Blueprinting a future for better patient outcomes

A national oncology provider asked RSM to assess a contact experience that was plagued by delays and failures of communication, inconveniencing patients and threatening their care outcomes at their most vulnerable times. We assembled a team of researchers and strategists to explore these challenges by conducting staff interviews, workshops, onsite patient intercepts, and contextual inquiry of the multi-faceted employee experiences. Ultimately, we identified key pain points and bottlenecks, and set a new strategy for patient and care team communication.

I worked closely with the researchers and strategists to synthesize our findings. Out of those sessions, I developed an interactive service design blueprint that brought depth and context with actionable insights for the organization as a whole.