A leading Healthcare institution in Chile defined its digital transformation strategy and plan, and implemented agile methodology within its organization
Background and identified issues
The healthcare institution needed to accelerate its digitization to maintain its leadership and enhance its differentiation through innovation
Customer satisfaction improvement had slowed down due to the unsuccessful implementation of digital solutions and projects aimed at providing frictionless healthcare services
Main actions
The company's digital maturity was assessed by measuring culture, organization, data usage, and technology
Pain points in the patient journey were identified through the analysis of satisfaction surveys, interviews, and evaluation of the systems involved
Two phases of the patient journey were prioritized, and the implementation of MVPs was initiated to address the identified pain points
Impact of the project
A Digital Transformation Office was established to lead the evolution of digital maturity and the implementation of agile methodology within the organization
A detailed cultural change plan was developed to enable a digital culture, which included a roadmap to reach the next state of digital maturity, and a methodology for identifying and prioritizing projects with customer value
Comments