Customer Need Analysis is crucial to any company by creating a "Customer/Patient Profile" we can understand our client base more closely. An Empathy Map help us acknowledge what our projected Customer Avatar is going through inside: 1. Thinking 2. Seeing 3. Doing and 4. Feeling An Experience Map describes step by step, the journey that a prospect takes from stranger all the way through to loyal repeat and referring customer. It goes in similar in case of Healthcare industry where the Company- Customer relationship is more confidential and related to longevity and healthy living. By drawing these maps, we are enabling ourselves to reach to our patient base more empathetically

1. Blossom Birthing Center
Competent, Compassionate, Caring
Customer Image
Gender: Expecting women & spouse
Age: 20 to 40 years
Income: Middle to high income
group
General behavior:
Willingness to deliver in an
ecosystem that personifies
celebration, prefer brand name of
doctors, experts in critical care and
proactive customer relations and
nursing department. Love knowing
about best practices during
pregnancy
Becoming a parent is the most unique and blissful experience !
Blossom is a unique facility, is inspired by the core belief that
becoming a parent is an experience of a lifetime. Medical care at the
hospital spans but is not limited to Obstetrics (Painless Labor),
Gynecology, Neonatology (Level III NICU), Anaesthesia, General &
Laparoscopic Surgery, Cosmetic Surgeries and Genetic & Foetal
Medicine and newly introduced IVF and stem cell preservation. The
hospital facilitates care for all the stages of a woman's lifespan-birth,
adolescence, motherhood, menopause and beyond. Our patient-
sensitive services are provided in a world-class facility with a
discreetly elegant ambience laden with value-added conveniences.

2. Thinking
Seeing
Doing
Feeling
Empathy Map
• Pregnancy wellness
program
•IVF and cryopreservation
• Reputed birthing center
• Preferably only a mother &
child hospital
• Post natal care
• Reviews about hospital
staff, ambience and
experience
• New-born baby bundles
• Neonatologist on panel
• Nutritional guidance for
mother and baby
• Speculating decisions
• Conscious about birthing
rituals
• Parent counselors and
guides
• Are Neonatology facilities
good in case of emergency
• What about skin care?
• If any other woman-
related complication arises?
•Hospital Visits
• Consultation with
Gynecologist, Family
consultant, Geneticist, IVF
expert, Neonatologist and
Nutritionist
• Package booking for
prenatal I/II/ III trimester

3. Experience Map
• Monthly birthday and baby
showers as per date of birth
• Webinars and tele-consults for
expectant mothers
• Social media accounts to subscribe
to stay updated with upcoming
events & pregnancy or women
health videos
• Talks by nutritionists, yoga trainer
and cosmetologist
We are there for you
• Book an appointment
• Enquiries
• Walk-in Hospital Tour
requests
• Counselling session
• Package booking
• Consult/ plan surgery
or delivery
Reach us
• Dedicated team of CRM
executives to hand hold till
delivery
• Prenatal yoga classes for
mothers
• Monthly parent classes
• Patient connect programs for
surgical or maternity patients
on various topics
Value added services- WOW factor
• Patient to patient
referral program
(referring patient gets
1 consult or nutrition
plan free)
Areas of improvement

4. Educate
• Monthly classes on developmental stages in vitro, post-natal
milestone and developmental classes and play groups
• IVF query and cycle management, genetic profiling and counselling
• Patient education programs/ connect groups
Motivate
• Monthly follow up and reminders
• Call patients who have delivered the previous year to give a real time
feedback to newly enrolled/ booked patients
• Ask them what they need during hospitalization for the feel good
factor
High Five Content
(implementation
that will appear
on website in
next slide)
Challenge
• Initiate mentorship program within the hospital
• Cross train staff for taking care of all types of patients
• Provide best possible pricing to critical cases and doing service for the
society
• For long associated cases or failed IVF cycle, one complimentary cycle

5. • Genetics Testing for chromosomal
disorders
•Tests for congenital disorders
• Dedicated Midwife assistants
• Regular follow-up visits
• Regular Medicine and testing kits for OP
and IPDs
• Vaccination center for infants & kids
• Family counseling, planning, family
medicine
• Parenting classes, prenatal classes
for expectants
• Spa facilities for women
• Physiotherapy and Wellness clinic
• Monthly routine check-up as per
Prenatal & post natal program
• Women’s clinic and Pediatric units
• Book an Appointment
• Monthly patient connect programs
for obstetrics and Gynecology
• Awareness program for congenital
genetic disorders
• 24X7 Emergency services
• Walk-in OPD clinic
• Level III NICU facility
Inclusion Tabs on website