Healthcare Experience Engine

My Role

Qualitative Research
Data Design
Interactive Journey Map Design
Formal Journey Map Creation

Summary

Healthcare is a highly complex industry. How can an organization collect research findings in such a way to align with just-in-time development efforts?

Problem

Research findings are collected and only shared in difficult-to-query reports.

Participants share feedback across multiple aspects of the overall healthcare continuum - beyond the subject of a single report. How can an organization contextualize years of qualitative and evaluative findings be used to support ongoing development efforts?

Solution Overview

Create the Healthcare Experience Engine
Provide a single shared understanding of the broad experience of the people we serve.
Allow generative research studies to be coded more efficiently.
Establish a single, flexible, coding convention to be used across diverse studies.
Let different studies be synthesized together (validly), even if they are focused on different phases of the healthcare experience.

Process

Created an AirTable Base for research findings.
Designed a process of coding field interviews that would align them with the overall healthcare continuum, as well as align them with jobs and features.
Created an interactive journey map that changes the journey based on selected criteria of an audience.
Processed retrospective findings into,

Create repository and tagging system to associate findings with journey and features.

Used AirTable for the data collection. This data repository includes evaluative and generative findings

Created the data structure to allow multiple studies to be assessed based on topic of inquiry.

Quantify Qualitative Data

AirTable data is exported into CSV to drive the interactive journey map. Using qualitative data quantitatively can expose trends that may not have been apparent in the original feedback.

The interactive journey map allows researchers to sort based on different demographic and clinical criteria in order to see how the journey changes.

Qualitative findings are mapped against an overall healthcare journey map

Healthcare is a complex process. Through a shared definition of phases and jobs to be done, we are able to sort and tag feedback for effective recovery. Journey maps were created to increase shared understanding.

Nested views of the journey

The 2018 field study included a focus on pharmacy management and health finances. Those two sections of the healthcare journey were displayed as their own journey sections. As future studies of different areas are created, the experience engine is designed to allow the creation of nested journey maps.

The contextualized findings lead to a series of specific studies.

Many areas are open for exploration, from what people don’t understand about their health insurance to are people in closed health system happier? These studies and other are able to be stored in the same data repository and be assessed based on journey, customer demographic, or feature.

seangallivan@gmail.com