End to end App
HealthHero
HealthHero is an insurance benefit and navigation app that aims to address the lack of transparency in healthcare. It helps users make informed decisions and feel more confident when using their benefits.
Overview
Role
UX Research, UX Design, Product Design
Tools
Timeline
September - October 2023
The Problem
The healthcare system is not transparent and users are growing frustrated. Users do not understand their plan options which impacts their health, finances, and trust in the system.
The Solution
Develop a solution that helps users make informed decisions and meets them where they are. With features like courses, key-term dictionaries, and navigation (digital and human) this app helps to put trust and transparency back into the healthcare system.
Brand Values: Core Values are Health Inclusion & Equity, Accountability & Transparency, Trust, Team-work, and Respect.
Colors
#FE6700
#FDCE05
#0B6FF8
#4B11F0
#FB9047
#FEFAF9
#40BAFF
C9B8FA
8D68F8
Typography
Header Text 1- Roboto Medium 24pt
Header Text 2 - Roboto Regular 20pt
Body Text- Roboto - Regular 16pt
Body Text- Roboto - Light 14pt
Iconography
Button
Button
Button
Button
Button
Button
Competative Analysis
Similar healthcare navigation apps were examined and ranked against the proposed features of "HealthHero." The one feature they all had income was secure messaging, this has to do with ensuring HIPAA Compliance, which is crucial to digital health. Other key features are Price transparency, Health Navigation, and some form of education. These are all key components to improve the user's ability to navigate the healthcare system and thus the app.
Company Name
Secure Email
Pricing Tool
Health Navigators
Educational Courses
Health Advocate
Good Bill
Point of Health
Getting to Know Our User
The Why
Understand the problems users are facing
Explore why people have a hard time navigating their health plans
Understand how users currently use their healthcare plans
The How
Competitive Analysis
User Survey
User Interviews
Qualitative Research
I conducted user surveys and user interviews with individuals who met the following criteria: Currently live in the United States and have health insurance. I asked questions geared towards their experience of navigating the system, as well as knowledge of their current health insurance plan.
Sample Survey Questions
How frequently do you use your health insurance?
How do you feel about using your plan benefits
Do you know what benefits your plan has to offer?
What It Means
Lack of Education
Participants reported that insurance is hard to understand with all the words, plans ,and procedures.
Barrier to Entry
Users feel that its hard to break through the system. There is no transparency to know if your doing something right or wrong until its too late.
Unequal Resources
Across plans there are uneven benefits. Some plans prevent people from falling through the cracks, while other do not.
Emotional Toll
All participants were emotional and told an emotionally charged story about their experience in health care.
NEEDS
- Find quality doctors for a responsible price
- Reduce surprise medical bills and prevent errors.
- Doctor Visits easier and less stressful by not having to think about money or missing a step.
- Easily manage her chronic disease care paperwork in on spot
Reasons to buy our service
Key Features
- Health advocate
- Comprehensive breakdown of spending
- Dictionary/explanation of what terms/forms are
- Bill negotiator
- in-network finder
- on the spot, real time update on medical process questions
Features to be considered
GOALS
- Become own advocate by understanding health insurance terminology and processes.
- Stay up to date on all health related activities and associated paperwork
- Find in-network doctors and faclities.
- Know the exact ingredients of the food that she’s purchasing at the food market.
- To have a sense of security when navigating insurance
Reasons to use our service
PAIN POINTS
- Terminology is Confusing and understanding what your plan actually covers can be hard (varies by plan)
- the process for finding a doctor and scheduling appoints varies depending on plan, which leads to confusion on patient responsibility
- Hard to get a doctors appointment without having to wait some amount of time.
- There is no transparency into what your have to pay/what you should pay
How can our service help
“The bills come and there’s always hidden fees, extra costs. I’m billed for crazy things it’s more hassle to go than to not go. You feel like your getting taken advantage of.”
Amelia is fun loving product designer! She has been married to her college sweet heart and is living a pretty decent life, other than managing a couple of chronic conditions. The chronic conditions are enough stress to deal with, without being constantly bogged down by healthcare questions, bills, and processes. She tries to follow all the processes, however its not always in her hands, leading to late medication renewals, gaps in care, and even surprise medical bills. She just wants to get back to the things she loves and try to lead a normal life with her significant other!
Age: 34
Job Title: Manager
Status: Married
Location: America
Amelia
CURRENT PRODUCTS
What products or services currently using
Emotions Related to Topic
CONFUSION
COMPLACENT
FRUSTRATION
SUPRISE
ANNOYED
Rolling up the Sleeves
Starting with my point of view statement and HMW statements, I used brainstorming techniques to narrow down the key features that would solve the challenges users were facing.
With reverse brainstorming, crazy 8's, and mind-mapping, I explored creative solutions that would help my user's persona.
