WINNER!

THE WEB MARKETING ASSOCIATION IS PROUD TO PRESENT THIS 2016 MOBILEWEBAWARD FOR OUTSTANDING ACHIEVEMENT IN MOBILE DEVELOPMENT

To: Geisinger Health System / Red Privet, LLC

For: Geisinger’s ProvenExperience App

Award: Best Health Care Mobile Application

Click here to see entry creative

About the Entry

Geisinger’s ProvenExperience app offers patients an opportunity to provide feedback on their experience and request a full out-of-pocket refund if dissatisfied for any reason — even a poor experience in the waiting room. The goal of this ‘first-of-its kind’ healthcare app is to process refund requests in the greater context of patient feedback — helping Geisinger uncover opportunities to improve their patient’s experience.

Refunds are a new concept in healthcare. That’s why initially we worked to understand the patient’s attitudes and values when it came to requesting money back. Using intercept surveys in waiting rooms to test the concept with real patients in the context of a real healthcare experience, we gained insights into the overall program and app design to make the app feel less transactional in nature. The design focused on making refund requests clear, but most importantly the research informed the program, making it a more all-encompassing patient experience measurement tool. The app now provides patients with a compassionate vehicle to discuss their experience. The mobile app’s tone, interactions, features and functions were built with this goal in mind.

The ProvenExperience app does much more than just refund dissatisfied patients. It gives both satisfied and dissatisfied patients a voice in the healthcare experience and an opportunity to submit feedback, providing critical insights to help mold and improve Geisinger’s patient experience.

In November 2015, U.S. News & World Report called the ProvenExperience app “the latest, and perhaps most radical, innovation of a system recognized for continually reinventing medical care.”

 

	Geisinger ProvenExperience Team
	Red Privet, LLC