Patient Feedback
Community
Defined a customer feedback community for a healthcare system, creating a clear participation model and an internal insight workflow that teams could actually use.
Deep dive
View the detailed Patient Feedback Community case study in Google Slides.
View detailed case study ↗Overview
A patient feedback program relied on disconnected tools, resulting in slow research cycles and a poor user experience where participants felt their feedback disappeared into a “black hole.”
As a Solution Delivery Manager, I acted as both program owner and product lead, overseeing platform selection, research design, panel management, and participant engagement strategy.
Business Importance
The organization needed faster, more targeted research to inform product and marketing decisions. Inefficiencies in panel management and survey delivery limited response rates and slowed insight generation.
Discovery
Survey feedback revealed low perceived impact and engagement. I evaluated multiple platforms against a structured scorecard, focusing on targeting capabilities, engagement features, speed, and scalability.
Product Thinking
The solution centered on closing the feedback loop—giving participants visibility into how their input was used while enabling faster, more targeted research cycles.
Key constraints included patient privacy, compliance, and data separation from clinical records, requiring close partnership with legal teams.
Key Decisions
I led the selection and business case for a purpose-built feedback platform, secured funding, and oversaw implementation. I also introduced engagement mechanisms—content plus incentives—to increase participation and trust.
Outcomes
The implementation made it easier to reach patients for feedback and created a stronger sense of community for participants. Research teams and organizational stakeholders were able to get targeted feedback faster.
