What I do:

• Partner with you for a preliminary data review to refine focus areas (and help you decide where to look).

• Onsite observation and shadowing your customer and staff experience, process, tools, technology, and spaces.

• Interviews and design research.

• Recommendations and suggestions for improvement.

When should you reach out?

• Your product or service isn’t performing as expected, and you’re struggling to identify why. 

• You’re experiencing a dip in engagement with your programs, products or services but aren't sure what's causing it. 

• You’re seeing a decline in key engagement or quality metrics (e.g. NPS, HCAHPS, HEDIS scores and Star Ratings) and need to understand how consumer or staff behaviors may be contributing to the change. 

What could this look like?

• One-time immersion into a potentially problematic area.

• 2–4 week strategic sprints to deep-dive into multiple areas.

• Ongoing thought partnership for experience monitoring.