HEALTHCARE APP REDESIGN

Helping Users better understand their Deductibles, Copays, Coinsurance

HEALTHCARE USER PORTAL process scheme.png

GOAL

The goal of this project was to help a US healthcare company create an integrated experience between their Hospital and Clinics area and the Health Insurance piece. A recent trend has brought Health Care Institutions create an integrated experience between their insurance and their healthcare providers. The integration between systems that used to be separate entities is complex and still shows inconsistencies in the user experience, which need to be addressed if they want to retain their customers.

 

PROCESS

The web app redesign was presented as a concept with a working prototype after a small scale user research, conducted through the proprietary Emotion-Driven Design approach followed by Round Feather. As a research and design lead, I conducted the user research in context together with a small team with a few users of different healthcare providers, among which also the one of our client.

The research provided us a lot of insight on the emotional journey the users go through when trying to access their healthcare and health insurance portals. We created a multilayered journey map of the experience with the healthcare portals, focusing on a few scenarios:

  • ACCESS PERSONAL HISTORY OF PROCEDURES/BILLS

  • VIEW BENEFITS

  • FIND A DOCTOR

  • SCHEDULE AN APPOINTMENT

  • PAY BILLS

We mapped the pain points the users experienced in these scenarios, and discovered that:

  • ACCESS TO HEALTH INFORMATION & INSURANCE INFORMATION SITS IN TWO DIFFERENT PORTALS (2 LOGINS AND INCONSISTENT EXPERIENCES)

  • LEARNING ABOUT THEIR BENEFITS & HOW THEY TRANSLATE IN REAL SCENARIOS IS VIRTUALLY IMPOSSIBLE

  • FINDING DOCTORS IS NOT VERY INSIGHTFUL TO UNDERSTAND POSSIBLE FIT WITH THE DOCTOR

  • PAYING BILLS REQUIRED A THIRD PARTY WEB APPLICATION (3RD LOGIN)

In order to solve the issues and translate the PAIN POINTS into BLISS POINTS, as a team we created the requirements the users of the integrated portal would need to satisfy, then I proceeded to create a wireframe of the redesigned web app and refined mockup in collaboration with a fellow designer.

OUTPUT

The result of the design was a web app that integrated in one the 3 main functionalities that used to be 3 separate portals, different in look and feel.

We created a consistent interaction flow for an improved user experience and presented it to our client, who liked the approach and asked to follow up for a more in-depth project. The further steps were carried out by the company once I left.

The logo and interface design has been modified and enhanced in order to present it on this website while complying with NDA. The flow presented here consists only in a couple interactions, which are:

  1. LOGIN

  2. WELCOME TO INTEGRATED PORTAL/CHOOSE SECTION

  3. PERSONAL DASHBOARD / MY PLAN

  4. VIEW MY BENEFITS

  5. CHECK INFORMATION BREAKDOWN IN BENEFITS

  6. RETURN TO DASHBOARD

  7. VIEW MY HEALTH TIMELINE

  8. LOGOUT

1. LOGIN / REGISTER TO THE MEMBER PORTAL

1. LOGIN / REGISTER TO THE MEMBER PORTAL

2. WELCOME TO INTEGRATED PORTAL/CHOOSE SECTION

2. WELCOME TO INTEGRATED PORTAL/CHOOSE SECTION

3. PERSONAL DASHBOARD / MY PLAN

3. PERSONAL DASHBOARD / MY PLAN

4. VIEW MY BENEFITS

4. VIEW MY BENEFITS

5. CHECK INFORMATION BREAKDOWN IN BENEFITS

5. CHECK INFORMATION BREAKDOWN IN BENEFITS

6. RETURN TO DASHBOARD / When the user hovers on the timeline button the information on the last activity shows up for quick reference

6. RETURN TO DASHBOARD / When the user hovers on the timeline button the information on the last activity shows up for quick reference

7. VIEW MY HEALTH TIMELINE

7. VIEW MY HEALTH TIMELINE

VIDEO OF THE INTERACTION FLOW