NaviNet

Gaining understanding of patient experience by walking in their shoes
Client: 
NaviNet
Project: 
Ethnography, Personas

Can user research help understand the patient journey?

With 26 million provider-to-health plan and provider-to-provider communication transactions completed on NaviNet monthly, NaviNet is the most broad-reaching healthcare communication network in the country. Changes to State and Federal healthcare direction meant opportunities to fix break-downs in the patient experience. NaviNet sought an objective view of what the Patient Centered Medical Home (PCMH) looked like, so they reached out to Experience Dynamics.