How communicating complex process improves customer experience

Photo Credit: imgflip

The experience

Tell me if this has happened to you recently (or ever)

“What do you want to do?”

My comments, I knew what I wanted to do at this hospital, I knew I’d ask someone at the counter so that I’d know the first thing to do. But, the pleasant surprise was that I was approached and asked first.

I answered, “Bla, bla, bla. Some hospital stuff…”

Then she explained to me really quickly: what to do, where to get it done and what to do after that. This explanation had metadata like: whom to talk to, how long each procedure will take, directions around the hospital.

Conclusion

Limi hospital showed me that having a process that is communicated simply, especially in moments of confusion and uncertainty improves the customer’s experience.

Snaps of Limi Hospital Abuja Interior Décor and Printed assets

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Product design freestyles and commentary on being a creator. odafe41.com

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