Making Healthcare Work Better

​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.