Signify Health: Post Acute Care (PAC) Customer Journey
During my time at Signify Health, I worked the VP of Product to design this customer journey for the future of Post Acute health. Below is the breakdown of how I did the research to identify the current journey process and then the future process.
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Reviewed the problem / business case with the VP of product and the director of product for this service
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Identified the people I need to interview to understand the existing flow for our patients
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Met with the different teams that interact with the patient at each touch point to document the journey
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Identified the pain points in the current process to understand points of intercept where automation or service value adds
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Documented the flow
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Worked with product and engineering leads to see what we can automate / change
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Created a ideal future flow with less friction for our patients and a clear path for optimal care
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Presented the flow to the VP and leadership team to clearly communicate the vision for this service going forward
Post Acute Care (PAC): Customer Journey
