Northstar Behavioral Health
Creating a Multi-Touchpoint Strategy for an Emerging & Complicated Field of Work
Redesigning Strategies for a Company Looking to Transform Their Niche
Northstar Behavioral Health approached our team looking to make a big change in an industry that is largely unknown to outside observers.
The leadership team at NBH was looking to create a more positive and welcoming experience for those seeking rehabilitation services; more often than not, the sector can come off as cold and harsh.
Our design team set out to create a multi-touchpoint strategy that examined digital solutions to their goals and more nuanced strategic concepts that expanded into the realm of human interaction.
Methods + Programs Used
Figma
Sketch
Team-based Research Deep Dive Session
Multi-Touch Point Design Strategy
Figma Prototyping
Conducting A Multi-Touchpoint Strategy Meeting With Our Stakeholders
Our multi-touchpoint strategy started with a stakeholder meeting. However, unlike a more typical UX design-focused meeting, this meeting was far more free-flowing.
The stakeholders and our design team took a holistic approach that encompassed app prototypes to general strategic planning. This meeting was not only a presentation of their current suite of tools but also a question and answer session that allowed us to understand our clients and their goals.
Conducting a Research Deep Dive Using Collaborative Web Tools
Using a collaborative digital whiteboard, our team set out to learn as much about Northstar in as little time as possible. Our goal was to gather any and all information on Northstar and anything tangentially related to it.
We researched competitors, successes in the industry, networks in Minneapolis, their web presence, how inpatient programs work, etc. Once this deep dive was complete, our team reconvened to synthesize the data into actionable items and apply them to our identified touchpoints.
Formulating Multi-Touchpoint Strategy Map
The goal of using a multi-touchpoint strategy is to cover every possible entry point for potential users in an ecosystem. Users may not always be entering their journey with an organization via a digital or app-based medium.
Our design team identified key entry points for clients and potential partners that would expand the network of care beyond just inpatient and outpatient rehabilitation services.
The goal was to have relationships that could be fostered well beyond just the transactional nature of a medical treatment program. Examining all touchpoints would add value to patients' lives before and after the primary treatment section was complete.
This approach would dramatically help patients make progress on their sobriety and stay steady.
This is the Touchpoint Map I and fellow teammate Jazmin Koenig put together.
You can see it in more detail here:
Putting Ideas to (Digital) Paper via Low (& High) Fidelity Prototypes
Putting together our sitemap and prototypes and sitemap looked much more different than your typical wireframe.
Our design team worked to create distinctive examples of touchpoints that ranged from the concrete to the abstract. Our goal was to express that our clients had a wealth of options when it came to taking the next step with their business plan.
These suggestions came in the form of customer journies, site maps, app prototypes, style guide redesigns, and website additions.
Presenting Our Wealth of Findings in a Digestible Manner
One thing that stood out in our multi-touchpoint strategy was the absolute wealth of information that our deep dive and findings produced.
That meant synthesizing our data and removing jargon to increase readability. In addition, our results were presented and sent to our stakeholders.
Using Touchpoints Both Abstract & Concrete To Transform a Business Model
With Northstar Behavioral Health, we leveraged our diverse and dynamic design team to explore the entire breadth of touchpoints that affects clients and partners.