Service Design_Team 2 on Lyfe Labs Presentation
- 1. Prepared by Bene-fry Boosters (Team 2) April 2024 Student numbers: 1008742504 1009569995 1009568308 1008742817 997498836
- 3. TABLE OF CONTENTS INTRODUCTIO N ● Problem ● Approach 01 PROBLEM DEFINITION ● Journey Map ● Proof Points ● HMW Statement 02 SOLUTION DEVELOPMEN T ● Initial Concepts ● Reiterated Design ● Service Solution 03 SERVICE INTEGRATION ● Key Functions ● Risks & Mitigation Plan ● Measurement Metrics 04
- 4. INTRODUCTION 0 1 Our methodology Ideate Prototype Test Describe Discover Discover Find Solve 2 1 3 Ideate Using human-centred design techniques to synthesize insights • Frame business problems • Develop concepts and Iterate Finalize solution based on the context of LifeLabs Desktop Research about EAPs and the context of the problem Problem Framing Problem Finding In-Class Interviews HMW Statements Problem Solving Design Sprints
- 5. INTRODUCTION 0 1 The problem is the need for a distinctive EAP that serves as an integrated omnichannel health platform, follows a human-centred approach, and emphasizes preventative care to enhance employee productivity, which is currently unaddressed in traditional health service delivery models. “One in three working-age Canadians experience burnout, which can result in physical and mental health issues and decreased job performance.” “Almost half of Canadians live with at least one major chronic disease, the prevalence and number of chronic conditions increasing with age.” “Two in five workers in Canada are unfamiliar with the purpose of an Employee Assistance Program (EAP) or Employee and Family Assistance Program (EFAP) and its offerings.” “More than three-quarters (78 percent) of Canadian employees say they’ve felt burnt out in their careers at some point. “Among workers who would not use or don’t think they would use an EAP: ●34 percent do not know what it covers ●23 percent are concerned about confidentiality ●21 percent do not know how to access the service.” EAP activation and utilization rate are lower than expected ●Activation rate = 35% (target of 50%) ●Utilization rate = 3% (target of 15%) ●Likelihood to Recommend = 2/10 (target of 6/10) ● Conversion to personal account = 0.1% (target of 10%) I. https://www.mhrc.ca/burnout-report#:~:text=One%20in%20three%20working%2Dage,issues%20and%20decreased%20job%20performance II. https://www.benefitscanada.com/benefits/health-wellness/35-of-canadian-employees-currently-experiencing-burnout-survey/ I. https://www.hrreporter.com/focus-areas/compensation-and-benefits/2-in-5-workers-in-canada-dont-know-what-an-eap-is/379896 II. https://www.hrreporter.com/focus-areas/wellness-mental-health/how-employers-can-do-better-when-it-comes-to-chronic-disease/383854
- 6. HOW MIGHT WE STATEMENT How might we design our EAP by leveraging LifeLabs' infrastructure to ensure employees have access and are engaged with preventative care services, preventing burnout and fostering a culture of health and wellbeing at work? PROBLEM DEFINITION 0 2
- 7. PROBLEM DEFINITION 0 2 Onboarding 1 2 3 4 Says Thinks 4 key pivotal points from the Interview Does Feels You can't access something you are not aware of and don’t understand -Interview Data- Thinks that they would prefer someone call and walk them through the process. They want to look for an interactive approach, so it doesn’t disrupt their experience”. -Interview Data- “Lack of awareness is definitely a big issue, because it all starts with understanding what an EAP is and how to access it.”. -Bamboo HR research- 2%-10% is the usage rate while 95% employers offer some forms of an EAP -Cloud Advisors research - Utilization of the EAP is reported at a 3%, against a target of 15%. -Data- 50% of patients have difficulty understanding their medical information -NIH Clinical Research Trials You: Understanding Your Results- “I feel like calling the customer care because sometimes I don’t even understand the answers listed under the FAQs”. -Interview Data- It’d be great if like at the dentist other providers could have all my information before the visit. -Interview Data- “I recommend companies to organize workshop constantly to explain the benefit, remind me about the program, and urge me to use EAP”. -Interview Data- First Use Utilization Offboarding
