Healthcare
Case studY
1. Endoscopic surgery
Product suite extension
2. Mobile payment opportunities
Across channel pharmacy experiences for members & staff
R3. Driving HMO membership renewal
4. Next-generation digital health intervention delivery
CLIENT OBJECTIVE
A Kaiser Innovation Fund proposal aimed to identify opportunities to improve member experience and increase efficiency in pharmacy payment systems. Member experiences and staff workflows were mapped across channels to identify needs at points of service: pharmacies, phone, apps, online and in hospitals and medical centers.
SOLUTION
Identified opportunities for mobile payment tools to improve member satisfaction and increase efficiencies within each channel. Identified where ongoing initiatives within Kaiser were addressing member needs, pharmacy workflows and billing/payment experiences revealed in the research. Identified new opportunities and solutions to be considered.
Ethnography and Secondary Research
Interviews with Staff and members: experience, financials, payment, attitudes towards mobile payment
Member Journey mapping groups (6 groups)
Staff journey mapping groups (4 groups)
Secondary research—mobile payments; Pew, Forrester
Gartner adjacent category research—mobile devices
Persona creation: Member profile, technology adoptions, financials
