Analysis of the Customer Journey in the Health Ecosystem

This chapter is dedicated to the validation of the Customer Journey in the maintenance stage. Touchpoints in the health ecosystem with which those affected interact during the maintenance stage, are of interes here, as well as the importance of self-management. In-depth interviews with 20 individuals who have successfully changed their lifestyle for at least six months serve as the data basis. This shows that the maintenance stage is an iterative process that always starts with the activity “setting goal(s)”. For those affected, sticking to a healthy lifestyle does not happen “automatically”, but they set themselves new adapted goals. The relevant touchpoints are individuals, organizations, and digital tools from the health ecosystem, with the latter gaining in importance. Self-management plays a decisive role in living a healthy life in the long term. Digital measures can significantly support the degree of autonomy of those affected.