Project Summary
Project Summary
Project Summary
Project Summary
This project aims to help Signify Health achieve its 2024 goal of increasing in-home health evaluations (IHE) by 25%. We focused on improving member attention, enhancing health literacy, and managing technical abilities. These strategies fostered trust, personalized experiences, and helped meet the company’s growth target.
This project aims to help Signify Health achieve its 2024 goal of increasing in-home health evaluations (IHE) by 25%. We focused on improving member attention, enhancing health literacy, and managing technical abilities. These strategies fostered trust, personalized experiences, and helped meet the company’s growth target.
This project aims to help Signify Health achieve its 2024 goal of increasing in-home health evaluations (IHE) by 25%. We focused on improving member attention, enhancing health literacy, and managing technical abilities. These strategies fostered trust, personalized experiences, and helped meet the company’s growth target.
Role
Role
Role
Role
UX Researcher
Service
Service
Service
Service
Service Design
UX Research
Duration
Duration
Duration
Duration
4 Weeks
Overview
Overview
Overview
I collaborated with a team of 18 diverse designers to conduct in-depth research on in-home health evaluations (IHE). We reviewed over 270 online reviews, conducted 10 stakeholder interviews and a focus group, and identified 12 key themes. This research led us to explore over 300 concepts aimed at effectively communicating the value of IHEs to members.
I collaborated with a team of 18 diverse designers to conduct in-depth research on in-home health evaluations (IHE). We reviewed over 270 online reviews, conducted 10 stakeholder interviews and a focus group, and identified 12 key themes. This research led us to explore over 300 concepts aimed at effectively communicating the value of IHEs to members.
I collaborated with a team of 18 diverse designers to conduct in-depth research on in-home health evaluations (IHE). We reviewed over 270 online reviews, conducted 10 stakeholder interviews and a focus group, and identified 12 key themes. This research led us to explore over 300 concepts aimed at effectively communicating the value of IHEs to members.
I collaborated with a team of 18 diverse designers to conduct in-depth research on in-home health evaluations (IHE). We reviewed over 270 online reviews, conducted 10 stakeholder interviews and a focus group, and identified 12 key themes. This research led us to explore over 300 concepts aimed at effectively communicating the value of IHEs to members.
Building trust through three key attributes
Building trust through three key attributes
Building trust through three key attributes
Secondary Research
Secondary Research
Secondary Research
Drawing on Shawn Burkes' 40 years of research on trust in leadership, which breaks trust into ability, benevolence, and integrity, we used these principles to guide our approach. We saw an opportunity to apply them in designing personalized, value-based care for Signify Health members.
Drawing on Shawn Burkes' 40 years of research on trust in leadership, which breaks trust into ability, benevolence, and integrity, we used these principles to guide our approach. We saw an opportunity to apply them in designing personalized, value-based care for Signify Health members.
Drawing on Shawn Burkes' 40 years of research on trust in leadership, which breaks trust into ability, benevolence, and integrity, we used these principles to guide our approach. We saw an opportunity to apply them in designing personalized, value-based care for Signify Health members.
Identifying core member values by addressing 24 key pain points
Identifying core member values by addressing 24 key pain points
Identifying core member values by addressing 24 key pain points
In-depth Interviews
In-depth Interviews
In-depth Interviews
Focus Group
Focus Group
Focus Group
Through 8 in-depth interviews and a focus group of 6 participants, members identified 24 pain points, which we grouped into 12 themes to address areas of improving trust. A key finding was that members expect three core values during in-home health evaluations (IHEs): to feel understood, experience a personal connection, and feel secure.
Through 8 in-depth interviews and a focus group of 6 participants, members identified 24 pain points, which we grouped into 12 themes to address areas of improving trust. A key finding was that members expect three core values during in-home health evaluations (IHEs): to feel understood, experience a personal connection, and feel secure.
Through 8 in-depth interviews and a focus group of 6 participants, members identified 24 pain points, which we grouped into 12 themes to address areas of improving trust. A key finding was that members expect three core values during in-home health evaluations (IHEs): to feel understood, experience a personal connection, and feel secure.
