Transforming Patient Care:
Designing CDPHP’s Digital Cares Program Vision
The CDPHP Cares program supports patients in avoiding hospital readmissions through post-discharge care management, but its reliance on in-person processes limited scalability and efficiency. Tasked with crafting a digital vision, we conducted stakeholder interviews, service blueprinting, and journey mapping to uncover pain points and opportunities. The resulting strategy introduced a scalable, data-driven experience with tools for proactive communication and personalized care. By refining CDPHP’s brand and creating a prototype to illustrate key user moments, we delivered a clear vision for transforming the program into a more efficient, engaging, and impactful digital solution.
CLIENT
Key Contributions
Experience Strategy | Discovery Research | Workshop Facilitation | Journey Mapping | Persona Discovery | Service Design Thinking and Activities | Stakeholder Alignment | Content Strategy Collaboration | Experience Direction | Stakeholder Management | Leadership Relationship Building | Design Direction
Pre-Sales Phase: Setting the Stage
Overview:
The project aimed to create a digital vision for CDPHP’s Cares program, which ensures patients are not readmitted to the hospital post-discharge. The initial focus was on delivering a design vision that aligned with CDPHP’s objectives of improving care delivery and scaling their program.
Problem:
CDPHP’s Cares program needed a digital component to enhance efficiency, scale its reach, and provide proactive communication with patients and providers.
Challenges:
Aligning diverse stakeholder expectations within a design-focused timeframe.
Ensuring a comprehensive understanding of the end-to-end experience to inform the vision.
My Role:
I joined the project as a consultant, helping to define a structured approach and incorporating strategic activities to deliver a high-impact vision.
Ideation Phase: Defining the Vision
Overview:
Using insights from discovery, we crafted an experience strategy and future-state journey maps for members/patients and providers.
Problem:
The current physical process lacked the ability to gather meaningful data or scale to support more patients, leading to inefficiencies and missed opportunities for proactive interventions.
Activities:
Designed an ideal-state user journey for members/patients and providers, focusing on efficiency and proactive care.
Developed an experience strategy that prioritized data collection, program scalability, and a vision for a learning model to meet business goals.
Goals:
Create a vision that aligned with both user needs and CDPHP’s business objectives.
Lay the groundwork for a digital transformation of the Cares program.
My Role:
Contributed to defining the experience strategy, mapping future-state user journeys, and ensuring alignment between user needs and business goals.
Design Phase: Bringing the Vision to Life
Overview:
We expanded CDPHP’s brand design to create a cohesive, visually engaging experience that emphasized clarity and usability. Prototypes were used to bring key moments of the user journey to life, helping stakeholders visualize the digital transformation.
Problem:
The lack of clear visual hierarchy in existing materials slowed user comprehension and engagement. Additionally, stakeholders needed a tangible representation of the future-state vision to gain buy-in.
Activities:
Enhanced CDPHP’s brand design by introducing clear visual hierarchy and user-friendly elements.
Created a high-fidelity prototype to illustrate key moments in the user journey.
Designed solutions to improve accessibility, reduce care manager workloads, and enhance engagement.
Solutions:
The prototype demonstrated the potential for reducing hospital readmissions, improving communication between members and providers, and supporting care managers with scalable, data-driven tools.
My Role:
Oversaw the creation of the design and prototype, ensuring it adhered to the experience strategy while addressing user pain points and business goals.
Learn Phase: Laying the Foundation for Future Success
Overview:
While the scope of this project ended with the delivery of the vision, it provided CDPHP with a clear roadmap for implementation and opportunities for continuous improvement.
Key Learnings:
Discovery activities, even in a limited timeframe, are critical to delivering meaningful results.
Visualizing the vision through prototypes was instrumental in securing stakeholder alignment and buy-in.
A data-driven approach to patient care has the potential to transform healthcare delivery and outcomes.
Next Steps:
Use the prototype and strategy as a foundation for implementation.
Gather data during early phases of the digital transformation to validate the approach and refine future iterations.
My Role:
Provided CDPHP with clear documentation and actionable next steps to support the implementation of the vision.
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