Design Playbook
A framework for teams to design more customer-centric products and services in healthcare
Category
Content and Design Strategy
Role
Senior Customer Experience Strategist,
Content Strategist, Copywriter
Client
Major healthcare provider
Overview
The Customer Experience Strategy team wanted to ensure its products and services were more customer-centric.
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Over 3 months, I helped develop and document a design framework to be socialized and implemented across the company.
My Contributions
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Design Strategy - Co-developed and aligned design framework best practices with the company's business strategies
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Content Strategy - Planned concepts and distribution channels in alignment with timelines, business needs, technical capabilities and audiences
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Design Research - Performed desk research and held workshops with stakeholders to shape the framework and validate content
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Copywriting - Co-wrote and edited all copy
Solution
The final deliverable for this phase of the project was a 100+ page digital booklet (playbook) that documented the new design framework and the initial steps various teams could take to implement it in their work. Together with another team member, I presented the framework on two webinars to roughly 200 employees from a variety of teams across the company.
Can provide redacted portions of the playbook upon request.