Navigating Health, Reimagined – Improving how users access care and coverage
Streamlining healthcare claims processing for providers.
Role
- Discovery & framing
- Qualitative & quantitative studies
- Personas, journey maps, Jobs to be done
- Low & high fidelity prototypes
- Employee feedback
Research Process
Heuristic Evaluation
Conducted detailed heuristic evaluation to uncover usability issues with the site
User Interviews
Conducted interviews with users to uncover pain points and expectations with the site
Competitor Analysis
Comparison of existing applications that provide healthcare facilities
Synthesis & Analysis
Affinity diagram showing key insights from research
Task analysis revealing user pain points
Key Pain Points
- Too many clicks on simple tasks like Find A Provider
- Information is in the form of chunks and hard to read through
- Important information is hidden and hard to find
- Provider details, Languages spoken, Accepting new patients currently, distance from home are difficult to locate
Initial Exploration
Proposed Solutions
- Display information in card format for easy scanning
- Addition of icons and categorizing information to provide discoverability
- Reduce clicks on simple tasks in the workflow
- Improved information hierarchy and visibility
Initial sketches exploring different concepts and workflows
Final Prototypes
Medical Provider Search
Streamlined search interface for medical providers
Dental Provider Search
Specialized search interface for dental providers