Providence - Member Experience Vision

Hero image of 4 new key features identified, tested, and refined to remove barriers to care for Providence members

Background

Providenceserves29millionindividualsperyearin51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

Providenceserves29millionindividualsperyear,operates51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

Providenceserves29millionindividualsperyearin51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

Approach

12 Phase - CoDesign & CX Strategy

CoDesign & CX Strategy

A Human-centered design (HCD) methodology was used to identify key customer needs and current pain points. While at Evolve, I led a cohort of 20 Executives and SMEs to develop new service opportunities that remove points of friction from their member experience.

Service definition was co-created with leadership, providers, staff and current members to develop six (6 of 15 identified) Moments that Matter. Three (3) rounds of co-design were conducted, speaking with n=36 current and prospective members in total.

The output was a digital strategy to connect, collaborate and share the burden of care across generations.

A Human-centered design (HCD) methodology was used to identify key customer needs and current pain points. While at Evolve, I led a cohort of twenty (20) Executives and SMEs to develop new service opportunities that remove points of friction from their member experience.

The output was a digital strategy to connect, collaborate and share the burden of care across generations.

Role

Creative Direction, UX Lead, Copywriting, Naming

Impact

Confidential

This project is confidential.

Please reach out if you would like to learn more about the approach, deliverables, and outcomes of this collaborative program.

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Project

Credits

Year

2020-2023

For

Providence

Role

Creative Direction, UX Lead, Copywriting, Naming

With

Evolve — Wes Hare, Mike Abeln, Dan Nicholson, Jia Lu Ni, Paul Backett

Additional Projects

Ambetter Health

Direct Enrollment Platform

Friends of Tilly Jane Cabins

Customer Experience Vision

Customer Experience Vision

The way healthcare should be

The way healthcare should be

Providenceserves29millionindividualsperyearin51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

Providenceserves29millionindividualsperyear,operates51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

Providenceserves29millionindividualsperyearin51hospitalsandover1,000clinics.Asanorganizationwithbothacaredeliverymodelandhealthplantheystandtocreateoneofthemostend-to-endcustomercentrichealthcareservicesinthecountry.

This project is confidential.

Ready to reimagine your member experience?

Credits

Credits

Direct Enrollment Platform

Brand Identity