CVS Health / Signify Health

While at Signify Health, we were acquired by CVS Health and integrated into the larger ecosystem of product offerings. My role was specifically in the home examination space where I designed applications that helped facilitate and schedule in home evaluations for individuals as covered by their insurance companies

Research

The existing process was completely manual and required calling and scheduling with Doctors and Patients. To understand the needs of the Doctors and Patients I spent time with Doctors on ride alongs to visit with patients and better understand their scheduling challenges and opportunities. In better understanding these needs and hurdles, I was able to craft an initial design that incorporated the concept of what we intended to build.

Refinement

As we continued to evolve, so did the research and validation. After spending time in the call center, listening to as well as calling patients for scheduling, I was able to refine the product and implementation..

Rollout

Throughout the course of the project, we constantly validated with both persona types and adjusted accordingly while meeting the business needs to help improve our process and reduce call center volume.