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Discovery  |  Journeys

Building Value Through Collaboration

Case Study

Improving Care Journeys Through Research-Driven Design

A large healthcare organization was investing in multiple medical, digital, and service initiatives, but the work wasn’t consistently translating into measurable outcomes. Research was largely tied to individual projects, limiting its ability to inform end-to-end experience improvements or strategic decision-making. Teams needed clearer alignment to OKRs, better visibility into how changes impacted the full customer journey, and more consistent ways to turn insights into decisions that moved key business and patient outcomes.

Challenge

The opportunity was to connect and elevate this work into a more strategic, cross-functional practice—aligning insights across product, design, medical, operations, and strategy, improving prioritization, and strengthening how research informed broader business and experience outcomes, while also building research maturity across teams.

Outcomes

The work helped shift research from a series of isolated projects to a more strategic capability. It improved cross-functional alignment, strengthened how customer insight supported Objectives and Key Results (OKRs) and prioritization, and helped teams make more informed decisions across medical and experience initiatives. It also contributed to the growth of CX research as a practice through more consistent ways of working, stronger collaboration, and mentorship that supported both delivery and capability-building.

Approach

I led mixed-methods research across multiple initiatives, working closely with cross-functional partners to understand customer needs, experience friction, and system-wide gaps across connected journeys. Instead of treating each study in isolation, I collaborated with teams to identify patterns across efforts and connect insights into a shared understanding of the customer experience. This helped stakeholders make more informed, aligned decisions based on a unified view of user needs and opportunities.

Establishing Customer Experience Research

Led mixed-methods research across multiple initiatives within a large healthcare organization, partnering across medical, product, design, and operations to connect customer insight to Objectives and Key Results (OKRs), prioritization, and cross-functional decision-making. Beyond project delivery, I helped strengthen CX research as a strategic practice through leadership, mentorship, and more integrated ways of working.

Outcome reporting
Improved patient care journeys by reducing drop-off, increasing adherence, and supporting behavior change through continuous discovery.

leadership l mixed methods l cross-org transformation l strategy l research operations

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