Signify Health: User Flows
During my time at Signify Health, I worked alongside with the Product Owner for Transition To Home (TTH) Service to audit and identify products and services that we currently offered to see if we need to invest, modify or cancel the service all together. Two of the flows highlighted below are processes that the product team wanted to audit to see what the business impact was. There was no documentation to see what the case review and med review process looked like. We needed to research this process because these were both services with long turn around times and large investments for the business as a service we offer to our clients. Below is the breakdown of my process to capture these user flows.
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Met with the Product Owner (PO) for the program
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Identified the users for Med Review and Case Reviews
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Reviewed the business impact for both services to capture the problem and what the intent of the research was
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Identified what we are trying to learn
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Met with the end users and conducted job shadowing to understand the day to day workflow
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Identified pain points in the current process
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Created the user flow
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Reviewed the flow with the end users to make sure I captured everything
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Reviewed the flow with the PO and made our final recommendations based on our findings
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Presented the final research findings to the leadership team to validate our decisions for these services going forward
Outcome: The Case Review process was a very manual process and we identified areas for automation and made changes to the process flow itself to get the turnaround times reduced significantly for patients who really needed it. The med review process was only utilizing one of the two platforms we were paying for this process, we decided not to renew the contract for one of these services since it was not being utilized at all, which resulted in cost savings for the business.
User Flows
