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CX Design @ KP
understanding the Senior population through a Journey Management lens
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problem statement
How Might We begin to understand the end-to-end journey of the Senior population within Kaiser Permanente?
approach
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Conduct secondary research externally and within past internal reports to capture a current-state of understanding
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Using affinity mapping to gather and organize research to generate insights
project summary
My Role
Dates
Tools
CX Designer & Researcher
3 Months - May to Sept 2024
Lucidboard, Powerpoint
outcome
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A current-state report on Seniors at KP with design insights across the entire journey
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Outline on recommended next steps to continue discovery and defining journey for Seniors
This project is under an NDA. For more information please contact me at serenatrang.design@gmail.com
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