Leveraging years of research in the chronic health experience space, the strategy team at Mad*Pow has developed a Chronic Health Experience map that can be utilized by anyone to brainstorm health solutions. Each Health journey is unique and to design effectively for health, consider key moments that lead to active information seeking or action. These are typically episodic and/or triggered by dissatisfaction. See more and download the map.
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.
Enabling a pharmaceutical company in going beyond medicine and thinking about alternate business models to offset declining growth. A thorough understanding of chronic health management needs led to the development of a strategic focus area and concept prototype to deliver health and wellness at home. This multi-epicenter driven model is poised to truly differentiate from other health tech innovators.
Partnering with sleep experts to envision an app that supports better sleep habits. Leveraging the COM-B model for behavior change, we created an intervention strategy rooted in evidence and scientific research. Supported design team in laying the foundation of a product that would break away from the traditional business model of this Fortune 300 company.
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.
Co-creating MPACT, a generative tool to create project-specific, behavior-based personas that significantly reduces time spent building personas. Our team utilized hundreds of hours of prior research to determine the most relevant personality traits that affect how people manage their health and personal finance, leading to persona-building kits specific to these industries. Download a free version here. See more and download.
Crafting a revolutionary employee benefits management platform that transforms the traditional marketplace leading to differentiation, and new revenue streams. Redefined how a fragmented health ecosystem could be consolidated to create lower costs, better health outcomes, and maximum utilization of benefits, all with the smart use of data and behavioral science. Enabled socialization of concept to executives to influence the next decade of strategic focus for this Fortune 500 company.
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.
Envisioning a Forward-looking concierge service for the Medicare population while building a novel business model. With the premise of leveraging the width of data available at a health insurer to provide value to customers, brainstormed multiple value propositions and illustrated them. Initial hypotheses were validated with rapidly developed iterative mockups to demonstrate the possibilities of a long-lasting customer relationship, and eventual business success. This helped a vision go quickly from discussion to concrete next steps.
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.
Creating a personalized, seamless, and connected digital condition management system driven by data and IoT. Utilized findings from interviews, diary studies and collaborative workshops to simulate a system that incorporated publicly available data and IoT data — adherence, biometric, lifestyle, environmental — to support condition management, and facilitate a better patient-provider relationship. Desirability testing of early concept sketches with Migraine and asthma patients validated and shaped ideas. Established operational requirements, technology investments, organizational changes and potential partnerships to facilitate the novel, disruptive business model.
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.