Helping patients get hospital-grade healthcare at home
Client approached our team with a need to understand how to improve their Hospital-at-Home protocol, which was becoming a popular method of healthcare after Covid.
- Role
- Sr. Designer
- Year
- 2022
Approach
We deployed user interviews with six different persona groups represented across the patient journey. We mapped out a patient journey to visualize pain points and inefficiencies in the existing process.
Result
We found a few major pieces in the process were due to people and communication problems, specifically transitioning from one critical provider to another. We provided an updated journey map that unwound some of the complexities in the existing process, and proposed some hypotheses to test in a trial setting. Lessons : Eventually insurance stopped covering the Hospital-at-Home protocol which impacted the viability of the process we were improving. It’s good to keep an ear out to the external environment to monitor for things like this when working in medical as they can directly affect your project. Additionally, it’s good when working in medical to be explicit about the difference between findings and insights. Findings in scientific environments are usually validated multiple times as truths, where insights can be more open to interpretation and lead to hypotheses.