Harken Health Wellness Curriculum
How might we utilize our health coaches to deliver meaningful information to our members based on a member's needs and goals?
All 10 Health Centers had representation and collaborated for the first time
Developed personalization algorithm and content template prototypes
Lead Service Designer
Prior to this work an initial Wellness Pilot 4 week class ran at two Centers in Chicago. I joined the team to synthesis findings. I interviewed staff and patients and presented insights back to the Care Teams.
Insights from initial Wellness Pilot
Make the coach relatable. Many Members didn't bother opening up to their Health Coach (who were usually young and fit) or want to take their advice because Member’s didn’t feel like their coach could truly understand what it's like to be diabetic or overweight. Many Coaches actually had experiences and close family stories that were relatable to their Members, they needed help being vulnerable and sharing.
Meet members where they are, not where you think they should be. Members shared horror stories of other places telling them to drink only protein shakes, or go to the gym everyday, only to be set up for failure. Members appreciated when Health Coaches approached recommendations as a lifestyle change and gave tools and changes that fit into their life.
Make information actionable. Members didn't just want the theory on a topic. They wanted tactics, tools and clear takeaways of what to do with the information they were presented.
Create repeatable tools with individualized outcomes. Health Coaches created their own tools and methods for creating plans, tracking and communicating. This individualized approach created inconsistency across Members experiences, communication and data collection. Health Coaches needed standard tools they could all use that still provided the personalized plans for their Members.
Based on what I learned, I recommended a workshop with representation from more Centers before another 4 week time-based pilot program was launched. We mapped out the types of content we would deliver to a person who was healthy, sick, had a chronic condition, had a major illness and then the modes of how to deliver that content.
In our workshop it became apparent that we didn't need a time-based program that ran for a set number of weeks for a member to commit to. Instead we needed a personalized Wellness Curriculum that is integrated into our care model, not an opt-in or opt-out program. This curriculum would provide a consistent experience to all members while personalizing the content based on their learning style, current ability to make changes, topics of interest and level of knowledge desired.
Below is my synthesis of our workshop and insights that outlines the Wellness Curriculum. The model of the Wellness Curriculum allows for a member through a series of tools to identify what types of topics they are interested in, what areas in their life do they need the most support, how much knowledge they currently have in that area, and how willing they are to make a change. The output from the series of tools pulls from a database of possible content and techniques to deliver a personalized plan to the member. This database allows for Care Team members to use the tools as an algorithm and deliver a consistent experience across all Centers while reducing time spent on re-making content.
Care Teams in both markets were excited about the recommendation and split into two teams, one focused on prototypes for a personalization tool and the others on developing content. The content team used a template as their first pass at structuring the various content topics so that any health coach could deliver the information regardless of their background and training.
I guided the Care Teams through how to prototype, provided resources and reassured them when they became uncomfortable with the ambiguity of not knowing the final product. I instructed the Care Teams to develop prototypes ranging from very literal (survey questions) to abstract (metaphors / images) to stretch their creativity.
I synthesized the prototypes from the health coaches and providers into a prototype tool to be used with members. The tool identifies a member's:
1) learning style based on VAK questionnaire (visual, audio, kinesthetic)
2) their preferred communication method
3) a chart of their typical progress towards a goal and barriers that get in the way
4) methods of support and goal setting that work best
5) their positive support system
6) three 2x2 matrices that build on another to identify the topic that is most important to a member, what they are most confident and motivated to work on and their current knowledge level in that topic.