Cook County Health
Role: Experience Design Researcher | Timeline: Nov 2022 – Jan 2023
Cook County Health, like many healthcare systems, was facing a critical nursing shortage. Despite ongoing efforts in HR optimization and employee experience, recruiting efforts weren’t attracting enough qualified candidates. Our team was asked to dive deeper into the motivations of nurses actively job-seeking and those recently hired at CCH to understand how to better reach and resonate with them.
Role contributions
I led user research and co-creation sessions, crafted recruiting materials, and synthesized findings into actionable insights. I collaborated closely with CCH’s nursing leadership and the Chief Nursing Officer, and worked alongside a Slalom delivery team already embedded on related employee experience work.
Design process
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Planning & Alignment: Partnered with CCH stakeholders to clarify objectives, write recruiting screeners, and build an internal pipeline of potential participants. Created social media assets and surveys to recruit nurses both within and outside the CCH system.
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Listening: Conducted phone screenings and led a series of in-person and virtual focus groups. Sessions included open discussions and two participatory co-creation activities: a “blue sky” brainstorm and a recruiting card sort.
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Synthesis & Reporting: Analyzed key themes and produced two journey maps (current-state and ideal nurse experience). Presented insights and short- and long-term recruiting recommendations to the client.
Solution highlights
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Delivered a robust Insights Report featuring high-impact recruiting opportunities based on real nurse feedback.
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Created dual journey maps to visualize gaps in the current experience and highlight opportunities for improvement.
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Proposed communications strategies and experience improvements co-created directly with the target audience.
Impact
This research became a foundational asset for Cook County Health’s recruiting team, giving them a deeper understanding of nurse decision-making behavior. By embedding nurse voices into strategy, CCH is better equipped to attract and retain talent in a competitive market.