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The CEO of a small hospital chain, MedSpac, has been noticing increasing complaints from patients regarding their in-hospital experience. On initial findings, it was found that these complaints are coming from their primary patient base (25-40 years, pregnant mothers). The CEO wants to identify the problems and improvements areas at the hospitals. He wants to improve the overall patient experience and has kicked off a project with you as a consultant. a. You have been asked to help them better empathize and understand their customers. What are the deliverables you will produce to document this understanding? Describe the content and purpose of these deliverables with short examples. b. Once you have developed a thorough customer understanding, you are expected to present insights and come up with a problem statement for the CEO to approve. Provide the problem statement with supporting insights.
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