Caregiver Service Design Workshop
We designed and facilitated sessions to explore caregiver needs, and assess whether a health insurance company's services were sufficient and easily accessible. The caregivers in question were people who cared for a family member or friend in a nonprofessional, often unpaid capacity. Session participants were company program managers and clinical staff whose goals were to provide education and effectively reduce caregivers' stress, minimizing negative impacts to their health, careers, finances, and other aspects of their lives as employees, parents, and community members.
Workshop goals
Empathize with caregivers and identify their needs from a caregiver's point of view.
Revisit the company's caregiver support services and consider them from different perspectives.
Identify caregiver actions that lead to seeking support from the company.
Review a service blueprint example in preparation for creating a caregiver experience service blueprint.
Workshop sessions agenda.
Approach
We used Miro collaboration software to facilitate the sessions. All attendees participated online using Miro.
First, each participant independently completed an empathy map, designed to shift their focus away from the company's current service offerings. The purpose of this activity was to empathize with caregivers and walk in their shoes, considering needs from their point of view.
Each participant created an empathy map to describe an unpaid caregiver's feelings and concerns and what information they might have heard or possess.
Next, each participant switched focus back to business, considering the company's caregiver support services in different contexts as they created a context map.
Each participant created a context canvas that identified a vision for the company's caregiver services, priorities, value proposition, competitors and partners, and trends that might positively or negatively influence the company.
Synthesizing workshop output
Each participant presented their empathy maps and context canvases to the group. They worked together to create one empathy map and one context canvas that captured everyone's ideas, including new ones that emerged during discussion.
In a second session, participants spent 10 minutes brainstorming caregiver actions that might lead them to contact or be contacted by the company for support.
Together we used the output from the activities to draft an initial service blueprint capturing what caregivers experienced as they interacted with the company, and identifying gaps and opportunities for service improvement:
Draft of baseline service blueprint.
Outcome
We refined output from workshop sessions to craft a visually compelling baseline service blueprint to illustrate the caregiver support-seeking experience, and identify gaps and opportunities for service improvement.