First Choice Health
Business Overview:
First Choice Health is a healthcare provider from Seattle, WA offering employers a forward-thinking alternative to traditional health insurance.
Problem Statement:
Employee Benefit Managers do not have a way to track or manage benefits that their companies offer. From the ground up, I designed a platform to help identify insights and translate those into meaningful action, and utilization of employee wellness programs offered by First Choice Health.
Business Goal:
Increase program utilization, build clinical programs to improve customer satisfaction, and improve product offerings.
My Role:
Lead UX Designer
Process & Deliverables:
Stakeholder Research
User Research
Workshop
Personas
MVP Feature List
User Journeys
Sketching
Wireframes
Usability Testing
Design Iteration
UI Design
Tools Used:
Pen & Paper
Respondent.io
Google Meet, Drive, Docs, Sheets
Sketch & Figma
inVision
Zeplin
Starting Point - Stakeholder Interviews
This was designed & built as a net-new platform from First Choice Health. I interviewed 9 individuals including the CEO, VP of operations, and VP if IT.
My goals during these interviews were to uncover business goals, future vision for the platform, further understand who it is intended to be used by, and align on expectations for the project.
User Interviews
I interviewed 11 users that were identified during stakeholder interviews, and sourced via Respondent.io. Using an affinity map to consolidate I uncovered users’ primary needs:
Personas & Journeys
“There’s never a one-size-fits all solution to the work that I do. I need to be able to dive deep into and manipulate data. Then I can confidently make a recommendation to my boss. ”
“I am in charge of so many things at my company. When I look at employee benefits, it’s best if I can quickly identify insights, opportunities, and anomalies without having to find them myself. ”
Workshop & MVP Feature List
I conducted a workshop with stakeholders to determine and gain approval on initial MVP features, alongside a roadmap for future states.
Sketching
Wireframes V1
The initial round of wireframes were designed with a flow initiated by the email. I would set this scenario for participants in the upcoming usability testing. Development began at this point in the project. Iterations made from sketches to wireframes include:
V1 Testing Findings
User Testing was completed using a prototype with our target users over the course of 2 weeks. I found:
Email Findings:
• “Healthscore” was not understood. My intention was to provide a quick ranking, but this was not a viable ranking system.
• Users did not identify that the data provided was what made up your overall health ranking.
• Unclear to users that “details” is clickable is intended to be a pathway to that specific category.
Dashboard Findings:
• Users required more specifics within alerts. “What are the top factors contributing to this alert?”
• Environmental context was requested. “Is this problem unique to my company or is this typical?”
• Both positive and negative alerts were said to be helpful. Both of these metrics are impactful in their decision making.
Wireframes V2
After my initial round of testing, several updates were made:
V2 Testing Findings
For this round of testing, we spoke with a different set of users that fell within the same criteria we used for our initial set. Findings include:
• Overall, users were able to find useful data and were familiar with the types of controls afforded and presentation style.
• Users were not interested in the overall dashboard home page. Detailed information within categories was preferred.
• Healthscore is still not understood, even without saying healthscore and using grades instead.
• Programs were not understood to be related to individual categories.
Visual Design
Outcomes & Metrics
• Platform was developed and deployed to local health company through First Choice Health.
Thanks for Reading.
Thanks for Reading.
More Case Studies:
Employee Benefit Platform For Healthcare Provider
Client: First Choice Health
Employee Benefit Managers at a wide range of large companies did not have an actionable way to track and manage employee utilization of benefits provided to them. I designed a platform to help accomplish meaningful action & results for both employers and employees.
Web Redesign With Tech Replatform & Integration
Client: Zemax
Users and stakeholders alike were struggling with how to integrate existing platforms, tools, and reference materials into the company’s site. I designed a solution to unify the experience of accessing frequently used content and platforms. UI Design by Andy Lai
Web Discovery & Redesign
Client: Swiss Water
The existing site experience was not clearly speaking to, or helping the wide range of users accomplish their goals. I conducted a discovery & design process to further define user categories while uncovering user goals and business opportunities. UI Design by Marissa Hui
Web Discovery & Redesign for Internal Shared Resources Tool
Client: Fred Hutch
The internal Shared Resources tool was incorrectly utilized and difficult to navigate. I discovered why this was the case, and recommended how to best serve those who needed this tool.
Flight Itinerary Unification
Client: Expedia
Redesign efforts existed in varying stages of progress across different lines of business and breakpoints. It was my job to ensure the web itinerary experience was aligned with north star concepts and consistent across all devices. UI Design by Yakun Jin
Web Discovery & Recommendation Backlog
Client: SanMar
Over the years, SanMar’s site experience had fallen behind in several areas. I identified and prioritized opportunities for both customers and internal stakeholders through a discovery project, while finally demonstrating how to most effectively accomplish defined goals.
Personal Projects:
Woodworking
Designing, creating, and making are all passions of mine. Woodworking is something I have always enjoyed doing, and was one process oriented hobby that led me to user experience. Check out some of my projects here.