Customizable Training and Consulting Services
Applied Human Centered Design Training
Our team of human-centered design certified instructors works directly with your organization's existing problem statements to identify practical solutions while providing d.school-specific coaching, guidance and instruction.
AI Thought Leadership
Our diverse team of AI consultants have decades of experience working in payer, provider, government and academic markets. We design, deliver, and implement both personalized use cases and advisory services on technology trends, build or buy decisions, and provide guidance on legal and security.
Contact Center AI Assist
We have been developing and implementing EMR integrated contact and scheduling AI solutions that drive automation, deflect low complexity calls and add hundreds of critical agent capacity back to your patients, care providers and community members. Available within months of contract signing, pre-configured AI use cases can satisfy appointment management (cancel, rescheduling, confirm), Rx refills, Lab Results, Imaging Appointments and MyChart password resets through both chat and voice channels and are ideally suited to servicing the needs of our aging population.
Practical Project and Change Management
Our certified team of instructors and practitioners have decades of practical experience on instructing and providing the essence of both waterfall and agile methodologies over a range of the most regulated industries. We focus on addressing the main reasons for project failure, the common frustration with reporting and analytics and common yet often overlooked approaches to ensuring your projects always finish on time, budget and quality.
Organizational Culture
Our experts who have led some of the largest culture initiatives within the US share their insights, practical approaches and guidance for future proofing your organizations ability to navigate uncertainty while outperforming their competitors
Experience Insights, Personas and Journey mapping
Our experts have spent decades understanding experience and engagement and have worked in all industries with all of the major vendors to develop integrated, enterprise experience capabilities to address the leading question - am I growing while satisfying (maintaining) my current customer need
About Skapa
Our Philosophy
At Skapa, we put a premium on experience which can only come from developing an empathic, and human-centered design lens that comes from diverse experiences and training.
Primary Objective
- We start by co-developing a shared definition of Experience and work together to reestablish Key Performance Measures while challenging self-limiting assumptions.
- Part of our unique approach at Skapa focuses on the space you are in, your current customer's needs and your your desired service, product and delivery goals
- We then work with you to plan out a strategy that addresses your Experience priorities focusing on any or all of the following services including training, consulting and managed services.
Our Approach
At Skapa, we leverage decades of academic, practitioner and consulting practice to develop customizable solutions to prioritize your organizational need. Services are then tailored to addressing the operational, experiential and reputational priorities your organization is most interested in solving
Our Methodology
Discovery
- Discovery and Analysis
- Consumer / Market Landscape (beyond demographics)
- Consumer Demand (inbound demand)
- Experience Offerings (channel and automation)
- Experience Spend (omni-channel spend)
- Experience Structure (culture / leadership)
Design & Implement
- Provide Actionable Recommendations based on prioritization of need, spend, time and ROI
- Design an Experience Framework
- Implement the Experience and Framework
- Test, Monitor, Sustain Experience
- Expand and Accelerate Experience
Credibility
Our Service Guarantee
- We do not seek compensation to learn at your expense. Our consultants will only provide product or services for which they are trained and experienced
- We are transparent about our consultants and partnerships credentialing, experience and verifiable certification process - you should know what you are paying for, at all times, without exception