Content Design Case Studies

Background: Providence is a not-for-profit health system that comprises 50 hospitals, 829 clinics, 106,00 caregivers, and hundreds of programs and services.

Problem: Though bill payment is a gnawing problem for clinics and hospitals, industry wide, one that eats away at a health care provider’s finances, research has started to show that a non-human Ai could be best poised to help patients confront their fears around billing, and as a result lead to better treatment with a potential to improve their overall health, while also improving an organization’s bottom line.

Solution: Though early research showed that patients may have been more welcoming to conversations about their finances with an Ai, more testing was necessary in order to test the hypothesis. Our team was able to create a use case for patients who required knee surgery. We implemented various tests along the patient journey where we believed a non-human interaction would be most beneficial, and tested that hypothesis against a control group along the path.

Results: After the implementation of the pilot program on the knee injury group, our team found that those who communicated with the Ai were more willing to continue care, and book a surgical procedure with the hospital. Because of this, our group was was able to convince the decision makers at the hospital to implement more Ai-based conversational models at precise points along the patient journey for various other health procedures at the hospital.

Providence #2: UX in the Emergency Room

Problem: Emergency Rooms present unique UX challenges. Unlike the digital realm, where an organization has supreme control over what a user sees as soon as they land on a website, or landing page, a physical space is full of uncontrolled distractions that put demands on our attention, and as a result, inherently more disorganized. In a physical space like an ER, by nature, chaotic, this problem is only amplified. The problem Providence had was trying to figure out how to bring an element of control into the inherently unpredictable environment of an Emergency Room.

Solution: Our team on Providence’s Revenue Cycle Team, comprised of strategists, project leads, and myself as Content Designer, developed a simple and elegant solution we called “The Companion.” The Companion’s key function would be to act as a conduit between the nurses and doctors, at the back of the ER, and patients, at the front. The Companion would move fluidly between the back and front of the house, serving patients, and helping to answer any questions that came up around wait time and lab results; even pointing patients to the bathroom when needed. The Companion would be a resource to patients in a stressful time, and to the overworked medical staff who simply could not afford to be distracted, given the urgency of their work.

Result: From both a patient satisfaction perspective, and that of the medical staff, The Companion was a major success. Our data showed a higher retention rate for patients than there was before the implementation of The Companion, and a significant decline in patient no-shows. The medical team was grateful for the support, thrilled, as one caregiver put it, to “mitigate the death by 1,000 cuts syndrome of working in an ER.” After the first test, we began to roll The Companion out to more ERs within The Providence hospital system.

SAMSUNG GALAXY

Background: Bixby is a virtual Ai assistant developed by Samsung, launched as a replacement to the “S Voice assistant” in 2018. It runs on various Samsung branded appliances, primarily mobile devices but also some refrigerators and TVs.

See Sample from project (includes original prompts, wireframes, and copy for the AI assistant, Bixby)