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<!DOCTYPE html>
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<head>
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<title>Projects | Sujit Joshi</title>
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<body>
<div class="bg-container">
</div>
<div class="nav-container">
<a href="./" class="name-container">
<h3>Sujit Joshi</h3>
</a>
<div class="links-container">
<a href="./" class="nav-link" id="projects-link">Projects</a>
<a href="./resume.html" target="_blank" class="nav-link" id="resume-link">Resume</a>
<a href="" class="nav-link" id="about-link">About</a>
<a href="" class="nav-link" id="menu-link"><img src="./images/icons/menu.svg" alt=""></a>
</div>
</div>
<div class="body-wrapper">
<div class="side-bar">
<ul>
<li><a href="#nda">The Problem</a></li>
<li><a href="#roles">Project Roles</a></li>
<li><a href="#research">Research</a></li>
<li><a href="#ideation">Ideation Session</a></li>
<li><a href="#testing">Prototype Testing</a></li>
<li><a href="#handover">Project Handover</a></li>
<li><a href="#learnings">Key Learnings</a></li>
</ul>
</div>
<div class="content-wrapper">
<div class="header-wrapper">
<h2>Streamlining the doctor and pharmacy experience for patients from a health insurance
carrier</h2>
<div class="contributors">
<span class="caps-heading">Collaborators</span>
<br>With Innovation and User Experience teams from our client and our own team members.
</div>
<div class="role">
<span class="caps-heading">Role</span>
<br>Service Design and Research
</div>
</div>
<div class="nda" id="nda">
To comply with our non-disclosure agreement, confidential information
has been intentionally omitted or obscured in this case study.
The views expressed here are my own, and are not necessarily
held by our client or by the innovation consultancy I was part of.
</div>
<div class="impact-section">
<div class="caps-heading">The Problem</div>
<div class="image-para">
<div>
<div class="impact-sentence">Imagine you are at your doctor's clinic.</div>
<p>
You go in for your appointment, the doctor examines you, and prescribes a drug which seems
to be the
best course to take.
The doctor’s office sends the prescription over to your preferred pharmacy, where you arrive
to pick
up the medicine.
However, the pharmacist says that the prescription cannot be filled, and you will
need to contact your doctor or health insurer to get the medicines you need.
<br>
<br>
<b>
You leave the pharmacy- confused and distressed, wanting to start
treatment as soon as possible, but unable to because of reasons unknown to you.
</b>
<br>
<br>
Unfortunately, these situations occur every single day with a considerable number of
patients in the United States due to the need for prior authorizations.
</p>
</div>
<img class="image-para-image" src="./images/healthcare/worried-patient-collage-copy.jpg" alt="">
</div>
</div>
<div class="stats-section" id="impact-stat">
<div class="stat">
<div class="stats-number">
92%
delays
</div>
<div class="stats-caption">
in care caused due to such situations
<br>
— American Medical Association
</div>
</div>
<div class="stat">
<div class="stats-number">
$23 to $31
billion
</div>
<div class="stats-caption">
wasted every year nationally due to healthcare providers having to undergo such hassles
<br>
— Casalino et al. 2009. Health Affairs.
</div>
</div>
<div class="description-container" id="description-container">
According to a 2017 study from the American Medical Association, situations like these are
responsible for 92% of delays in care, causing patients anxiety, and significantly increasing the
burden on already overworked healthcare providers
</div>
</div>
<div class="content-section" id="roles">
<div class="caps-heading">Project Roles</div>
<p>The client, a leading health insurance carrier, decided to tackle this problem and consulted us to
figure out what can be
done. Our team at Panorama Innovation worked hand in hand with our client’s Innovation and UX teams
on
multi-pronged research processes, training and ideation workshops, prototype tests and all the way
to
project delivery.
<br><br>
<b>My core responsibilities were conducting secondary research, mapping the process, refining it
based on
primary research, and creating prototypes.</b>
<br><br>
I worked with the rest of the team to write discussion guides, conduct interviews, create
presentations
for design training and research immersion workshops. Also, I supported the facilitation of ideation
and
concept development sessions, refined concepts before and after feedback, and helped deliver the
project.
</p>
</div>
<div class="content-section" id="research">
<div class="caps-heading">Research</div>
<p>The first step was learning as much as we could about the systems responsible for this problematic
experience.</p>
<div class="stats-section" id="research-stat">
<div class="stat">
<div class="stats-number">
12 stakeholders
</div>
<div class="stats-caption">
from client's business, technical, and marketing sides were interviewed
</div>
</div>
<div class="description-container">
We conducted in-person and remote interviews of our client’s internal stakeholders from the
business, technical, and marketing sides of the organization to get a better understanding of
their structure and their roles in the overall system.
</div>
</div>
<p>For desk research, I put together a spreadsheet with news articles, government policies, statistical
data, blog posts, and journal articles from the internet, to which other team members contributed as
well during the course of our sprint. A process map was started to visualize the information we
obtained from all these sources.</p>
<div class="image-section">
<div class="image-container">
<img class="image-half" src="./images/healthcare/map1.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
Patients and healthcare providers should have been experiencing this very straightforward
and simple system...
