Showcase : Service Design
Patient, Provider & Payor Experience
Problem Statement
A global wound care leader discovered that their patients faced weeks-long delays getting medical devices approved by insurance, creating anxiety and potential health risks. What started as customer complaints revealed a complex web of miscommunication between patients, doctors, and insurance processors - each group working harder but achieving worse outcomes.
How this relates to your needs
Every organization has these hidden friction points where good people work around broken processes instead of fixing them. Whether you're scaling a healthcare startup, optimizing patient services, or improving any multi-stakeholder experience, these communication breakdowns cost you customers, employee satisfaction, and growth. The service design methodology I used here reveals where your stakeholders are struggling - and creates clear pathways to transform those pain points into competitive advantages.