From Pilots to Scale: Learning From Small Service Experiments

We all want to fix big problems and create the perfect service, but spending months designing out the ideal journey means nothing if your vision can’t be built or operationalized. The truth is that your “happy path” intersects with hundreds of crappy ones, and the only way to know which path you’re on is to get something out into the world and learn from it. By breaking down complex problems, and trying out solutions at a small scale, you can build things that won’t fall apart at scale. In order to roll out new services at Collective Health, we build out the minimal amount of technology and operational infrastructure needed to make it work, then run a pilot with a small subset of our users and see if it meets their needs. In this talk, you will learn about the approaches we take at Collective Health and how design collaborates closely with product, engineering and operations to get new services in the hands of our members, clients, and operations staff. Along with a few tools to get you started.