Philips Healthcare

Philips Healthcare is active in the market for medical equipment. A market where service is highly important, since it is all about human healthcare. As part of the global transition to a more service-oriented strategy, a team of IRP Delft was asked to perform a Customer Journey Mapping in Argentina. Next to investigating the entire customer experience – from marketing to installation, to service and renewal – the project also included workshops for the office to kick-start the change.