Adobe's Future of Health
Reimagining the Future of Consumer Health Journeys
My team facilitated a customer and partner co-creation for health clients to explore the future of consumer health journeys. Leveraging generative AI, automation, intelligent agents, and advanced personalization, this initiative was presented as an Adobe Summit activation booth. Our goal was to showcase how digital transformation, powered by Adobe’s technology stack, is reshaping the future of healthcare journeys.
The Digital Transformation of Healthcare
We wanted to rethink health journeys to address evolving consumer behaviors when seeking health care. While many Americans turn to online sources for self-diagnosis, the need for in-person consultations remains critical. Studies indicate that over 77% of patients conduct online searches to self-educate before reaching out to a healthcare professional. In fact, health-related searches rank as the third most common online activity, with over 220 million Americans seeking medical information before visiting a physician annually.
Additionally, a significant percentage of patients prefer online scheduling due to the efficiency of synching their digital calendars across devices and other apps. This trend highlights the necessity of enhancing access to quality healthcare by integrating scheduling automation and streamlining appointment management. Furthermore, personalizing the digital health experience has become increasingly vital, as patients are now more comfortable sharing health data online in exchange for tailored healthcare experiences. Providing healthcare professionals with more comprehensive patient data upfront not only streamlines office intake but also enables faster, more accurate diagnoses and treatment plans.
We focused on 3 core Jobs To Be Done:
Simplifying Intake
Accelerating Care
Enhancing In-Person Office Visits
Simplifying Intake
The first step in transforming the healthcare experience is to simplify the patient intake process. By streamlining these processes, patients gain access to credible medical insights and can take informed next steps in their healthcare journey.
Enabling patients to research symptoms through a validated medical information directory.
Helping patients find, vet, and schedule appointments with healthcare providers quickly and efficiently.
Accelerating Care
The second key focus was on accelerating care delivery through dynamic scheduling and on-demand access. By integrating these capabilities, we aimed to make healthcare more responsive and accessible, ensuring patients receive timely care.
Allowing patients to identify and book earlier appointments when cancellations occur. Providing access to on-demand remote consultations, enabling patients to see a doctor from the comfort of their homes. Collecting patient feedback through voice-of-customer tools to continuously improve service quality.
Equip healthcare professionals with comprehensive context and detailed insights to streamline office intake and enhance diagnostic efficiency, collecting physiological and symptom data in advance.
Enhancing In-Person Office Visits
The third objective was to optimize the in-person healthcare experience.
Sending appointment reminders. Offering wayfinding assistance with driving directions, in-facility navigation, and digital check-in. These enhancements ensure a seamless transition from online interactions to in-person visits, improving patient convenience and satisfaction.
Industry Impact and Engagement
The Adobe Summit health demo served as a catalyst for deepening industry engagement with Adobe Experience Cloud. It was the first point of contact for numerous large enterprise customers in the health and wellness sector. Notable attendees included representatives from Walgreens, the White House, UnitedHealthcare, and international stakeholders.
The success of this activation booth, alongside other initiatives, resulted in a remarkable 60% increase in engagement compared to the previous year. This growth underscores the healthcare industry's keen interest in leveraging digital solutions to enhance personalized, automated omnichannel patient experiences.
The future of healthcare is being shaped by digital transformation, with personalization and automation playing a crucial role in facilitating seamless, personalized, and efficient consumer health journeys. By integrating the best technology with a patient-first approach, we are enabling a new era of healthcare—one that prioritizes accessibility, efficiency, and patient satisfaction through optimal outcomes.