Service Blueprint: Caregiver Experience
After facilitating service design sessions with health insurance company program managers and clinical staff to explore caregiver needs and their experience seeking support, we crafted a baseline service blueprint to reflect the group's findings and ideas.
Workshop goals
Visualize the current-state experience for insurance plan members who are caregivers, and for non-members who are caregivers for insurance plan members.
Identify gaps and pain points in the insurance plan's current service experience, and opportunities for improvement.
Provide an informative reference for decision-makers deciding between several caregiver support software solutions.
Baseline service blueprint
We used Miro software to craft the service blueprint and invite comments and active collaboration with workshop participants. The service blueprint below illustrates the experience for an insurance plan member who is a caregiver for someone. It follows a standard service design format illustrating front of house actions (people and systems caregivers interact with directly), and back of house actions (people and systems that support interactions with caregivers but are not visible to them).
Outcomes
The baseline service blueprint for a caregiving insurance plan member clearly illustrated the confusing and frustrating experience they often had. Services were not readily accessible for three primary reasons:
fragmentation resulting in callers being transferred repeatedly;
lack of internal awareness of the entirety of service offerings;
disconnects between computer systems and gaps in data collection that made it impossible to measure outcomes.
The blueprint was a key reference for staff who decided which caregiver support software to purchase.
The blueprint was a key reference for staff as they began to redesign processes to optimize the new caregiver support software and improve the member caregiver experience.