Cost Transparency - A Deep Dive
Time is the ultimate variable. With this work, we strived to put that in perspective.
Spending is one part of understanding medical costs and benefits. With this work, we made spending meaningful for our members.
Problem
The current solution was not extensible and does not account for anomalic, non linear spending patterns.
Solution
We empowered our members with a simple, personalized and realtime snapshot.
Role: Lead Designer
Team: 1PM, 1Tech Lead, 7 Engineers, 2 Sr. Designers, 1 Junior Designer.
Environment: iOS, Android, Web
For who does it matter most?
Financial Picture
Problem Solving Styles
Member Behaviors
I am new to having a deductibe and I am still a little unsure of what is covered by a deductible and what isnt. I have a $500 deductible, but I just wait a few days for things to be processed, but then I will check back to see if that surgery goes toward by deductible and if I can be refunded.
I used to be able to see a detailed breakdown of where we are at for our deductible and out-of-pocket limit but now it’s very minimal and vague. The information presented was very mis leading
What are subscribers left in the total darkness as their bills, details of service, status of our deductible, etc? I manage care for myself others and I need clear information.
Some Competitive Observations
Trackers appeared throughout the member’s digital journey.
Shows spent of limit pattern, as opposed to showing spending limit and remaining all at once.
Some competitors display all limits with a focus on remaining amounts.
There are typically not explanations for how limits impact costs.
How Might We…
How might we paint a holistic picture of what members are their current costs
How might we communicate to members when their costs will change.
How might we communicate to members what their costs will change to.
How might we educate members on how accummulation impacts costs.
How might we display information is a way that is easy for the member to comprehend.
Explorations 🔦
Explorations included different types of visualizations, language and order of content.
Unmoderated Testing
4 versions, 15 participants
What would you expect to spend on most services?
Are you closer to meeting your family or individual deductible limit?
When would you meet your out-of-pocket limit? Enter a dollar amount
When would you expect your costs will change?
When would you expect costs to change for your family?
What would you expect your costs to change to?
When will your family start paying a copay or coinsurance
When will you start paying no cost?
Test Findings
A little over half the respondents where able to answer questions correctly.
The design is trying too much to communicate what members limits are, how their costs will change and educate them on how different types of limits work.
Redesign Focus
• What are member’s costs at this moment?
• When will they start paying a copay or coinsurance?
• When will they start paying no cost?
🪄
s o l u t i o n
Less is More
In the final solution, the tracker is just a tracker. It gives the most valuable and contextual information alongside the metrics.
A separate module was created to present alongside the tracker in certain contexts.
Pesonalized
Tracking matters more or less to members, not only based on their behaviors or tax-bracket, but also based on that plan.
Accessible
Tracking is multi touchpoint problem which is why we created a drawer component that can be easily accessed.
Impact
.056👇
Decreased digital support interactions & compliants per 1k signons.
.072 👇
Decrease digital complaints, grieviences & appeals per 1K member sign-ons.
1.88% 👇
Decrease MSCC web support interactions per 1K member sign-ons.
95.8% 👇
Increase member containment for medical bill statements and payments.