- 8. Empowering Wellness with LifeLabs' EAP SOLUTION DEVELOPMENT 0 3 Proactive Health Solutions for Tomorrow’s Workforce Preventive Health Advocacy Emphasizing early intervention and regular health assessments, EAP advocates for preventive measures to maintain peak employee wellness. Built on: Diagnostic Excellence, Front Line Staff MyCareCompass Integration MyCareCompass unites diagnostics, wearable insights, and EMR data into a personalized wellness navigation platform. Accessible & Unified Care Network A robust Canada-wide network ensures consistent, timely access to services in location, at home, in the office or digitally Built on: Digital Platform, Launchpad, Rover Built on: Digital Platform, Partnerships, Physical Space, Mobile Lab Services Dynamic Health education Engaging education comes to life with interactive onboarding, Health Kiosks, and evolving Health Theme Pop-Ups. Built on: Physical Space, Front Line Staff, Call Centers Individual Health Insights Convert complex health data into actionable insights, mapping out personalized health journeys. Built on: Diagnostic Excellence, Digital Platform, Partnerships Collaborative Ecosystem Strategic partnerships with leading health tech providers expand offerings, ensuring state- of-the-art care for every aspect of wellness. Built on: Diagnostic Excellence, Digital Platform, Partnerships
- 9. INITIAL CONCEPTS SOLUTION DEVELOPMENT 0 3 Six training sessions Enabling users to choose between virtual and in- person sessions Emphasis on onboarding Focusing on the onboarding more than the other pivotal points Engaging onboarding Engage the HR and the Customer Experience team to make the onboarding engaging Simplified communication Replacing the text heavy email from HR with a more intuitive and interactive channel Incentive alignment Incentivize users to complete onboarding by giving them a half day vacation
- 10. learning SOLUTION DEVELOPMENT 0 3 Previous Prototype Journey Step Ease of use Session customizati on Conten t format personalizatio n UI Enhanceme nts Multimedia integration flexibility Positive Feeling Neutral Feeling Negative
- 11. Welcome to Wellness Begin your journey with LifeLabs EAP ● Email Introduction: Simplified, informative email from HR. ● Interactive Session: Engaging on-site workshop with LifeLabs agents. ● Health Stations: Hands-on health assessments to introduce MyCareCompass. ● Personal Goals: One-on-one sessions to set health goals with professional guidance. ● Platform Training: Comprehensive guide on using MyCareCompass effectively. Metrics ● Service Provider: ○ Session Attendance Rate ○ EAP Onboarding Efficiency Rate ● Users: ○ Employee EAP Awareness Rate ○ Employee Satisfaction Score Onboarding
- 12. Embark on Personalized Health Initial steps to shape your health narrative ● Assessment: Complete a thorough health assessment to start building your wellness profile. ● Wellness Check: Participate in initial health screenings and evaluations to establish your health baseline. ● Wearable Sync: Option to connect your fitness tracker for integrated health monitoring. ● Health Plan Creation: Develop a personalized health plan based on your wellness check results and goals. Metrics ● Service Provider: ○ Health Assessment Completion Rate ○ Wearable Integration Rate ○ # of Personalized Health Plans Created ● Users: ○ Employee Engagement with Health Pla ○ Frequency of Health Plan Updates ○ # of Wellness Check Bookings First Use
