What Healthcare can Learn from Financial Services about Digital Experiences

or many, finding an in-network doctor or booking an appointment feels like navigating a maze. There’s no clear path to get the information that matters, and numerous roadblocks can get in the way.Online resources published by health systems and payers are often out of date, and despite advances made during the pandemic to transform the online accessibility of healthcare providers, the process of finding care is often frustrating and unsatisfying.In fact, according to a survey of more than 7,600 consumers across five countries, just 32% of consumers are satisfied with the digital experiences offered by healthcare organizations. But if so few are happy, what can health systems do to improve? Perhaps they can learn a lesson from the financial services sector, which has learned to think more holistically about customer journeys, and respondents ranked 26 points higher in the same survey.