{"id":2264,"date":"2026-04-29T12:13:04","date_gmt":"2026-04-29T10:13:04","guid":{"rendered":"https:\/\/www.saltostrategies.com\/?post_type=portfolio&p=2264"},"modified":"2026-04-29T12:16:21","modified_gmt":"2026-04-29T10:16:21","slug":"optegra","status":"publish","type":"portfolio","link":"https:\/\/www.saltostrategies.com\/pl\/case\/optegra\/","title":{"rendered":"Optegra – Patient Experience"},"content":{"rendered":"

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Customer Experience<\/div>\n\t\t\t\n\t\t\t
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Optegra<\/h4>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\t\t
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Dla Optegra, lidera laserowej korekcji wzroku w Polsce, Wielkiej Brytanii i Czechach, pomogli\u015bmy zbudowa\u0107 przewag\u0119 konkurencyjn\u0105 opart\u0105 na jako\u015bci do\u015bwiadcze\u0144 pacjent\u00f3w. Projekt prze\u0142o\u017cy\u0142 potrzeby pacjent\u00f3w i pracownik\u00f3w na konkretne usprawnienia biznesowe – od standard\u00f3w obs\u0142ugi po nowe rozwi\u0105zania wspieraj\u0105ce satysfakcj\u0119, lojalno\u015b\u0107 i rekomendacje.<\/p>\n\t\t<\/div>\n\t\t[\/vc_column][\/vc_row][\/vc_section][vc_row css=”.vc_custom_1752653569018{margin-top: 90px !important;}” woodmart_css_id=”68775efd47b4b” responsive_spacing=”eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2ODc3NWVmZDQ3YjRiIiwic2hvcnRjb2RlIjoidmNfcm93IiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnt9fX0=” mobile_bg_img_hidden=”no” tablet_bg_img_hidden=”no” woodmart_parallax=”0″ woodmart_gradient_switch=”no” woodmart_box_shadow=”no” wd_z_index=”no” woodmart_disable_overflow=”0″ row_reverse_mobile=”0″ row_reverse_tablet=”0″][vc_column]\t\t

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Wyzwanie<\/h4>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t[\/vc_column][vc_column width=”2\/3″]\t\t
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Optegra<\/b> to mi\u0119dzynarodowa sie\u0107 klinik okulistycznych specjalizuj\u0105cych si\u0119 w <\/span>laserowej korekcji wad wzroku<\/b>, kt\u00f3ra zajmuje pozycj\u0119 lidera na rynkach w <\/span>Polsce, Wielkiej Brytanii oraz Czechach<\/b>. W obliczu coraz wi\u0119kszej konkurencji w sektorze medycznym, sama <\/span>wysoka jako\u015b\u0107 us\u0142ug<\/b> przestaje by\u0107 wystarczaj\u0105cym wyr\u00f3\u017cnikiem. Aby zapewni\u0107 <\/span>przewag\u0119 konkurencyjn\u0105<\/b>, konieczne jest budowanie <\/span>unikalnych do\u015bwiadcze\u0144 pacjent\u00f3w<\/b> na ka\u017cdym etapie ich kontaktu z klinik\u0105.<\/span><\/p>\n

W ramach wsp\u00f3\u0142pracy z <\/span>Optegra<\/b> naszym celem by\u0142o <\/span>g\u0142\u0119bokie zrozumienie oczekiwa\u0144 i rzeczywistych do\u015bwiadcze\u0144 pacjent\u00f3w<\/b>, a nast\u0119pnie zaprojektowanie <\/span>sp\u00f3jnego standardu obs\u0142ugi<\/b>, kt\u00f3ry nie tylko podniesie poziom satysfakcji pacjent\u00f3w, ale sprawi, \u017ce stan\u0105 si\u0119 oni aktywnymi promotorami marki.<\/span><\/p>\n\t\t<\/div>\n\t\t[\/vc_column][\/vc_row][vc_row gap=”5″ css=”.vc_custom_1752652775159{margin-top: 50px !important;}” woodmart_css_id=”68775be4b0993″ responsive_spacing=”eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2ODc3NWJlNGIwOTkzIiwic2hvcnRjb2RlIjoidmNfcm93IiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnt9fX0=” mobile_bg_img_hidden=”no” tablet_bg_img_hidden=”no” woodmart_parallax=”0″ woodmart_gradient_switch=”no” woodmart_box_shadow=”no” wd_z_index=”no” woodmart_disable_overflow=”0″ row_reverse_mobile=”0″ row_reverse_tablet=”0″][vc_column width=”1\/2″]\t\t

