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.
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.
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.