Express Healthcare Staffing

THE SITUATION

Express Employment Professionals is a leading staffing and temp agency, running on a franchise model. Already strong in industrial and clerical occupations, they wanted to grow their business in healthcare, especially nursing.

OUR CONTRIBUTION

Express brought us in to research nurses, because our work with Welle and Hikma had built deep empathy with healthcare staff. We interviewed travel and per diem nurses working in 12 states, across levels: licensed practical nurses, registered nurses, and nurse practitioners. We learned about how they feel about their identity, how they choose their jobs, and how they interact with other nurses. And within this ecosystem, we uncovered their expectations of agencies.

THE BENEFITS

We delivered a deep understanding of nurse culture, unmet needs, and the role agencies play today. That gave Express a basis for services competitors don’t offer. While competitors focused on platforms, technology, and medical expertise, Express chose human connection and local knowledge - knowing its customers at a deeper level.