The key features that were developed were the dictionary and courses to improve users health literacy. Added was a secure messaging feature to ensure HIPAA compliance and secure sharing of data ( if need be). Another must have was the submitting a claim and having the ability to have it reviewed by an objective outsider in the field. This feature is the most powerful for users as it gives them a sense of trust and a safety net.
Balancing the Need to Have vs. Wants
Understanding Naming Conventions
Next up was the my card sort. I performed an open card sort to help identify users mental model for feature placement and information architecture. Users had an easier time sorting cards like education and property settings. Users varied on what they thought should be grouped with submitting a claim and looking up terms associated with healthcare.
Information Architecture
Based off of the cards that users grouped together and created I made the site map. The tricky part was understanding where "Submit a Claim" and "Secure Messaging" would end up. However, based on users mental models they all seemed to group them together.
User Flows
On-boarding Flow
Sorting Flow
Navigator/New Claims Flow
Dictionary Flow
Wire-framing
The key focus during this product development was to prioritize the ease of use of the product. Users are often overwhelmed with healthcare decisions, so this app aims to simplify the process by making the paths self-explanatory. The design elements are clearly labeled, colored, and defined.
Hey Sheila!
Button
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Header
Header
Header
Header
Header
Need Help?
Button
Button
Password
or
Logo
Button
Button
Logo
Sub-Header
Main Page header
What do you need help with today?
Dropdown item
What insurance do you have?
Dropdown item
Where do you live?
Address, ST, Zip Code
User has an account so they do not need to create one.
User decides to create an account, if they do not have one
Login Screen
Returning Users Log-in
Main Dashboard Page
Sorting Flow Page
Biometric “FaceID” option for log-in.
Username and password entry option for returning users.
Support option for those who are having trouble logging in or need technical support.
Sorting Flow to help individuals jump to where they need to go
Header 1
What do you need help with today?
Finding a doctor in my network
What insurance do you have?
Cigna, PPO
Where do you live?
123 Main St, 07733 NJ
Submit
Confirmation Box
Cancel
Okay
Header 1
What do you need help with today?
Finding a doctor in my network
What insurance do you have?
Cigna, PPO
Where do you live?
123 Main St, 07733 NJ
Submit
Closest to you
Cheapest Rate
Best Value for the Price
search & Filter
Dr. Susan
Dr. Susan
Dr. Susan
Dr. Susan
Dr. Susan
Dr. Susan
Insurance Accepted
Insurance Accepted
Insurance Accepted
Insurance Accepted
Insurance Accepted
Insurance Accepted
Pricey
Pricey
Pricey
Pricey
Pricey
Pricey
Sorting Flow
Let’s start out with a couple of questions.
What do you need help with today?
Dropdown item
What insurance do you have?
Dropdown item
Where do you live?
Address, ST, Zip Code
Submit
Returning Users Log-in
Main Dashboard Page
Sorting Flow Page
Sorting Flow Page
Dr. Susan Jones, MD
Reviews:
Healthgrades
Specialty
Want to schedule this doctor?
Make sure your insurrance is covered by calling the office to confirm
Call your health insurance as well to make sure you don’t need any referrals or pre authorization.
Need more helpo on what that means?
Insurance Accepted:
3.4
15 Reviews
AA
Aetna
SunLife
Cigna
Horizon
Medicare
Neurology
Migraines
ADD
ADHD
Alzheimers
Multiple Sclerosis
Headache
Care
Pricey
Long Wait
Login Screen
Dictionary Terms Page
Term Results Page
Filter/sort option for easy navigation through the list.
In this pop out there are different ways in which the product explains the term. The ways are by definition, used in a sentence, and visual learning. This is to help with the health literacy & accessibility of our users
Hey Sheila!
Button
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Header
Header
Header
Header
Header
Dictionary
Search
Claim
Term
HMO (Health Managed Care Plan)
Term
Benefits
Term
Prior Authorization
Term
Out-of pocket
Out-of pocket
Deductible
Term
Advocate
Term
Dictionary
Filter by
Out-of pocket
Prior Authorization
HMO (Health Managed Care Plan)
Dictionary
Search
Description Blurb
Deductible
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Used in a sentence:
Visual learning:
Filter by
App Login Screen
Returning User Login
HealthHero Main Dashboard
Navigation Flow
Testing & Iterations
During testing, users were presented with 5 tasks and asked to give feedback on ease of use, what surprised them the most, and what, if anything, they would change.
Key User Feedback:
3 out of 9 people mentioned they would like to see more done around the payment information and card selection. They expected to have a preview of the subscription offerings.
4 of 9 were confused on where to locate submit a claim, However 5 of 9 reported finding it with no trouble.
Dictionary Screen
Dictionary Searching - Heat Map
This screen is part of the dictionary flow. Users can look up different words and see what they mean in easy-to-use terminology, they are also presented with videos and supporting media. The heat map suggests that the pattern of clicking search to find, or boolean terms would be beneficial.
Resuming a Course
