The Problem: Rising Sedentariness and Health Risks
With the increasing ease of consuming goods and services at home, people have become more sedentary, leading to higher health risks. To address this, the US government partners with healthcare providers to offer managed healthcare options. However, health plan organizations struggle to build patient trust and effectively communicate the benefits of these plans, especially among low-income and elderly consumers.
The Mission: Enhancing Digital Presence
A major client needed to revamp their digital presence to engage consumers on their preferred devices. My role was to improve the platform experience for providers and create a supportive website for patients through research and persona-centric user flows.
The Strategy: In-Depth Research and Insights
I conducted extensive research across multiple states, uncovering opportunities for the new website and platform. This provided key insights into delivering personalized content within healthcare user flows. My goal was to develop a patient and provider-focused product development process, prioritizing user goals over speed of delivery.
The Turning Point: Fostering Collaboration
Creating a collaborative environment focused on the value of care was crucial. Ensuring secure, human-focused data sharing between patients, providers, and insurers is essential for trust and effective healthcare management.
The Execution: Secure and Intuitive Applications
I supported the development of applications for secure data collection and submission, making the process intuitive and transparent. Leading efforts to explore scalable processes, I prioritized user adoption and data collection transparency.
- User Research: Initiated research using analytics and proto-personas.
- Feedback Loop: Established a user feedback loop for continuous improvement.
- Information Architecture: Designed for key patient personas and provider types.
- Personalization: Curated localized content for different states.
- Workshops: Facilitated workshops and stakeholder interviews for journey maps.
- Product Roadmaps: Co-created scalable product roadmaps.
- Agile Development: Led cross-functional teams in agile processes.
- Design Integration: Integrated design into agile development.
The Outcome: Improved Trust and Engagement
The revamped digital presence enhanced patient trust and engagement, allowing better understanding of healthcare options and secure data handling. The collaborative, user-centered approach led to more effective and user-friendly healthcare systems, improving overall community health management.