharp’s customers, the implementation of our strategies made waves felt throughout their business.