CHG HealthCare SpEed to First Day
The Challenge
23.6%
two way contact within 10 days
3.8%
Contact and present within 30 days
CHG Healthcare identified a critical drop-off in the provider onboarding funnel. Despite strong initial outreach, very few providers were making it from inquiry all the way to their first worked shift. Data revealed sharp conversion losses at every stage — only 0.6% of inquiries resulted in a provider actually working within 365 days.
The UX and product teams were tasked with uncovering opportunities to accelerate provider onboarding and identifying where AI could drive the greatest impact.
UX Design Lead and Workshop Facilitator
As the UX Designer on this initiative, I co-led the end-to-end workshop series alongside a UX Researcher, working closely with Product Management and Software Engineering. My responsibilities included translating prior research insights into structured "How Might We" opportunity areas, designing and facilitating both workshops, and guiding the team through prioritization to land on a clear, actionable direction.
My Role
Rather than starting from scratch, the workshops were grounded in a rich body of existing research. Four prior studies provided the evidence base for identifying opportunity areas and framing design challenges.
Research Foundation
Opportunity Framing
Turning Insights into "How Might We" Statements
Four distinct opportunity areas emerged from synthesizing prior research. These "How Might We" statements became the foundation for Workshop 1, ensuring every brainstorm was anchored to a real, validated problem space.
HMW Increase Operational Efficiency & Workflow Automation?
Improve data entry, enrichment, and redundant workflows
Validate that a provider meets requirements
Ensure verification documents are consistently stored
Prioritize leads based on qualification/quality score
HMW Improve the Provider Scheduling Process?
Maximize days per provider
Automate the scheduling process
Workshop 1
Opportunity Solution Tree
The first workshop brought together PMs, engineers, designers, and researchers in a structured brainstorm. The goal was to generate a wide range of AI-enabled solutions aligned to the HMW statements, then converge on the most promising ideas through dot-voting.
1.7%
confirmed within 60 days
IC/HP & Application Survey
Over 2,500 provider responses capturing experiences with application completion and credentialing processes.
Provider Preferences
Card-sorting results showing which profile fields reps value most when sourcing and matching providers.
HMW Improve Communication?
Keep stakeholders updated on credentialing status
Engage all providers that submit a lead
0.6%
Providers worked within 365 days
Top Quality Providers
Interview insights from provider reps defining what makes a top-quality provider and drives successful placements.
TheyDo Provider Journeys
End-to-end journey maps from opportunity matching to first day, highlighting key pain points.
HMW Make the Provider Application & Intake Process More Efficient?
Streamline gathering provider information
Pre-populate the application with known data
Assist providers with credentialing and onboarding
Reduce repetitive paperwork in credentialing