3. Aurora Health Care
Aurora Health Care is on a mission to help people live well.
This leading not-for-profit health care provider includes:
● 15 hospitals
● 70 pharmacies
● 150+ clinics
5. Strategy
1 2 3
Personalize
messaging for
each segmented
patient group
Identify pain
points in the digital
patient journey
Understand
different market
segments
Delight and surprise consumers with innovative communication
that enhances their care and wellness journey
6. It is essential to get communication right:
the right place, right channel, right device,
right information, right message, right
frequency and the right timing
8. Why an insight
community?
● Offers immediate insight
● Informs segmentation
● Creates a patient-centric culture
● Drives business strategy
● Engages internal stakeholders
and community members alike
9. Use case:
myAurora
patient portal
● Helped prioritize messaging
● Gauged user reactions to
potential enhancements
● Drove conversations with
internal stakeholders
10. Measuring success
36%
increase in myAurora
appointments
34%
increase in patient
engagement
40%
increase in website
engagement
23%
patients enrolled in the portal
11. Leveraging
the value of
relationships
● Increased the profile of research
for CX initiatives
● Data informed CRM strategy
● Key to introducing new products
and services to market
● Influenced the launch of an
employee insight community
12. Recognize there is not a one-size-fits-all user journey
Engage stakeholders early and often with actionable data
Be a strategic partner with your CX stakeholders
Socialize the value of the community
Key takeaways
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