HEALTHCARE APP REDESIGN

Helping Users better understand their Deductibles, Copays, Coinsurance

HEALTHCARE USER PORTAL process scheme.png

DELIVERABLES

User Research, Emotion Driven Design, Journey Mapping, Wireframes, Mockups

TEAM

2 Design Researchers

1 Project Manager

MY ROLE

Research Lead, Assist with Journey Map, Wireframes, Mockups

GOAL

While working at Round Feather, our client, a US healthcare company based in the Mid West, had recently integrated their health provider platform to their health insurance, with the objective to create a more streamlined patient experience.

The user experience was disjointed, with the insurance portal completely separate from the health procedure portal. This made it hard for people understand their health costs and how they could maximize their benefits.

Our goal of this project was to help them create a seamless experience between their Hospital and Clinics area and their Health Insurance portals, so their customers would gain better access to their information and get a better service.

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 further design work on their portal. The further steps were carried out by the company after my assignment was over.

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