Improving Healthcare Support
Who: A for-profit American health insurance company.
What: Improve healthcare experiences for members with low income and disabilities.
How: Identify barriers and challenges specifically focusing on access to care for Type 2 diabetes.
Why: Explore opportunities for improving care access through provider engagement, resource enhancement, outreach, and community partnerships.
My Role
Project Leading: Managed the project from end-to-end. Orchestrated execution of interviews, analysis, and the report-building.
Building Tools & Artifacts: For the front end of the project, I worked independently putting in place the discussion guide, coordinating with the recruiter to screen participants and manage the participant outreach.
Facilitating Collaboration: Set up digital boards and frameworks for interview debriefing, analysis, synthesis and storyboarding.
Project Outcomes
The study illuminated critical behavioral and emotional challenges faced by diabetic individuals with social risk factors—particularly around motivation, access, and ownership in care. Insights revealed how emotional and cognitive overload impacts healthcare engagement and how diagnosis context influences patients’ sense of urgency and control. These findings were consolidated into a comprehensive report, with mapped opportunity areas and targeted critical thinking prompts to guide internal teams in developing more empathetic, accessible healthcare solutions.