For prepaid medicine servuction systems, a critical challenge lies in the timely and efficient integration of the changing needs of users with the availability and capacity of specialized medical services.

Through an in-depth case study in Health Service Provider Institutions (IPS) of this sector, the 'pain points' that negatively affect the patient experience were systematically identified and quantified. These include the perception of inappropriate staff attitudes, extensive delays in care, insufficient plan coverage, failures in emergency care, and dissatisfaction due to the denial of medical orders.

The exploration of these critical points was carried out using key service design methodologies, such as the Service Blueprint and the Customer Journey Map. The rigorous analysis of their results has guided the deployment of improvement solutions focused on digital transformation and the strengthening of communication and interaction channels. This culminates in the development of a Customer Relationship Management (CRM) Model based on User Experience Engineering. This model optimizes operations management by proactively predicting and responding to user requirements, enhancing service quality and loyalty in the servuction medical environment.

Andrés Redchuk

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Model for Customer Relationship Management Based on User Experience in Servuction Systems: Case Study of Prepaid Medicine