The project began with a kickoff workshop, where I led a team of 20+ stakeholders from the client organization. During this session, we facilitated a knowledge gaps identification activity and conducted presentations on foundational documents to align all team members. This was followed by a series of stakeholder interviews and document reviews to better understand the client's business, innovation strategy, and emerging trends in primary care.

Our research included engaging with six clinic sites across multiple types of care environments: primary care (2), urgent care (2), pediatric (1), and community health clinics (1). We utilized a mixed-methods approach, which included guided tours of clinics, direct observation of key activities, and role enactments to simulate real-world interactions. These activities were followed by in-depth interviews with healthcare providers, clinical staff, and administrators to dive deeper into their workflows and needs.

This approach provided us with a comprehensive understanding of not only how tools and devices were used but also the broader context in which care was delivered. The observational insights were further explored during interviews, where we discussed the impact of organizational structures, provider workflows, and patient engagement on care delivery.

Our team utilized language and video analysis to identify key behavioral and attitudinal patterns, pain points, and unmet needs. We synthesized these findings into key insights and opportunities for product and service innovation.

One of the critical deliverables was a process map providing a detailed account of the care journey including workflows of the provider, clinicians, and administrative staff. Here we called out user needs, pain points and problems for the client organization to solve.

The project culminated in the delivery of an Insights & Opportunity Framing Report and a Primary Care Process Map. These strategic documents served as foundational guides for the client, helping them prioritize areas for innovation across their entire portfolio of products and services.

Additionally, the insights and recommendations were used to guide ideation sessions with the client team and informed subsequent rounds of testing, refinement, and product development.