The Ideal Healthcare Experience

Creating Desired Patient Experiences Through User-Driven Research

Lextant enables companies to create experiences that win in the healthcare market.

Lextant is an experience-centered research and design partner to some of the world’s largest healthcare brands. Our customer-led innovation techniques directly connect consumer behaviors and desires to product and service design for customer experiences that stay ahead of the competition.

We’ve spent over 3,000 hours talking with and observing medical professionals. We’ve visited 180 hospitals and clinics in 10 countries across 4 continents.

We’ve talked to:

PATIENTS
CARDIOLOGISTS
RADIOLOGISTS
CLINICAL DIRECTORS
SURGERY MATERIAL SPECIALISTS
HOUSEKEEPING ATTENDANTS
HOSPITAL ADMINISTRATORS
FAMILY PRACTICE PHYSICIANS

CHIEF SURGEONS
ENDOSCOPISTS
3D LAB TECHNOLOGISTS
PACS IT ADMINISTRATOR
OFFICE MANAGERS
INTERNAL MEDICINE PHYSICIANS
CENTRAL SUPPLY TECHNICIANS
HEALTHCARE CENTER OPERATIONS

PATIENT SERVICES
HEALTH EDUCATORS
REGISTERED NURSES
ADMINISTRATIVE SUPERVISORS
CERTIFIED MEDICAL ASSISTANTS
CALL CENTER REPRESENTATIVES
PHYSICIAN ASSISTANTS
AND MORE…

DEFINING AN AUDIENCE

Personas

Knowing more about who you’re designing for brings clarity and alignment. Lextant’s persona development allows us to establish empathy and get to know the consumer, making them a part of the development process. Personas create awareness of factors (e.g., existing attitudes and beliefs) that influence design, development, and messaging. Teams who use personas throughout the process have a clear target from the start and can determine which ideas should move forward based on the consumers’ requirements or desires.

IDENTIFYING TOUCHPOINTS

Journey Maps

Lextant’s unique approach to Customer Journey Mapping seeks to not only understand the current steps, behaviors and painpoints experienced by your customer, but also to identify desired experiences and new touchpoints. Lextant uses a combination of self-documentation, desired experience exercises, and observational research to get the most out of Customer Journey Mapping. These techniques provide the most complete end-to-end map of current and desired customer experiences to guide planning and decision making. These maps create an experiential profile revealing emotions, breakdowns, desires, and key criteria for future experience design for every touchpoint of the brand and every core function of the business from marketing and sales to customer support.

GUIDING DECISIONS

Experience Frameworks

Lextant has pioneered new techniques to discover and design for emotion. Going beyond traditional research techniques to understand the experiences people are having today, these co-creation techniques unlock customer value to fuel innovation for a more ideal future. These consumer-derived Desired Experience Frameworks connect emotions with specific product and service design decisions to ensure solutions are usable, useful, and desirable.

EVALUATING USABILITY

FDA Certification

Performing usability testing, ergonomics evaluations, and human factors studies, Lextant can support phases of the FDA certification process. Using formative concept evaluations Lextant can identify and prioritize usability and user experience issues during product development phases. Prioritized issues and design recommendations eliminate problems early and ensure better user experience outcomes at release. Through summative evaluations Lextant can measure user performance and satisfaction with a system using pre-defined metrics (task performance, emotional resonance, aesthetic, ease of use, etc.) to measure the total user experience and create a risk assessment prior to release.

DESIGNING AN EXPERIENCE

UX Design

When you start with a solid understanding of the user experience, even the most complex system can be easy to use. UXD leverages scientific principles to ensure the best possible impact on people taking full advantage of how people process information, how emotions affect behavior, and how technology can improve experience. With increasing developments in digital healthcare platforms, it’s critical that customer touchpoints deliver the most usable, useful, and desirable experience possible. Lextant’s UX design team can provide research resources to understand customer needs, validate design directions, and understand desired experiences for digital solutions through Task Flows, Information Architectures, Interaction Blueprints, Guidelines and Specifications, Wireframes, and UX Toolkits.