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Product and Experience Design

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Innovating the Service Model and Tools For Hospice Care Providers

THE OPPORTUNITY

The need for hospice care is growing as the U.S. population over age 85 is projected to triple by 2060. Workforce shortages and fragmented care coordination significantly degrade the quality of service delivery and outcomes.

The growing shift toward home-based care requires new products and service models that intersect customer experience, innovation, technology adoption, and caregiver support.

How might we transform an old and technologically outdated industry to gain efficiency, lessen uncertainty, increase the quality of care, and put people at the center?

THE APPROACH

I conducted qualitative and quantitative research into:

  • The hospice care market

  • Trends and signals of change

  • Process from Sales through end-of-life

  • The challenges for caregivers, families, and administrators

My team and I also designed and facilitated discovery and co-creation workshops.

These activities enabled ideation, fostered empathy, deepened understanding, identified patterns, and unlocked opportunities for efficiency and caregiver support.

Beginning design with scenarios, low-fidelity wireframes, and story-flows allowed for rapid stakeholder and user feedback and iteration.

Care was taken to engage early and often, which ensured all voices felt heard and allowed us to build stakeholder trust and buy-in.

Finally, working with branding and marketing, a design language and component library were created and validated.

THE RESULTS

Covering pre-sales, onboarding, operations, care monitoring, clinician support, patient support, crisis management, and family communications, the mobile and tablet application is a first-of-its-kind revolution in coordinated hospice care.

Highlighted Feedback:

  • Family members and home caretakers felt tremendous peace of mind knowing where and when help was coming.

    • Satisfaction rating increased by 32%

  • Clinicians and nurses were more organized and confident that they could complete their multi-patient daily visits on time.

    • Missed or tardy appointments decreased by 42%

  • Sales and operations teams loved their custom communication and pipeline tool.

    • Sales and follow-up conversation velocity increased by 24%.

Driving digital transformation in hospice Care by designing the entire lifecycle from onboarding to end-of-life.

Employee onboarding: New product partnership with ServiceNow.

Redesigning and optimizing the retail bank experience and employee tools.

Additional Examples

Creating a New Employee Onboarding Product for ServiceNow

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THE OPPORTUNITY

Onboarding, one of the most impactful experiences for new employees, is often broken, leaving them confused, frustrated, and questioning their decision to join the organization.

A poor onboarding experience increases the likelihood of a new hire leaving within the first six months of joining, resulting in millions in company costs.

THE RESULTS

The product debuted at ServiceNow’s Knowledge Conference as the flagship offering for KPMG’s Powered HR set of solutions. The success of this and subsequent products led to a growing practice and service offering worth over $100 million.

Transforming Employee Training and Education for KPMG University

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THE OPPORTUNITY

Existing enterprise Ed-Tech platforms have not adapted to the changing preferences of today’s training and continuing education requirements.

In conjunction with the launch of KPMG’s Lake Nona learning, development, and innovation center, a multi-million-dollar investment, I led the effort to modernize and rethink our online education and certification platform.

THE RESULTS

Federally mandated annual continuing education compliance increased by 22% among the Audit and Tax groups. Overall participation and return visists increased by 37%.

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