Military Patient Experience
How can we improve the front desk experience for active duty military personnel and their familes?
Working within the Defense Health Agency’s National Capital Region, this small team sought to improve patient experience when interacting with front desk staff across eight military hospitals. This project used a full-cycle human-centered design framework identify underlying factors of influence across all clinical facilities, define the variables of successful front desks, and ultimately solidify successful approaches to patient engagement across the largest military healthcare market in the world.
Role: Deputy Project Lead | Timeline: 15 months | Tools: In-person Facilitation, Mural, InDesign
Some of this work is considered unclassified but still sensitive. To see the full project overview, visit the password protected link. Need the link? Shoot me an email!