Case Studies
Innovation Workshops
Startup growth: Deciding on a new business direction
In a four-session discovery and decision-making workshop, a mission-driven software startup evaluated three potential business directions to decide on a new direction.
The team made a confident, shared decision on a new primary business direction, generated strong ideas for creating recurring revenue, and identified critical steps to move in the new direction.
“What’s on your radar” activity from business direction problem-solving session.
Healthcare process: Improving outreach to achieve better member health outcomes
In a discovery workshop, medical directors brainstormed how to improve their health insurance company's process for identifying and supporting high-risk older members.
The organization's change management team used the findings to facilitate internal process changes in preparation for technology modifications.
Iterative brainstorming, from healthcare process discovery session.
Customer service: Improving support for caregivers of health insurance members
Program managers and clinical staff explored caregiver needs and experiences interacting with a health insurance company in a service design workshop.
Capturing the caregivers' experiences resulted in a visually compelling baseline service blueprint that identified gaps and opportunities for service improvement.
Empathy map from member service design discovery session.
Design Artifacts
Customer service: Baseline service blueprint for member caregiver support experience
A baseline service blueprint clearly illustrated the confusing and frustrating experiences caregivers had interacting with their loved one's insurance company.
The blueprint was a key reference for staff selecting specialized software and redesigning processes to improve the caregiver support experience .
Baseline member service blueprint that emerged from member service design discovery sessions.
Product development: Conceptual design to vet a product concept
A software company wanted to learn whether their financial publishing platform customers would buy a language translation add-on product.
An interactive prototype saved time and money vetting the concept and customer interest.
Conceptual design and rapid prototyping for potential software product.
