BACKGROUND

All of HealthEdge products indirectly affect the lives of one persona in particular viz. Insured Member. While the employees, new and old knew what are the charachteristics of the population served and insured by a Health Plan, they had no way of generalizing it and using it as communication and conversation tool for understanding member population, better solutioning, pin pointing Health Plans concerns and indirectly better design empathy.

With the health care market moving toward Value Based models, member is not longer a "patient" but a consumer and should be treated has one. Hence just identifying the member as a healthy, some what healtlhy and unhealthly individual is shortsighted. We needed an internal understanding of who members are so we can serve the health plans better with their IT needs so that they in turn can help members.

MY ROLE

I provided overall direction, research and supervision. I worked with Marketing to acquire survey results on Digital expectations of members today. We had to sift through 2500+ responses. My team strengthened these with over 30 face to face interviews. While I acted as a support conduit to gather information and supervision on consumption of this data, the person poster was compiled and prepared by my team. We then socialized it with the entire company and reception was incredibly positive. This is now part of orientation and internal HealthEdge speak.

UX Techniques: Survey Analytics, Interviews

MEMBER PERSONA POSTERS