Member Digital Interactions

Dashboard Experience, 2019

Challenge

Building upon previous wins from the Pre-Authorization and Digital Pain Points projects, we garnered approval to identify what changes would improve the member experience while also solving Pre-Authorization friction. The Member Digital Interactions project partnered directly with the functional area responsible for implementing the changes so that we could build their service design capacity and ground their thinking in the consumer insights that drove the recommendations.

Graphic Design by Melanie Jimenez

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Experience Design Lead and Service Design SME, responsible for leading weekly co-design workshops, identifying surface-to-core barriers to desired consumer experience and developing the business case to inform tradeoff decisions. This was scoped as a 5 week sprint with a core team from Health Plan Digital Solutions, Experience Design, Business Integration.

My Role & Approach

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- 5 facilitated workshops (in-person and remote)
- 2 executive advocacy reports
- 1 future state dashboard service blueprint (low-fidelity)
- 1 final recommendations report with T-shirt size estimates

ARTIFACTS

Digital whiteboard from facilitated session with distributed team

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Results

Secured stakeholder understanding of the changes required to improve member experience.
Upskilled Digital team members in human-centered design methods for cross-functional collaboration.
Advocating for prioritizing the changes is still underway due to leadership changes in Digital.