- 13. Continuous Health Evolution A dynamic approach to your well-being ● MyCareCompass: Anchoring the EAP, MyCareCompass unites health data into a personalized platform. ● Health Dashboard: Experience a cohesive view of your health metrics, integrating services and data across our health tech partnerships. ● Spending Dashboard: Keep an eye on your EAP benefit usage and available resources. ● Educational Content: Continuously updated educational materials aligned with your health objectives. ● EMR Sync: Option to synchronize with your health care providers bbv for consolidated health information. Metrics ● Service Provider: ○ # of Active Users ○ Average Revenue Per User ○ Engagement with Health Content ● Users: ○ Rate of Consistent Utilization ○ Number of Services Used ○ Employee Satisfaction with Dashboards Utilization
- 14. Sustained Health Beyond Employment continuing care with LifeLabs EAP ● Ongoing Benefits: Ensuring employees maintain access to health resources. ● Service Continuation: Offer to continue EAP services at a discounted rate post-employment. ● Data Transition & Deletion: Assistance with secure health data transfer to a new provider and choice of deletion of personal health information. Metrics ● Service Provider: ○ Service Continuation Rate ○ Data Transition Success Rate (%) ○ Offboarding Client Feedback Score ● Users: ○ Post-Employment Service Access Rate ○ Satisfaction with Transition ○ Number of deletion requests Offboarding
- 15. SERVICE BLUEPRINT SERVICE INTEGRATION 0 4 Onboarding: Users are introduced about EAP First Use: Users try EAP for the first time Utilization: Users continue for checkup & tests Offboarding: Users leave their current company Line of visibility Line of interaction Frontline Staff Client HR team Digital Channels Clinic Staff Tech Team Client HR team CX Center Legal Team Front Stage Line of internal interaction Support Processes Back Stage Send Welcome email to staff & introduce LifeLabs’ workshops Conduct workshops at the office Support users understand about LifeLabs tests and EAP usage Offer Profile Setup & Digital Health Assessment Collaborate with LifeLabs team to draft policies & regulations Train frontline staff & call agents Create materials & policies Maintain digital infrastructure Integrate HRIS (SSO) Train frontline staff Review usage data Ensure smooth operations Maintain digital infrastructure Integrate EMR information Consult on policies and resolve over potential users’ disputes Train frontline staff Ensure operations & connect with client team to improve offerings Maintain digital infrastructure Connect API & PII info storage Consult on policies and resolve over potential users’ disputes Train frontline staff Work with client team on staff employment status Provide guidance & consultancy Act as the contact point for users Digital Health Assessment to collect users’ preferences Provide Wellness Checkup Support during Claim process Remind upcoming appointment Act as the contact point for users Provide educational videos Offer personalized health advice Conduct checkup and tests Provide health guidance to users Offer users options to continue service with LifeLabs Send notification, emails to follow up users’ engagement Conduct checkup and tests Provide health guidance to users Keep track of users’ enrolment rate and SSO sign-in rate Record users’ health information Keep track of users’ experience Record users’ health information Keep track of users’ experience Synthesize users’ preferred services and suggest bundle options Maintain digital infrastructure Data transfer processes to other EAPs Offer support at Clinic Wellness-themed Pop-ups Send employee status to CX team
- 16. Integration, Data Privacy Mitigation: Implement secure protocols, robust encryption, ensure compliance. RISKS & MITIGATION PLANS SERVICE INTEGRATION 0 4 Content Relevance and Quality Mitigation: Expert health panel and continuous data analysis Service Scalability Mitigation: Cloud infrastructure and AI personalization Frontline Staff Training & Communication Digital Health Assessment Comfort Mitigation: Regular training programs, streamlining internal communications Mitigation: Clear communication, alternatives, and guidance Partnership Dependency Mitigation: Diversify partnerships, establish clear service level agreements , and develop contingency plans to maintain service continuity.
