Page 82 - MDS final deliverable

THE JOURNEY SO FAR AND WHAT’S AHEAD
The objective of this project was to identify new customer experiences and business opportunities that would differentiate MDS from its competitors. As a result of the project there are a number of concepts that can collectively shape a new customer experience for MDS participants and their family members. The opportunity now lies in being able to execute a further four initiatives and take them from concepts to implementation in order to realise the ideal MDS customer experience.
It is also worth noting that the ideas have been designed purely from a customer desirability perspective, and are currently concepts. To execute these will require further development of the outputs from a viability and feasibility perspective, which will lead to further innovation of the concepts as well as unpack the detail required for implementation.
Now
IDEATE
The goal is to move here
DISCOVER
DEVELOP
TEST
Shift the Focus to Viability and Feasibility
DEPLOY
Now
Now
Outputs
• 10x Customer insights
• 5x Opportunity and problem areas
Outputs
• 10x medium and long-term
initiatives
• 31 Quick wins
Commercial in confidence
81
Next Level Detail for Implementation for a further four initiatives