To answer this question, the team embarked on a digital strategy engagement resulting in a five-year digital roadmap that would drive everything from the initial website redesign to future digital developments needed to deliver on St. Luke's transformational vision.
The strategy effort started with a deep discovery. We interviewed everyone from the Chief Medical Officer and Chief Transformation Officer to physicians, administrative and support staff. We took a deep dive into the analytics of the current digital experience and reviewed the digital experiences of leading healthcare organizations around the world.
And, most critically, we undertook deep research with actual St. Luke's patients around the state, including interviews and co-creation exercises.
The research participants covered the gamut of St. Luke's community, from healthy twenty-somethings with a sense of invincibility to patients with long-term chronic conditions who may have had more expertise in navigating the healthcare system than many healthcare professionals.