Signify Health is a healthcare platform the provides its members with professional in-home evaluations.

Table of Contents:

Problem

Success

Research

Wireframes

Solution

Accessibility

What’s Next?

Problem

Signify Health’s 2024 goal is to increase the number of in-home evaluations (IHEs) by 25%. One barrier is effectively communicating the value of an IHE to what members value. This collaboration asks the UNT team to explore:

• What do members value about IHEs?
• What are their current perceptions about IHEs, healthcare?
• How best to communicate IHE value to members along the service experience?

Challenges

• Formulate and distribute insights into the service experience
• Identify and validate factors that impact IHEs completed
• Understand current target demographics for IHEs
• Analyze quantitative and qualitative data to generate insights
• Present insights and recommendations for improving IHEs

My Approach

• Complete a Cognitive Walkthrough of the Signify Health website
• Identify and validate factors that impact IHEs completed
• Identify persona archetypes involved with the IHE experience
• Create user journey maps
• Create a general experience map
• Align findings with all working teams
• Present insights and recommendations for improving IHEs

Results

Created and implemented an insight report to aid in Signify Health’s goal of increasing the number of completed IHEs with new clients.

Next Steps

1. Research new persona: During the project, we realized that Signify's in-home providers are the key factor in service experience. I would want to learn how they deliver services for more direct improvement of the member experience. 2. Research onboarding processes: Signify Health identified that one of their major challenges was training in-home providers due to frequent turnover. I would want to complete a competitive analysis to understand how similar organizations address this. 3. Research repeat users: We only had the ability to research new member IHE appointments. It would also help to understand the service experience for repeat IHEs by members in the next phase.

1. Research new persona: During the project, we realized that Signify's in-home providers are the key factor in service experience. I would want to learn how they deliver services for more direct improvement of the member experience.
2. Research onboarding processes: Signify Health identified that one of their major challenges was training in-home providers due to frequent turnover. I would want to complete a competitive analysis to understand how similar organizations address this.
3. Research repeat users: We only had the ability to research new member IHE appointments. It would also help to understand the service experience for repeat IHEs by members in the next phase.

Learnings

1. Delegation & communication are key: As a team lead, it was important to make sure everyone understood their tasks, that I knew their strengths, and to check-in frequently to hit project milestones in a timely manner. 2. Presentation is 50% of the work: Even the best information can fall on deaf ears if it is not presented in an engaging and concise way. Similarly, always know your audience! 3. Always have more to give: Signify asked us to focus on the early stages of the IHE journey, but they were impressed that we researched the whole journey.

1. Delegation & communication are key: As a team lead, it was important to make sure everyone understood their tasks, that I knew their strengths, and to check-in frequently to hit project milestones in a timely manner.
2. Presentation is 50% of the work: Even the best information can fall on deaf ears if it is not presented in an engaging and concise way. Similarly, always know your audience!
3. Always have more to give: Signify asked us to focus on the early stages of the IHE journey, but they were impressed that we researched the whole journey.