Dr. KAUSHIK MURALI

Abstract

COVID19 resulted in a paradigm shift in patient and staff expectations & behaviour.Consumer Insights from interactions with industry leaders was obtained. Key stakeholder focussed discussion identified patterns relevant to eyecare. Videos ,collaterals & process changes were implemented.

Key insights were “Ramayan Effect”, where patients & staff craved for familiarity. A “Volvo Effect”,on safety seen. Brands perceived to be “doing good” were preferred.Constant communication through physical and digital platforms was necessary.

Net Promoter Score from patients showed high levels of confidence. PHQ score was 1, showing no distress among doctors.

The video demonstrates how consumer insights & learnings from across industries can help increase staff & patient confidence in uncertain times.