Background

Redesign responsive, online experience for customers to shop, buy and use health insurance including planning for and tracking of healthcare and related health savings account(s).

Client: Highmark Blue Cross Blue Shield (enterprise size)

Consultancy: MAYA Design

Project Length: 6 months

The Team:

  • Project Managers, Researchers, Designers, Software Engineers, Interns

Personal Contribution:

  • User research: generative & evaluative
  • Synthesis: insights, opportunities, design implications & strategy
  • Iterative design of responsive web-based software:  sketches, user flows, low and high fidelity wireframes, information architecture diagrams, low and high fidelity prototypes, design patterns
  • Workshop facilitation
  • Relationship management within multi-vendor project
  • Capacity building of human-centered design methods within client organization
  • Mentorship of interns

Deliverables: User flows & scenarios, information architecture diagrams, low & high fidelity wireframes, low & high fidelity prototypes, design patterns, design pattern library

 

 

User Research

Personal Contribution:

  1. Contextual Interviews
    Interviewed consumers about their experiences identify pain points, unmet needs, and potential barriers.
  2. Participatory Design
    Created participatory design materials & facilitated participatory design sessions
  3. Usability Testing (photos below)
    Created paper and interactive prototypes & facilitated usability testing
 

 

Synthesis

Personal Contribution:

Insights, opportunities & design implications

 
Theme: Understanding What I Really Owe

Theme: Understanding What I Really Owe

 

Example Finding

Consumers feel unsure about what any procedure will cost them and have difficulty doing the calculations with certainty, so they call ahead to budget for procedures and call afterward to understand the bills. "It took me nearly a year to get the final bills and understand what my portion of the total cost was."

Recommendations

  • Provide worksheets or cost calculators so consumers can look up the cost of their service and how much they’d be expected to pay based on their utilization, coverage, co-pays, etc.
  • Provide a way for consumers to “game out” the available treatment options and compare them along standard dimensions.
 

 

Iterative Design

Personal Contribution:

Sketches, user flows, wireframes, prototypes, design pattern library

 
An early sketch of the cost calculator

An early sketch of the cost calculator

A screen shot of the live cost calculator

A screen shot of the live cost calculator

Interaction design for design patterns

Interaction design for design patterns

Examples of 4 and 8 column modules using progressive disclosure

Examples of 4 and 8 column modules using progressive disclosure

The responsive grid system establishes a framework for the consistent arrangement of interface elements and content across display sizes and devices. As a result we are able to deliver quality experiences (and consistent access to information) without concern for the size of the users display.

The responsive grid system establishes a framework for the consistent arrangement of interface elements and content across display sizes and devices. As a result we are able to deliver quality experiences (and consistent access to information) without concern for the size of the users display.

Design pattern library (analog version)

Design pattern library (analog version)


 

Outcome

It exists! (Evaluative data and feedback pending)