Exploring member journeys to identify hurdles along the way
Exploring member journeys to identify hurdles along the way
Exploring member journeys to identify hurdles along the way
Exploring member journeys to identify hurdles along the way
Experience Mapping
Experience Mapping
Experience Mapping
Personas
Personas
Personas
By exploring two member personas—those skeptical of IHEs and healthcare, and those overwhelmed by technology—we identified 8 hurdles preventing member engagement in in-home evaluations, ultimately requiring external social support for task completion
By exploring two member personas—those skeptical of IHEs and healthcare, and those overwhelmed by technology—we identified 8 hurdles preventing member engagement in in-home evaluations, ultimately requiring external social support for task completion
By exploring two member personas—those skeptical of IHEs and healthcare, and those overwhelmed by technology—we identified 8 hurdles preventing member engagement in in-home evaluations, ultimately requiring external social support for task completion
Brainstorming 300+ ideas across six touchpoints
Brainstorming 300+ ideas across six touchpoints
Brainstorming 300+ ideas across six touchpoints
Brainstorming 300+ ideas across six touchpoints
Brainstorming Workshop
Brainstorming Workshop
Brainstorming Workshop
To define new concepts and brainstorm ideas, we developed a problem statement: 'How might we help members address challenges related to limited social support?' This led to over 300 brainstorming opportunities mapped across various touchpoints in the member journey.
To define new concepts and brainstorm ideas, we developed a problem statement: 'How might we help members address challenges related to limited social support?' This led to over 300 brainstorming opportunities mapped across various touchpoints in the member journey.
To define new concepts and brainstorm ideas, we developed a problem statement: 'How might we help members address challenges related to limited social support?' This led to over 300 brainstorming opportunities mapped across various touchpoints in the member journey.
Highlighted low-cost, high-impact ideas
Highlighted low-cost, high-impact ideas
Highlighted low-cost, high-impact ideas
Highlighted low-cost, high-impact ideas
Journey Mapping
Journey Mapping
Journey Mapping
We focused on highlighted ideas that examine member attention, enable health literacy, and manage technical ability to address core member values and build trust in the service.
We focused on highlighted ideas that examine member attention, enable health literacy, and manage technical ability to address core member values and build trust in the service.
We focused on highlighted ideas that examine member attention, enable health literacy, and manage technical ability to address core member values and build trust in the service.
Use member profiles containing artifacts from previous visits to establish lasting personal relationships and capture member attention, enabling new in-home providers to deliver a memorable service.
Use member profiles containing artifacts from previous visits to establish lasting personal relationships and capture member attention, enabling new in-home providers to deliver a memorable service.
Use member profiles containing artifacts from previous visits to establish lasting personal relationships and capture member attention, enabling new in-home providers to deliver a memorable service.
Utilize interactive educational media with personalized information based on member profiles and health concerns to enhance literacy before, during, and after evaluations.
Utilize interactive educational media with personalized information based on member profiles and health concerns to enhance literacy before, during, and after evaluations.
Utilize interactive educational media with personalized information based on member profiles and health concerns to enhance literacy before, during, and after evaluations.
Leverage existing trust between members and local CVS shops to educate members on scheduling appointments via their mobile devices.
Leverage existing trust between members and local CVS shops to educate members on scheduling appointments via their mobile devices.
Leverage existing trust between members and local CVS shops to educate members on scheduling appointments via their mobile devices.
With more time, we would...
With more time, we would...
With more time, we would...
Conduct in-depth research into health laws, corporate relations, communities, and healthcare providers while testing our early concepts.
Conduct in-depth research into health laws, corporate relations, communities, and healthcare providers while testing our early concepts.
Conduct in-depth research into health laws, corporate relations, communities, and healthcare providers while testing our early concepts.
Conduct in-depth research into health laws, corporate relations, communities, and healthcare providers while testing our early concepts.
