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How might we transform an old and technologically outdated industry to gain efficiency, lessen uncertainty, increase the quality of care, and put people at the center?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