How do we care for the care team?

The provider wellbeing project was a multi-year initiative going deeper into the provider experience than ever before. It began with months of relationship-building, listening, and focus grouping with therapists, psychiatrists, and coaches. It culminated with the development of the Care Strain metric — an experimental proprietary measure of operational load that a provider is under at a given time.

Foundational qualitative research: I conducted rounds of focus groups and workshops with providers, mapping their pain points across every nook and cranny of the Headspace system as well as each dimension of work life
Variable identification: my team and I used the outputs from that qualitative research to isolate the most important variables impacting the provider experience
Statistical modeling: I led an interdisciplinary team of researchers and data scientists to build Care Strain — a statistical model of wellbeing to serve as a proxy for burnout — using the variables surfaced in qualitative research
Storytelling: throughout the project, I shared provider stories through presentations, documents, and visuals, as well as an internal podcast and an interactive day-in-the-life gaming experience that was eventually used to onboard a new CEO