Case Study: WS Audiology shortens patient delays with Gold Research journey mapping and research

WS Audiology uncovers 7-year hearing aid delay with Greenbook

The customer, WS Audiology, a global hearing-health company, faced the challenge of patients delaying the adoption of hearing aids for an average of seven years, which severely impacted their quality of life. To understand why and identify the specific touchpoints causing these delays, WS Audiology engaged the vendor Greenbook and its research partner, Gold Research Inc., for a patient journey mapping and research project.

The solution implemented by Greenbook and Gold Research Inc. involved a two-phase qualitative approach that uniquely included family members in the research. This process uncovered key barriers, such as stigma, and provided a clear patient-journey roadmap. The results enabled WS Audiology to reshape its marketing and operations, leading to more effective patient flows and uncovering millions in recoverable revenue leakages.

WS Audiology