More than a digital tool, a companion for life on assignment
CHG Healthcare is the nation’s largest physician staffing company, built on relationships between recruiters and the locum tenens physicians they place in facilities across the country. Those physicians aren’t just filling shifts. They’re leaving their routines, their communities, sometimes their families, to work somewhere new. The experience of being a CHG provider doesn’t begin and end with the clinical work. It spans everything from the first job search to the last paycheck, and all the uncertainty in between. The provider portal had to hold all of it.
Publicis Sapient was engaged to design the experience. The work began with research: nine physicians interviewed in depth, 120-plus documents and reports reviewed, and more than 1,200 insights synthesized across who providers are, what their journeys look like, and where the digital experience was falling short. From 350 user stories, 90 were prioritized for the first phase of the platform.
Insight
Providers come to locum tenens for more than the clinical work. The lifestyle, the flexibility, the variety, those are the draw. But the experience of actually being on assignment, navigating credentialing, licensing, travel, housing, time entry, pay, all of it managed across scattered systems and email threads, created friction that worked against everything CHG was trying to build. The platform wasn’t there to replace those conversations. It was there to make every one of them count more.
The journey mapped three distinct provider relationships: new providers being attracted and onboarded, existing providers on assignment who needed support in the moment, and prior providers who needed reasons to come back. Each group had different needs, different friction points, and different definitions of what a great experience looked like.
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Insight
CHG took the vision and built from it. The platform that exists today traces a direct line back to this work, which is a rare outcome for strategy and concepting engagements. It happens when the thinking is grounded in real user needs and delivered with enough clarity that a client can actually act on it.