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Podej\u015bcie<\/h4>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t[\/vc_column][vc_column width=”2\/3″]\t\t
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W projekcie zastosowali\u015bmy metodologie <\/span>Human-Centered Design oraz Service Design<\/b>, wspieraj\u0105c si\u0119 <\/span>autorskimi narz\u0119dziami badawczymi i analitycznymi<\/b>. Kluczowe by\u0142o <\/span>dog\u0142\u0119bne poznanie potrzeb pacjent\u00f3w<\/b> oraz ich rzeczywistych do\u015bwiadcze\u0144 <\/span>na ka\u017cdym etapie kontaktu z klinik\u0105<\/b> \u2013 od pierwszego wyszukiwania informacji, poprzez wizyt\u0119 w plac\u00f3wce, a\u017c po opiek\u0119 posprzeda\u017cow\u0105 i dalsze interakcje z mark\u0105.<\/span><\/p>\n

Zdawali\u015bmy sobie spraw\u0119, \u017ce <\/span>satysfakcja pacjent\u00f3w jest bezpo\u015brednio powi\u0105zana z satysfakcj\u0105 pracownik\u00f3w<\/b>, dlatego przeprowadzili\u015bmy <\/span>badania dotycz\u0105ce ich potrzeb<\/b>, a tak\u017ce zweryfikowali\u015bmy <\/span>wewn\u0119trzne narz\u0119dzia i procesy<\/b>, kt\u00f3re wp\u0142ywaj\u0105 na jako\u015b\u0107 obs\u0142ugi pacjenta.<\/span><\/p>\n

Aby uzyska\u0107 pe\u0142niejszy obraz sytuacji:<\/span><\/p>\n

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  • Zweryfikowali\u015bmy<\/b> narz\u0119dzia do oceny do\u015bwiadcze\u0144 pacjent\u00f3w, w tym <\/span>badanie NPS<\/b>,<\/span><\/li>\n
  • Wsp\u00f3lnie z zespo\u0142em projektowym<\/b> opracowali\u015bmy <\/span>setki pomys\u0142\u00f3w na usprawnienia<\/b> \u2013 od prostych \u201equick wins\u201d po bardziej zaawansowane rozwi\u0105zania systemowe,<\/span><\/li>\n
  • Przy u\u017cyciu autorskich narz\u0119dzi<\/b> dokonali\u015bmy selekcji i <\/span>priorytetyzacji kluczowych problem\u00f3w i rozwi\u0105za\u0144<\/b>,<\/span><\/li>\n
  • Si\u0119gn\u0119li\u015bmy do benchmark\u00f3w i case studies<\/b> z ca\u0142ego \u015bwiata, analizuj\u0105c najlepsze praktyki w obszarze obs\u0142ugi pacjenta,<\/span><\/li>\n<\/ul>\n

    Wykorzystali\u015bmy analogie z innych bran\u017c<\/b>, aby dostarczy\u0107 inspiracje i innowacyjne podej\u015bcie do procesu projektowania do\u015bwiadcze\u0144<\/span><\/p>\n\t\t<\/div>\n\t\t[\/vc_column][\/vc_row][vc_row css=”.vc_custom_1753357927809{margin-top: 70px !important;}” woodmart_css_id=”68821e655d277″ responsive_spacing=”eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2ODgyMWU2NTVkMjc3Iiwic2hvcnRjb2RlIjoidmNfcm93IiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnsibWFyZ2luLXRvcCI6IjUwcHgifX19″ mobile_bg_img_hidden=”no” tablet_bg_img_hidden=”no” woodmart_parallax=”0″ woodmart_gradient_switch=”no” woodmart_box_shadow=”no” wd_z_index=”no” woodmart_disable_overflow=”0″ row_reverse_mobile=”0″ row_reverse_tablet=”0″][vc_column width=”1\/3″]\n\t\t

