One of the largest health plans in the U.S. needed to address their historic pain points around complex project execution and delivery. One of those projects focused on reducing the number of member claims that are rejected due to a lack of prior authorization.

SDLC Partners used a Human-Centered Design technique called ethnographic interviewing to evaluate the desirability of the client-suggested solution. When that solution proved undesirable, the teams’ user research uncovered the real need. It provided a pathway to a solution that employees would use, and that would solve the problem of rejected claims due to prior authorization issues.

Using ethnographic interviewing, our team saved this client the cost of developing the wrong solution, as well as creating a solution that is projected to deliver 6.5x return on investment equal to four million dollars every year.

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