Elsan

Context of the mission

We helped this senior care player to fully rethink their hospitality experience on senior living places to increase host satisfaction.

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Objectives

- Establish a clear stakeholders map related to patient experience and patient satisfaction

- Create the main digital touchpoints needed for patients for food service

- Build a digital product that serves as a hospitality companions

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Methodologies & deliverables

- User research and field research

- Data flow from patient across all Elsan sites

- Creating a framework of patients

- Workshop sessions with operators, client and internal SME’s

- Service Blueprint for the “to-be” digital hospitality service

- Deployment roadmap

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Results and achievements

- Win the RFP for Elsan ( multiyear XX m€ contract) catering and cleaning services

- Joint launch of the this digital hospitality companion

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