Author by Humana is a new whole-health service that provides a more personalized healthcare experience for seniors using Medicare. We launched our first MVP in early 2021, and have continued to optimize, test, and design new features to improve the overall member experience.
Key Highlights:
• Launched MVP digital experience of venture health plan for seniors
• Optimized Care Finder tool, improving overall UX/UI
• Designed & tested concepts to improve how members use their benefits
• Designed UX/UI for Member Account experience
• Optimized Care Finder tool, improving overall UX/UI
• Designed & tested concepts to improve how members use their benefits
• Designed UX/UI for Member Account experience
Before
After
Next up is to improve the overall interface from a UI/UX prospective:
• Optimization to design patterns and UI
• Update interaction patterns for drop menus and filters
• Iterate patterns based on usability testing, particularly for mobile patterns
• Enhance the user experience with new content components
• Add promotion/ value prop for virtual visit capability
Updates:
• User has ability to change the zip code at any time during the experience
• Broke service types out of drop down, using visual cues to make each scannable
• Used a progressive reveal for each “step” in the process
• Added microanimations to the reveal to guide user to next step
Value/Outcome:
Improvements to usability and accessibility, experience enhancements to increase utilization, optimize mobile UX patterns. The new features included: the ability to change the zip code at any time during the experience, iconography to add visual cues, and a progressive reveal with subtle microanimations for each “step.”
User Testing Member Benefits
Hypothesis: Benefits information is dense and overwhelming. When it is left to the member to take the time and energy to understand all their benefits, and how they need to apply them to their health needs, they are not motivated to do so. Labeling and descriptions are often written in clinical and insurance-driven language, which can make it harder to understand individual benefit value and value to utilization.
Learning Objective:
What changes can we make to existing organization and presentation of benefits information, ways to search and browse, and how we surface unused benefits that makes the experience more relevant and actionable
Stim A
Stim B
Stim C
Card Sort
End to end user member account experience
