MYRIAD GENETICS ·  SERVICE DESIGN STRATEGY  ·  EMR INTEGRATION  ·  ORG DESIGN

From Customer Insight to C-suite Investment:
EMR Transformation at Myriad

The Epic Pull Through research

Having an EMR integration doesn't guarantee orders flow through it. Over the years Myriad had move 20 Epic integrations live at major institutions, but order volume wasn't where it needed to be. The question became: why aren't providers using what we built?

I led a focused research initiative to find out. Over one month, I conducted 12 remote video interviews with customers across 12 different health institutions, talking to the people actually using the integrations every day. The questions were direct: How did the build go? How was the launch? How is it going now? What are we missing?

“Having an integration doesn't mean orders flow through it.”

The research produced a journey map across the integration lifecycle and a prioritization framework of the gaps that most directly affected order volume. Nine recommendations emerged ranked by impact, feasibility, and the frequency with which they appeared across customer conversations.

The C-suite presentation

I presented the findings and recommendations to Myriad's C-suite alongside the Director of the Service Product Organization. The presentation led with the customer's voice, a narrative based on the qualitative research and anchored in the Epic Gap Map.

There was no resistance. Everyone was moved by the thorough research, listening to our customers, and evaluations of impact. The research gave leadership the evidence they needed to make an investment decision with confidence.