IN A NUTSHELL:
The health insurance industry is highly competitive, with companies striving to attract employers and individual consumers alike. Amidst myriad options, how does a company differentiate itself? Beside providing quality care, how can insurers serve their users, while keeping costs and prices down?
Human-centered digital products and services are one such differentiator.
Well-designed, digital customer service solution
UX is one way in which companies can differentiate themselves from the competition.
In order to succeed, companies must provide users with quality care and customer service, while also keeping costs and prices down.
In this project, I worked in a team of 4 to design a UI for an archetypal health insurance company. The company, ACME Health, sought to provide users with a new mobile solution that would increase customer satisfaction, while meeting the company’s most pressing short- and long-term goals. These include providing users with better self-service, reducing customer support center calls, and growing both the company’s young (ages 25-44) and self-paid member bases.
To aid ACME Health in this endeavor, our team entered into a month-long user-centered research and design process. We defined key business and user requirements, conducted competitive analyses and user research with subscribers affiliated with a variety of health insurance companies, and engaged in sketching, wireframing, prototyping, and frequent iteration.
The final result was a medium-fidelity mobile app that met the aforementioned business goals, while also providing users with a superior mobile experience as compared to real world competitors Blue Cross Blue Shield, AETNA, Tufts Health Plan, and Harvard Pilgrim, among others.
View the prototype.
Conducting guerilla user research
Want more detail? Read on...
Improving the UX of Health Insurance
Designing a UI that helps subscribers better understand and utilize their health insurance plan