Make the Case for Digital Experience

The Essential Case for Enhancing Your Consumer Healthcare Digital Experience 

A superior digital experience is important to engage consumers with your business, educate them about your services and build their long-term loyalty. Ideally, impress them upfront and on an ongoing basis using a user-friendly online interface that is individualized to their needs and interests. 

The Complexities of Digital Experience

The challenge can be finding the right balance between easy access to your portal, website or other digital platform and building in sufficient security features to protect their private personal and health data. Too difficult to sign in, and people will turn elsewhere. Too easy — and you leave yourself open to hacking, ransomware and other cybersecurity threats.

Even with these considerations, if you’re like many healthcare organization leaders, you’ll have to make the case for investment to optimize your consumer digital experience.

Finding the Right Solutions for Your Digital Security Needs

A good strategy is not to go it alone. Find a vendor experienced in user interface technology, online security protections and a trusted track record working with sensitive data. Share the unique aspects of your business with them so they can tailor your digital security measures, even adjusting security measures according to specific risks. For example, a consumer requesting an appointment may not need as much protection as someone requesting access to their latest lab results.

Need guidance on how to get started? Your vendor can support the often conflicting needs of your security and customer service teams, help you select a key customer experience to start, and present your wins to your business executives.

Consider five important steps to building your digital experience business case, explained in detail in the LexisNexis® Risk Solutions Healthcare e-book “Building an Effective Healthcare Digital Experience Business Case”. In five steps, this e-book tells you why and how to:

Learn how much more costly recovering from a cyberattack can be versus arming yourself as much as possible in advance.

You’re in the consumer health business. So keep in mind how all these efforts at building a business case for an optimal digital experience can also translate into improved health outcomes. For example, many healthcare organizations offer online tools to help consumers manage their own health. It’s likely you already have a full roster of these tools, but are they being used to their full advantage?

Another effective tactic for building your business case for a great digital experience is to start small and then build on your success. Don’t try to upgrade your user interface (UI), user experience (UX), security protections and digital communications all at once. You’ll overwhelm your organization and your consumers. Instead, identify areas where you can make a big difference in small ways.