Healthcare: CX Audit

Member feedback about the customer experience was being received but some of the data was not being organized, analyzed and acted upon.  The data required analysis in order to determine the frequency, feasibility and difficulty before prioritizing for a solution.

I was given the task of taking all the gathered data, organizing it and translating the results into actionable items to facilitate prioritization.

To do this, I used a combination of UX research techniques.  First, I created a "Rainbow Spreadsheet" to track all reported pain points, record the frequency the item was reported, and assign an initial issue rating to each item.  Secondly, I used card sorting to determine the feasibility; each item was categorized as a system enhancement need, internal process change need, 3rd party vendor issue (limited control over) or not feasible.   The findings were presented to organizational leader to prioritize solutions.

The findings from these UX exercises were used to prioritize the product roadmap for the next few quarters of product development work.  These findings were also critical in influencing operational changes and marketing changes so frequent member questions could be addressed through physical and digital materials sent to over 1 million enrolled members.