Health Insurance
Solving for a $1.3 trillion Usability Problem Impacting 150M Americans
Roles and Responsibilities
User research: user interviews, persona mapping, journey mapping, competitive analysis
Ux design: user flows, ideating solutions, sketches, wireframing.
Project Context
Fall 2023, Interaction and UX course final project.
Team: james thames, shweta dhingana, jasdeep Kaur, jaye Xaymongkhonh, johnna harrison, gianna guerra
Tools
Figma
Mural
Miro
This project was part of my core courses at KU, in Interaction design course, students were divided into 2 teams to work on a given problem and produce a genuine solution for users
We were asked to study the health insurance companies and find a gap among these all which creates challenges for users. Mainly we focus on united healthcare, Blue cross Blue shield, and Kaiser Permanente
Problem:
Health insurance complexity causes dissatisfaction and confusion among U.S. adults. Most of them struggle with understanding coverage details, costs, benefits, qualifications, terminology, and provider networks (KFF, 2003). This confusion, coupled with unclear regulations, contributes to consumer anxiety, hampers healthcare marketplace functioning, and may lead to financial problems and adverse health outcomes. Consumers often lack awareness of where to seek assistance and have limited understanding of their rights to appeal insurer decisions.
Approach:
Research:
To understand the problem deeply, we divided the research into primary and secondary research. In the primary research, we tried to understand the different health insurance issues with fellow class mates, by reading articles and by discussing it with some employees who works in health insurance organizations
In the secondary research, conducted 19 Quantitative interviews of stakeholders, identified users pains, challenges, and needs and then, synthesized that data into affinity map that helped in making personas. we were asked to visit health insurance providers website and observe which information they are providing to educate their customers.
United healthcare website covers some description of basic terms of health insurance, but it involves complex terminologies, unclear communication that confuses average customer.
Blue cross blue shield has limited resources to educate their customers, and lack of personalize guidance, and offering variety of plans with no recommendation.
Kaiser Permanente doesn’t show any plan information unless you are their customers, so how a new user will know how a plan works and what’s best plan for them? They are providing some basic explanations of terms but in a complicated language
User's Pains & Frustrations:
User Personas & Journey Maps:
