Diabetes DME Experience
This project set out to provide Anthem’s clinical strategy team insight into the experience and challenges patients with diabetes experience when they’re sourcing equipment and supplies needed to care for their condition. Different tools such as personas, journey maps, and stakeholder maps helped paint the picture.
Presentation documents are available upon request.
Role: Project Lead, Design Researcher, Service Designer, Document Designer
A Complex Ecosystem
While members of the Anthem team were cognizant of some of the stakeholders involved in the process, this visual helped them better understand the different points of contact that a person might experience when trying to source diabetes supplies.
Interviews with members as well as with internal subject matter experts helped inform the different components of the ecosystem. When diagrammed, many members of the steering committee were surprised to see the complexity of the space.
In the eye of the beholder
An important step for understanding and building empathy was creating personas that accurately reflected the experience of Type 1 and Type 2 patients. While they both have diabetes, their needs, experiences, and frustrations are different.
Interviews helped gather the information that was used to build the two personas. They were sourced through connections as well as an internal group dedicated to supporting employees with a health condition.
Mapping the experience
The highs and lows in the experience of the different personas allowed the Anthem team to better understand what is beyond what they can control and what they can influence. It also allowed us in the CX team to offer up possible solutions or things to consider in order to make the journey better for the customers.
Reflecting on the work
With the limited access I had to members with diabetes, I feel that I was able to present a different way of evaluating the diabetes experience to the Steering Committee. This was the first time they had seen stakeholder and journey maps representative of members with diabetes beyond quantitative data.
This project was stopped after the initial research findings presentation because of strategic priority shifts. I think they missed the opportunity to have a co-design workshop with the participants we had secured in order to really experience the full Service Design project experience and get to solutions that members found valuable.
