Inclusive Care
Project Objective
Understand the current state experience of LGBTQ+ individuals seeking care and advise on the select a new vendor through insights and recommendations
My Role
Primary service designer
Project Highlights
*details of this project are proprietary
The organization was seeking vendors that focused on assisting the LGBTQ+ community to affirming providers and practices. The Design Studio was brought in to conduct research to uncover what the current experience was like, dive into the broader nuances of the LGBTQ+ experience, and understand the role of a health insurer in the market.
As the primary service designer I guided the team through the design research process - from developing interview guides, to data collection and synthesis, and developing final research findings and recommendations. The goal was to allow the business team to use the recommendations during the RFP process, integrating our findings into specific questions and qualifications they were looking for in a vendor. Ideally, the recommendations would also be used during the BRD (business readiness development) process to ensure our standard of customer experience was met.
Having hard conversations
Healthcare is about taking care of the whole individual, sexual health included. Many individuals in corporate setting are not used to engaging in conversations around that topic, but it was integral for this effort. By informing stakeholders of this fact prior to meetings, I was able to share raw and important experiences from interviewees that ultimately impacted the outcome of our research without feeling the need to sugar coat the discussion.