Experience + Service design
Your brand makes a promise. Prove it.
Your members, patients, employees—and the employers and brokers who bring them to you—can tell you exactly where the experience breaks down. The enrollment process that takes too long. The handoff between departments where information disappears. The service that feels impersonal despite the brand’s promise of care. The partner relationship that never quite delivers on what was sold in the room.
Internally, your teams see the problems, too. But every fix is tactical: a better form here, a faster response time there. The symptoms get treated. The root cause is never diagnosed.
We push past the quick fix. If the real issue is how the experience was designed, we’ll say so. Even if that’s a bigger conversation than the one you came for.
WHAT WE OFFER
Customer personas + journeys
End-to-end service design
Experience gap analysis
Employee experience + cultural alignment
Branded experiences + signature moments
Digital experience design
Close the gap between what your brand promises and what people experience.
“We rely on Langrand’s customer experience strategy to navigate the complexities of the healthcare industry.”
Alison Melson
VP, Corporate Marketing, Arkansas Blue Cross and Blue Shield
“‘We Live This’ embodies the true commitment of all the great staff at Harris Health.”
Olga Rodriguez
SVP, Corporate Communications
Experience problems in healthcare almost always live between departments—and between organizations. Enrollment alone might span marketing, operations, technology, customer service and clinical teams, each with its own priorities. Nobody owns the end-to-end journey.
We’re experts at convening people who don’t usually sit at the same table and getting them to build something great together. Using tools like journey mapping, service blueprinting and experience gap analysis, we work together to uncover where your brand promise and your real-life experience don’t match. Then we design an experience that’s intentional, human and consistent with who you say you are.
We don’t just map touchpoints. Every insight ties back to business strategy: where to invest, what to change and how to move trust, growth and outcomes.
When the experience is right, prospects feel it. Members feel it. And your brand gets the credit.
Clients
Your experience is a system.
We design it like one.
Improvement as “Employer of Choice”
6.5X
Improvement as “Employer of Choice”
6.5X
Improvement as “Employer of Choice”
LED
Improvement as “Employer of Choice”
LED
Funding milestone reached
$20M
Funding milestone reached
$20M
YOY revenue increase
5%+
YOY revenue increase
5%+
What our work moves
Doing great work is never a solo act.
