Imagine that you have to buy a wheelchair because you met with a minor accident. The cost of a wheelchair is not meager and maintaining it properly adds to the expenses. Once you get well, what do you do with that wheelchair? It either gets stored in a loft where it rusts or you give it to someone who needs it – without properly disinfecting it.
People make decisions to avail home healthcare services without the proper information at hand- often leading to discomfort for the patients that may result in more serious consequences in time.
Service Idea: Can we use technology to provide a solution in the home health-care industry in India - in which vendors can sell or rent equipment to people - facilitating access to a larger database of items from one place, providing important information to enable decision-making and thereby reducing time to search, costs of care, and assure quality of the service?
Mapping the customer experience on a linear flow helped identify the expectations, disappointments and opportunity areas within the industry at various stages of the customer's journey. The designed map gave the business owners a 'visual' way to analyse and deliberate on their business plans.
Emotions such as anxiety, stress, confusion and anger were also indicated using colours so that each step can be understood in the context of the customers' feelings and not just their activities.
Once business decisions were taken, a blueprint was created to visually represent the success state of the customer's experience. The big challenge of discovering the business model that will work in this industry was supported with the help of this blueprint.
The outcome of this resulted in one business getting started but also many more ideas:
1. Help sell and rent medical equipment to a wider customer base
2. Repair used equipment and sell it to make it affordable
3. Help connect skilled caregivers with needy patients
4. Train people to become skilled caregivers
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