Problem-framing workshop
The project
Providers and internal business owners struggled with hospital admission, discharge, and transfer (ADT) notifications.
On the payer side, data was inconsistent, difficult to access, and not well adopted. On the provider side, staff were unsure which system to use, how to integrate the notifications into their workflows, or how to comply with new requirements.
Both groups expressed frustration, inefficiency, and uncertainty about next steps.
What we did
We facilitated a problem-framing workshop where stakeholders could share their challenges in their own words using a simple, fill-in-the-blank framework:
- I am…
- I’m trying to…
- But…
- Because…
- Which makes me feel…
This exercise captured both payer and provider perspectives in a structured, empathetic way. We synthesized the insights into a clear set of problem statements, highlighting goals, barriers, motivations, and emotional impacts.
The outcome
Instead of walking away from the meeting with a bunch of notes, the team walked away with a clear, structured deliverable that UX could put to work immediately:
- Align teams around a shared view of the challenges
- Guide design by focusing on the biggest pain points first
- Prioritize work for research and workflow improvements
- Shift perspective from compliance-driven to user-centered
By grounding design decisions in the voices of users, the workshop output became more than documentation — it became an anchor for the UX process throughout the project.
