Included Health is a digital health company delivering virtual medical care and benefits navigation via app, phone, and video. After a merger and an acquisition in 2021, our newly-combined company needed to streamline legacy internal tools that our clinicians and care team used to assist members with their healthcare needs. This service design work included evaluating existing systems and workflows, which few individuals on our cross-functional team understood.
Creating Shared Understanding
•Partnered with user research to uncover insights about internal user workflows and pain points
•Translated research findings into actionable recommendations for product and engineering teams
•Translated and communicated implications of internal team service delivery workflows to teams building the end-user (member app) experience
Delivering Solutions
•Spearheaded the initial effort to integrate and link legacy Doctor on Demand accounts into/within the existing Grand Rounds Salesforce instance
•Combined the legacy companies’ Nurse Triage service lines, simplifying the creation of and reporting for cases
•Created updated internal acronym glossary as a resource for new hires
•Resolved how the care team would view the combined legacy Grand Rounds, Doctor on Demand, and Included Health member data
Building Relationships
•Partnered with internal operations leaders ensure that our design choices matched workflow needs
•Instituted team user manuals to help our merged team work better together, with 15 of 20 members actively participating
•Mentored junior designers
•Instituted and facilitated virtual small-team working sessions to foster community for internal tools designers