Our client provides a non-invasive & medication-free solution for depression, addiction and mental health conditions and have clinics all across the UK. Despite being well known in the US and Europe, the treatment is still relatively unknown in the UK. In order to increase awareness and look for areas to improve the patient onboarding and overall experience, we were asked to create key personas for their addiction, depression and OCD patient groups, as well as identify improvements to the overall patient journey and experience.
Over a period of 6 weeks, we interviewed all staff that had primary contact with patients; conducted on site visits in order to understand the physical impact of getting to the clinics (a key consideration for patients with anxiety); we also conducted an anonymous online survey for past patients. In addition, we conducted desktop research into patient behaviours, alternative therapies, common treatment paths and collated a number of insights from published patient stories.
Once a picture started to emerge, we shared working versions of all personas and journey maps with the client in order to align all stakeholders on the output as it developed, as well as providing regular weekly project updates and surfacing insights as they came to light.