SUMMARY

BUSINESS PROBLEM / CONTEXT

A Health Plan (HP) that insures even a small population as a "Payor", has an ecosystem of Members, Providers, Brokers and Suppliers around it. All these entities need to see their particular data in a particular manner, perform some tasks make requests mostly using a self-service model without being a burden on the HP. Hence, to meet these needs the HP has to offer Portals to the same entities. Now, HealthEdge did have Portals but those were not modern, very archaic in architecture, not at all digital and not mobile first. The portals were built in a reactionary fashion due to contractual obligations but not as a foresight.

SOLUTION

The leadership decided to invest into this initiative of building a new product line which will work with the 2 main products, Payor and Care Manager and provide relevant insights to the entities. This effort was slated to result in a consumer product which will treat the main entities as consumer rather then partners. Digital was defined in terms of offering the product as a) Portal site, b) Mobile and c) Internet of Things as later stage. Consumer commercial expectations needed to be met with truly seamless user experience and digital channels. The effort was also fuelled by the Affordable Care Act which put patient as a consumer at the center of Health care. First MVP was to focus on Member Portal.

MY ROLE

I was responsible for coming up with the entire UX strategy for the new offering viz. user flows, design direction for dev team, user research, mobile designs, usability testing and much more. There were many goals to solve to enable the Member Portal. Based on Design Sprints and user research, we decided that besides building the basic of responsive web and mobile offering, we will first tackle the problem of "Explanation of Bill or a Claim" to the member which serves as huge cost reduction to the health plan if done properly. While I focused more on the user research, interaction flows, wireframes and working with Engineering team, the visual design of the basic Web experience was done by a visual design firm I hired to augment me. I then used used the style guide to build mobile designs myself. I interacted with that team on daily basis.

The MVP included features such as Explanation of Practitioner and Institutional Bills, Doctor Search, Cost Transparency and Self-service Care Portfolio.