Healthcare requires empathy. Early on, we envisioned a product-service mix we called the Contino Integrated Solution that introduces the medical product along with expert support from a network of Contino Trainers and Authorised partner Clinics. This value-adding partner network operates as an incentivised distribution channel, facilitating customer engagement as it promotes improved patient outcomes. Through the whole process, we worked with the leadership team to develop CX strategy, define pricing and operating models, and design/implement initiatives to improve the overall experience for both end customers as well as clinic partners.
Working with our partner Intentions, we ran in-depth interviews to learn how urinary incontinence impacts the mental health of men. We developed strategy and design for both on-site and online experiences, mapping out touchpoints along the customer journey while planning and designing for new ones. The result is a frictionless experience that takes into account the functional needs of the customer with the emotional dimension of health.
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