Cost Transparency - The Big Picture
Information is power – people feel more secure moving forward with healthcare procedures the more they understand.
With this work, we strived to create an experience to enable members to understand variable costs and move forward to care in full confidence.
Problem
How do we wrangle a large-scale system serving millions of members with varying roles and plan types on top of distilling a complicated financial picture?
How do I advocate for a human-centered design practice with many other competing priorties?
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Outcome
I listened, collaborated, and led junior designers through a human-centered design process to create a solution that is: Single Entry, Guided, Extensible, Procedure Level, and Cross Functional…
Role: Lead Designer
Team: 1PM, 1Tech Lead, 7 Engineers, 2 Sr. Designers, 1 Junior Designer.
Environment: iOS, Android, Web
How to wrangle: Start listening
to the actual voice of the member. Build perspective and empathy. Grievances are also exported and sorted on boards and transformed to problem statements, and opportunities.
Keep digging…
We leveraged business stakeholders to understand complex business rules but we needed to wrangle in the data to validate all that for our designs.
Service
Plan Type
Ask…
Longitudinal surveys were designed and evolved to uncover problem-solving styles, baseline status, and pain points.
Problem Solving Styles
Cost Mentalities
Time for Explorations 🔦
Along with competitive analysis, content, copy and user-interface iterations are ongoing throughout the discovery and ideation phases.
Test time…
Iterative usability testing, concept and card sorting helped with things like the order of categories, content flows, and language.
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s o l u t i o n
Single Entry
Collapsing two confusing entry points into 1 all-encompassing experience provides one path to minimize confusion.
Guided
Before we expect members to understand complex cost structures of their health plan, they need the foundational terms and definitions.
Extensible
Designs were created across various plan types and product structures.
Time Sensitive
Messaging and metrics are updated based on real-time spending.
Procedure Level
Members can search by procedure or service and see a breakdown of services with cost in terms of money and time.
Cross-Functional
We added cost estimate input into the appointments flow as well as notifications when members check-in at the facility.