In advance of the sprint, I interviewed a number of SMEs to validate existing personas for Program Integrity products and iterated them based on the needs of Joan as she investigates providers, researches policy, and builds her case.
I designed the sprint based on the methodologies and actives of IBM Design Thinking and Google Sprints and grounded them in the Stanford D. School framework.
I used the Lean Project Canvas to kick off the sprint. The activity helped create a user-centered discussion about the work the team was doing, and shift the conversation from project outputs to outcomes. It helped the team understand the problems to be solved, desired outcomes, potential solutions and to set out plans to test and validate project assumptions.
Expert Interviews were conducted by the team with SMEs and Architects from other areas of IBM and Watson Health Product, Program Integrity, Claims Audit, Policy Insights, and Financial Crimes Insights. During the interviews, the team had post-its at the ready to record HMW statements throughout expert interviews, It was a way to record opportunities for problem-solving throughout the interviews. Post-its were grouped and voted upon as areas to be further explored through the rest of the sprint.
In advance of the next sprint day, each team member (well some!) looked for ideas from other industries or fields that related to the business problem to pull in some competitor analysis.
The empathy Map helped synthesize the team’s collective knowledge about Joan as a group and brought the team closer to a common understanding of who they are. Following on from the expert interviews and HMW, it was a good way to quickly synthesize the information observed.
The As-is Scenario Map help to document a collective understanding of Joan's workflow and was a precursor to exploring new ideas and finding the right problem to solve. Voting took place by the group to highlight and prioritize the most important needs and pain points for Joan.
Crazy 8's is a fast sketching exercise that challenges people to sketch eight distinct ideas in eight minutes. The goal is to push beyond your first idea, frequently the least innovative, and to generate a wide variety of solutions to your challenge. Each participant sketched, wrote post-its, or described their concepts depending on their drawing skills. The group voted on the stand-out ideas.
The Idea Prioritization grid is an organizational tool that ranks an idea based on its feasibility and impact. The template helped the team visually compare the merits of multiple ideas. The group voted on the most high-priority high-feasibility items.
The storyboard helped to illustrate user experiences for the team in their context, in order to provoke discussions about weaknesses and opportunities for improvement. The storyboards made it possible to visualize Joan's perspective and gain useful feedback by playing back each participant's storyboard to the group.
The To-be Scenario Map helped to envision a better future for Joan. It enabled the team to see how ideas would fit within Joan's world, and how they might address her needs. The To-be Scenario Map was played back SMEs from Program Integrity to align on the team’s intent.
A paper prototyping process had the team create paper representations of the digital product to help them realize their concepts and test designs. Each participant created a prototype and the team cast votes on the key features and functionality for the end product.
The Product Blueprint enabled the team to discuss and layout a content structure for the site that could then act as a blueprint for a working prototype. Main navigation that would benefit Joan's workflow was decided as My Cases - Opportunity Analysis - My Organisation Cases. Correspondence and an external link to Policy Insights were built into the wrapper. Search provider or case, a Priority list of providers, and Recent existing and pinned cases were all considered key functionality for Joan's workflow.
The deadline for the end of the sprint was fast approaching so to produce a working prototype for the sprint playback I used high-fidelity components from the sketch library. These WIP designs were tested with Program Integrity SMEs for feedback.
The final design iteration took on board the SME feedback around predicted recoup rate, time remaining on a case, summary case and provider visualisation, and a case checklist.
As per SME feedback, highlighted terms could be searched in policy, case notes could be downloaded and HIPAA sensitive material was flagged.
Recoup rate and time remaining was flagged on pages to help Joan prioritize her time. Cases and tasks could be assigned to caseworkers and a timeline (see walkthrough) was included to track progress across cases.
Mapping the Outcomes of the sprint back to our business problems and hypothesis’, Case Insights is a product that can quickly analyze and triage cases for our investigator persona Joan. Joan can leverage claims data, policy, and other resources to perform thorough investigations and quickly recover dollars. It's rapid triaging, advanced recovery models and algorithms, gives Joan the case management support she requires for the entire Fraud Waste and Abuse investigation lifecycle.