MISSON

To provide the ultimate, personalized patient experience and exceptional remote care to patients as they recover from acute procedures, surgeries, and treatments.

MY ROLE

As Head of CX at DayToDay Health, a young Boston startup, I led the effort to understand and map the patient journeys, discover patient and clinician needs & pain points,  and then translate them into solutions or improvements in the DayToDay App and remote clinical care. Working with the Clinical team to design the best patient experience and with the App design team to ensure the best App experience.

To continually measure, learn, and improve the app & service, I worked with all departments – design, content, product, sales, clinical operations, and medical teams – to build a user research, feedback and improvement process that would fit into their work streams.

I also worked with sales team during the sales and client (hospital) onboarding cycles to ensure client success and a smooth rollout for patients.

APPROACH

Discover & Understand

Meet with patients, clinical team (nurses, care managers, PTs, nutritionists), and internal stakeholders to map current state patient journeys, and service delivery processes and workflows.

Align internal teams

Share research findings and journey maps including suggested improvements with internal teams. Get consensus on improvement plan as well as service delivery processes.

Ideate & Map Service Experience

Create care plans, care programs, service blueprints, user stories, and map internal processes for the ideal, future state service experience. Work with App design team to improve, add features, and test app experience.

Implement & Deliver

Work with Clinical Operations team to train staff and implement service improvements. Provide service delivery artifacts to teams, e.g. scripts, guidelines, worksheets, to increase efficiency and workflows.

Measure & Improve

Create a Voice of the Customer process to periodically test the app, get user feedback (NPS and verbatim) on the service experience, review app usage data and other analytics. Ensure findings are looped back into the process to make ongoing improvements.

Generative & Evaluative Research

Meeting with clinicians, hospital staff, patients to understand their journeys and needs.

Care Plans & Programs

High-level programs to map out ideal service offerings, patient and clinician journeys

Mapping the ideal patient experience

Journey maps, Care plans, workflows, and delivery assets.

IMPACT

Aligned staff around a patient-centric approach

Across multiple teams and departments, staff was equipped to think from and explore a patient’s perspective first.

Improved service design and delivery

Aligned PX strategy and evidence-based experience design, plus better trained/equipped staff enhanced our service delivery workflows and gave patients a better experience.

Consistent, repeatable experience mapping

As the business grew to cover additional procedures and treatments, there was a consistent process of adding and rolling out the new service. We were also able to onboard new clients (hospitals) faster due to a repeatable process.