Trinity Hospice
Creating a new standard of care and compassion for end of life services.
Overview
20 month product design effort including research, design, user testing, and engineering.
Services
Research
Product Design
Product Strategy
My Role
Design Leader
KPMG—
2017
20 month product design effort including research, design, user testing, and engineering.
Services
Research
Product Design
Product Strategy
My Role
Design Leader
KPMG—
2017
At one of the most sensitive points of healthcare—hospice services have not been part of the digital disruption taking place in healthcare. How can mobility, integrated services, and patient-centricity drive a new vision of hospice?
Strategy
Understanding the journey of hospice
To identify the guiding principles that would drive our solution execution our research team was focused on understanding both the inside out and outside in the journey of care providers, patients, families and business leaders within the hospice ecosystem. Concentrating on the lifecycle of delivering care at every stage of the hospice experience, we broke the engagement lifecycle into six distinct journeys and value themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing.
Hospice service journeys
Themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing
Themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing
Empathy Map / Personas
Themes: Efficiency, Consistency, Clarity, Compassion
Themes: Efficiency, Consistency, Clarity, Compassion
Concept
Integrating patient care, family-wellness and efficient business to drive deeper compassion.
Based on findings gathered during onsite visits, interviews with caregivers, the team identified six persona types and six service journeys that fed an opportunity matrix of service enhancements and net new product concepts that could improve the quality of care given to patients, their families and the caregiving team.
Areas of opportunity
Services delivery enhancement
Mobile-first for digital tools
Simplied onboarding and marketing
Reducing service design friction points
Integrated relationship tools in to Pre+Onboarding
New product / feature areas
Post passing communication tools
Integrating medication ordering
Integrated reporting tools in to caregiving tools
Commuication tools for close+extended family
Crisis notifications to caregiver
Location check-in to reduce billing amounts