- 17. IMPLEMENTATION PLAN SERVICE INTEGRATION 0 4 No w Next Futur e Define integration requirements for the EAP platform. Team: Technical and Integrations Initiate stakeholder engagement for collaborative partnerships. Team: Business Development Develop a strategy for initial user outreach and onboarding. Team: Communications and CX Center Develop and test the alpha version of the EAP app. Team: App Developers, UX/UI Designers Launch MVP with core features and begin user onboarding. Team: Product, Marketing, CX Center Pilot EAP with a selected user group, refine based on feedback. Team: Product, CX Center Analyze early usage data to identify drop-off points. Team: Data Science Team Scale up EAP features based on pilot and MVP feedback and launch to market. Team: Product, Marketing, CX Center Incorporate metadata analysis to identify health trends and inform service enhancements. Team: Data Science Team, Healthcare Analysts Develop substance abuse prevention modules and integrate them into the EAP. Team: Health Program Developers, Clinical Specialists Refine predictive models for personalized health interventions. Team: Data Science Team Develop a comprehensive workplace wellness module based on EAP usage patterns. Team: Wellness Program Manager, CX Center
- 19. Appendix
- 21. PROBLEM DEFINITION Journey Step Awareness and Consideration Initiation Utilization Offboarding Company email prompts user to login and set up EAP account as part of other onboarding tasks. Users are left to independently understand their benefits. Users navigate to MyCareCompass dashboard to schedule an appointment based on on their needs but must determine if that is a service offered by LifeLabs and whether it is covered by their EAP. Users repeat a cycle of navigating to MyCareCompass when they have a need, determining whether it is a service covered by the EAP, and filing reimbursement once the service is complete. EAP coverage ends once an employee leaves their company and they usually do not retain their previous EAP service. Positive Feeling Neutral Feeling Negative Feeling User Thoughts “I was happy to discover I had benefit coverage but I didn’t fully explore them at the time since there was a lot of material to review. It was like those Terms & Service agreements everyone skips.” “Completing all the forms is annoying but understandable, but it’s difficult to determine whether the service provider you want to use is recognized by your insurance company. I don’t feel confident using healthcare services beyond the basics because I might not have coverage.” “I just got my first bill and I’m not sure what to do with it.” “I only ever login to my portal to find out if I’m covered for a service I need.” “I can’t think of a reason to stay with a health provider when I could get something similar at from my new job.” Pivotal Point 1 Users know they have coverage but information overload prevents understanding available services. I 2 3 4 Pivotal Point 2 The quality of a user’s first experience using the EAP service greatly influences their willingness to use it in the future. Pivotal Point 3 Users find their benefits hard to navigate and only access them when they need something. 0 2 JOURNEY MAP
- 22. PIVOTAL POINT 1 - know WHAT I RECEIVE Current Flow Since customers go through the self-exploratory process with high uncertainty and disconnection, the introduction should be more interactive and drive users to schedule their first service. DESIRED FLOW REASONS TO BELIEVE “I prefer someone call me and walk me through the process. I want to look for an interactive approach, so it doesn’t disrupt my experience”. 0I 02 03 Users receive a lengthy email from HR that provides access instructions Users visit the portal/ website and review eligible benefits on their own Users may sign up/ log in to their account to explore further Users are invited to join a short internal workshop or info session hosted by LifeLabs Disconnected Demotivated User Interactions: Disconnecte d Confused User Interactions: Lack of commitment Feeling time-consuming User Interactions: Customers feel engaged with interactive activities A LifeLabs agent reaches out and guides users to access from their phone/ laptop, while the agent is ready to take questions Customers feel that this service offers personalized care & support at ease Users receive a milestone infographic, outlining steps and providing key contact point from LifeLabs Customers understand benefits and orient next steps to first start using their EAP -Interview Data- “I recommend companies to organize workshop constantly to explain the benefit, remind me about the program, and urge me to use EAP”. -Interview Data- “Lack of awareness is definitely a big issue, because it all starts with understanding what an EAP is and how to access it.”. -Bamboo HR research- 2%-10% is the usage rate while 95% employers offer some forms of an EAP -Cloud Advisors research - Clarity Connection Appreciation ● User Outcome: Employees are informed about the EAP's existence and basic offerings ● Service Outcome: Awareness about the EAP & benefits contributes uplifting the initial engagement and utilization rate uptake
