Home Health
Home Health Service Desk
Kindred at Home, the largest home healthcare provider in the United States, went through multiple mergers in the past few years, leading to many gaps and discrepancies in the employee experience across their organization. As part of the last merger, they transitioned to a new, Manila-based service desk managed by Wipro. Designit was asked to research and identify issues with the current desk and then co-create opportunities to improve the employee experience with the new desk.
I WORKED ON
Service design, research, workshop facilitation, process mapping, deliverable design
I COLLABORATED WITH
Maria Chercoles (service design), Elizabeth Heywood (lead), Mukund Gopalakrishna (director)
RESEARCH
In order to truly understand how to improve the desk, we focused our research in 3 areas: corporate employees of using the service desk, clinical and non-clinical field employees using the service desk, employees working at the service desk in Manila and in the US.
METHODS
Stakeholder interviews, alignment workshop, shadowing & fly-on-the-wall observation, site visits, desk research, one-on-one interviews, co-creation sessions
45
hours shadowing service desk employees in Manila
10
ticket cases mapped out and researched in detail
2
Visits of Kindred at Home clinical branches
65
one-on-one interviews of employees
During the research synthesis, we identified 9 pain point areas, which we called “solution areas.” We used them as a device to present the main research insights and as containers for the opportunity creation later on.
9 SOLUTION AREAS
PROCESS & SCENARIO MAPPING
From our research, we were able to map out all the procedures, people, and systems involved in the end-to-end ticket resolution process at Kindred at Home. This allowed us to contextualize gaps and pain points in the experience, and begin identifying potential improvement opportunities. We also created 2 high-level diagrams of the old desk mode vs the new desk model, to provide an even higher level view to stakeholders of how things have changed – as we discovered some weren’t fully aware of the scope of the change.
METHODS
Process mapping
OLD SERVICE DESK
NEW SERVICE DESK
From the 10 tickets that we closely analyzed during the research, we created 2 generic scenarios that we mapped out and turned into a process flow. We presented these 2 scenarios during the research shareout to illustrate the key insights and solution areas in context and to provide tangible examples.
TICKET SCENARIO 1
TICKET SCENARIO 2
OPPORTUNITIES
To help Kindred at Home identify prioritized, tangible opportunities to improve the service desk, we facilitated a workshop where we presented the research insights and the process map, as well as initial opportunities for improvement that emerged from our research. The opportunities were grouped under the solution areas that we identified during the research. As a result of this workshop, we collectively generated and prioritized 75 opportunities for improvement which we organized into an Opportunities Matrix. The Matrix allowed us to call out quick wins - an important deliverable for Kindred - and an execution timeline for each opportunity.
METHODS
Opportunities mapping, co-creation, prioritization matrix
DELIVERABLES
What we delivered:
Research insights
of the needs and pain points of different user personas we identified during our research
Insights & Opportunity Mapping Workshop
to collaborate on future North Star solutions to improve the service desk
Ticket resolution process map
illustrating the ticket resolution process phase-by-phase, with people, tools and processes
Prioritized opportunities for improvement
in the form of an Opportunities Matrix, a filterable Excel spreadsheet and a PDF summary