National Healthcare Company and Integrated Delivery Network Employee Experience
Shaped a vision for a modern consumer-grade employee experience with one of the largest individual not-for-profit health insurers in the USA, which operates several for-profit subsidiaries.
Surveyed the payer-provider landscape, interviewed employees, ran workshops, and watched them at work to discover key pain points and transformational opportunities.
Focused on six unique personas and their journeys across the organization: Nurse Manager, New Employee, Health Plan Knowledge Worker, Physician, People Manager, and Executive
Deliverables included:
Concept Sketches for User Journeys and Screens
Personas
Templated Microsites
Digital Hub MVP
Executive Workshop Summary Decks
How did we get here? My process for Healthcare:
While every project is its own snowflake, being systematic helps deliver quicker, and targeted, savings can be applied towards more inclusive solutions. I use a double diamond approach, which works well when facilitating design thinking workshops and cutting across organizations of this size. I approached this engagement as: Discovery/Defining, Design, and Delivery. The hybrid was due to the 12 week timeline, and a focus on research.
Discovery & Defining.
Kickoff meeting for establishing goals
Design Thinking Workshops(5) included: R-T-B, Affinity Clustering, Important/Difficulty Matrix, Round Robin, and Gameboards with groups Visualizing their vote. This gathered the core buckets, and helped triage needs across the organization for maximum benefit, also it helped establish an approach for the phased road map.
Based of workshops insights I clarified additionally needed research with Interviews(31), Executive Briefs(19), Site Visits(2), and Business Divisions Canvassed(3)
Design.
Created 6 Personas based off Interviews, Site Visits, and Business Units (NURSE MANAGER, NEW EMPLOYEE, HEALTH PLAN KNOWLEDGE WORKER, PHYSICIAN, PEOPLE MANAGER, EXECUTIVE):
Produced Journeys targeting the most critical experiences
Established Narrative(6) for the final Proof of Concept
Wireframes, Moodboards, and Visual Keyframes of Screens
Assembled Sketch/InVision Prototype
Delivery.
Templated Microsites: Vetted by groups realtime, after initial design review sessions of Narratives, and Keyframes
Digital Hub MVP: Approved from Narratives, and Keyframes, and continued to be tested iteratively as sections released through the organization
Phased Road Map: Organization included this as part of their 5 year organizational vision, with full budget allocation
Executive Future State Narrative
The best employee experiences are achieved through empathy and viewing the challenges through their eyes
The efforts focused on Physician Burn Out(44%), Engagement/Attrition(32%), Search(49%), and Disengaged(54%). Empathy was critical because while the numbers would steer toward repairing Search, Doctor and Nurses lives were being destroyed and lives were being lost due to attrition and suicide.
The project was viewed as a success across all user groups, and it was championed at their shareholder meeting as their future path.
Work of this scale, and speed does not happen alone, my part was Experience Lead, but the overall team, included Project Lead, Technology Lead, UX Designer, Visual Designer(2), Creative Director, and a talented chainsaw juggling Project Manager.
Looking back… if I could have changed 2 things: More time… I wanted to help every employee I interviewed, led in workshops and walked the halls with, all had pressing needs.
Finally, we keep hearing about “EPIC”, technology used in hospitals, we heard they did not play nice, and due to HIPPA/ePHI, it was impossible to integrate, we dug in and solved it. Hours before running to the airport on the day I rolled off the project, “EPIC” agreed to meet with us. We met and shared, they were eager to engage, praising the work and how we obfuscate personal data at meetings end… I was already staffed on another project and raced to catch my flight.
