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EXPERIENCE MAP
Establishing the users experience at specific points where the company can influence the experience and deliver on brand promise is imperative to ensure 'building it, and they will come' is the true reality. Understanding the moments of truth enable assessment of what a user is thinking, feeling, and what would ignite or delight them to take the next desired step. The moment of truth experience element is heightened in an MVP delivery model. This illustration is an 8 foot wall print out that hangs outside the lobby for all employees to see upon entering the office.

Highlighted sections are clickable to view details:
Physician Story
1. Physician Story
2. Mission & Philosophy
3. Archetype
4. Principles
5. Roadmap
6. Journe & Empathy Map Key
7. Moments of Truth
8. Deliverables
9. Empathy

Physician Story
Once Upon A Time...
Physician was a noble profession that children aspired to become. A means to living a very comfortable life style whild servings others. Physicians were beloved by their patients and often provided generational care to families. And the somewhere along the way, things changed. Physicians were spending less time on patients, doing the work they loved, and spending more time becoming business, pharmaceutical, insurance, adn technology experts having to manage and coodinate data and care. Overtime, regulation adn compliance requirements took more time away from serving patients and physicians began spending personal time just trying to keep up. i
And when the internet arrived, attitudes, expectations, and loyalties towards physicians shifted and as patients became willing to seek virtual and global care and expected cheaper healthcare. Patients gained a new sense of medical expertise and demanded rights and ownership of their information and care, relying on 'Dr Google' adn social networks for expertise. the heathcare ecosystem increasingly shifts accountability on the physician and data supporting diagnosis, treatment, and billing is an added and exhausting burdent.
Data is critical in making coordinated care decisions and enabling accurate billing, and the same data required for care provision is also used to assess and defend physician decision and judge the quality of care. As the joy of work is being extinguished. Physicians are selling out to large managed care systems as a last gasp effort. And then came along Altias, which is where our story begins...
Sets the context of the physicians that will engage and interact with the digital products and services. The intent is to connect the product, marketing, engineering, and support teams to to people and drive understanding that digital solutions and services only exist to support the physicians experience.
Mission & Philosophy
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The mission provides the north star and enables all employees to align daily activity and challenging our thinking and behavior to move toward the mission. The philosophy is a critical component when building digital products and solutions as it is easy to get focused on the development and losing sight on what the development must enable. We felt it important to keep this front in center for consideration and contemplation when planning, creating, testing, deploying, and supporting the products and services.
Roadmap
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Aligning the product and service roadmap enabled planning to build key experiences into the SDLC (software development life cycle) and GtM (Go-to-Market) strategies. The goal being ensuring igniting and delighting users at every point of engagement with the company and it's product and services. In addition, consistently and reliably meet delivery on brand standards.
Map Key


Outlines the 8 moments of truth, where a physician engages with the Altais brand and how Altais will optimize each moment to support the journey from awareness and interest to loyal customer and business partner.
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Moment of Truth
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One example representing the first of eight moments of truth that move a physician from aware and interest in Altais to loyal customer and business partner. A process descriptor and key delivery activities that occur are highlighted to support planning that will drive a delightful experience and compel the physician to move the next moment of truth.
Deliverables
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Prioritized activities and content that will create a sense of delight and differentiate between competitors. Outlining in this way enables deep integration of the experience into the product and service delivery life cycle process to ensure the items are in place and ready to go as part of the product go-live determination. Color coding denotes the absolute minimum requirement readiness.
Empathy
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Connecting with the physicians thinking and feeling at each moment of truth allows for planning strategies that build confidence and pave a path for trusted and respected relationship. Identifying points to delight and ignite action are key drivers to progressing to the next moment of truth. All activities are checked against these empathy points to ensure maximizing the physician experience.
Archetype
Map Key
Roadmap
Moment of Truth
Deliverables
Empathy
Physician Story
Mission
Principles

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