</p>
</div>
<div class="image-container">
<img class="image-half" src="./images/healthcare/map2.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
...however, we found that this is what itt actually looks like based on secondary research.
</p>
</div>
</div>
<div class="stats-section" id="research-stat-2">
<div class="stat">
<div class="stats-number">
10 healthcare providers
</div>
<div class="stats-caption">
like doctors, nurses and pharmacists were interviewed
</div>
</div>
<div class="description-container">
Next, we interviewed healthcare providers and pharmacists about their experiences with health
insurers, what their workflows were like, and tools they used as part of their practice. We
realized from these interviews that the experience which patients have to go through was
actually a lot more complex than we had previously thought it was.
</div>
</div>
<div class="image-section">
<div class="image-container">
<img class="image-half" src="./images/healthcare/interview1.jpeg" alt="" style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
Interviewing healthcare providers and other partners helped us understand what health
insurance looks like in the real world.
</p>
</div>
<div class="image-container">
<img class="image-half" src="./images/healthcare/interview2.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
We realized that everyone's experience of the system gets even more complex and twisted in
practice.
</p>
</div>
</div>
</div>
<div class="content-section" id="ideation">
<div class="caps-heading">Ideation Session</div>
<p>A two-day ideation workshop gave us a number of compelling ideas and prototypes which addressed
our key challenges. Techniques like process maps and concept cards were used to help participants
internalize our
research, after which we took them through different ideation and concept development exercises.</p>
<div class="stats-section" id="ideation-stat">
<div class="stat">
<div class="stats-number">
22 participants
</div>
<div class="stats-caption">
from client's business, technical, and marketing sides
</div>
</div>
<div class="description-container">
22 participants from our client's business, marketing, and technical sides
came together for a two-day session to solve problems.
</div>
</div>
<div class="image-section">
<div class="image-container">
<img class="image-half" src="./images/healthcare/ideation1.jpeg" alt="">
<p class="caption">
Techniques like process flow mapping helped participants see the whole picture and come out
of the silos they were accustomed to working in.
</p>
</div>
<div class="image-container">
<img class="image-half" src="./images/healthcare/ideastion2.jpeg" alt="">
<p class="caption">
Participants had a lot of fun making such beautiful prototypes.
</p>
</div>
</div>
</div>
<div class="content-section" id="testing">
<div class="caps-heading">Prototype Testing</div>
<p>Each of the concepts was taken apart and critically evaluated based on ethics and human centeredness.
Storyboards were created to show use cases of how patients and providers would benefit from our
solutions. We compiled stories which showed how all concepts might work seamlessly with one other,
and also independently if need be.</p>
<div class="image-section">
<div class="image-container">
<img class="image-half" src="./images/healthcare/storyboard1.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
Storyboard for scenario 1
</p>
</div>
<div class="image-container">
<img class="image-half" src="./images/healthcare/storyboard2.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid; filter: brightness(0.99);">
<p class="caption">
Storyboard for scenario 2
</p>
</div>
</div>
<div class="stats-section" id="proto-test-stat">
<div class="stat">
<div class="stats-number">
14 feedback interviews
</div>
<div class="stats-caption">
from healthcare providers and the client's internal teams
</div>
</div>
<div class="description-container">
We interviewed 8 healthcare professionals and 6 members of our client's internal teams were to
understand how these solutions might fit into their workflows.
</div>
</div>
<p>Healthcare providers and other stakeholders gave us feedback on the effect these solutions would have
on their
work, after which we re-refined our concepts to better align with commonalities between our
interviewees' individual workflows and our client's business goals.</p>
<div class="image-section">
<div class="image-container">
<img class="image-half" src="./images/healthcare/feedback1.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid;">
<p class="caption">
Interviewing health providers for feedback on our concepts
</p>
</div>
<div class="image-container">
<img class="image-half" src="./images/healthcare/feedback2.jpeg" alt=""
style="border: rgb(240, 240, 240) 1px solid; filter: brightness(0.99);">
<p class="caption">
Refining concepts based on feedback
</p>
</div>
</div>
</div>
<div class="content-section" id="handover">
<div class="caps-heading">Project Handover</div>
<p>The solutions were presented to the internal teams at our client's company, and the project was
delivered in the form of a report and guidelines on next steps to help them continue the work
internally.
</p>
</div>
<div class="content-section" id="learnings">
<div class="caps-heading">Things I Learnt</div>
<p>
<ul class="in-content-list">
<li>Client side teams often work in silos and very few people really understand how the overall
system works in large corporations.
</li>
<li>People are hesitant at first to start prototyping but can have a lot of fun and enjoy the
process if given the right push.
</li>
<li>The design thinking vagueness is difficult for most non designers to accept, but striving to
build trust throughout the workshop is very rewarding at the end.
</li>
<li>Innovation is most commonly associated with technology, and leveraging research to help
people understand other people's lives and empathize with users is a great way to break this
pattern.
</li>
</ul>
</p>
</div>
<div class="end-content">
</div>
<a class="next-project" href="./smartbox">• Next Project •</a>
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