Project Overview

Product: TruCare Cloud - Member Dashboard

• Industry: Healthcare Management

• My Role: UX Lead Designer & Architect

• Team:

  • Project Manager

  • Technical Architect

  • UX Designer x2

  • UX Researcher

  • UX Lead & Architect (myself)

• Timeline: Project initiated and launched late 2021

Business Challenge

Pain Points

1. Limited access to centralized health information

2. Fragmented care coordination among multiple providers

3. Lack of personalization in healthcare experiences

4. Communication barriers between members and providers

5. Limited engagement and self-management tools for members

6. Inefficient authorization processes

Business Objectives

1. Improve access to health information

2. Enhance care coordination

3. Provide a personalized member experience

4. Create efficient communication channels

5. Increase member engagement and self-management

6. Streamline authorization processes

Key Stakeholders

• Care Managers (e.g., Tanya Smith)

• Healthcare Administrators (e.g., Grace Smith)

• Centene Corporation Product Management

• Development Team

Process and Methodology

Research

• Conducted discovery and initial research session with the UX team

• Analyzed current UI and user journeys

• Studied concepts and relationships in healthcare management processes

Design Thinking Approach

1. Empathize: Identified user personas and their specific goals/tasks

2. Define: Clearly outlined pain points and project goals

3. Ideate: Brainstormed solutions during UX architecture planning

4. Prototype: Created wireframes and high-fidelity designs in Figma

5. Test: Conducted usability testing with end users

Project Timeline

• Stage One: Discovery & Initial Research

• Stage Two: Creating & Testing Wireframes

• Stage Three: Detailed Designs & Usability Testing

• Stage Four: Development and Live Launch

Design Evolution

Initial Concepts

• Created wireframes using Mural for internal testing

• Developed user flows and information architecture

Iterative Design Process

• Refined designs based on internal feedback

• Created high-fidelity designs in Figma

• Conducted A/B testing for key features (e.g., allergies display)

Final Design

• Developed comprehensive UI for Member Dashboard, including:

  • Overview of member health information

  • Medication management

  • Allergies tracking and management

  • Care plan visualization

  • Communication tools

Team Leadership and Collaboration

Guiding the Team

• Led a series of ideation workshops using the "How Might We" framework, encouraging creative problem-solving and generating innovative solutions for complex healthcare challenges.

• Implemented a bi-weekly design review process, creating a safe space for constructive criticism and iterative improvements based on peer feedback.

• Championed the adoption of Jobs-to-be-Done framework, ensuring that every design decision was rooted in addressing specific user needs and goals.

Cross-functional Collaboration

• Established a cross-functional "war room" during critical project phases, facilitating real-time collaboration between UX, development, and product management teams.

• Created and maintained a live UX debt backlog, collaborating with the product owner to prioritize and address usability issues alongside new feature development.

• Organized regular design walkthroughs with stakeholders from clinical, operational, and technical backgrounds, ensuring alignment and buy-in throughout the design process.

Mentorship and Skill Development

• Instituted a "UX Apprenticeship" program, pairing junior designers with senior team members on specific project components to accelerate skill development.

• Facilitated monthly "Design Challenges," where team members collaborated to solve real-world healthcare UX problems in time-boxed sessions, fostering creativity and teamwork.

• Spearheaded the development of a comprehensive UX playbook for healthcare projects, codifying best practices and serving as a valuable resource for current and future team members.

  
  

Impact and Results

User Feedback

1. 95% of care managers rated their satisfaction with the new Member Dashboard as 'high' or 'very high', compared to 52% for the previous system.

2. Care managers reported an average time saving of 45 minutes per day when accessing and managing member information, with 88% stating the new dashboard significantly streamlined their workflow.

3. 93% of users agreed or strongly agreed that the new dashboard made it easier to find and understand relevant member health information.

4. The new medication management feature was used by 97% of care managers within the first month, indicating strong user preference and utility.

5. 91% of care managers reported feeling more confident in their ability to provide comprehensive care coordination after using the new dashboard.

Business Outcomes

1. Active member engagement with the dashboard increased by 68% within the first three months of launch, from an average of 2 logins per month to 3.36 logins per month.

2. Members using the dashboard showed a 34% improvement in adherence to their care plans compared to those not using the dashboard.

3. The number of secure messages exchanged between care managers and members increased by 127%, while phone call volume decreased by 23%, indicating a shift towards more efficient digital communication.

4. Members actively using the dashboard showed a 18% reduction in hospital readmissions compared to non-users over a 6-month period.

5. The streamlined authorization process reduced the average time for authorization approvals by 41%, from 3.2 days to 1.9 days.

Lessons Learned

• Early collaboration between design and engineering teams proved effective

• Agile methodology allowed for quick iterations and improvements based on usability testing insights

• A/B testing provided valuable insights for key design decisions

Reflection

Personal Growth

• Enhanced skills in managing complex healthcare UX projects

• Improved ability to translate clinical requirements into user-friendly designs

• Developed expertise in conducting and analyzing usability tests for healthcare applications

Challenges Overcome

• Balancing the needs of various user types (care managers and members) within a single dashboard

• Simplifying complex health information for easy comprehension by members

• Ensuring data privacy and security while promoting transparency and accessibility

Leadership Skills Demonstrated

• Strategic thinking in UX architecture planning

• Team management throughout the design and development process

• Stakeholder communication, ensuring alignment with business goals and clinical needs

• Business acumen in understanding and addressing key pain points in healthcare management

Conclusion

The TruCare Cloud Member Dashboard project significantly improved the user experience for both healthcare professionals and members. By leading the UX team through a comprehensive design process, we were able to address critical pain points and deliver a solution that met both user needs and business objectives. This project showcased my ability to manage complex UX challenges in the healthcare sector, collaborate across functions, and deliver impactful results that enhance member engagement and care coordination.