Project Overview
Premera Blue Cross set an initiative to improve access to mental health and substance use care, which required a study to better understand the current patient experience. I guided the team to structure a project focused on gathering evidence from primary sources, while respecting the needs of this protected population.
I began by conducting a literature review, coded existing Premera customer feedback, ran a survey to gather baseline experience data, and used this to structure a moderated phone interviews (20 participants) with actual patients.
This research resulted in:
▸delivery of findings and recommendations across Premera – from cross functional work groups to executive leadership
▸creation of personas defined by motivations and behaviors, rather than demographics
▸cross functional teams being empowered to check their assumptions with data gathered in the patient interviews
▸an extensible project structure for conducting work with other vulnerable populations
I began by conducting a literature review, coded existing Premera customer feedback, ran a survey to gather baseline experience data, and used this to structure a moderated phone interviews (20 participants) with actual patients.
This research resulted in:
▸delivery of findings and recommendations across Premera – from cross functional work groups to executive leadership
▸creation of personas defined by motivations and behaviors, rather than demographics
▸cross functional teams being empowered to check their assumptions with data gathered in the patient interviews
▸an extensible project structure for conducting work with other vulnerable populations
My Role
I was the research and strategy lead on this project. There was little precedent internally, so I worked to establish a project plan that supported an accurate and ethical roll-out of this new study. To do this I collaborated with the legal and privacy team, clinicians, a leading mental health advocacy group, and internal stakeholders.
To facilitate this collaboration, I led a workshop with the team to identify research questions, and provided training on best practices for observing and note taking during interviews. I wrote the screener and protocol, and guided the protocol through multiple rounds of revision and approval.
I conducted or documented each interview, and then lead analysis – transcription, coding, thematic analysis, insights, recommended areas of opportunity and exploration. I then compiled the findings in a final report.
To facilitate this collaboration, I led a workshop with the team to identify research questions, and provided training on best practices for observing and note taking during interviews. I wrote the screener and protocol, and guided the protocol through multiple rounds of revision and approval.
I conducted or documented each interview, and then lead analysis – transcription, coding, thematic analysis, insights, recommended areas of opportunity and exploration. I then compiled the findings in a final report.
Cover Photo: "Alone." by GianellaRosas, CC BY-NC-ND 2.0
Header Image: Priscilla Du Preez on Unsplash
Header Image: Priscilla Du Preez on Unsplash