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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
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Developed a KPI dashboard in Power BI to track lead times, provider capacity, patient satisfaction, and reimbursement rates
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Designed satisfaction surveys for patients and clinic staff to gather weekly feedback
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Collaborated with stakeholders to identify metrics and aligned data collection with experiment goals
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Used Asana to manage tasks and timelines for a 7-week research sprint
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Provided weekly insights and recommendations to iterate the care model in real time
Results
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Reduced wait time for a first primary care visit by 63%
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214 patients surveyed, with the majority open to seeing an APP first
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Created a scalable dashboard and playbook to support future pilot expansion across clinics
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