Company: Koos Service Design

Client: Eurocross Assistance

Country: The Netherlands

A patient portal that gives reassurance when facing medical assistance abroad

Imagine you are on holiday with your loved ones and all of a sudden an accident happens. You are in need of medical help in a foreign country, a highly stressful and emotional situation in an unfamiliar environment. So what do you do?

As a Dutch emergency healthcare response centre that provides worldwide medical assistance to over 40.000 patients every year, Eurocross wanted to make sure they are the ones being relied on. From assessing their medical situation to arranging the payment of their treatment and even transporting them back home when needed. All of this, while making sure the patients are in control and trust the process. And, on the other hand, ensure that the people on the other side of the line have the right direction to give and conditions to give full attention to each situation in the peak of the holiday season.

With that goal in mind, we collaborated on improving the patient experience, streamlining the process of seeking medical help in foreign countries, and providing a user-friendly platform for both patients and healthcare providers.

Our approach involved using quantitative data and conducting contextual interviews and user tests to previous patients to understand the needs, pain points, and expectations of patients and healthcare providers. After diving into customer insights, and employing specific design tools, methods, and processes, such as journey mapping and usability testing, to ensure a deep understanding of user needs, we iteratively developed the digital portal based on user feedback.

Setting up a digital patient portal to support Eurocross’ services, provides patients a way to stay up-to-date about the status of their case file. By digitising the system, we optimised the already high scored customer experience by reducing 23% of the time spent and stress caused by it.

How? The patient dossier allows more transparent and faster operation, mitigating the communication overload, by creating a single source of truth.