Strategic Customer Experience Analysist

ST. STAMFORD MODERN CANCER HOSPITAL VIETNAM

Ultimate Goal: To standardize the entire patient care and reception process, ensuring every touchpoint is seamless, professional, and comprehensive in both data accuracy and emotional support.

 

Business Statement

Model: “The Seamless Healthcare Corridor” The Vietnam branch serves not merely as a consultancy office but as a strategic coordination hub.

The core mission is to establish a standardized reception process that facilitates the smooth transfer of medical records from Vietnam to China. We create a journey where patients experience continuous, uninterrupted care from their first consultation in Vietnam to the completion of their treatment in Guangzhou.

 

Problem Statement

Operational “Friction” Due to Human Dependency Currently, the care and reception process lacks “smoothness” because:

• Lack of Synchronization: The reception process relies heavily on the individual skills and memory of Sales/Consultancy staff. Information is fragmented across Zalo and personal notes, leading to “gaps” in care during staff transitions.

• Data Bottlenecks: Manual collection of medical records slows down the diagnostic timeline, creating anxiety-inducing “silent periods” for patients awaiting feedback.

• Incomplete Experience: Patients are forced to repeat information to different departments, which diminishes the professional prestige of an international hospital.

 

 

Pain Points (Friction to be Resolved)

 

Digital Touchpoints: Solutions for Smoothness & Completeness

To achieve standardization, we focus on three digital pillars:

Customer Journey Map

 

Completed Results

This is the finalized UI for of the web’s product page. The page includes all necessary elements and illustrations to help customers understand the product.

• Process: T100% seamless reception; zero information discrepancy between departments.
• Data: Absolute data perfection; reducing diagnosis waiting time by 50%.
• Human Resources: Staff dedicate 100% of their energy to emotional support and treatment pathways.
• Experience: Patients feel continuously cared for without abandonment or repetitive friction.

 

 

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