Improving the Commercial Customer’s End-to-End Getting Medications Experience Through Human-Centered Research & Design

GuideWell/Florida Blue is undergoing a strategy refresh on the overall customer end-to-end experience. Part of the initiative is focused on improving the commercial customers’ end-to-end getting medications experience to improve member retention and customer experience KPIs. As a Lead Human-centered Designer, I initiate market research; lead subject matter expert discussions; synthesize research; create interview discussion themes and objectives; and present findings and recommendations to stakeholders. I also plan to lead qualitative interview sessions and set up co-design sessions with customers. My work will provide the Customer Experience team with guiding customer-centered insights for the next phase of the project.