Paige partnered with CareScout to conduct mixed-methods, evaluative research. Their goal was to understand what was working well and what needed to be improved about the new service offering that they were developing called Care Plan, before they officially launched it to the public.

They hoped to define their ideal customer profile, barriers to adoption for the service, trigger events to use their service, its most important features, and the desired user outcome after using their service.

The client wanted to gain direct feedback from primary research and quickly implement improvements to their service offering, backed by qual and quant insights. Paige designed and led 3 research phases that covered a lot of ground in a short amount of time to accommodate the launch date for Care Plan:

Phase 1 — Qualitative user testing: Performed an unmoderated user study with 31 User Testing participants to test a prototype of the new Care Plan service concept. Audience segments were intended users of the service being older adults who need long-term care, caregivers for older adults, and nurses / social workers providing care.

Phase 2 — Mixed-methods survey: Created a 32-question survey that included ranking, sorting, multiple choice, and open-ended questions around Care Plan and willingness to pay. Analyzed 250 responses and reported trends by key demographics to build customer profiles linked to target pricing.

Phase 3 — Qualitative in-depth stakeholder interviews: Conducted 15 45-minute in-depth interviews with healthcare professionals and other stakeholders who would be involved with the service delivery (but were not the direct users) to gain feedback on high-fidelity service artifacts that they may be interacting with, along with understanding any barriers to entry.

CareScout received:

3 highly visual and data-driven reports for each project phase, that built on insights derived from the prior project phase.

Post-project implementation workshops with business team members who would be involved in: refining Care Plan, removing its barriers to adoption, marketing and selling to the ideal customer profiles defined by research, directly supporting customers.

Highly satisfied marketing, product, and business team members that felt these research insights de-risked and future-proofed their new service offering, allowing them to confidently launch their service nationwide. Care Plan is now live and is growing rapidly for CareScout. Check out the service in the link below.