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    Rezultaty<\/h4>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t[\/vc_column][vc_column width=”2\/3″ horizontal_alignment=”eyJkZXZpY2VzIjp7ImRlc2t0b3AiOnsidmFsdWUiOiJzcGFjZS1iZXR3ZWVuIn0sInRhYmxldCI6eyJ2YWx1ZSI6IiJ9LCJtb2JpbGUiOnsidmFsdWUiOiIifX19″ woodmart_css_id=”68821b093fdcb” parallax_scroll=”no” woodmart_sticky_column=”false” wd_collapsible_content_switcher=”no” wd_column_role_offcanvas_desktop=”no” wd_column_role_offcanvas_tablet=”no” wd_column_role_offcanvas_mobile=”no” wd_column_role_content_desktop=”no” wd_column_role_content_tablet=”no” wd_column_role_content_mobile=”no” mobile_bg_img_hidden=”no” tablet_bg_img_hidden=”no” woodmart_parallax=”0″ woodmart_box_shadow=”no” responsive_spacing=”eyJwYXJhbV90eXBlIjoid29vZG1hcnRfcmVzcG9uc2l2ZV9zcGFjaW5nIiwic2VsZWN0b3JfaWQiOiI2ODgyMWIwOTNmZGNiIiwic2hvcnRjb2RlIjoidmNfY29sdW1uIiwiZGF0YSI6eyJ0YWJsZXQiOnt9LCJtb2JpbGUiOnsibWFyZ2luLXRvcCI6Ii01MHB4In19fQ==” mobile_reset_margin=”no” tablet_reset_margin=”no” wd_z_index=”no”]\t\t
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    W wyniku przeprowadzonych bada\u0144, analiz i warsztat\u00f3w uda\u0142o nam si\u0119 osi\u0105gn\u0105\u0107 szereg konkretnych rezultat\u00f3w:<\/span><\/p>\n

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    • Przeprowadzili\u015bmy ponad 30 wywiad\u00f3w z pacjentami<\/b>, co pozwoli\u0142o nam dok\u0142adnie zrozumie\u0107 ich potrzeby, obawy i oczekiwania,<\/span><\/li>\n
    • Zaprojektowali\u015bmy kompleksow\u0105 map\u0119 do\u015bwiadcze\u0144 pacjenta oraz blueprint us\u0142ugi<\/b>, kt\u00f3re sta\u0142y si\u0119 fundamentem dla budowania sp\u00f3jnej i wyj\u0105tkowej obs\u0142ugi,<\/span><\/li>\n
    • Przeszkolili\u015bmy kluczowych pracownik\u00f3w firmy<\/b>, w tym <\/span>C-level manager\u00f3w, kierownik\u00f3w klinik, specjalist\u00f3w ds. obs\u0142ugi pacjenta, marketingu oraz IT<\/b>, w zakresie <\/span>Human-Centered Design oraz projektowania do\u015bwiadcze\u0144 pacjenta<\/b>,<\/span><\/li>\n
    • Opracowali\u015bmy ponad 100 rozwi\u0105za\u0144<\/b> usprawniaj\u0105cych do\u015bwiadczenie pacjent\u00f3w w klinikach Optegra,<\/span><\/li>\n
    • Stworzyli\u015bmy prototypy trzech kluczowych rozwi\u0105za\u0144<\/b>, kt\u00f3re przesz\u0142y faz\u0119 test\u00f3w i walidacji.<\/span><\/li>\n<\/ul>\n

      Nasze case study zosta\u0142o zaprezentowane na <\/span>konferencji Polishopa 2023<\/b>, gdzie spotka\u0142o si\u0119 <\/span>z bardzo pozytywnym odbiorem ekspert\u00f3w<\/b> i uczestnik\u00f3w, potwierdzaj\u0105c warto\u015b\u0107 i skuteczno\u015b\u0107 zaproponowanych rozwi\u0105za\u0144.<\/span><\/p>\n\t\t<\/div>\n\t\t[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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