Featured Work 03
Health Payments Innovation
The challenge
How does a 200-year old business innovate? A big-four Australian bank wanted to understand this in order to fill an opportunity space in health payments service.
The process
Taking a holistic approach to understand a complex industry, I led research in the B2B space, while a senior researcher investigated the B2C space. We were designing for healthcare partners, providers and users. We used a series of contextual interviews and co-design workshops to understand both front and back stage systems and processes.
The outcome
The project deliverable offered a view of the current (competitor) experience and a detailed service blueprint to guide the business in implementing this new health care payment service. As a result of this work, a new partnership was formed and signed off to deliver the service.