Net Promoter Score (NPS) Strategy
How can we use data to know what our members' experience is and use that information to drive action?
Lead Service Designer / Design Strategist
Presentation to CEO
The capture of monthly metrics was implemented within the Call Center and further roll out was in process.
I took on the responsibility to identify ways to have a systematic view over our entire member experience from when they are shopping for health insurance, to when they use our primary care centers, to when they decide to re-enroll. I wanted to have a bird's eye view while being able to focus down on specific needs. I tied together our values, our functional area’s management by objectives metrics (MBOs), business goals, and experience goals into an overarching strategy to lead the direction of the company. My process followed diverging and converging thinking, stakeholder interviews, co-creation with team members and storytelling.
The final deck was presented to leadership and accepted as methodology for going forward. Based on our value differentiation in the market I identified where in our member journey we needed to deliver an exceptional experience and where we could be just as good as competitors. I mapped where we were currently deficient in meeting our member’s expectations and our experience goals. This view allowed us to think more strategically about where to spend capital funding and where to focus our time and effort without losing sight of the overall structure.