Care Coordination Modernization - Health Care
Intro: After serving 8 years in financial domain I got an opportunity to work in Health care domain for Carefirst Blue Cross Blue Shield - the largest healthcare insurer in the Mid-Atlantic region, an offer that i was waiting for and am excited about.
Summary: The goal of this project is to enable Clinicians in quickly gathering information pertinent to understanding a member (federal employees of United states) by providing them a MMP (Member Medical Profile) user interface that sets the user experience for a single source of member’s eligibility, health, and benefit information
My Role: I was the primary UX designer on this project, responsible for user flows, wireframes, prototype and visual design
Project Details:
The Case/Care Managers, Health Navigators/Coordinators and Pharmacist currently spend about 45 mins gathering member information from various applications within Carefirst FEPOC (Federal Employee Program Operations Center) before they can reach out to members with their health information. This is a very big issue and our main goal was to provide a view filled with useful member information to the Care managers.
So I started consolidating data from the research conducted by our team ( it was conducted before i joined the team).
From the research it was evident that a dashboard view will all the necessary information would suit their needs and I started ideating for it.
So the flow would begin with the Care Managers (CM) searching for a member by name/member id/contract id /SSN or CSA/CSF id and from there we would take them to MMP.
Below is the member search flow
Summary: The goal of this project is to enable Clinicians in quickly gathering information pertinent to understanding a member (federal employees of United states) by providing them a MMP (Member Medical Profile) user interface that sets the user experience for a single source of member’s eligibility, health, and benefit information
My Role: I was the primary UX designer on this project, responsible for user flows, wireframes, prototype and visual design
Project Details:
The Case/Care Managers, Health Navigators/Coordinators and Pharmacist currently spend about 45 mins gathering member information from various applications within Carefirst FEPOC (Federal Employee Program Operations Center) before they can reach out to members with their health information. This is a very big issue and our main goal was to provide a view filled with useful member information to the Care managers.
So I started consolidating data from the research conducted by our team ( it was conducted before i joined the team).
From the research it was evident that a dashboard view will all the necessary information would suit their needs and I started ideating for it.
So the flow would begin with the Care Managers (CM) searching for a member by name/member id/contract id /SSN or CSA/CSF id and from there we would take them to MMP.
Below is the member search flow
From the search results screen the user would be taken to the Member Medical Profile (MMP) page. The page is a dashboard, full of important information for the CM to know about the member.s.
Below is the image of Member Medical Profile (MMP).
Below is the image of Member Medical Profile (MMP).
Each components in the MMP was worked upon as a feature in each sprint. I followed my process of empathizing by digging deep into the research notes and reaching out to customers as needed to fully understand their pain points and once i had a clear idea defined and ideated based on my findings, then I created a prototype and tested in the Deep dive sessions that was held every 2 weeks with the Pilot plans and CMs to get their feedback on the design and iterated it as needed.
Tools used:
I used Adobe XD to create all the prototypes and mockups
The Result:
The Pilot phase is successfully launched to all the 36 Plans with minor technical issues and the Care Managers satisfaction rate increased by 50%
I used Adobe XD to create all the prototypes and mockups
The Result:
The Pilot phase is successfully launched to all the 36 Plans with minor technical issues and the Care Managers satisfaction rate increased by 50%
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