- 23. PIVOTAL POINT 1I - KNOW HOW TO NAVIGATE Current Flow Employees decide to engage with the EAP to make first use of their service with MyCareCompass DESIRED FLOW REASONS TO BELIEVE “If you do plan on creating an account, you better have everything written down, including any personal questions the website will ask just to assure it's you trying to sign in. Otherwise, this website will be of no help.”. 0I 02 03 Employees decide to login due to a rising need and are required to fill a lot of details to register Employees learn to navigate the MyCareCompass portal on their own and rely on FAQs to learn more Employees schedule their appointment for a blood test with minimal interaction on the portal Registrations are made easier by requiring employees to just use their employee credentials and employees are welcomed with a personalized message Overwhelmed Demotivated User Interactions: Customers find it easier to make that first connection After first login, employees are prompted to view video tutorials to learn how to access coverage, make bookings, and view their activities Customers feel supported and find it easy to understand the portal Employees receive the option to take an initial assessment that includes mood tracking, stress level, and goal setting, enabling them to initiate their customized Wellness Plan / Habit Builder and get insights into which Omni-Channels will be of relevance to the individual Customers feel encouraged to use MyCareCompass more frequently Clarity Connection Appreciation -Third Party Research- “I straight away call the customer care because sometimes I don’t even understand the answers listed under the FAQs”. -Interview Data- Confused Time- Consuming User Interactions: Disconnected Demotivated User Interactions: The business activation rate is 35%, lower than the expected i.e. 50% -Data- ● User Outcome: Increased confidence in the EAP's ability to help them, Personalized Support ● Service Outcome: Reduced number of Customer Care calls regarding registration, Improved Activation Rates, Gather information about channel preferences
- 24. PIVOTAL POINT 1Ii - uSE MY BENEFITS Current Flow Employee visits MyCareCompass to use Lifelab services DESIRED FLOW REASONS TO BELIEVE You can't access something you are not aware of and don’t understand 0I 02 03 Employee visits MyCareCompass only after receiving a blood test requisition. Employees struggles to find a LifeLabs location and lacks prep and coverage information Employees undergoes test; informed results may be ready in 3-5 days. Upon doctor's requisition, the employee receives an automatic notification via MyCareCompass with test details and a direct link to schedule the appointment. Overwhelmed Uncertainty User Interactions: Customers find it easier to make booking The system suggests nearest LifeLabs locations with available slots and provides digital guides on how to prepare for the test as well as coverage information. Customers feel supported and know exactly what to do and expect Result tracking is available on MyCareCompass, with an alert notification sent to the employee when ready Customers feel encouraged to use MyCareCompass more frequently Clarity Connection Appreciation It’d be great if like at the dentist other providers could have all my information before the visit. -Interview Data- Frustration Uninformed User Interactions: Anxious Uncertain User Interactions: Utilization of the EAP is reported at a 3%, against a target of 15%. -Data- ● User Outcome: Seamless, informed healthcare journey with empowered decision-making ● Service Outcome: Streamlined processes, higher engagement, customer loyalty and improved care quality 04 Checks MyCareCompass for results or waits for doctor’s call; often confused by the results. Disengaged Confused User Interactions: Results presented in an easy-to- understand format, accompanied by FAQs and an option to schedule a consultation. Customers feel confident about their understanding and use MyCareCompass -Interview Data- 50% of patients have difficulty understanding their medical information -NIH Clinical Research Trials You: Understanding Your Results-
- 27. onboarding Sprint 1 feedback – Focus on human interaction Our focus and prototype Quotes and feedback ● HR Email: Description of key features to onboarding process ● Onboarding Workshop: Include description of key features in mockup options of the first interaction ● Learning Modules: Provide options of in-person, self-guided, and online Takeaway “Workshop is a good idea; I would want to attend it in- person” “6 modules is too much! I would prefer fewer touchpoints but we can maybe make the sessions longer” Email Mock- up Onboarding Schedule “Motivation for onboarding is a decent idea but you don’t need to offer one day lieu leave; can do less” “I don’t want to learn about something I am not interested in. Can’t we customize the modules you want us to do?” Based on the feedback, we altered the onboarding in the following ways - ● Onboarding schedule ○ 2 basic sessions 1 hour - in person ○ 2 customized sessions 30 mins each based on quiz answers with in person and online attendance options ● Create a quiz in the beginning to capture preferences ● Keep lieu leave as half “I will only be engaged in the on-boarding session if I can see and feel the tangible benefit of using the EAP”
