Context:
Breaks in the healthcare landscape coupled with inaccessibility of information and multiple isolated entities in the space makes managing healthcare a painful, taxing process.
Process:
Analysing existing platform, discovery surveys and interviews with users and stakeholders.
Internal and client workshops for synthesis, ideation and prioritisation.
Restructure of the existing dashboard, followed by visual design for new features and qualitative testing.
Our research
Surveys
Anonymous surveys were sent out to members of the provider, to understand more about their interactions, problems and expectations from the platform..
Interviews
Qualitative research was done through user and stakeholder interviews to learn more about their needs with regard to health and insurance.
Heuristic evaluation
The portal was evaluated according to heuristic principles to determine it's usability and the current pain points.
Competitive study
Direct and indirect competitors were looked at, and parallel world studies were done to draw relevant inspiration from other industries.
What competitors are leveraging
While most people use the platform for similar usecases and processes, different personas have different priorities, entries and motivations for their insurance.
The journey of a typical user across all stages of interacting with the service was mapped out collaboratively with key stakeholders, to determine exactly how customers interact with the platform, where issues arise.
This starts with awareness and decision making, onboarding and usage, all the way to renewal and ambassadorship, and was used later on to synthesise problems and come up with interventions that would be beneficial at each stage.
The experience breaks unearthed at different points of the journey were categorised and clubbed basis their importance and how often they were encountered to find our main problem statements
HOW MIGHT WE
Enhance documentation and data access?
Visual and data continuity between different entities in the care ecosystem. Seamless onboarding for new and returning members.
HOW MIGHT WE
Improve care communication with members?
Timely and intuitive information presentation focussed on the specific needs of different personas. Insurance terms explained in an accessible, consumable manner.
HOW MIGHT WE
Build an engaging, preventative care ecosystem?
Incentives and value additions to ensure interactive, regular engagement. Making access to specialised care and wellness more approachable and transparent.
