Letting culture be the engine of growth in senior care
We worked with a dementia care company
to design the path to growth
as they expanded their geographic footprint.
What We Did:
Engaged caregivers and families through observation and interviews to:
Explore and observe the family’s decision-making process and experience through on-on-one and small group interviews, conducted remotely and in person at senior living communities
Understand challenges and opportunities from the caregiving teams’ perspectives through ‘ride-alongs’, site visits, and on-premise interviews
Conducted a quantitative survey of senior care decision-makers to:
Size the market and estimate the prevalence of factors influencing their decisions - from product/service attributes to marketing/information channels to word of mouth.
What They Got:
Presentations of findings and recommendations to the senior staff.
A clear value proposition rooted in a strong company culture and approach to care, with key marketing activities and cultural considerations that would travel well as they expanded.
Presentation of key recommendations to the Board of Directors, who took action during the board meeting on those recommendations, including:
Better feedback and incentives to retain at-home care talent
Street level signage and SEO improvements to drive traffic
Recommended tools and content for mentoring new families through the experience.