Healthcare Finder

Role

UX/UI Designer

Service

Enterprise Software

Find personalized recommendations for doctors and other medical professionals

Overview

I had the opportunity to work for a client in the health insurance industry. They were looking to deliver an engaging and more simplified process that would enable their platform users - namely care managers and nurses - to easily get personalized recommendations for doctors and other medical professionals. I worked as both the UX/UI designer on a full scrum team in collaboration with product managers and researchers.

My Process

Define

Align on Business Strategy

Ideate

User Profiles & Journey Maps

Design

Sketching & High Fidelity Mockups

Prototype

Create a Clickable Prototype

Test

User Testing and Synthesize Findings

Define

V2MOM is a framework (Vision, Values, Methods, Obstacles, and Metrics) to align teams and achieve common goals. We began the project with a workshop to establish the framework.

Vision

What do you want to accomplish?

  • Empower Clinical and Service teams to provide tailored member-specific recommendations, promote in-network preferred (high performing or Tier 1) providers, and achieve improved health outcomes and lower medical costs.

Values

What do you want to accomplish?

  • Improved health outcomes for members
  • Engaged and empowered Clinical and Service teams
  • Customer retention
  • Cost effectiveness / increased review for members, hospitals, and care providers

Methods

How do you realize your vision?

  • Improved reliability, performance, and speed
  • Ease of use, intuitive navigation
  • Increased tailored member-specific recommendation accuracy

Obstacles

What might stand in the way?

  • Concerns around actual tool usage / adoption
  • Feasibility issues around PDF export of selected recommendations
  • Accuracy concerns

Metrics

How will you know when you have achieved it?

  • Tool adoption and usage rate
  • Visitors to recommended providers
  • User satisfaction
  • Medical cost savings

User Profiles & Journey

Before designing screens, we aligned on the typical path users take today to find recommendations. We considered user profiles and pain points when creating this process flow diagram. Then we mapped out the screens we needed to design.

Ideation

We generated ideas and evaluated our direction by researching analog competitors, sketching, and wireframing, and selecting the best designs to move forward with.

Value Drivers

Through the designs, we began testing a fully clickable prototype with users. This allowed us to ask questions and uncover root causes of issues and drive improvement. From the tests, we began synthesizing those results into key findings.

IMprove Health Outcomes for Members

  • Help users identify which providers can provide the right medical care and non-medical needs.
  • Assist users in explaining why a provider is best for the member.

Engage and empower clinical and service teams

  • Remove distractions and keep users focused on searching and evaluating providers.
  • Assist the Hospital Vertical team in performing utilization reviews by providing relevant search criteria.

IMprove Health Outcomes for Members

  • Generate personalized, member-centric provider recommendations​ based on member preferences and past utilization patterns, while promoting high performing & cost effectiveness / Tier 1 provider options.

Improve business performance

  • Improve productivity by reducing time spent finding providers and documenting results.
  • Encourage people to recommend Smart Compare and/or tier 1 designated providers.

Improve Health Outcomes

Help users identify which providers can provide the right medical care and non-medical needs

  • Users liked the option to filter for ‘sub-specialty’, ‘conditions’, ‘procedure category’, and ‘facility type’ as they helped narrow down specific requests based on medical need.
  • ‘Distance from Member’ filter was interacted with the most, so we placed it at the top in a more prominent position.

Engage and empower clinical and service teams

Remove distractions and keep users focused on searching and evaluating providers

  • Users liked the minimal design, they typically spend their day looking at busy screens so having a clear, single task was appreciated.
  • They liked the isolated steps of the search process because it made the task feel faster.

Generate More Personalized results

Recommend providers that better match a member’s preferences and health needs

  • Higher member satisfaction and better member experience via tailored provider recommendation based on member preferences and past visits.
  • Better care continuity and health outcomes (e.g. members will stick with recommended providers because of a better experience)

Improve business performance

Improve productivity by reducing time spent finding providers and documenting results

  • Users were ecstatic about the option to download a PDF of saved providers and also the ability to copy to clipboard in the share modal, which would save them a lot of time keeping their secondary tools up to date.

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