Mediq is a healthcare company committed to providing care for patients with chronic diseases across Europe. Their vision is to be the leading partner for improving outcomes and affordability of care for patients with chronic conditions. They have a strong position in several European countries providing products and services for conditions like diabetes, wound care, incontinence, and more. Mediq aims to assist patients throughout their healthcare journey, from initial diagnosis to ongoing treatment and management of their condition.

1. 1
Customer experience in de
gezondheidszorg
Each day we make an effort to provide
even better and affordable care
24 January 2018

2. 2
Our vision
Committed to your care
Our mission: We are a trusted
partner in healthcare helping people
to live their lives to the fullest potential
Our vision: Be the partner of
choice to improve the outcomes
and affordability of care for people
living with chronic diseases
Our ambition: Be the leading European Institutional &
direct-to-patient player for patients with chronic diseases

3. 33
Mediq nowadays
Mediq has a
strong
European
position
in Institutional &
direct-to-patient

4. 4
Focus on chronic disease management
Product market combinations
NL DK DE HU NO
Ostomy ● ● ● ●
Diabetes ● ● ●
Wound care ● ● ● ● ●
Incontinence ● ● ● ● ●
Respiratory care ● ●
Infusion therapy ● ●
Enteral nutrition ● ● ● ●
Specialized
pharmaceuticals
● ●

5. 55

6. 6
Mediq’s position in the value chain
Prescribers
Mediq
Mediq
Primary care
Institutions
Pharma / medical
manufacturers
Patients
(& relatives)
Payors

7. 7
Phases in Customer experience, compared
Consideration Purchase RetentionAwareness
Customer experience (retail)
Mediq Patient Customer experience (healthcare)
RECEIVE (TREATMENT)CHOOSEDIAGNOSE
Seek Consult Diagnose Select Order Deliver Track Evaluate
Adjust/
intervene

8. 8
Getrouwd | 57
‘ Ik wil alleen van
mijn arts horen wat
er met mij aan de
hand is en wat ik
moet doen. Verder
gaat het niemand wat
aan.’
Kreeg in
augustus de
diagnose
diabetis
type 1 (de
‘zware’
vorm)
Patient persona
Mediq’s likes Tom to:
Tom’s needs:
• Info (for wife Joke)
• Simple order process
• Fast delivery, incl. track &
trace
• Fast and expert answers
to questions
• Freedom of choice related
to products
• Order timely and online
• Remain faithful to therapy
• Live as long as possible
• Be positive about Mediq
• Allow to gather data

9. 9
Mediq should assist Patient throughout
customer experience…
Example: Features of to-be customer journey for diabetes treatment
Seeks for
information on
symptoms and
search for help
Consults a doctor
Selects treatment in
consultation with prescriber
Finds out height of
compensation and
sends order Chooses
delivery time
and receives
supplies
next day
Tracks own
health with user-
friendly app
Discusses results with
doctor when necessary
Decides on
next steps
Searches for symptoms and
recognizes signs of diabetes
Looks at relevant product information,
orders and declares within a few clicks
Tracks own health through
connected dashboards
RECEIVECHOOSEDIAGNOSE
Seek Consult Diagnose Select Order Deliver Track Evaluate
Adjust/
intervene

10. 10

11. 11

12. 12

13. 13
Receive diagnose and
seeks more info on
treatment options
Selects treatment in
consultation with prescriber
Finds out height of
compensation and
sends order Chooses
delivery time
and receives
supplies
next day
Tracks own
health with user-
friendly app
Discusses results with
doctor when necessary
Decides on
next steps
Looks at relevant product information,
orders and declares within a few clicks
Tracks own health through
connected dashboards
RECEIVECHOOSE
Select Order Deliver Track Evaluate
Adjust/
intervene
Seeks for
information on
symptoms and
search for help
Consults a doctor
Searches for symptoms and
recognizes signs of diabetes
DIAGNOSE
Seek Consult Diagnose
Mediq should assist Patient throughout
customer experience …
Example: Features of to-be customer journey for diabetes treatment

14. 14

15. 15
Seeks for
information on
symptoms and
search for help
Consults a doctor
Receive
diagnose
and seeks
more info
on
treatment
options
Selects treatment in
consultation with prescriber
Finds out height of
compensation and
sends order Chooses
delivery time
and receives
supplies
next day
Tracks own
health with user-
friendly app
Discusses results with
doctor when necessary
Decides on
next steps
Searches for symptoms and
recognizes signs of diabetes
Looks at relevant product information,
orders and declares within a few clicks
Tracks own health through
connected dashboards
RECEIVECHOOSEDIAGNOSE
Seek Consult Diagnose Select Order Deliver Track Evaluate
Adjust/
intervene
Mediq should assist Patient throughout
customer experience …
Example: Features of to-be customer journey for diabetes treatment

16. 16

17. 17
Seeks for
information on
symptoms and
search for help
Consults a doctor
Receive diagnose and
seeks more info on
treatment options
Selects treatment in
consultation with prescriber
Finds out height of
compensation and
sends order Chooses
delivery time
and receives
supplies
next day
Tracks own
health with user-
friendly app
Discusses results with
doctor when necessary
Decides on
next steps
Searches for symptoms and
recognizes signs of diabetes
Looks at relevant product information,
orders and declares within a few clicks
Tracks own health through
connected dashboards
RECEIVECHOOSEDIAGNOSE
Seek Consult Diagnose Select Order Deliver Track Evaluate
Adjust/
intervene
Patient, Prescriber,
B2B platforms
Connected care
Platform
Content & Coaching
platform
1 23
Mediq should assist Patient throughout
customer experience …
Example: Features of to-be customer journey for diabetes treatment

18. 18
The future of Mediq

19. Thanks for your attention!
Voor vragen:
pieter.both@mediq.com