- 28. onboarding sprint 2 feedback – focus on digital Our focus and prototype Quotes and feedback ● Low - Medium Fidelity Prototype: Incorporate feedback from the first sprint and build out app prototypes. ● Login: Streamline logging in using the employee login details and leverage information from HR database. Takeaway “How does the health assessment serve my goals?” “Would like a virtual guider on the first screen to guide app usage outside of the sessions” “Onboarding session spread should be customizable; I want to decide if I do it in a month or 3 months” “Choice on not just how to receive notifications but what notifications to receive” Based on the feedback, we will alter the onboarding in the following ways - ● Add in some more detail on what the health assessment is impacting ● Provide the option of having a click through guide when you first login to app ● Provide further choices on what kinds of notifications to receive (promotions, reminders, usage etc.) “I would like the option of either being able to contact the doctor or have the doctor call me for selecting the appointment””
- 29. first usage Sprint 2 feedback – Focus on Digital Our focus and prototype Quotes and feedback Takeaway Navigation of Prototype: Build out more pages into the medium fidelity prototype for first usage and appointment booking. Getting feedback on how intuitive the flow of the prototype is and the ease of using the app mock-up. “Would love to see the reviews of the clinics before booking an appointment” “A search bar would make it easy for a user to navigate this app and get the help they need” “Self-guided resources are nice and promotes learning so having that is good” “It is hard to see details of previous transaction. Might be good to build a page to show that ” Based on the feedback, we will focus on the following - ● Improve the UI of the prototype by - ○ Potentially including a search bar ○ Making navigation of process flow more clear
- 30. onboarding prototype -1 Email Mock-up Onboarding Schedule
- 33. Initial Usage Prototype -1
- 34. INSURANCE ICONS
- 35. ...and our sets of editable icons You can resize these icons without losing quality. You can change the stroke and fill color; just select the icon and click on the paint bucket/pen. In Google Slides, you can also use Flaticon’s extension, allowing you to customize and add even more icons.
- 36. Educational Icons Medical Icons
- 37. Business Icons Teamwork Icons
- 38. Help & Support Icons Avatar Icons
- 39. Creative Process Icons Performing Arts Icons
- 40. Nature Icons
- 41. SEO & Marketing Icons
Editor's Notes
- #2: Astha
- #3: Astha
- #4: Astha
- #5: Astha
- #6: Nafisul
- #7: Nafisul
- #8: Nafisul
- #9: Enko
- #10: Enko
- #11: Enko
- #12: Pooja In the 'Embark on Personalized Health' phase each employee continues crafting their unique health narrative. Beginning with a thorough a digital health assessment and Wellness Check that includes a variety of lab tests and consultation with the employees choice of Lifelab health partners, we lay a solid foundation for a robust wellness profile to understand each employee’s health baseline. With options to sync wearable devices, we seamlessly integrate lifestyle and health data, empowering our users to take charge of their health monitoring. And the cornerstone of this phase is our personalized Health Plan Creation, using the data from their wearables, assessments and wellness check we ensure every user has a clear and personalized route to achieving their health goals. Our metrics like Health Assessment Completion Rate, Wellness check bookings and number of health plan updates help ensure we're on the right track in delivering a health service that truly resonates with our users
- #13: Pooja In the Continuous Health Evolution phase, LifeLabs EAP shines with its flexibility and adaptability. It's not just about a strong start; it's about sustaining and enhancing that strength over time. MyCareCompass makes ongoing health management a seamless part of daily life. The Health Dashboard offers a comprehensive view of employees' health metrics, seamlessly integrated with our health tech partnerships. The Spending Dashboard ensures transparency and control over EAP benefit usage. Our educational content is dynamic, evolving alongside users' health needs. And with EMR Sync developed through existing capabilities of Rover and Launchpad, accessing consolidated health information is now effortless. Our metrics, like active user rates and engagement with health content, guide us in ensuring our offerings remain consistently relevant, fostering long-term customer relationships, and integrating the EAP into everyday life rather than just for sporadic needs.
- #14: Pooja Finally, our EAP design acknowledges that an employee’s journey with LifeLabs shouldn’t end with their employment. The 'Sustained Health Beyond Employment' phase is a commitment to long-term wellness. We offer service continuation at discounted rates, supporting the health journey even after our users have moved on. Ongoing Benefits reinforce our dedication to our employees' health, providing continued access to a curated selection of general health and wellness resources and diagnostic test booking through MyCareCompass.. Data Transition is handled with care, ensuring that the switch to a new provider is seamless, secure, and respects the privacy of personal health information.. The metrics here, including Service Continuation Rate and offboarded service utilizatio rate, reflect a focus oin creating a lasting health impact that extends beyond the workplace. LifeLabs’ EAP isn’t just a program; it's a lifelong commitment to health and well-being.
- #15: Han
- #16: Han
- #17: Han