The Situation
A major US healthcare provider, operating across hospitals, clinics, and remote care environments, faced a growing challenge: frontline clinicians, administrative staff, and remote care teams were increasingly frustrated with the technology they relied on daily.
Despite significant IT investment – including new laptops, collaboration tools, and electronic health record (EHR) enhancements – feedback remained inconsistent and largely anecdotal. Leaders lacked a clear, data-driven view of where digital friction was occurring and which issues had the greatest impact on clinical operations.
The organization needed an impartial, structured assessment of its end-user technology experience – one capable of cutting through noise, quantifying sentiment across roles and locations, and providing a strategic roadmap for improvement.
The Challenge
Interviews and ad-hoc feedback suggested ongoing frustrations with application performance, connectivity, and support quality – but the organization struggled to understand:
-
Which issues were most harmful to productivity and patient-facing workflows?
-
Where was technology working well – and why?
-
How did digital experience vary between clinical and non-clinical roles?
-
Which improvements would drive the greatest impact on satisfaction and efficiency?
Isolated comments and ticket metrics were not enough. The IT leadership team needed clarity, prioritization, and a common language for understanding digital experience across the enterprise.
The Solution
Voxxify deployed its Digital Experience Measurement platform across the provider’s entire workforce, delivering a structured, sentiment-based analysis of every major technology touchpoint—including EHR systems, collaboration tools, connectivity, devices, and IT support.
The approach integrated both quantitative satisfaction scores (0–100 scale) and qualitative experience topics, mapped to emotions and product categories. This revealed not just how users felt, but why.
Key insights emerged quickly:
1. What Was Working Well
-
Microsoft Teams, Outlook, and communication tools scored in the Good to Great range (60-80), with widespread admiration for ease of use, reliability, and impact on productivity.
-
New laptops and mobile devices performed strongly (60+), providing relief and confidence for many employees.
-
EHR systems (Epic) received mixed to positive sentiment – seen as powerful and improving, though hampered by workflow friction in certain areas.
2. Where Users Struggled Most
-
SharePoint and OneDrive produced the highest levels of frustration and disapproval (scores < 40 Very Poor to Poor), with users citing navigation issues, migration challenges, and lack of training.
-
Connectivity and VPN performance consistently disrupted workflows (scores often < 50), especially for remote and home-health workers.
-
Help Desk support showed a dual narrative: some admiration, but also deep frustration around long wait times, unresolved tickets, and inconsistent service quality (scores ranging from mid-30s to mid-50s depending on channel).
-
Ticketing and self-service portals scored Poor to Fair, with users citing inefficiency, unclear categories, and premature ticket closures.
Voxxify’s analytics revealed the top drivers of overall IT satisfaction, allowing leaders to focus on improvements that would create the largest lift in user experience.
Strategic Impact
With Voxxify’s findings, the provider shifted from reactive issue handling to a strategic digital experience program. Leadership used the insights to prioritize initiatives with immediate operational relevance:
1. Fixing the Most Painful Friction Points
Clear evidence directed investment into areas with the highest negative impact:
-
Overhauling SharePoint/OneDrive training and navigation
-
Addressing VPN instability for remote workers
-
Improving Citrix/VDI performance in clinical environments
-
Redesigning ticket workflows to eliminate premature closures
2. Strengthening High-Value Tools and Workflows
Teams leveraged strong sentiment around Teams, Epic improvements, DUO, and new laptops to accelerate adoption, roll out targeted training, and reinforce best practices.
3. Elevating IT Support Quality
Survey insights revealed sharp differences between on-site and remote support experiences.
IT leadership implemented:
-
A rebalanced support model
-
Enhanced training for remote agents
-
SLA improvements and streamlined triage
-
Optimized chat and self-service capabilities
These changes began lifting scores from Poor to Good, increasing user trust and reducing repeat tickets.
4. Building a Continuous Feedback Loop
Rather than a one-off survey, the provider adopted Voxxify as an ongoing program – embedding experience data into quarterly planning, service reviews, and IT leadership KPIs.
The Results
Within months, the healthcare provider gained a unified, actionable view of digital experience across its entire workforce.
-
Identified the top five drivers of its enterprise IT experience – many previously hidden by anecdotal feedback.
-
Reduced major pain points by prioritizing SharePoint navigation, Wi-Fi/VPN reliability, and ticketing frustrations.
-
Enhanced collaboration and communication, leveraging high-scoring tools to improve adoption and consistency.
-
Strengthened clinician digital experience, particularly in EHR workflows and device performance.
-
Built an experience-centric IT strategy, making end-user sentiment a core part of decision-making.
Most importantly, the IT function gained credibility and alignment with clinical and operational leaders – shifting the narrative from “IT problems” to “IT partnership.”
A More Connected, Productive Health System
Armed with granular insights and a clear improvement roadmap, HealthCo is now equipped to continuously enhance the digital tools that clinicians and staff rely on every day. Voxxify helped transform fragmented feedback into a strategic asset – driving better service quality, improved workflows, and higher satisfaction across the organization.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
