top of page
Test Innovative Service Model to Improve Patient Access
​​
Situation
​
Legacy Health faced rising demand for primary care and limited provider availability, leading to long wait times for new patient appointments. The Customer Experience team partnered with a clinic to test a new team-based care model where patients first see an Advanced Practice Provider (APP), then follow up with a Primary Care Provider (PCP).
​
Task​
​
As both a UX Researcher and Project Manager, I was responsible for conducting concept testing, measuring the new model’s feasibility, desirability, and viability, while coordinating project logistics and stakeholder communication.
​
Action
-
Developed a KPI dashboard in Power BI to track lead times, provider capacity, patient satisfaction, and reimbursement rates
-
Designed satisfaction surveys for patients and clinic staff to gather weekly feedback
-
Collaborated with stakeholders to identify metrics and aligned data collection with experiment goals
-
Used Asana to manage tasks and timelines for a 7-week research sprint
-
Provided weekly insights and recommendations to iterate the care model in real time
​
​
Results
​
-
Reduced wait time for a first primary care visit by 63%
-
214 patients surveyed, with the majority open to seeing an APP first
-
Created a scalable dashboard and playbook to support future pilot expansion across clinics
​
bottom of page