Blue Cross Blue Shield of Massachusetts
The Opportunity
BCBSMA is a not-for-profit who was interested in engaging with the public, bringing innovation to healthcare, and improving the lives of it’s members. They acquired a retail space to exhibit the work of their innovation lab, educate the public, co-design solutions, and host events. As this was the first space they had opened of it’s kind, BCBSMA was looking for a partner to help design the interactions and experience within the space.
My Role
On this project, I was the lead service designer responsible for design research, workshop facilitation, co-design, and the design and prototyping of the service experience. The work I did also influences a re-design of the chosen branding and interior design of the space.
Design Research
Stakeholder interviews
Secondary research
Visitor interviews
Observations
Insights & opportunities
Co-Creation
Co-design with visitors
Service safari
Design thinking workshops
Journey Maps
2 future-state journey maps based on defined archetypes
Service Blueprint
Ecosystem map
Future-state service blueprint
Design & Prototype
Table top model
To-scale model
Digital model
Physical prototypes
Service roleplay
Body-storming
Future Planning
Employee handbook
Design principale
Exhibit evaluation model
Curatorial handbook
