Redefining Service through Informed Care
Project Overview
Clients weren't leaving because the care was ineffective, they were leaving because uncertainty was being interpreted as poor care. This project applied informed care experience design to reduce anxiety by helping clients feel informed, prepared, and in control throughout their health journey. Rather than designing better recovery processes after escalation occurred, I redesigned the service to prevent escalation before it happened.
My Role: Led the end-to-end service design process, including behavioural research, systems analysis, workshop facilitation, opportunity identification, intervention design, pilot testing, and implementation in collaboration with clinical and operations teams.
Organisation
Amura Health. AI, Chennai
Challenge
The design challenge was therefore to identify the behavioural and organisational factors driving escalation and develop preventive interventions that strengthen trust before issues emerge.
Outcome
The project resulted in an informed onboarding framework centred on expectation alignment and client discovery. Its first implementation was a redesigned Orientation Call, developed to establish trust, clarify shared responsibilities, and create a stronger foundation for personalised coaching.
© 2026 by Atchayaa Krishnan..