Transparency for Variable Cost Healthcare

Over the course of over a year, I led various initiatives to optimize the educational experience across mobile (iOS + Andriod) for health care consumers. This breadth of work features studies and experiences across a range of plans and financial rules. The challenge to articulate changing costs and is inclusive to x members.

Team

• Full stack

• Product Management

• Tech led

• Lead UX Design (me)

Impact

Methods

Agile, Moderated, Unmoderated, Concept Testing, Card sorting

Methodology

Agile, Moderated, Unmoderated, Concept Testing, Card sorting

3%

Decrease in digital support interactions and complaints per 1L sign-ons

1.88 per 1k Sign-ons

web support interaction per 1K member sign-ons

95.8%

Increase member containment for medical bill statements and payments

Design Function x Time

Process

  • Opportunities

    Grievances were sorted on boards, transformed to problem statements and then opportunities. As part of this work, to build empathy, I listened to weekly live sessions literally hearing the voice of the customer.

  • Mentals

    Longitudinal surveys uncover important segments like problem-solving styles and cost position. 

  • Current State Analysis

    Desk research and collaboration with design leads from other product verticals resulted in a figma to document the living product.  

  • Plan Architecture

    In addition to understanding the product by way of SME sessions,  understanding the product constraints is a data analysis and validation task.

  • Explorations

    Content, copy and user-interface iterations are ongoing throughout the learning process.

  • Remote Testing

    Iterative concept testing, moderated usability testing, informed decisions around content flows, content order, language and placement.

Deliver

This multi-tiered solution solves the problem of cost transparency across multiple touch points.

Time + Money = Cost

In many human stories it is clear that the true cost of needing medical care is not just in dollars.  It’s also spent in time and mental energy preparing for care. We take that fact into account with this content design so that members can plan.

Procedure to Service Level Detail

This solution is tiered. Previously members could only search by service and since they are not medical doctors, this can be problematic. Now members can search by procedure and see a list of services that will be required for the treatment plan. 

Single Entry

Collapsing two sections (benefit summary + cost estimation) into one path eliminates confusion observed in previous architecture. 

Time Sensitive

This design is flexible to account for spending scenarios over time.

Guided

Members get foundational terms and definitions in context of the problem they are trying to solve. 

Extensible

Members on different plan types have different focus concerns when it comes to cost, we learned and optimized views for all.

Modular

Trackers are also available in a modular drawer to be consumed throughout the product journey on a secondary level.