Engagement planning
Set the sequence of the work — discovery interviews first, validation survey second, diagnosis and synthesis after — so each stage produced what the next one needed.
Client-Sponsored Consulting · Healthcare Strategy
SullivanCotter — Large Clinic Group Member Value & Engagement Assessment
The case in brief
Key insight
Members valued the in-person touchpoints most; the digital value they were asking for largely existed already, but they could not find or reuse it.
- The challenge
- SullivanCotter needed an independent, outside-in read on how much value members were actually getting from the Large Clinic Group membership program — and where the experience was losing them.
- My role
- Team lead on a five-person team. I set the research plan, coordinated the interview work and the workstreams behind it, drove synthesis, and owned the sponsor-facing delivery.
- Approach
- Seven stakeholder and member interviews in a dual-interviewer format, a validation survey designed to test the interview themes across the wider membership, SWOT and competitive landscape mapping, and a website and UX audit.
- Recommendation
- Three prioritized tiers — face-to-face engagement, digital experience, and support systems — sequenced so the sponsor could act on the highest-value moves first.
- Outcome
- Delivered to the sponsor as a tiered recommendation architecture rather than a list of ideas, with each tier tied back to the evidence behind it.
- What I took from it
- Framing recommendations in tiers changed the conversation: the discussion moved from whether to act to what to act on first.
- Healthcare Strategy
- Stakeholder Discovery
- Survey Design
- Competitive Landscape Mapping
- Recommendation Development
Process
Discover → Validate → Diagnose → Synthesize → Recommend
- 01
Discover
Stakeholder and member interviews in a dual-interviewer format.
- 02
Validate
Validation survey designed to test interview themes with the broader membership.
- 03
Diagnose
SWOT analysis, competitive landscape mapping, and a website and UX audit.
- 04
Synthesize
Secondary research, stakeholder analysis, and membership journey analysis.
- 05
Recommend
Prioritized recommendations tiered for the sponsor.
The numbers behind the work
Validation survey designed for approximately 70–85 broader members.
Membership Journey
- 01
Acquisition
- 02
Onboarding
- 03
Engagement
- 04
Support
- 05
Renewal
Recommendations
Three tiers, prioritized by what members said mattered most.
Tier 1
Face-to-Face Engagement
Members described the live touchpoints as the part of membership they valued most. Tier 1 strengthens those direct connection points.
- Coffee chats between members and advisory contacts
- Zoom mini-conferences between larger convenings
- Forum prompting to keep peer discussion active
Recommended actions
Competitive Landscape
Five comparators mapped to locate where membership value was differentiated. Select one to read its position.
Select a comparator to see where it competes for member attention.
Engagement Management
Running the engagement, not just the analysis.
As team lead, Erica planned how the work would run, assigned the workstreams, kept the research and interview schedule moving with the sponsor, and carried the engagement from first stakeholder conversation through the final sponsor-facing presentation.
Workstream coordination
Divided research, interviews, competitive mapping, and the website and UX audit across a five-person team and brought the outputs back into one narrative.
Stakeholder coordination
Scheduled and ran stakeholder and member interviews in a dual-interviewer format, coordinating availability across the membership and the sponsor.
Deliverable development
Built the interview guides, the validation survey instrument, and the tiered recommendation deck that the sponsor received.
Sponsor communication
Kept the sponsor informed as findings emerged and presented the final assessment and prioritized recommendations directly to them.
Question to delivery
Moved an open-ended mandate through research, evidence, and synthesis into three sequenced tiers the sponsor could act on.
Delivery
Turning member feedback into prioritized recommendations.
Team leadership
Coordinated a five-person team through interviews, survey design, competitive mapping, and synthesis into a single sponsor-ready narrative.
Sponsor presentation
Delivered the findings and tiered recommendations directly to the sponsor.
AI governance
Used Amazon Q within sponsor-approved data governance guidelines to support secure summarization of scrubbed interview notes.
Skills & Functions
Primary Function
Healthcare Strategy · Member Value & Engagement Assessment
Core Skills Demonstrated
- Engagement Management
- Workstream Coordination
- Stakeholder Discovery
- Qualitative & Quantitative Research
- Synthesis
- Recommendation Development
- Executive Presentation
Tools & Methods Applied
- Structured Interview Guides
- Survey Design
- SWOT Analysis
- Competitive Landscape Mapping
- Website & UX Audit
- Membership Journey Analysis
- Amazon Q (governed summarization)