Veteran Ethnography Research
Understanding The Veteran Health Experience
Objective
Optum sought to establish a strategic foundational understanding around the experience and mindset of veterans and their families when it comes to their health and receiving health care services.
Methodology
We conducted in-home ethnographic interviews with veterans and their family members across the country, from Alaska to Arkansas. Participants completed prework to reflect on their journey, such as selecting key objects to represent the meaning of being a military family and mapping the health care experiences of each member of their family. Our team also conducted interviews with subject matter experts and health care professionals, and concluded fieldwork with a synthesis session with the Optum client team.
Outcome
Fusion Hill uncovered key moments when veterans and military families most need support and identified their biggest challenges when seeking and receiving care. Optum is using these findings to develop and target solutions toward these moments that impact veterans and military families most.
Optum is also using the findings of this research to establish its thought leadership around veterans and their health care experiences, and to drive its future health care strategy with this audience.
Our team continues to partner with the Optum team as its strategy evolves by creating a white paper together based on our research findings, as well as a podcast series for health care executives.