Enabling a provider network and health insurer in truly differentiating their patient/member experience, propelling this unique partnership’s goals of growing their patient/member base, creating seamlessness, and creating competitive advantage via “breakthrough innovation”. Mapped the comprehensive health and health insurance journey, and corresponding backstage activities to plan for all components of service delivery opportunities, and features of supporting digital touchpoints. Cross-pollinated thinking from various stakeholders in workshops and immersive research, and validated concepts with patients/members. Created a playbook for implementation, detailing steps needed to pilot, further validate and operationalize concepts, while navigating business and regulatory constraints, and cross-organizational dynamics.
Enhancing end-to-end service experience at a New England cancer center. Built deep understanding and empathy of patient, caregiver and provider experience to inform space design, create seamlessness with other touchpoints within the center, and in the wider ecosystem of cancer care. Immersive co-creative research and participatory design with patients, providers and admin staff with hyper awareness of organizational dynamics.
Partnering with a Massachusetts-based Accountable Care Organization (ACO) to develop strategic and tactical plans for achieving an optimal member/patient experience with the goal of improving retention. Worked closely with stakeholders and medical staff, to uncover visit experience and coordination of care opportunities for people with type II diabetes. A special focus was on a high-risk, culturally diverse, Medicaid patient population that may be new in the country or don’t speak English.
Documenting the journey of specialty pharmacy patients and identifying ways to improve the member experience by leveraging digital and phone channels. Conducted primary research with patients to understand their attitudes, motivations, and experiences, identify current pain points, and unearth potential opportunities for enhanced interactions. Developed strategy to unburden member when dealing with the complexities of the health system and the various players of the ecosystem in the context of specialty pharmacy.
Embarking on a journey with one of the premier pediatric hospitals in the world, to ensure that patient experience remains a core focus as they evolve and need to maintain competitive edge. Utilized 3 immersive research methods to gain a nuanced, in-depth, longitudinal understanding of acute and chronic condition experiences. Envisioned short- and long-term strategic objectives for the leadership to shape the future of the hospital, focusing systemic investments on high impact, high value initiatives. Mad*Pow was awarded 2019 Design & Innovation Award for Empathy for this work.
Designing a world class personal finance service experience, spanning multiple digital and human engagement offerings. Began with an inventory and audit, looking at the range of tools, advice, and information currently available, and understood customer needs through in-depth 1-on-1 interviews. Visualized complex systems and developed future strategy that reinvented the use of behavioral science, organization structure, digital systems and core value proposition. Supported client team in socializing envisioned strategy to leadership and get buy in across business units for investment needed to implement.
Building competitive advantage for a Fortune 25 company by redesigning the appliance service and delivery experience. Provided specific insights on improvements to customer experience, and defined product features of a service supporting web app. Research involved secret shopping, shadowing delivery people and support techs, listening to call center complaints, examining social media and BBB complaints, and 1-on-1 interviews. Solutions were co-created with stakeholders at different levels and from different business units.