Origin is a company that provides physical therapy for women and mothers. Around March/April when COVID-19 began, Origin was rebranding and looking for ways to improve their virtual offerings. I worked with Origin to map out how to streamline the effectiveness of their service.
Initial research, which included a survey and internal discussions, showed that there were friction points in the back-end and the front-end in following areas:
Two methods were used to gather more in-depth insights. The first was a contextual inquiry. This method enabled me to engage with the process the way a typical user would. I experienced scheduling, on-boarding, visiting a physical therapist and follow-up messaging. The second method was 1-on-1 interviews. We recruited a total of 6 participants for Zoom interviews. This included patients and stakeholders at Origin.
I created a research wall based on all the information that was gathered from my contextual inquiry, interviews with stakeholders, interviews with patients, and feedback from internal discussions. I then pulled out significant themes from these findings.
As I began to map out the issues, it became incredibly clear to me that the final product to deliver to Origin would be a service blueprint. This would enable the Origin to visualize how to coordinate the service in a way that works for both stakeholders and patients.