The value of understanding the customer journey

The value of optimally understanding the customer journey.

As a "Pharmaceutical-Care-as-a-Service" platform, Pharmi performs a lot of research into the optimal customer journey.

The customer journey is a journey that pharmacist and patient take before they start using a digital pharmacist.

A customer journey analysis provides insight into how a customer experiences the journey using a product or service.

Every step one takes - from the search for the service until the use of the digital pharmacy service - creates emotions and experiences, which influence the customer to turn to the digital pharmacist or not.

Companies that are customer journey examples for Pharmi are for example IKEA, Disney and Netflix.

By optimally aligning information from other ecosystems, from our current patient expectations (> 2000 patients) and from our current pharmacist usage experience (> 30), we work diligently towards building the optimal experience of digital pharmacy care.

Figure: what people value most in customer experience.
Source figure: www.pwc.com