Nuffield Health strategic research & innovation framework

Established in 1957, Nuffield Health is the United Kingdom's largest healthcare charity. When we were approached, Nuffield Health was facing challenges in effectively communicating the value proposition of their Self Pay healthcare services to potential customers, and needed to understand how digital innovation could play a part. Additionally, the organisation's different business verticals were seen to be operating in silos, resulting in a fragmented customer experience across multiple touch points.

Our primary goal was to develop an customer proposition and set of initiatives that would make Nuffield Health's Self Pay services more widely recognised and valued, particularly among potential customers unaware of their healthcare solutions who would normally struggle under the NHS.

This involved gaining a comprehensive understanding of the existing customer experience, identifying friction points inside and outside the organisation, then exploring opportunities for improvement.

Additionally, Nuffield Health recognised the need to bridge the gaps between their various service and operational verticals, such as it’s gyms, healthcare prevention and post-surgical rehabilitation.

By fostering better integration and collaboration among these verticals, the goal was to create a cohesive and streamlined customer journey. This necessitated a holistic analysis of the business operations, customer insights, and potential synergies across different service areas.