Healthcare North Star:
Navigating to Care
We defined a vision for a holistic new strategy for how Kaiser Permanente patients navigate to care. We used futures tools and service design for organizational strategy.
The work is being implemented today because we created safe spaces for people to think differently:
- The futures tools helped build trust and ambition
- We linked back to the research as evidence
- We built the vision together with Operations
Methods
Service design journey mapping
Organizational behavior change
Collaborative futures approaches
4-Quadrants futures projection
Gap analysis
Deliverables
North Star vision statement agreed on by key executives
Five pronged model or core elements necessary to delivering on that vision
Gap Analysis to identify key areas for technology, partnership, or operational improvement.
Results
Agreement that care begins before the clinical encounter— navigating to care is care.
Operations strategy for key initiatives toward patient-centered navigation
Context: Navigation options had multiplied
More options are good, but require too many decision points, opening up for mistakes. How might AI help support flow?
Objective: Establish a 5-year vision
We were tasked to plan far enough ahead that this large, safety-oriented organization could make significant improvements.
Journey Mapping: Core Use Cases
An important addition to standard mapping was to identify the ideal flow in the future, as well as barriers and successes.
Futures Approach:
Analysis + Extrapolation + Scenarios
Drawing on insights from the journey map, PESTLE, and seeds, I developed 4 evocative scenarios aligned with core values.
Organizational Behavior Change
Side conversations were essential to reframe how executives viewed the work, so that the collaborative workshops were productive.
Gap Analysis: A Familiar Format
Translating design and futures recommendations into a set of spreadsheets eased the hand-over to executives and Operations.