Atrius Health

My Role: Researcher, Analyst Project Duration: 1 month

The Problem

Our client ask was to look into people ages 18-29 and how they challenged healthcare by looking into data about their most recent visit. Our research allowed us to understand our patients journey through the health care system and how they felt about the experience.

Through our research we hoped to find pain points about the patient journey to report back to Atrius health. A major part of our approach was sending out surveys for analysis and journey mapping.

Research Process

For our research, we conducted interviews, sent out a survey and analyzed a user journey map. We wanted to know,

What are peoples pain points?

How did they feel about going to their healthcare facility?

Where do people find the most trouble? The most joy?

Survey

The two questions that were answered with the most fair, poor or very poor ratings were about being informed about delays and the wait time at clinic from arriving to leaving.

Journey Map

In our user’s journey map below, you can see that a lot of our users’ answers were sporadic and varied, except for one step which was “waiting”. This seemed to be a specific pain point that came up during our journey map as well as our survey. Our survey also had negative answers about being informed about delays and staying connected in between visits.

Research Insights

With all of our research that we conducted we came up with some key insights that led us to a list of opportunities for Atrius Health to improve their patients visits. Within our research we found that,

Connecting to patients in between visits could be improved

Informing patients about delays and scheduling appointments could be improved

Wait times could be improved or relieved

These insights can be turned into opportunities by, streamlining appointment booking, more flexibility with appointment times, increase communication between visits and provide wait time functionality, including estimates and alternatives