Project Overview
My team was tasked with evaluating the Premera Blue Cross customer experience of a new benefit program that provides low to no-cost knee replacement surgeries. These procedures are offered at a handful of designated facilities, and we were asked to look at ways of increasing their utilization.
We began this process with a literature review and a rapid usability assessment of the existing customer facing materials. An iterative testing and design process followed, which allowed us to quickly show improvements in sentiment and customer understanding.
We then conducted interviews with patients, exploring the user experience of planning and undergoing a total knee replacement surgery. We documented our findings in a customer journey map and showed opportunities to improve the timing and criteria for interactions with our customers.
This research resulted in:
• Changes to criteria used to outreach to patients
• Delivery of a communication strategy focused on clarity and highlighting quality
• Development of communication templates to help customers better understand the program
This project is still ongoing. As improvements are made they are rolled out to over 200,000 eligible Premera customers.
We began this process with a literature review and a rapid usability assessment of the existing customer facing materials. An iterative testing and design process followed, which allowed us to quickly show improvements in sentiment and customer understanding.
We then conducted interviews with patients, exploring the user experience of planning and undergoing a total knee replacement surgery. We documented our findings in a customer journey map and showed opportunities to improve the timing and criteria for interactions with our customers.
This research resulted in:
• Changes to criteria used to outreach to patients
• Delivery of a communication strategy focused on clarity and highlighting quality
• Development of communication templates to help customers better understand the program
This project is still ongoing. As improvements are made they are rolled out to over 200,000 eligible Premera customers.
My Role
I worked closely with another strategist to co-lead this project. My role involved the following tasks:
▸contributing to the literature review
▸writing usability testing and interview protocols
▸analyzing data and prioritizing findings and recommendations
▸conducting expert interviews
▸building customer journey maps
▸facilitating workshops to share research findings
▸contributing to the literature review
▸writing usability testing and interview protocols
▸analyzing data and prioritizing findings and recommendations
▸conducting expert interviews
▸building customer journey maps
▸facilitating workshops to share research findings
Cover Photo: from Knee Replacements: Partial VS Total by Lee Health on vimeo
Header Image: via pxhere.com, CC0 1.0
Header Image: via pxhere.com, CC0 1.0