Providence Proves the Value of Improving Customer Experience
How the Providence app drove nearly $50 million in measurable value in two years.
// By Jane Weber Brubaker //
As consumers, we know from personal experience how hard it can be to find and get care when we need it. Who, what, when, where, and why — the “Five Ws” guiding journalism — might also be applied to finding and accessing care: Who should I see? What are my symptoms? When can I see someone? Where should I go? Why should I choose your organization?
Karina Jennings, vice president, marketing strategy, Digital Innovation Group at Providence
Providence, headquartered in the Seattle area and operating in seven western and southwestern states, aspires to be the best at helping consumers find answers to these questions. Its mission statement is: Know me, care for me, ease my way.
“The easier it is to find care, then access care and connect with providers, the more likely we’re going to have increased loyalty from patients,” says Karina Jennings, vice president, marketing strategy, Digital Innovation Group at Providence.
One way Providence makes it easier is through the Providence app, powered by Praia Health™, an identity and experience orchestration platform developed by the Providence Digital Innovation Group (DIG) and spun out in April 2024.
A key feature of Praia Health is its patented “Secure Patient Identity” (SPI) services. Once a user is authenticated, the SPI powers a seamless, logged-in experience for patients and users who are not yet patients across multiple point solutions.
Andy Chu, senior vice president, product and technology at Providence Digital Innovation Group
“SPI is the uber identity for that [person] from our lens,” says Andy Chu, senior vice president, product and technology at DIG.
This innovation contributes to measurable financial results. Read on to learn how the Providence app powered by Praia Health drove $26 million in attributed revenue and an additional $22 million in operational efficiencies over a two-year period from 2022 through 2023.
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