The Assignment:

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.

The Results:

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.