2024 NESHCo Annual Conference

Healthcare consumerism has never been more real. People have more care options than ever, and the way they utilize healthcare has evolvedConsider:- The average person splits their healthcare amongst 4-5 healthcare provider brands each year- 58% of Americans reported that they are likely to seek non-emergency care from a retail pharmacy- The average health system has experienced an 11% drop in operating margin vs pre-pandemic levels Consumer behavior has evolved tremendously in recent years, making it even more challenging for healthcare marketers to communicate effectively and build loyalty with their key audiences. Understanding the journey of today's healthcare consumer will provide the insights needed for healthcare marketers to make the impact they aim for. However, journey mapping is more than just understanding the touchpoints and process, in order to design patient-centered experiences, it is important to understand a person's thoughts, emotions, and perceptions throughout their journey. In this session, participants will discover why journey mapping is essential for healthcare marketers. They'll be exposed to real-world examples and engage in hands-on mapping exercises. These activities, designed to be both fun and educational, so that  at the end of the session, participants will be equipped with skills, practical tools and confidence to create insightful journey maps that inform and enhance marketing strategies, ensuring a stronger connection with healthcare consumers. This interactive approach ensures that they not only learn about journey mapping but also gain the ability to apply it effectively in their roles.