Designing a Better Hybrid Care Experience
Shaped a joint digital and physical health strategy for an integrated delivery system, aligned to value-based care.
Challenge
The organization faced high-stakes choices about how digital and in-person care should work together, with real impact on patient experience and outcomes.
Solution
Combined human-centered design with strategic framing: service blueprints, floor layouts, location concepts, health tech recommendations, and early mockups. Then translated it into a clear plan with business case and projections.
Outcome
Delivered a C-suite-ready narrative and recommendations, uncovered ~$10M in annual benefit, and created a clearer path toward a more consistent patient experience.
What I Learned
I learned that strategy becomes real the moment you sketch the patient journey, and that the best solutions solve one problem or serve one population really well, instead of trying to solve everything all at once.