Uncategorized | 5 MIN READ

10 Reasons Why A Healthcare App Developer Requires A Better Customer Segmentation Plan

Customer segmentation plans are crucial for every healthcare organization. Check these tips to establish a strong relationship between doctors and patients.

Ritesh Kaul
Mar 6, 2019

Customer Segmentation plan

Image Credit

What Is Customer Segmentation?

Customer segmentation involves taking a broad group of target customers and segregating them into smaller groups. Customer segmenting is often achieved by grouping customers with a common need, desire or application for specific goods or services together.

Why Segment Your Customers?

Although general brand messaging can be effective, it won’t give you the same results that a targeted one can. This is due to the fact that the messaging resonates and tends to become more effective if it is specifically crafted for a smaller group having the same needs and desires.

Let’s take the example of the healthcare industry which includes patients, nurses, and physicians. You can simply take a general message, make some minor changes and say that you’re using a segmented approach. Segmentation is done in order to create different, specific messages for each customer segment that will drive product adaptation.     

In the shopping world, women and men react differently to messaging. The same applies to healthcare as well. First-time buyers will react differently to messages compared to repeat buyers. This means that patients who have been recently diagnosed will react very differently to a message than those who have been managing a disease for more than 5 years.

In short, customer segmentation is done to create smaller groups with similar requirements so that you can target unique, customized content and deliver it in a specific way that will generate the best possible results from that specific segment.

Image Credit

Segments In The Healthcare Industry

Although we have already mentioned physicians, nurses and patients as being three distinct segments serviced by healthcare companies, healthcare consumers can easily be segmented into many other groups.

In a recent survey, six segments of healthcare consumers in the USA were identified. These are:

  1. Shop while saving: These consumers actively want to save money and comprise 4% of healthcare consumers. They will easily switch products and services if they can find a better deal.
  2. Out and about: This group actively looks for alternative healthcare options and comprises 9% of healthcare consumers. They also prefer to customize the services they want to use.
  3. Sick but savvy: This group comprises 14% of the healthcare population in the U.S.A and consumes significant healthcare products and services due to their conditions. They also make treatment decisions by communicating and partnering with their physicians.
  4. Onboard and online: This group spends a lot of time online to learn more about health and comprise 17% of healthcare consumers. Although they are satisfied with their healthcare, they’re always on the lookout for new technologies and alternatives.
  5. Compliant and content: This group tends to comply with and follow care plans and comprise 22% of the U.S. healthcare population. They are happy with their insurance plans, hospital, and physicians.
  6. Cautious but casual: This group makes up 34% of U.S. healthcare consumers, is cost-conscious, has no immediate need to consume healthcare services and is not engaged in their own health.

Why Healthcare App Developers Need Better Customer Segmentation

Customer segmentation is not easy, and if it is not done properly, healthcare app developers will not be able to build the required functionality into the app.

App developers need to cater to the following features based on patient segments:

  1. Create tailor-made segments to enhance patient engagement based on geographical and behavioral data for specific segments.
  2. Using appropriate channels, deliver captivating notifications at the right time.
  3. Design surveys in different formats that will obtain feedback instantly.
  4. Complete the engagement cycle by using incentivizing features that allow rules and parameters to be customized based on segment characteristics.
  5. Deliver content and devise strategies based on patient’s geographical locations.
  6. Check engagement scores for different segments by benchmarking performance against that of the industry, while obtaining deep audience insights based on multiple performance criteria.
  7. To encourage adaptation, integrate gamification into the app for different segments and increase loyalty by using tools like rewards, levels, badges, and tokens.
  8. Implement A/B testing for specific customer segments by using different content, images, and calls to action to test actions and triggers.
  9. Integrate referrals into the app to boost their growth.
  10. Provide analytical features per customer segment allowing deep insight from data with the facility to dive into details.


A healthcare business should provide detailed and proper segmentation of their customers in order to service them in the best possible way. A big part of customer experiences consists of secure healthcare communications, often delivered through in-app messaging platforms for healthcare.

By providing healthcare app developers with proper customer segmentation tools, you’ll enable them to build in all the features that will drive your business to new heights.

How SmartKarrot Helps In Customer Segmentation

The SmartKarrot app helps you create a personalized experience for your customers. With its Smart Segmentation feature, you can easily improve your campaign results with a customizable, intuitive and in-depth segmentation of your customers.

The simple SDK/API integration combined with an easy-to-use visual interface can help you segment your customers based on a number of parameters – user attributes, device attributes or even app events. You can even combine multiple parameters together to segregate your audience.

Finally, SmartKarrot also gives you the option to create dynamic audience groups based on real-time data as well as aesthetic groups based on past data. It’s a simple and effective solution to all your segmentation needs.

Get the #1 Customer Success Platform

For Growing CS Teams

Get a Demo

Originally Published March 6th, 2019, Updated May 25th, 2021

Ritesh Kaul

Ritesh has over 20 years of experience collaborating with customers and adding value to their organizations. In his prior role as head of healthcare practice for a high growth US healthcare tech organization, he built a centralized knowledge house to drive customer-centric delivery.

Related Articles


2 years ago


[…] experiences. As a result, more and more organizations are investing in digital technologies to sustain patient loyalty through better engagement and […]

2 years ago

Jasmine Hewitt

Thanks for the in-depth explanation, this makes so mch sense!

2 years ago

Karen Taylor

A very informative article and an idea I can absolutely get behind. It applies to more than just healthcare, too. The further you can fine-tine your audience and cater to them, the better. People want a personalized experience more than most things these days.

2 years ago

Justin Parker

I am definitely part of the “out and about” group! I wasn’t sure what to expect from the title, but this article really does make sense. Healthcare is such a personal thing, it’s no use assuming every app user wants to see the same offerings. It needs to be highly personal otherwise it’ll be useless. The Smart Segmentation tools look really good and very appropriate for healthcare app devs.

2 years ago

Harvey Wayland

Customer segmentation is very important and I don’t think business are doing it enough. Instead of lumping all customers together and assuming they want the same thing, you should be segmenting as much as possible. This allows you to create a much more personal experience which really helps retain users and improve service. Spot on advice, SmartKarrot.

2 years ago

Samuel Lloyd

Customer segmentation is useful in almost every industry, I make good use of it in my apps to deliver a more personal experience. It really helps to retain users and increase their loyalty. I can see how the healthcare industry can benefit from it, too. It’s probably the most personal niche there is.

2 years ago

Ellen Lee

Segmentation is also very useful for customer retention. A more personal experience brand identity and a better customer relationship so they are more likely to stick with you. No matter what industry you are in, segmenting customers is always worth the effort. I can see its application being extremely useful for a healthcare app.

2 years ago

Jennifer Mapstone

I work in the healthcare industry and we are currently trying to modernize our app. Customer segmentation is important and something we’re focusing on a lot, it would allow us to streamline the business and understand patient needs better. The entire industry needs to catch up actually. Thanks for the tips!

2 years ago

Terry Helms

I’m a regular user of a healthcare app and I can see they are using segmentation very well, the experience I get is quite personal and it’s actually very helpful. Segmentation can be applied to just about everything and it’s probably time I started doing it as well. I’ll bet it is super handy to understand your crowd better.

Leave a Comment

Your email address will not be published.

Ready to see us in action?

Schedule a demo now!