Qualitative research & service design at Humana Inc.
When decreasing cardiac events can drastically improve patient quality of life and lower emergency room costs on the healthcare system, how might we predict and intervene with high-risk patients?
Activities:
In-depth interviews
Qualitative analysis
Prototype value & usability assessment
Service design
In-depth interviews were conducted with primary care physicians, cardiologists, nurses, and patients to understand each role’s motivations, behaviors and unmet needs.
Findings lead to the design and development of a pilot program with a Florida clinic and 50 enrolled patients. Assessments were conducted during the pilot phase for programmatic improvement and impact assessments of the service materials and touch points.
At the end of the pilot we achieved 20% more engagement than the next successful program. We recorded in hundreds of thousands of healthcare dollars saved in just the pilot alone—and most importantly—increased time and quality of life given back to patients whose cardiac events were avoided.