Customer journey of future parents 2 – Improving hospitality within the process of childbirth
Bison code: L.28174
You will map the customer journey of the (future) parent, on behalf of Salland Birth Care. You will do this from the perspective of at least 4 personas, for example:
- a teenage mother
- a pregnant woman who gives birth to a child in the incubator ward in the hospital
- and two other personas of your own choice.
You will carry out this customer journey for at least 2 midwifery practices, the obstetrics department of the Deventer Hospital, the neonatology department, and Naviva maternity care. The customer journey produces an advisory report containing concrete improvement actions for Salland Birth Care. In addition to the advisory report, you will work out one intervention (professional product) to improve birth care. The Salland Birth Council will guide and support you in the implementation of this intervention in the form of a pilot. You will present the results of the advisory report and the pilot carried out to the board of Salland Birth Care and various maternity care organizations, to make employees aware of the points for improvement from a hospitality perspective.