Free-to-Premium Journey Map Preplan
Service tier overview mapping free triage features against premium capabilities, the Region Skåne anchor unit mandate, and the dedicated human escalation agent model. This preplan informed all subsequent journey mapping and blueprint work.
What this artifact shows
The preplan establishes the two-tier service model: a permanently free tier offering symptom triage, clinic routing, and patient rights information in 10+ languages with no BankID required — and a premium tier (49kr one-off / 99kr month) adding document explanation, prescription guidance, mental health routing, booking assistance, and live human escalation. The human escalation agent is a trained bilingual welfare coordinator co-funded by Region Skåne and premium subscription revenue, operating within WhatsApp so users never leave the channel.