YUNG-SHENG CHANG, Ph.D.

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Situation

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Legacy Health patients faced significant access challenges: long wait times for appointments and difficulty finding primary care providers accepting new patients. Internally, staff workflows around scheduling were siloed and inconsistent, creating operational inefficiencies.

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Task

 

I led a cross-functional research initiative to uncover patient and staff pain points, align internal processes, and provide actionable insights to improve the primary care scheduling experience.

Action 

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• Patient research: Surveyed 200 patients, interviewed 8, and conducted usability testing with 9 users on the Legacy Health website to understand their challenges in searching for providers and scheduling visits.

• Stakeholder research: Conducted 18 stakeholder interviews (including marketing, IT, schedulers, clinic managers, and providers) and contextual inquiries at 4 clinics to map internal workflows and frustrations.

• Synthesis & co-creation: Created a customer journey map and service blueprint, then facilitated a 3-hour workshop with 28 stakeholders to identify improvement opportunities.

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Results

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• Identified 6 key opportunities to improve scheduling and workflow

• Secured executive buy-in to move forward with 3 strategic recommendations

• Established a shared understanding across siloed teams, laying the foundation for operational changes that benefit both patients and staff