2-3 MIN. READ   /   RESEARCH   /   SERVICE DESIGN

Reimagining the Primary Care Experience for Seniors

Quality primary care is essential at every stage of life, but coordinating care as seniors transition between health stages is critical.

CHALLENGE
OUTCOME
Go beyond the clinical primary care experience to empower seniors to have control of their health and care experiences.
We delivered a senior-centric future experience focused on coordinating primary care during health transitions.
KEY ACTIVITIES
DISCOVER
– Literature Review
– Environmental Scan
– Interviews
DESIGN
– Participatory Design
– Current State Journey
– Re-interviews
DEVELOP
– Future State Concepts
– Future State Narrative
– Future State Experience
KEY DELIVERABLES
4
Personas
1
Current State
Journey Map
3
Bi-lateral
Transition
States
14
Service
Concepts
1
Future State
Experience
APPROACH

Most health care organizations, including our client, understand the clinical needs of their senior population and focus on providing the best health care options possible. We were asked to go beyond the clinical and create a holistic primary care experience for a growing and aging senior population. We wanted to gain insights on seniors’ unique challenges and how those issues may impact each other. Due to our client’s limited budget and time constraints, we leveraged resonant data within the organization as well as engaged care team members who had an impact on a senior’s primary care experience as our innovation partners.

INSIGHTS

In the process of conducting our primary research, secondary research, and data analysis, we discovered a surprising aspect to the senior journey: bi-lateral transitions. Most health provider teams approach health care from a specific health stage (such as healthy and chronic but healthy). The real opportunity arose in the shifts between these personas, as seniors progress from one health stage to the next and, more importantly, stay or move back to a healthier stage.

RESULT

With a new perspective on the gray space between senior health stages, and with a renewed emphasis on senior-determined health decisions, participants were able to redefine a potential future for our client’s senior population. In four weeks, we delivered a senior-centric future experience inclusive of detailed service concepts and roadmap to help the organization, care teams, and seniors build out this new model. Our client is currently testing these concepts within their organization.

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