Service design, product design

What will be the experience in our mental health clinics? How will we deliver it?

After several years of providing therapy and coaching services only online, Brightline decided to make a major pivot and focus on delivering in-person care. We were going to launch or first brick-and-mortar clinic — in 5 months! This was a tremendous cross-team endeavor, with new implications for Clinical, Operations, Marketing, Product, and Engineering departments.

I was tasked, in close partnership with our Researcher, to gather everyone’s ideas and map out what we planned to deliver for launch. Together we developed a service blueprint which captured the member experience, back-office experience, and key supporting services for our new business. I met non-stop with teams across the company for several weeks, and facilitated large meetings to foster alignment and uncover critical challenges that needed to be addressed.

Our service blueprint was a comprehensive documentation of the member’s experience, from becoming aware of Brightline, to coming into the clinic and experiencing our various services. From there we layered in the role of Clinicians, Office staff, Operations, Engineering, and Data Science. Across the company, teams referred to it as our shared source-of-truth in planning and delivering their strategies.

Based on this blueprint, I also led the design for digital tools that the staff would use to support the new clinic.