Designed and mapped intake-to-care workflows, reducing clinician burden and enabling 176 telehealth visits in 5 months, generating $11,000 in new revenue.
Service Design Lead
Responsibilities
Service Blueprint
Prototype
Team
Iulius Lucaci, Project Director
Shelby Graves, Project Manager
Thais Senger, Research Lead
Liza Eckert, Researcher
Client
AdventHealth Consumer Access
Date
June 2022 – February 2025
Reinventing the Telephony System For Clinical Questions
With a system-wide initiative to increase live answer rate, AdventHealth implemented scheduling contact center. However,
the clinic had created a new issue of surplus of telephone encounter, a message that
scheduling contact center often receives
While the live answer rate was high, we found an increase of telephone encounters to providers’ office, burdening staffs in the providers’ office.
I conducted research, in charge of all visual synthesis and designed frameworks.
Two Breakdowns Hindering First Interaction Resolution
The biggest discovery of black hole
Access to Clinical Knowledge
(Multiple Inputs)
Opportunity prioritization & Ideal Service Blueprint
Providers, Corporate Leaders, AIT and Designers created service blueprints and put forth pilot hypotheses on how to improve the communication between consumers and AdventHealth providers.
Outcome: Hypothesis, initial models
Importance of RN
Need for provider presence to enable virtual triage
Solution: Ideal Journey & 1 Model +
New Features (Only applicable to Pilot)
FRD / collab with Five9 engineersAccess to clinical knowledge
Virtual Triage
Estimated Waittime
Give time back to clinical teams in providers’ office
On-demand telehealth visit
Pilot Related Title
+ before and after structure