UPMC Health Plan

maternity
strategic research

Timeline

3-year project

Presented October 2017

Tools

InDesign

Illustrator

Qualtrics

Excel

Mural

PowerPoint

Pencil and paper

Whiteboards and sticky notes

Responsibilities

Established project roadmap and scope

Coordinated and led meetings with project stakeholders

Created and conducted all research

Analyzed and synthesized all findings

Facilitated cross-disciplinary ideation and concept vetting workshops

Presented final recommendations to Leadership

Problem

UPMC Health Plan's telephonic maternity health coaching program had a low reponse rate and struggled to provide services to a wider audience at times when they needed support the most

Objectives

Help members have healthier, less expensive pregnancies

Improve the reach and availability of maternity resources

Key Metrics

Increase member-initiated interactions with care managers, health coaches, and providers

Increase UPMC's HEDIS (Healthcare Effectiveness Data and Information Set) performance

Increase telephonic maternity program engagement

Process

Discovery research

Stakeholder mapping

Journey mapping

Maternity program observation

Competitive analysis

Outpatient clinic intake personnel and social worker interviews

National quantitative surveying

New parent interviews

Research analysis and synthesis

Persona creation

Cross-disciplinary ideation workshop (creative matrix, importance/difficulty matrix, concept posters)

Concept evaluation and storyboarding

Recommendation presentation

Results

Final concept recommendations were presented to Leadership in February 2017

Recommendation Use Case Examples