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. My findings included:

Actionable Content: Use real time data to show simple and actionable insights to encourage employers to further use FCH wellness programs.

Digestible Format: Present data in a concise way and allow for exploration.

Scalability: This project’s scope was limited to designing an MVP. Platform will continue to grow and requires that scalability be considered.

EBM Benefit: Ensure users can track and manage costs.

Users: Employee benefit managers and HR directors at companies with between 1,000 - 10,000 employees.

Data: Primary data available will be based on benefit utilization and cost.

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:

Four Tasks

Improve decision making on what benefits to offer, supply competitive insights and comparison, lower costs, and save time.

Relevance

Data needs to be relevant, easy to access, comparable, and be viewed from unique angles - timeframes, categories, and trends.

Validation

Easily understand the reasoning for trends - get to the answers quick and provide supportive data to help validate.

Comparison

Ability to compare other plans - “What would this year have looked like if x?”

Proactive

Proactive ways to address employee health, as it is understood to lead to better employee outcomes and improve overall wellbeing.

Shareable

Ability to provide data sets and recommendations to internal stakeholders and decision makers.

MVP Features

Portal: White-label, web based portal that’s flexible and scalable enough to support modals, data visualization, and graphs

Recommendations: System-generated recommendations for optimizing benefits, lowering overall costs, and improving employee wellness

Flexibility: Ability to dive deeper into the data when necessary

Alerts & Sharing: Ability to create and send alerts (SMS, email, & notifications around defined criteria)

Comparison: Compare data sets to one another within the platform

Future State

Customization: Ability to define criteria for alerts, in both notifications and graphs

User Input: Allow for the input of company goals. Used as a lens for viewing data and making more aligned recommendations

External Integration: Ability to input custom data sets from external programs, surveys and employee feedback to gain a more holistic perspective

Comparison: Ability to compare plan outcomes to competitors in the market.

My initial sketches focused on 2 primary static screens:

Email was intended to proactively notify users of trends and insights from within their company’s data. This would be sent quarterly, in order to establish a comparable baseline. This email would also serve as one entry point to the platform, while allowing users to select categories of interest.

Dashboard Landing Page is intended to be the first look into categories of trends. It presents top ten conditions, cost & frequency details within each, and actionable programs associated with said condition.

With both the email and dashboard there is what’s called a “healthscore” intended to quickly rank each chronic condition.

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:

Email: Previous quarter overall healthscore on graph and quarterly data included per condition category.

Dashboard: Quarterly data provided in both cost & frequency per category, graph style updated to be more supportive of granular frequency data, and alerts for frequency category.

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.

After my initial round of testing, several updates were made:

• “Healthscore” is no longer included, and instead focusing on a grade.

• Supportive data shown per each condition and a hover state for each ranking indicating highest contributors.

• Action affordance for users per contributing factor (dropdown)

• Customizable view of graph

• Comparison to previous year & filters