RESEARCH + STRATEGY | SERVICE DESIGN

Designing for Organizations- Assessing Business Partner Needs

In this multi-phase project, our team created a new approach to helping the business group understand the clinics they work with, assessing their needs, and identifying opportunities to support improvement. We leveraged human centered design approaches and created an assessment experience that was simple, scalable, and efficient for our business partners to use.

PROBLEM

A business group engaged our team around wanting to better understand the needs and abilities of clinics. The group collaborates with clinics to work together to identify patients in need of extra support. Often they agree on plans that look good on paper, but in the end, the clinics are unable to achieve the goals.

PROCESS

Initially we spent a week at a clinic identifying needs and barriers of the business relationship from multiple perspectives by talking to patients, providers and administrators. We then repeated the research at several additional clinics to learn which barriers were universal and which were unique to a particular clinic and the way it was structured.

Next we co-designed an assessment tool with our business partners to identify how to best learn
about a clinic's approaches, priorities, and processes.

SOLUTION

We iteratively designed and developed an assessment iPad app and experience that guides the business group through a four-step qualitative assessment of their clinic partners.

The experience allows the business group to get to know their clinic partners better through discussions with different roles in various parts of the clinic. It then identifies strengths and weaknesses along a variety of capabilities. The assessment tool also clusters clinics based on their approaches to help the business group tailor their strategy and approach to better fit each clinic's different priorities and needs.

APPROACHES

Case Study