The Challenge
SMART TMS were challenged with fully understanding patient wants and needs. They wanted to get insight into the drivers that inspire potential patients to take action. SMART TMS wanted to improve the patient experience, optimising their physical and digital presence through the patient journey.
The Solution
We helped Smart TMS (a non-invasive solutions provider for depression, addiction and mental health conditions), improve their patient experience through a combination of strategic design thinking processes and direct patient & consultant research.
We developed a comprehensive discovery report detailing key findings, themes and opportunities and we designed an end-to-end patient journey map to show where improvements could be made both physically and digitally during the lifecycle of the patient experience.
In addition, we designed hi-fidelity patient personas that included demographic, sociographic, psychographic and ethnographic content to help Smart TMS understand and react to their patient needs more impactfully.
These personas were used to inform highly targeted paid social media campaigns for lead generation and retargeting. Ad creatives and video assets could be adapted to meet the goals and motivations of target specific audiences, reinforcing patient outcomes and successes.
Results
By using detailed patient personas and evaluating the patient journey, we helped Smart TMS to deploy a patient-centric social media marketing strategy, which resulted in:
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