Project Overview
In Summer of 2019, the Customer Experience team at Premera Blue Cross was tasked with helping improve the patient experience at a partner family medicine clinic.
The team conducted 23 hours of in-clinic observation and 4 patient shadows to gain a holistic understanding of the current experience.
This research delivered:
▸experience journey maps, visualizing the experience of each patient respondent
▸delivery of all observacional data in a coded, searchable database
▸key findings and thematic insights from the research
▸strategies for improving the patient experience before, during, and after a clinic visit
This work is currently being incorporated into the design of the Vivacity Care Center in Spokane, Washington.
This research delivered:
▸experience journey maps, visualizing the experience of each patient respondent
▸delivery of all observacional data in a coded, searchable database
▸key findings and thematic insights from the research
▸strategies for improving the patient experience before, during, and after a clinic visit
This work is currently being incorporated into the design of the Vivacity Care Center in Spokane, Washington.
My Role
On this project, I lead one of the four patient interviews – shadowing them during their doctor’s appointment, and then following up with an interview to evaluate their experience. I also conducted observational research in the clinic over the course of the week.
After each day’s research activities, I worked with the rest of the team to document our data points and prepared daily recaps of our progress to share with our stakeholders.
At the conclusion of the study, I participated in the synthesis and analysis of all our collected data. This included coding the data, surfacing themes and major findings, and delivering a report with our recommendations.
After each day’s research activities, I worked with the rest of the team to document our data points and prepared daily recaps of our progress to share with our stakeholders.
At the conclusion of the study, I participated in the synthesis and analysis of all our collected data. This included coding the data, surfacing themes and major findings, and delivering a report with our recommendations.
Project Team: Darci Brown, Veronika Sipeeva, Christine Glaister, Macauley Cameron, Toni Saylor, Emily Hallam
Cover Photo: HCH new clinic 09 by HCHMD, CC BY-ND 2.0
Header Image: Morning Doctos Office Visit by osseous, CC BY 2.0
Cover Photo: HCH new clinic 09 by HCHMD, CC BY-ND 2.0
Header Image: Morning Doctos Office Visit by osseous, CC BY 2.0