Aurora Health Care

Replacing one size fits all with a personalized patient experience

40% improvement in website engagement

34% increase in volume for their patient portal

36% increase in MyAurora appointments

overview

Aurora Health Care was frustrated with not having agile access to quality insight to keep pace with the speed of business decisions. They launched Aurora Health Share to get ongoing insight and create a seamless end-to-end patient journey.

Fast Facts

Industry:

Health Care

Role:

Marketers

Customer Experience

Insights professionals

Product Managers

Use case:

Customer experience

Marketing effectiveness

Business Outcome:

Improve customer satisfaction

Drive revenue growth

De-risk decisions

Business Challenge

The health care industry is now more patient-centric than ever. To deliver on its culture of us vision, Aurora Health Care needed a way to incorporate the voice of the patient into new communications and patient experience initiatives that would exceed consumer expectations.

Solution

They launched Aurora Health Share back in 2014 which initially focused on improving marketing communications. This opened the door to more ideation and strategic impact, driving product innovation, brand and culture.

They’re able to get ongoing feedback, from an opted-in, deeply profiled, HIPPA compliant group of close to 5,000 primary care patients for iterative, ongoing feedback and a quick pulse on what consumers are saying. Continual patient feedback over the past four years has enabled Darrell Beneker, Director of Consumer Insights, and his team to understand challenges, validate messaging, and promote products and services while shortening the feedback loop.

40% improvement in website engagement

34% increase in volume for their patient portal

36% increase in MyAurora appointments

What we love about our patient community is the immediacy. We are able to quickly get a pulse of what consumers are saying. It has helped us put the consumer at the center of all our decisions.

-Anne Martino, VP Consumer Engagement, Aurora Health Care

What this boils down to is the need to get communication right and drop the one-size-fits-all experience. We want to focus on getting communication to the right place, channel, device, information, message, frequency, and timing.

-Darrell Beneker, Director of Consumer Insights, Aurora Health Care

Learn how other companies are using Vision Critical's customer insights platform

Prudential Singapore has been serving the financial and protection needs of Singaporeans for 86 ...

LEARN MORE

Priority Health, an award-winning health insurance plan provider, leveraged the Vision Critical ...

LEARN MORE

VIDEO

UnityPoint Health is a network of hospitals, clinics and home care services in Iowa, Illinois, and ...

LEARN MORE

Learn how you can tap into the voice of your patients to drive better care and more effecting marketing strategies.

GET A DEMO