Michael Siepmann PhD

Serve Users Better

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Case Study

Training for Health Insurance Co-op

Situation: A new health insurance coop wanted to build responsiveness to members into its culture. Intervention...

Intervention: I trained key staff to use rapid prototyping whenever they design things that members interact with, then guided them in creating effective member feedback processes. Resolution...

Resolution: The coop's improved organizational culture and practices of member engagement and listening helped to effectively differentiate it from non-coop health insurers. Situation...

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